From: kirk@alchemy.tn.cornell.edu (Kirk Gunsallus)
Subject: Re: Travelmaster & Fidelity
Organization: Alchemy International
Date: Wed, 19 Aug 1992 16:48:08 GMT

In article <26732@life.ai.mit.edu> cracraft@rice-chex.ai.mit.edu (Stuart Cracraft) writes:
>
>Fidelity has pulled another number on the American chess-playing
>public and its own customers. 
>
>After the lengthy troubles with the Travelmaster, they were sending
>out letters like this one:
>
>"We have received your Travel Master for exchange. Since we
> have experienced problems with this model, we are working on
> a solution. The problems will be resolved within 6 to 8 
> weeks. At that time you will be entitled to an exchange
> and a new 1 year warranty."
>
>This is a terribly misleading letter in that it would appear
>that a substitute/exchange of a Travelmaster was proferred.
>Instead, what comes in the mail later (less than 4 weeks later)
>is a forced exchange for either the weak Marco Polo (and a lousy
>peg set at that) or the ugly Fidelity Designer with the over-
>hyped Mach III program. The Travelmaster is, in effect, confiscated.
>
>When questioned, a Fidelity representative explained that the
>a sub-contractor named "National" which manufactured the newer
>version of the Travelmaster had gone bankrupt. The individual,
>a major person in their customer service department, seemed to
>know nothing about CXG's bankruptcy which was the reason given
>for quite awhile about the Travelmaster's slow-to-be-fixed status.
>
>I am curious what other Travelmaster owners have experienced in
>the last couple of weeks. Have any of you decided never to buy
>again from Fidelity like me?
>
>Stuart

I have met with similar experiences as Stu but didn't leave with as
bad a feeling.  I offer these comments for ?balance?.

I received both letters and was quite disappointed because I liked the
TM's play/size/functioning...  It was what I wanted.  Neither of
the options offered (Marco Polo or Mach III) were 'Ideal'.  I spoke
with (Probably) the same high-level customer relations person.  I was
told that the first letter came out after legal problems (between the
programmer! and manufacturer) were settled allowing further machines.
That fell through resulting in the second letter/offer.  I asked if
there were any other alternatives since neither of the two offered were
great for me.  She sounded willing but there was nothing reasonable.  For
example, I wanted portable strength--they deal the Mephisto MMV (master
strength portable) and she could give some kind of trade in on that.  
Unfortunately, she said that the price would still probably be above the
discount offered by ICD and she didn't want to 'insult me' with that
type of offer.  She did she would refund my money!!

It seems to me that Fidelity is trying to do good.  They are taking back
the TMs and offering some sort of replacement--

a. direct trade for a Marco Polo portable (same cost, less features/strength)

b. pay $75 and get a MACH III (good deal, they currently sell for around
   $200 and the TMs were < $100 at first).

c. refund your money.

While I agree that the first letter was misleading (maybe not intentionally)
and generated disappointment (I really wanted another TM) when the 'truth'
became evident, I think that Fidelity is doing more than many manufacturers
would do in a similar situation.  

disclaimer-I have no relation to Fidelity, etc.. except having purchased
a TM.  I've had a couple of Novag computers and have been pleased with them.

K