By Lori Kinnard

[This review originally appeared on author Lori Kinnard's Winding Roads Books & More website here.]

Dave Lieber’s Watchdog Nation. 192 pages. Yankee Cowboy Publishing. $20.00

“What are you waiting for? Start Squeaking!” Dave Lieber seems to, like the cover of his book, represent a modern day hero. I’m exaggerating, of course; but he will tell you how to go about bringing your own personal justice to the credit card companies, big box stores and appliance repair people.  Mr. Lieber has had enough of endless hold times and overbilling; he wrote a book to help others avoid suffering the same irritations that he and his fellow “Watchdogs” have endured.

Book reviewer Lori Kinnard

Mr. Lieber is a columnist for the Fort Worth Star Telegram, where readers can write in with their inquiries: “my contractor took all my money and didn’t finish the job”, “the toaster oven I bought on sale doesn’t work and they won’t give me a replacement”. Mr. Lieber quite often tracks down the offending company or provider and aids the customer in getting their due.

The book itself is broken into individual stories and what actions should be taken to remedy those situations. Helpful quips and even special people to contact (phone numbers included) are enclosed.  It makes for fun reading because most of us have been in at least some of these positions and the advice he offers heads off potential “shopping misadventures”; better arming us for dealing with anyone trying to sell us something.

I especially like his enthusiasm: he seems earnestly thrilled to get the bad customer service representatives out there to do the right thing… or get them fired.  Like most people who love their jobs, his energy is contagious. I’ll approach my next purchase differently having read this book.  The bottom line in this story is that YOU too can do what Dave has done. The book’s static moments are only part of what Mr. Lieber is aiming to achieve; an end to poor service everywhere.  So grab your recorders, take notes as well as a few minutes to think over that salesman’s pitch before buying what he’s selling and be your own “Watchdog.”

Author Lori Kinnard is the owner of Winding Roads Books & More - an independent bookstore in Joshua, Texas. http://windingroadsbooks.com and http://www.windingroadsbookstore.com/

Dave Lieber, The Watchdog columnist for The Fort Worth Star-Telegram, is the founder of Watchdog Nation. The new 2010 edition of his book, Dave Lieber’s Watchdog Nation: Bite Back When Businesses and Scammers Do You Wrong, is out. Revised and expanded, the book won two national book awards in 2009 for social change. Twitter @DaveLieber

Of all the people Watchdog Nation has tried to help in the past several years, Ruth Wingfield is our favorite.

Today, she celebrates her 100th birthday. That officially makes her the oldest citizen of Watchdog Nation in the world today.

I know she’s a citizen of Watchdog Nation because whenever she gets angry at someone trying to rip her off, her first instinct, after calling me, is to demand: “WHO REGULATES YOU? I’M GOING TO FILE A COMPLAINT.”

I met her in 2008 when Cigna, her health insurance company, did her a big bowl of wrong. She wrote a $4.80 check she owed them. But then, at 98 years old, she put the decimal point in the wrong place. She wrote the check for $480. And when she complained later, the company refused to give her the money back. They said it could take a month or more.

Here’s the story I told earlier of how she got her back money.

At the time, she couldn’t remember my name was Watchdog, so she called me “Dogpatch Guy” — and I put that in the story.  For weeks afterward,  people called me “Dogpatch Guy.”

“I put you on the map,” she jokes.

Anyway, she’s been ripped off before, and she doesn’t like it. Somebody cashed out one of her insurance policies years ago (without her knowledge), and the agent involved was fired. She also got angry after she received a free cell phone but later learned she had to pay large bills. She also bought a phone for hard-of-hearing adults that turned out to be a dud, too. So she’s real suspicious.

Maybe that’s why she’s lived to be 100.

In the video box at the top of this post, shot on her birthday, she tells about her latest escapade.

Ruth Wingfield, 100, and the dude she calls "Dogpatch Guy"

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Final note: Wingfield was an outstanding semi-pro women’s basketball player in the 1930s. She played with the legendary Hazel Scott. Last week, Nancy Lieberman, probably the greatest American woman’s basketball player alive today, presented Wingfield with a cake and an autographed basketball.

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Dave Lieber, The Watchdog columnist for The Fort Worth Star-Telegram, is the founder of Watchdog Nation. The new 2010 edition of his book, Dave Lieber’s Watchdog Nation: Bite Back When Businesses and Scammers Do You Wrong, is out. Revised and expanded, the book won two national book awards in 2009 for social change. Twitter @DaveLieber

The idea behind Watchdog Nation is that consumers can use smart tools and strategies to avoid financial troubles, but when trouble appears, you can fight back and win. Another part of Watchdog Nation is that we sincerely promote the concept that you can stand up to the largest institutions in society and still beat them at their own game.

Can you imagine that happening in China?

Watchdog Nation was founded by Dave Lieber

Ironically, Watchdog Nation is the subject of a Chinese Internet domain registration scam. Someone is asking Watchdog Nation to purchase these Asian-related Internet domains — watchdognation.cn, watchdognation.com.cn and watchdognation.asia.

We think not.

The very idea of Watchdog Nation in China? Well, it ain’t gonna happen.

Here’s how we know this is a scam. The email comes from someone at this domain — ygnetwork.net. But you can’t access this domain in the U.S. Yet notice how it’s equally close in name to an actual domain — http://ygnetwork.cn/.

ygnetwork.cn describes itself as:

YGNETWORK, headquartered in Shanghai, is a leading provider of domain name registration and web hosting services. Since its establishment, we commit to Chinese network system and network technology development. We provide comprehensive network solutions to help our clients reach their business goals and objectives.

Close enough to fool some. Then I found a posting on this Internet scam here titled “Domain Registration Scam in China.”

Here are two notes sent to Watchdog Nation from the scammer:

From: Angela [angela.zhang@ygnetwork.net]
Sent: Wednesday, July 14, 2010 12:33 AM
To: WatchDog
Subject: Notice of Intellectual Property-Trademark Name

Dear Manager,

We are a Network Service Company which is the domain name registration center in Shanghai, China. On July,13th,2010, We received HUATAI Company’s application that they are registering the name “watchdognation” as their Internet Trademark and “watchdognation.cn”,”watchdognation.com.cn” ,”watchdognation.asia”domain names etc.,It is China and ASIA domain names.But after auditing we found the brand name been used by your company. As the domain name registrar in China, it is our duty to notice you, so I am sending you this Email to check.According to the principle in China,your company is the owner of the trademark,In our auditing time we can keep the domain names safe for you firstly, but our audit period is limited, if you object the third party application these domain names and need to protect the brand in china and Asia by yourself, please let the responsible officer contact us as soon as possible. Thank you!

Kind regards

Angela Zhang

And this second note from them, after I wrote back that I wasn’t interested:

Re: RE: Notice of Intellectual Property-Trademark Name

Dear Manager:

Thanks for your prompt reply.We knew you have registered the domain name “watchdognation.com” and own the intellectual property, this is why we informed you.But now the Investment company wanted to apply for other cn/asia domain names and Internet trademark Keyword you have not registered yet,like “ www.watchdognation.cn, www.watchdognation.com.cn, www.watchdognation.asia“.  It’s china and asia domain name. You must know Domain name takes open registration, this is international domain name registration principle. So the Investment company has right to register them. As a domain name registrar, we have no right to dispute their application.So required by China government to inform your company to protect your interest. But as the company whose trademarks relate to the applied domains, you will get the priority to register these domain names.

Of course, each company has their own idea. If you don’t think their application will affect your company, you can give up, we will finish their registration. The Investment company will become the legal owner of these domain names in the world.

You will be responsible for the loss caused by the matter yourself. But if you think these domain names are useful for your company, we can send an application form and the price list to you and help you register these within dispute period. This is the only way to prevent domain name grab. Pls let us know your decision soon, so that we can handle the next step.

Looking forward to hearing your reply.

Best regards,

Ms Angela

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FINAL NOTE: The Watchdog Nation domain in the U.S. is safe. We own com, biz, info, mobi, net, org and us.

Watchdog Nation TIP: If you ever want to open a business or start a movement, buy your domain with as many extensions as possible to prevent domain squatters from cashing in on your success.

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Dave Lieber, The Watchdog columnist for The Fort Worth Star-Telegram, is the founder of Watchdog Nation. The new 2010 edition of his book, Dave Lieber’s Watchdog Nation: Bite Back When Businesses and Scammers Do You Wrong, is out. Revised and expanded, the book won two national book awards in 2009 for social change. Twitter @DaveLieber

By Maggie Dwyer

[This review originally appeared on author Maggie Dwyer's Two Cents At A Time website here.]

Yankee Cowboy Publishing, Keller, Texas, 2010, Second Edition (Revised & Expanded)

$20, and worth every penny.

ISBN-10: 0970853025

ISBN-13: 978-0970853028

Book reviewer Maggie Dwyer

I’ve been meaning to write this book review for a while, and kept putting it off. Partly because I was busy using the book myself. Since I started following these tips of Lieber’s closely I have changed my phone company, my electric company, and my Internet service. In those few acts alone I’ve paid for the book several times over. But the thing that set me to writing finally was a story a friend told me last week that made me want to kick something. Like a crooked roofing contractor.

My friend has been living in straightened circumstances for a number of years, getting by, but putting off a lot of things that needed doing. Finally, he could no longer put off having his flat-roofed Frank Lloyd Wright-style bungalow re-roofed. I had a real good one to recommend, who has done work for me a couple of times, and came to me via a contractor friend who has also worked for me a couple of times. My neighbors have also used and liked him. Word of mouth and satisfied customers is a good way to find a roofer. But my friend was trying to cut corners so he took the lowball bid from a guy who knew someone he knew. . . not a great introduction.

That job was slow, it was sloppy, and when torrential rains during the job got the house wet, everything turned musty and damp, and tar dripped down spots the inside walls. They didn’t finish promptly, they actually didn’t finish it. The rocks that need to be taken onto the roof are still in the side yard. The roofer had no insurance to pay for the damage to the house.

The worst (you mean, that’s not bad enough?) was discovered last week. The roofers (the only people allowed in this otherwise locked yard with very tall fences and gates) stole several expensive items. The theft was disguised by simply leaving behind the boxes and cases. A new pool pump, a good circular saw, the only evidence of their original habitation there are their empty boxes. Had my friend followed my recommendation, he would have had the job done for about the same quote as this fly-by-night roofer. And he wouldn’t have been out the hardware around the house or all of the time and expense of repairing the house now.

I’m sorry I didn’t write this review earlier, because I would have sent a copy of it to my friend and said “Do what Dave suggests – look at the local reviews, check with the BBB (Better Business Bureau), get personal recommendations from people you trust.” The bid price isn’t a bargain if the job isn’t done right, isn’t done at all, or is done so wrong as to cause more damage than a simply leaking roof will do.

I’ve sent copies of pages of this book to people. My brother received the pages (114-15) to do with complaining to the post office. It turns out that you CAN complain, you don’t have to take the desk clerk’s shrugged “that’s tough, you only paid for Priority, it wasn’t insured,” when you complain about something that went wrong that was under their control. (It seems the Artesia, CA, post office has a special drop-kick-and-thrash machine for both envelopes and packages, and special delay of weeks on delivering Priority mail.)

There was a woman at Lowe’s hardware in Fort Worth, TX, who was buying fans, and mentioned, “I have to set up an electric company in this new house. I suppose I’m stuck with TXU.” The clerk and I simultaneously said “NO!” but I was the one who was able to tell her how to do a good search to make a choice – “Go to Dave Lieber’s Watchdog Nation (watchdognation.com) web site and look for his articles about how to choose an electric company.”

Dave Lieber is the consumer advocate columnist with the Fort Worth Star-Telegram and he solves this kind of problem and shares the whys and wherefores with his readers for a living. This guy is good. He’s smart, he’s efficient, and I bet when he phones and has someone by the short hairs because of their company’s poor customer service, he’s a bit of a pain in the ass (though I do believe him when he says he tries really hard to be super polite, because he records his calls and if he needs to use them as evidence, he doesn’t want to sound like the bully in the conversation). And that old honey versus vinegar thing. I wish I had his discipline – I’ve had to hang up on some of these folks, telling them “I’m so angry at you I can’t be polite any more. Goodbye.” At least I learned from Dave to stop before I became rude, not slog forward and accomplish little.

Early in the book Lieber notes that 15 minutes a day to solve some of these problems may be the way to pace yourself, to not feel overwhelmed if you have several issues to solve. That’s a good strategy. And keep a separate folder and page of notes for each business and each call. Take names, real names, if possible.

I’ve glossed over a few of the tricks that Dave Lieber discusses in this little gem of a book. You’ll have to read it to find his descriptions of how to make these techniques work. His chapters are each no longer than a typical newspaper column, so you can read through this book a short chapter at a time, or read through it cover to cover in one sitting.

I still have work to do – my local Fort Worth cable company has the most obtuse billing system and the most inefficient customer service clerks I’ve ever encountered. Just try to get a credit to show up on your bill. They apply it to the “taxes and other charges” but it never seems to actually make the balance drop. So I’m still working on that. And on that, my best contact method is another one of Dave’s recommendations (and at least they’re pleasant to talk to, if their efforts still go for naught) is to type my frustration regarding this company into a line of my Twitter feed. Use the pound sign (hashmark) # with no space before the company name to make it easier for them to find your remarks. They’ll usually figure out who you are and actually call pretty quickly. I’ve heard from them within 30 minutes. Who knew?

One of the other really important things Dave comments on is to say “thank you” when it due. I’ve used tweets and written blog entries where appropriate to do just that. So this book review is also a blog entry and a “thank you” to Dave Lieber for a job really well done. I’m happy with the choices I’ve made, but I don’t feel obligated to stay with these companies forever and ever, if they do me wrong. That’s a good lesson!

Now, go ask a bunch of questions!

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Maggie Dwyer of Fort Worth, Texas is a writer and web designer at University of Texas at Arlington Library. She’s a former park ranger naturalist and an avid organic gardener.

Follow Maggie Dwyer’s blog here.

Follow her “A Woman of Many Parts” blog here.

Follow Maggie Dwyer on Twitter @Maggie_Dwyer

Many thanks to Rita Robison for naming Dave Lieber’s Watchdog Nation as one of the top 10 consumer books in 2009.

Just in time for the new revised and expanded 2010 edition which goes on sale today.

Dave Lieber's book, Dave Lieber's Watchdog Nation, was named one of the top 10 consumer books of 2009. Is this the Oscars of consumer reporting?

Here’s her list:

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Did you read any helpful or inspiring consumer books during 2009?

Below are my choices for the best consumer books of the year. You can order them through my blog by clicking on the Amazon.com ad in the right column.

1. “2009 Action Plan: Keeping Your Money Safe and Sound” by Suze Orman. A plain-talking guide on how to take care of yourself during the recession and beyond.

2. “The Healing of America: A Global Quest for Better, Cheaper, and Fairer Health Care” by T.R. Reid. The Washington Post foreign correspondent traveled to Japan, Germany, France, Britain, and other countries to gather information on health care systems, using an old shoulder injury as a way to compare treatment plans.

3. “Other People’s Money: The Corporate Mugging of America” by Nomi Prins. The former investment banker describes how America got into its historic financial mess and how long it’s going to take to recover.

4. “Is America Driving You Crazy?” by Stephen Bezruchka, M.D. The University of Washington professor and emergency room physician says antidepressants are making Americans worse not better.

5. “Agenda for a New Economy: From Phantom Wealth to Real Wealth” by David Korten. Korten, cofounder of the Positive Futures Network which publishes Yes! Magazine, believes in the new economy, Wall Street will be shut down.

6. “Dancing in the Dark: A Cultural History of the Great Depression” by Morris Dickstein. A survey of the economics, politics, arts, daily life, and social legacy of the 1930s.

7. “Watchdog Nation: Bite Back When Businesses and Scammers Do You Wrong” by Dave Lieber. An award-winning guide to help you protect yourself as a consumer.

8. “Food Alert: The Ultimate Sourcebook for Food Safety” by Morton Satin. A guide to foodborne illnesses and how to prevent them.

9. “Our Daily Meds: How the Pharmaceutical Companies Transformed Themselves into Slick Marketing Machines and Hooked the Nation on Prescription Drugs” by Melody Petersen. The former New York Times reporter examines the pharmaceutical industry, and its influence on America’s medical system.

10. “Beyond Work: How Accomplished People Retire Successfully” by Bill Roiter. The psychologist and executive coach describes how people can transition from the 40-plus years as a career-focused adult and build new adult lives in which they evaluate their options and determine how they can develop personally fulfilling lives outside of work.

Add these consumer books to your library to improve help you improve your consumer choices.

Disclosure: When you order books through my blog on Amazon.com, I receive a small commission.

Copyright 2009, Rita R. Robison, Consumer Specialist