8. PRESENTACIÓN y ANÁLISIS de resultados
8.2 sistemas de enfermería según la condición particular de los pacientes con
Never pay cash for an online purchase. Always put such purchases on a credit card, not a debit card. This way, you have some recourse if the item is not shipped or is defective. Your credit card should not be charged until the item is shipped, but some sellers will charge your card once the order is entered.
C o m p u t e r s • 3 3
According to the Federal Trade Commission (FTC), an Internet vendor is required to ship an order within the time promised on its website or no later than thirty days after the order is placed. If the shipment cannot be sent on time, the vendor is required to notify you of the delay. It must estimate when the product will be sent and ask for your approval of the delayed shipment. You can refuse the extended shipping time, which would cancel your order. Today, many companies have identification numbers for each order that enable you to track the location of your purchase.
If your purchase does not come as promised, do not wait to contact the seller. You may file a complaint with the FTC online at www.ftc.gov.
SPAM
Is there anyone online today who has not received unsolicited email from vendors who want to sell something? Subscriptions, vacations, cars, dubious drugs, Canadian pre-scription services, and movie tickets are just a few of the subjects of these unwanted messages. Spam is unsolicited commercial junk email. These unwanted messages clog our computers at work and at home with offers to help us enhance our sex lives, become millionaires, buy wonder vitamins, receive free movie tickets or other free gifts, and other nuisance items.
The FTC has estimated that 86% of addresses posted to websites and to newsgroups receive spam, and that 50% of addresses posted on free personal websites receive spam.
Internet providers are trying to filter the unwanted commercial emails, but many emails still get through.
Congress enacted a law to prevent unwanted commercial messages through email, known as the CAN-SPAM Act of 2003. This acronym stands for Controlling the Assault of Non-Solicited Pornography and Marketing Act. The Act prohibits a sender of email from disguising its address, or using a false name or address to send email for com-mercial purposes. It is also illegal to harvest the names of users who have contacted websites when the owner of the site assures the email sender of privacy. The law makes it illegal to send sexually explicit messages without a warning message, thus providing
3 4 • 1 0 1 + C o m p l a i n t L e t t e r s T h a t G e t R e s u l t s
protection to email recipients attacked by frequent and unsolicited sexual messages.
The CAN-SPAM Act of 2003 contains the following main points, as outlined by the Federal Trade Commission.
• It bans false or misleading header information. The email’s “From,” “To,” and routing information—including the originating domain name and email address—must be accurate and identify the person who initiated the email.
• It prohibits deceptive subject lines. The subject line cannot mislead the recip-ient about the contents or subject matter of the message.
• It requires that commercial senders of email give recipients an opt-out method.
• It requires that commercial email be identified as an advertisement and include the sender’s valid physical postal address.
The penalty for failure to comply with the law is $11,000 per violation. There may be additional penalties for deceptive and misleading advertising conduct. There may also be criminal penalties under the CAN-SPAM Act when a commercial sender tries to evade this law by using phony email addresses, disguising the sender’s address, using another computer or email account to send unwanted commercial messages without permission of the owner, or using fake domain names to hide the sender’s true identity.
Your computer could be hijacked by commercial senders violating the Act by disguis-ing their messages sent to millions of people in a process called spam zombies. This problem is so prevalent that the FTC has devoted team resources to root out this cyber problem. For more information, visit the FTC’s website on the subject at www.ftc.gov/
bcp/conline/edcams/spam/zombie.
In addition to the CAN-SPAM Act, all states have passed their own legislation to out-law unwanted commercial messages sent through cyberspace, except the following.
C o m p u t e r s • 3 5
• Alabama • Nebraska
• Hawaii • New Hampshire
• Kentucky • New Jersey
• Massachusetts • New York
• Mississippi • South Carolina
• Montana • Vermont
Check the law in your state for more details.
If you have received spam, complain about it. Send it to your local law enforcement authorities. The Federal Trade Commission has been very active in pursuing violations of the CAN-SPAM Act. The FTC has a website for spam at www.ftc.gov/spam. The site has a thorough discussion of spam for consumers and for businesses. You may file a complaint about receiving unwanted commercial email messages by emailing [email protected]. Include the full header of the unwanted message in your complaint.
Another website with useful information about laws regulating spam is located at http://law.spamcon.org.
You should complain to your Internet service provider as well as to the FTC. Internet service providers should have junk mail and spam filters installed to prevent these unwanted messages. You should also install your own security software to block spam.
3 6 • 1 0 1 + C o m p l a i n t L e t t e r s T h a t G e t R e s u l t s
TAKING ACTION—STEP-BY-STEP
1. Call the customer service number for help if your computer does not work. You may not be setting the computer up correctly. Have the representative guide you through the process. If you cannot get a human being on the telephone, or if the manufacturer charges you for this information, ask a tech-savvy friend to come over to help you get the computer up and running.
N
NOOTTEE:: Be aware that the customer service representative will often tell you to rein-stall the operating system. That is not a very helpful suggestion. Most consumers do not have the ability to run the diagnostic tools shipped with the computer. Some of these customer service centers are there to provide a mere façade of service.
2. If you still cannot get the machine to work, return it to the seller. If you followed the advice in this chapter and charged the purchase on your personal credit card, you can contact the credit card company and refuse to pay the bill. Notify the credit card company that you have returned it to the seller and are disputing the charge.
If you ordered the computer from an online vendor or a catalog company, be sure to obtain an authorization number from the seller before you ship your equipment back.
The seller may try to avoid giving you this number. Document any such problems.
3. If the seller refuses to take the product back, document the reason. Write down what the seller tells you. If possible, ask a manager to write down the reason you cannot return the product. The store has the right to refuse a return if you did not follow its return policies, such as waiting too long before you return the computer.
That being said, many sellers will still take back a defective computer, because they do not want unhappy customers.
Computers purchased online or from a catalog should be shipped within thirty days or less. If the item is not in stock, you must receive a message from the seller telling you that it is not available and asking if you wish to cancel the purchase.
The seller must tell you when it expects to receive the out-of-stock computer. If
C o m p u t e r s • 3 7
your computer does not arrive, then call and write the seller. Refuse to pay your credit card bill if the seller billed your card and you have not received the product.
4. Complain to the consumer agency in the seller’s state and to your local consumer affairs organization. Remember that your state attorney general has a consumer affairs division. Many states allow you to file complaints online. The Better Business Bureau is a private agency offering dispute resolution. It also has a list of businesses that have many consumer complaints. Complain to the Federal Trade Commission if your merchandise does not arrive.
N
NOOTTEE:: Software presents a different problem that is far worse than the hardware sit-uation. The consumer has very few rights under the seller’s shrink-wrap license. The retailer may disavow responsibility once you open the package.
3 8 • 1 0 1 + C o m p l a i n t L e t t e r s T h a t G e t R e s u l t s
C o m p u t e r s • 3 9
Dissatisfied Buyer 18 Grand Street Cheyenne, WY 09321 888-222-0000
August 2, 2007 Horizon Computer Company
1324 Main Avenue St. Paul, MN 43422
Re: Defective Computer Dear Sir or Madam:
Please be advised that I recently purchased a new Horizon Ace computer from your website. It cost $2,500. The computer arrived on July 31. It does not work.
I am very experienced working with computers, and still had to call your customer service department for advice, which was not helpful. I read the manual and tried all the suggestions. I believe that this machine has a defective chip.
I am returning the machine to you by commercial shipment. Please credit my Visa account immediately. A copy of the bill is enclosed.
Very truly yours,
Dissatisfied Buyer
L e t t e r 3 . 1 :
D e f e c t i v e C o m p u t e r
4 0 • 1 0 1 + C o m p l a i n t L e t t e r s T h a t G e t R e s u l t s
Barbara Black 813 Locust Way Madison, WI 23490 555-555-5500
May 3, 2007 Big Banana Computers
309 Main Street Madison, WI 23490
Re: Computer Compatibility Dear Sir or Madam:
I purchased a Big Banana computer, Model #5698, at your store on April 30. The sales literature states that it is compatible with any printer, including the one I already own.
I have tried to get your computer to work with my existing hardware.
It will not. I determined that I had to invest in costly software before your machine would run with my printer.
You should reimburse me for the cost of this software or accept the return of the machine and the software. It does not perform as prom-ised. I have enclosed copies of my receipts for your machine and for the software.
Very truly yours,
Barbara Black
L e t t e r 3 . 2 :
D e f e c t i v e M e r c h a n d i s e — C o m p u t e r I n c o m p a t i b i l i t y
C o m p u t e r s • 4 1
Internet Subscriber 607 Maple Street Durango, CO 20202 555-555-5555
May 1, 2007 Customer Service Department
Wild West DSL Provider P.O. Box 901
Durango, CO 20202
Re: Faulty DSL Software Dear Sir or Madam:
On April 16, I agreed to one year of DSL service. You sent me the kit to install this service myself. I am an experienced computer engineer; how-ever, I cannot install your software because it is defective and incom-patible with the computer I have. When I signed up for your service, I discussed the type of computer I had with your representative.
I called your technical support line for help several times. Your staff informed me that there are many problems like the ones I described.
Please send me new software for my Ace Zip Computers system. I will not pay the bill for my account (#19054) until the service is operable.
Very truly yours,
Internet Subscriber
L e t t e r 3 . 3 :
D e f e c t i v e M e r c h a n d i s e — I n c o m p a t i b l e S o f t w a r e
4 2 • 1 0 1 + C o m p l a i n t L e t t e r s T h a t G e t R e s u l t s
Please be advised that my Internet account was hacked by an intruder on June 7. I learned of the problem when I tried to access my account that afternoon. I called your customer service number and was told that I could not receive any information because my address was not the address on the account.
This is absurd! The hacker inserted his information for mine. You are trying to verify my account identity with stolen information. Your rep-resentative refused to check the billing address previously used or other information that would have correctly identified me. The solution suggested by your representative was to open a new account.
This is the second time within a year that my account has been hacked.
Our credit card information was jeopardized on your site. This is also the second time I had to cancel all my credit cards.
Please investigate and correct this problem immediately.
Very truly yours,
Frustrated Subscriber
L e t t e r 3 . 4 : I n t e r n e t S e r v i c e —
L a c k o f S e c u r i t y
C o m p u t e r s • 4 3
Susan Sprocket
25 Sleepy Hollow Drive New Buffalo, NY 02345 555-555-5555
January 3, 2007 Manager
All Night Copy Shop Local College
New Buffalo, NY 02345
Re: Stolen Financial Information Dear Sir or Madam:
On December 2, 2006, I rented time at a computer station in your store.
During that time, I shopped online for holiday gifts. Shortly after I pro-vided my financial information at your computer, I learned that unau-thorized charges were made to my American Express account.
I have asked American Express to investigate this matter. At this time, it is believed that someone gained unlawful access to your computer sys-tem, and stole my information.
Please contact the police to report this cybercrime. I am sure many other people in your shop were affected, too. Enclosed are the unautho-rized charges.
Very truly yours,
Susan Sprocket
L e t t e r 3 . 5 : I n t e r n e t C r i m e — S t o l e n I n f o r m a t i o n
4 4 • 1 0 1 + C o m p l a i n t L e t t e r s T h a t G e t R e s u l t s
George Anderson 99 Bosworth Avenue Durham, NC 23000 322-555-1111
May 20, 2007 President
Ace Internet Company 2200 Skyscraper Street New York, NY 20103
Re: Spam Dear Sir or Madam:
I have subscribed to your Internet service for two years. During that time, the amount of spam I have received has increased tremendously.
The pop-up ads are particularly annoying, and the content of the spam emails is very offensive.
Please explain the measures you are taking to filter these offensive and irritating messages. For $30 a month, I expect you to take care of the customer. There are other Internet services vying for my account. I will consider switching providers unless this problem is resolved.
Very truly yours,
George Anderson
L e t t e r 3 . 6 : S p a m
C o m p u t e r s • 4 5
I.M. Connected
3085 Internet Highway Silicon Valley, CA 91203 714-348-9521
May 1, 2007 Internet Service Provider
1200 Green Street St. Louis, MO 63188
Re: Spam Complaint Dear Sir or Madam:
I am writing to complain about the vast quantity of vile spam I receive in my email account with you. Although I have complained numerous times online, you have failed to respond to my concerns. The spam is as troublesome as ever.
If you cannot filter the unwanted and offensive email, then I shall be forced to switch to a provider that can.
Thank you for your prompt attention to this matter.
Very truly yours,
I.M. Connected
L e t t e r 3 . 7 :
I n t e r n e t S e r v i c e P r o v i d e r — S p a m P r o b l e m
4 6 • 1 0 1 + C o m p l a i n t L e t t e r s T h a t G e t R e s u l t s
I.M. Connected
3085 Internet Highway Silicon Valley, CA 91203 714-348-9521
May 15, 2007 Internet Service Provider
1200 Green Street St. Louis, MO 63188
Re: Spam Complaint Dear Sir or Madam:
On May 1, 2007, I wrote via U.S. mail notifying you of my dissatisfac-tion with the spam I receive in my email account. The sheer quantity of advertising and pornographic messages clogs my email. I am required to spend hours each week erasing and blocking the unwanted messages.
Once again, you have ignored my requests to contact me to discuss a resolution to the spam attacks. As a result, I am canceling my subscrip-tion immediately. I am switching my Internet Service Provider to a com-pany that uses filtering software to block the spam.
Very truly yours,
I.M. Connected
L e t t e r 3 . 8 :
I n t e r n e t S e r v i c e P r o v i d e r — C a n c e l S e r v i c e ; S e c o n d L e t t e r
C o m p u t e r s • 4 7
Mary Morgan
900 West Robin Hood Lane Little Rock, AR 20301 555-555-5555
July 10, 2007 Ridiculous Promises Company
P.O. Box 88 Goofy, CA 91220
Re: Spam Dear Sir or Madam:
I am a subscriber to Acme Internet Provider. Your company sends me at least five unwanted emails daily. These communications are lewd, and they violate Arkansas law and general good taste.
Arkansas law requires all commercial and sexually suggestive email to be clearly labeled as “ADV-ADULT” in the subject identification line. You must have a functioning email reply and an opt-out method. You must honor the opt-out requests.
Do not send me any more messages.
Very truly yours,
Mary Morgan
L e t t e r 3 . 9 : S p a m —
V i o l a t i n g S t a t e L a w
4 8 • 1 0 1 + C o m p l a i n t L e t t e r s T h a t G e t R e s u l t s
I.M. Connected
3085 Internet Highway Silicon Valley, CA 91203 714-348-9521
May 5, 2007 Obnoxious Advertiser
890 Commercial Avenue Orlando, FL 23904
Re: Spam Complaint Dear Sir or Madam:
Please delete my name from your email list: [email protected].
I have already made this request online several times without result. I no longer want to receive any communication from you. If you fail to remove my name from your list, I will have no choice but to file a for-mal complaint with the Federal Trade Commission.
Thank you,
I.M. Connected
L e t t e r 3 . 1 0 : I n t e r n e t A d v e r t i s e r — D e l e t e N a m e f r o m E m a i l L i s t
C o m p u t e r s • 4 9
I.M. Connected
3085 Internet Highway Silicon Valley, CA 91203 714-348-9521
May 20, 2007 Federal Trade Commission
600 Pennsylvania Avenue, NW Washington, DC 20580
Re: Spam Dear Sir or Madam:
I am writing to complain that the Obnoxious Advertiser has failed and refused to remove my name from its online subscription list, despite numerous requests. Enclosed please find my complaint form printed from your Internet consumer site.
Please require the company to remove my name.
Very truly yours,
I.M. Connected
L e t t e r 3 . 1 1 :
F TC — I n t e r n e t A d ve r t i s e r R e f u s e s t o R e m o ve N a m e f ro m L i s t
5 0 • 1 0 1 + C o m p l a i n t L e t t e r s T h a t G e t R e s u l t s
Dissatisfied Buyer 18 Grand Street Cheyenne, WY 09321 888-222-0000
August 12, 2007 Horizon Computer Company
1324 Main Avenue St. Paul, MN 43422
Re: Failure to Ship Computer Dear Sir or Madam:
On July 31, 2007, I purchased a Horizon Ace computer from your Internet site. The price is $2,500. To date, I have not received notice of shipment or the computer.
I have called your website customer service number without result.
Please advise when the computer was shipped or will be shipped. A copy of my invoice is enclosed.
Very truly yours,
Dissatisfied Buyer
L e t t e r 3 . 1 2 : O n l i n e P u r c h a s e — S h i p m e n t N o t R e c e i v e d
C o m p u t e r s • 5 1
Dissatisfied Buyer 18 Grand Street Cheyenne, WY 09321 888-222-0000
September 5, 2007 Horizon Computer Company
1324 Main Avenue St. Paul, MN 43422
Re: Failure to Ship Computer Dear Sir or Madam:
I purchased a Horizon Ace computer from your website for $2,500 on July 31, 2007. Despite telephone calls and correspondence to you inquiring about the shipment of the computer, I have not received any information concerning the computer.
Please advise when the computer was shipped and when it will be deliv-ered. A copy of my invoice is enclosed.
Unless I hear from you or receive the computer within ten days, I will cancel the order.
Very truly yours,
Dissatisfied Buyer
L e t t e r 3 . 1 3 : O n l i n e P u r c h a s e ;
S e c o n d L e t t e r