Q: I have a problem with Best Buy's "lemon" policy. I bought a TV-VCR combo in 2000 from the store in Monroeville. I bought the extended service protection plan. I have taken my TV back for repairs four times. It has always been the same problem. Their policy says that "after three service repairs have been completed on an individual product and that individual product requires a fourth repair, as determined by us, we will replace it." My problem is that the first and second times the unit was repaired, the report I got back indicated "one or more mechanical alignments were made to correct problem." But the third time the report from the technicians said "maintenance cleaning." Finally, the fourth repair indicates "one or more parts or wires were soldered." Best Buy told me that I don't qualify for a new unit because the third repair was a maintenance cleaning. Can you help?

JACOBO CARRASQUEL
Forest Hills

A: Not this time, Jacobo, but I do have some advice for the next time around.

Best Buy's Tony Mason says your VCR-TV does not fall within its lemon policy because it was not, by Best Buy's definition, repaired three times. Mason said unless a component has to be replaced, it's not considered a repair. It was simply cleaned and internal adjustments made. Mason says your VCR-TV doesn't qualify.

Here's what you need to remember when you return a product for warranty repairs. Attorney Craig Kimmel suggests consumers always write a note stating the problem and keep a copy. If the problem has been the subject of previous repair attempts, make certain to state how many times in your note, and deliver it with the product when repaired.

Kimmel says that under Pennsylvania law, anytime repairs are made, under warranty or not, the repair facility must provide an accurate statement of what was complained about and the kinds of tests done to figure out the problem. Repair shops also must list all parts and labor needed to correct the problem.

"If the invoice for repair differs from your records and the problem returns," said Kimmel, "your records document that the product should be returned, regardless of what the internal documents were written to show."

Kimmel says if you keep this kind of documentation, a store is more likely to replace the product under a lemon policy. If it won't, you have prepared yourself well for a possible case in small claims court.

Long distance information

Many of you have called about the automated number that I suggested to help consumers who are confused about bills from AT&T -- 1-700-555-4141. If it answers "Thanks for using AT&T long distance," you know that you are still listed as an AT&T customer. If it answers with "Thanks for using Verizon long distance" or any other company, chances are you were wrongly billed by AT&T. If the phone answers, "you need an access code," you don't have a long distance company of record.

International call block

AT&T's Deborah Jones says AT&T offers a block for international calls similar to Verizon's, at no charge to the customer. Call customer service (1-800-222-0300) and request it.