Two Sides of an Interesting Story December 16, 1996January 29, 2017 These two messages are self-explanatory. I have high regard for the writers of both. Tandy’s message: Awhile back, you kindly introduced us to the new E*FUND account of CITIZEN’S TRUST. When I wrote and told you I’d opened an account, you asked for feedback. I could not imagine that I’d ever have anything to say about it, as I simply decided to move some cash from my Wachovia account to a place where it could do some good. [Citizen’s Trust is a family of “socially responsible” funds.] However, a MOST interesting thing happened — here, then, is my story. Basically, I’ve been wanting more cash and fewer securities in my investment portfolio, so I had been looking for a money market fund. Since I have always felt remiss about not using WORKING ASSETS as my long distance carrier, I thought the E*FUND would be a perfect solution. I would have a place to put my cash, and Citizen’s Trust would have $15,000 more to invest in good things. A nice win-win situation, eh? And I owed it all to you. [Uh, oh.] Meanwhile, I had been talking with a friend whose work is in socially-responsible portfolio management. We were talking about Amy Domini and the Domini group of funds, which he strongly prefers to Citizen’s. I asked him why, and told him I’d just sent cash to the E*FUND. He’s a sunny guy, so it surprised me when he said, “Watch out. These people have a tendency to be odd.” Odd? I could not imagine how this could affect me and my account. It’s not like investing in Russia, for example, where personalities often play a role in whether one’s money is safe. I thought little of this, until a couple weeks later, after my check had been processed, when a knock at the door brought a registered, return-receipt letter to me from Citizen’s Trust. The main text read: Dear Tandy Solomon, Thank you for your interest in the E*FUND and Citizen’s Trust. Your account was established contingent on proper verification of your employment and credit history. We regret that we are unable to continue the relationship for the reason indicated below: DELINQUENT CREDIT HISTORY In reviewing your application, we received information from TRW Information Service, PO BOX 949, Allen TX 75002, telephone 1-800-682-7654. Once your initial investment clears our escrow period, we will remit your entire investment by check. . . . If you have an automatic deposit, these will no longer be accepted. . . . Please do not attempt to write checks from the account or use the debit card. These redemption requests will not be honored. [I had not received either one, nor had I planned to use either.] . . . If you have any questions or require other information, please call us at 1-800-223-7010 . . . . Sincerely, E*Fund Supervisor The letter was unsigned. I guess they must send out zillions of these and so felt it would be tiresome for some person to have to be actually personally responsible for and responsive to the letter. WELL. What a way to blow my day. As I’m sure you can imagine. I stared at the letter for awhile, then went through my to-do pile and took out Citizen’s funds prospectus, which I’d intended to send to a friend. I let it drop into the trash can, and sat there, sort of dumbly. I thought vaguely of calling the 800#, but saw again that there was no name, not even a stamped signature on the notice, and changed my mind. NOT very inviting. I thought about calling this TRW and finding out what in the hell was wrong with my credit. So far as I knew, I had no credit, good or bad. I don’t use credit cards, my car has been paid off for years, I rent my apartment, etc. I’m the sort of mountain person who used to keep cash in little brown envelopes in my safety deposit box. Out of ignorance more than anything else. That, and stories from my grandfather. I’m odd, too, I guess. But in a good way. . . . I called TRW and a recorded voice told me to send them a copy of the letter, along with a formal request for a copy of my credit history. I did so, finished up some work, and went to the mailbox, where I found, sandwiched between The New Yorker and a catalog for the Territory Ahead, ANOTHER copy of the same letter, also unsigned. Guess they wanted to make doubly sure I was not going to use the debit card I did not receive to take out some of the money that I had sent them. Ironically, I got something ELSE in the mail as well. A human-signed letter from some newfangled customer-service-center rep at AT&T, saying that she had been assigned to be my PERSONAL account services contact, should I ever need assistance, since I was such a valued customer. She also asked if I had received the box of Harry and David cookies that AT&T had sent to thank me for my years of valued custom. Overkill, wouldn’t you say? As an AT&T shareholder, I was rather nonplussed, and yet very amused, in light of the juxtaposition. So. ONE behemoth who I don’t much care about (ESPECIALLY since Robert Allen let go of those 40,000 people this summer), begging for my continued business, and another, much smaller company, whose vision and whose success feel personally very important to me, who has told me in the strongest and most distant language that it does NOT want my money because, because, well, WHY? Even if I wanted access to the money, which was not the case for me, I would only have access to MY money, and so why would credit be a problem? The whole thing was baffling and very disturbing to me. Still is. To conclude, all’s well that ends well, I suppose. I never DID hear from TRW, but ran a credit check here locally and learned something I might not otherwise have known, which is that a $1,000 student loan my father had offered to pay back as a Xmas present eons ago was never paid. That was good to know about and clear up. I wonder if the TRW report will show anything else. Can’t imagine what, but I’m ready. And, as for the fifteen thousand? Well, about three weeks after the two letters, I received my original $15,000 back in the mail, along with about $34 in interest, I think. And you know what I did with it? I bought a house. What the heck, I figured, there are other, more fun, ways to diversify one’s holdings than money market funds. I used the money as the downpayment on a mortgage for a house which I’ve bought for rental property. Kind of a spontaneous thought, but I like it. I had NO problem getting a mortgage. Got it from the first loan officer I talked to, at Nationsbank downtown. Powerfully intelligent, competent, thorough, detailed, overqualified loan officer. Left no stone unturned. On December 2nd, I’ll be a homeowner for the first time in my life. An added benefit, I suppose, is that I will be doing something that will give me some credit history. I’m 34; it’s probably time. I’m saddened and disturbed about what happened with Citizen’s. And I won’t be using any of their investment products. I hope you’ll keep telling us about these interesting opportunities you find for us as thoughtful consumers. No doubt I’ll try more, and I’ll continue to keep you abreast of what I find. Tandy Whoa. Apart from being excited for Tandy’s new house, this message naturally left me troubled. I forwarded it to Sophia Collier, who owns Citizens Trust. Sophia’s response: Thanks for sending me your reader’s letter & comment. Certainly our letter to him could have been warmer but there really isn’t any best way to tell someone they are turned down for a financial product. Why do we care about credit ratings? The E*fund does have strict credit standards as it is at relatively high risk for fraud — the MasterCard agreement requires that we guarantee all payments and even with a debit connection to a live balance there are many ways that clever frauds can hit accounts like E*fund and it has happened to us. Therefore we do a credit check & turn down accounts that score poorly. From what your reader said in his letter, it seems that he did not have any credit history except a negative one resulting from the student loan. This is the type of thing that scores poorly — particularly at a distance. Ironically we may have helped him get his house because he was able to clean up the loan before going into the bank for the mortgage. Obviously I am sorry that this guy — who seems quite nice — was so upset but sometimes things like this happen. If he had picked up the phone maybe he could have straightened it out. TRW undoubtedly will get back to him within 60 days. It is a legal requirement as you probably know and then he can straighten that out there too. Welcome to the world of credit bureaus! Are we odd? In the last year we got in more cash than any other socially responsible fund group and our social index holds more than twice as many assets as Domini and has better financial performance – YTD we are up 25.6% vs 24.4% for Domini. Thankfully, not everyone in our work shares the “sunny” disposition of Tandy’s portfolio manager friend. Sophia Both messages are so reasonable, to my ear, I like to think Sophia’s may satisfy Tandy, and that Tandy’s may lead Sophia’s group to improve its rejection letter. It should include a bit of explanation and encouragement; e.g., “Often, these things are the result of misunderstandings or clerical errors, but we cannot afford to take a chance. Our agreement with MasterCard holds us liable and — believe it or not — even with a debit card, we’ve had to eat some losses. We hope you will contact us again after you’ve worked with the credit bureau to attain a top-notch rating. We’re really sorry for any inconvenience. You’ll be receiving your money back, with interest, shortly.” Tomorrow: Time to Buy Oil Drillers?
Losing Patience with Closed-End Funds December 13, 1996January 31, 2017 Tom Quillen from Chattanooga writes: I have been a student and investor of closed-end funds for many years — I think since reading about them in one of your books. I have bought most at large discounts on the premise that they will either reduce their discount or open end. In fact, I had one last year that did open end, providing an immediate 10% return. I think it was the AIM something fund. [Ah, the AIM something fund. I know it well. — A.T.] (1) I am appalled at the number of fund managers that have provisions to put a closed-end fund to a vote to open end if the discount is large enough, but always manage to keep the vote from passing. If a closed-end fund is trading at a large discount, it is in EVERYONE’S interest, except the fund manager’s, to open end or liquidate. [A closed-end fund may own $10 million worth of stock but be selling for, say, only $7 million — a million shares trading at $7 each. That would be a 30% discount to net asset value. If you own stock in the fund, you sure wish you could get your hands on your share of the underlying securities and sell them — you’d get full price. When a closed-end fund goes open end, that’s essentially what happens. It no longer trades on the New York Stock Exchange (or wherever) as it did before. Instead of “selling” your shares at a discount, through a broker, as you would have had to before, now you’d “redeem” them at net asset value dealing direct with the fund. (The fund redeems your shares either with some new buyer’s cash, or else by selling some of the stocks or bonds it owns.) So your $7 shares suddenly would be worth $10 each, in this example, if the closed-end fund went open end. — A.T.] (2) I buy closed-end funds on the assumption that the average closed-end fund performs as well as a similar open end fund. After all, they are by and large the same managers, and I assume that if there was a large gap between the performance of the two that you and other responsible financial reporters would widely report it. [Actually, closed-ends that sell at a discount might be expected to perform better, to the extent that you’ve got $1 worth of capital at work for every 70 cents or 90 cents you’ve invested. Then again, the closed-end funds with the biggest discounts often include those that are most poorly run, with the worst track records. The market isn’t entirely irrational. — A.T.] (3) I am beginning to lose patience with some of my closed-end funds. Admittedly, most are one-country funds, which have not done too well of late. But I am beginning to think that a large discount in a closed-end fund can go on forever. I once thought any large discount would shortly be arbed out, but this is not happening, even in this bull market. Tom: not only can the discounts go on forever. In a bear market (should we ever have one again), they will widen. Some, sharply. Monday: Two Sides of an Interesting Story
Last-Minute Funny Money Gift Ideas December 12, 1996January 29, 2017 Enough foolin’ around, guys. Christmas is coming, not to mention Chanukah — almost gone! — Kwanza and Lew’s birthday. (Lew, in addition to being handsome and witty and my stepfather, was born on 12/12/12 at — I choose to believe — 12 minutes past 12. Happy birthday, Lew.) The point is, there are only a precious few Shopping Days left, and you really have to get off your butt. (Forgive me.) I think I can help. A friend sent me a couple of pages ripped from the Brainstorms catalog (800-231-6000), which appears to be unique — it is the only catalog in the world I don’t already get. He thought I’d like these pages because all the stuff has to do with money. And it’s true. Ever since I was treasurer of my high school class, six years running, I have had a fondness for the stuff. (Tuttman! You still owe $6! [Just kidding.]) It’s a little embarrassing to admit, but I did love collecting those dues. Anyway, I glanced at these catalog pages someone had sent me, and my eye immediately went to Item #50727, which is a clear plastic bag about waist high filled with — are those leaves from the lawn? no, $100,000 of genuine shredded United States currency. What your loved one would do with this and whether his or her chuckle would be worth the ensuing consternation (what would he/she do with it?) — let alone the $99.95 plus shipping it would set you back — I do not know. But Brainstorms stands ready 24 hours a day to enter your order, and — with shipping fees that increase with urgency — to get this shredded fortune to the recipient of your choice by the holiday of your choice. Not so flush? You can send a little see-through pillow — item #31091 — “regularly $1,000, shredded price $6.95.”Or how about a $1,000 money wreath for $19.95 (item #50445). I must say that these two leave me cold in comparison with the waist high bag o’ money, but then I guess you get what you pay for. Other items include #953028, the $29.95 see-through, battery-powered coin sorter Coin Bank a lot of catalogs seem to offer; #504478, the $19.95 laminated shredded-money clipboard. Or how about this — I like this one — item #50446, a money-filled, see-through spherical Christmas- tree ornamentfor $5.95 (or the economical set of 12 for $54.95). The $34.95 stocks-and-bonds tie is ugly, and no one would wear it; the silk-screened dollar-bill baseball with wooden base, at $19.95, might appeal (item #31121), though I know not to whom (Pete Rose?); the quarter, half and full sheet of genuine $2 bills straight from the Bureau of Engraving and suitable for framing (items #2022, 2024 and 2026) are actually kind of beautiful, though at $49.95, $89.95 and $149.95, you would suffer an immediate 70% loss if you cut them up and used them to buy groceries. I’m omitting a few others but can’t end without mentioning that staple of the Funny Money Novelty Gift Department: a set of 5 rubber checks (with “brown bill-paying envelopes for mailing”) that are honest-to-goodness stretchable and yours for just $5.95. Item #50638M. Or you could just write a rubber check of your own. Tomorrow: Losing Patience with Closed-End Funds
How Andrew Carnegie Said No December 11, 1996February 6, 2017 How often are we bombarded with requests for money, especially this time of year? Even the most generous among us has to say no much of the time. Indeed, the more generous you are, the more you are asked, and the more you are asked, the more you have to say no. Take Andrew Carnegie. He came to America at 13. His first job was as a bobbin-boy for $1.20 a week. I don’t know exactly what a bobbin-boy did (how much yarn could a bobbin-boy bob if a bobbin-boy could bob yarn?), but I know that even in 1848 this would not have been a lot of money. His mother took in washing. With time, he moved up to “stoker” in the cotton-mill furnace room, then became a messenger, then a telegraph operator, then personal telegraph operator for Thomas Scott, superintendent of the Pennsylvania Railroad. In 1856, at Scott’s urging, he bought ten shares of Adams Express. By 1863, if I’ve gotten all this straight, his investments provided him an income of over $45,000 a year. No Vanguard Index funds for him. He had “the touch.” He was also an accomplished stock manipulator. This was long before enactment of the securities laws. One thing led to another and, in the course of his lifetime (1835-1919), he gave away $350 million. A good chunk of this came from selling, in 1901, his 58% interest in U.S. Steel for $250 million, 90% of which he immediately set about giving away. Can you imagine how many people wanted a piece? But he took his philanthropy seriously. “Surplus wealth is a sacred trust which its possessor is bound to administer in his lifetime for the good of the community,” he wrote. (And he further believed — not wholly irrelevant to the debate today — “there is no use whatever trying to help people who do not help themselves. You cannot push anyone up a ladder unless he is willing to climb himself.”) So you can imagine how he reacted to the young couple that had apparently written to him in June, 1905, hoping he might join in their anniversary celebration. From the sound of it, they were complete strangers, and not in dire straits, either. I don’t have their letter, but you can more or less imagine it from Carnegie’s response: Dear Sir and Madam [he writes, in his own hand, from Scotland] I am in receipt of your notification that you are about to celebrate your 3rd wedding anniversary and while I am interested to know the facts, do not see how it can possibly make any difference to me. I have so many calls on my pocket book that it is impossible to respond to 1/650,000,000th of them [written out as a nice fraction, with 1 over 650,000,000]. However I suppose you expect something and therefore forward the enclosed sum which is to be retained by you SOLELY ON CONDITION that you change the name of your boat “Felicia” to “Carnegia.” If you don’t care to do this, please return the money by return of mail or I will put the matter in the hands of my solicitors. Very truly yours, Andrew Carnegie [with a flourish] One has the feeling from this letter — on Andrew Carnegie & Company note paper that features the profile of a Scotsman drinking what appears to be a hot toddy — that Mr. Carnegie lived life with a permanent twinkle. Tomorrow: Last-Minute Funny Money Gift Ideas
How Paul Warburg Asks for $15 December 10, 1996February 6, 2017 In keeping with the last few days’ topic of charitable giving, and with my addiction to “historic documents,” I wanted to share a couple of letters from my “collection.” The first is a letter written at this same time of year 63 years ago, in 1933, when things were tough. It comes from Paul Warburg, of the important investment banking family, and is addressed to the Star Towel Supply Corp. of Brooklyn, New York. It is individually typed (mail merge, like prosperity, were only distant dreams back then) and reads, in part . . . Gentlemen: May I plead with you to repeat for 1933 the special donation of $15 which you so generously gave to Federation [the Federation of Jewish Philanthropies] last year. I had hoped to have an opportunity to tell you personally how much you and other Federation loyal friends helped last year . . . Whatever may be happening in the business world certainly the demand for free service in all of the Federation institutions has not yet shown any letup. In fact, the institutions are really worse off because not only do they have to care for more suffering and needy men, women and children, but everything they has gone up so much in price that in the very nature of things, the deficits must be even larger than before. Unless we succeed in raising the $4,200,000 which is needed this year, the institutions will have one of two choices — either they must care for fewer men, women and children, or they must cut down on the essentials which these cases require. And when I say essentials, I mean just that, because for several years now every institution in Federation has been operating on the barest minimum budget. These are the simple facts. The answer rests entirely with you and the Federation’s other loyal and generous friends. I do hope that you will find it possible to be at least as generous as you were a year ago and that I shall have the pleasure of hearing from you within the next day or two. I don’t know whether Warburg got that $15, but my guess is he did. (OK, OK. So it’s a little less quaint when you realize that $15 back then was equivalent to about $180 today. But still.) Tomorrow: How Andrew Carnegie Said No
Charity and Your IRA December 9, 1996February 6, 2017 If you’re planning to leave some money to charity when you die, and if you have an IRA, consider naming that charity as the beneficiary of your IRA. That will save the income tax your heirs would otherwise have to pay on it. Give your heirs “regular” money from outside your IRA instead — money on which income tax has already been paid. To the charity it won’t make any difference (charities don’t pay taxes); but to your heirs it will. (One small drawback: with a charity as the beneficiary, you might be required by IRS regulations to withdraw money from the IRA faster, once you turn 70½, than if, say, your spouse were the beneficiary, thus exposing more of it to taxation.) Tomorrow: How Paul Warburg Asks for $15
The Best Tax Break for YOUR Gift Buck December 6, 1996February 6, 2017 Most of you know, if you give money to good works (or tax-deductible works, anyway), you can save a lot of money in taxes by giving appreciated securities instead. Not only do you get the tax deduction for the gift, you avoid the capital gains tax that otherwise would have been due. In the case of a stock you bought for $4,000 that’s now worth $13,500, you could save $2,660 (28% federal tax on the $9,500 gain), and possibly some local income tax savings as well, by giving the stock instead of cash. But, as I’ve noted elsewhere, be careful: Be certain to have your broker transfer the stock to the charity before she sells it and sends the charity the proceeds. If the stock is held in your name when it’s sold, you pay the tax. Be certain you’ve held the shares (or the building, or the van Gogh) at least a year and a day, or the IRS will allow you to deduct only your original cost. Of course, this doesn’t make sense for small gifts. Apart from the hassle, the commission a charity would have to pay to sell $250 or $500 worth of Microsoft could easily eat up 10% or 15% of the gift. But — as I’ve also noted elsewhere before — if you’re someone who likes to give $250 or $500 a year to several different charities, there’s a solution: Open an account with the Fidelity Investments Charitable Gift Fund (800-682-4438). Transfer your $13,500 worth of stock to that account, for which you get an immediate charitable deduction, just as if you’d given it to the Red Cross. Then, from time to time, mail or fax instructions to Fidelity. They’ll send out checks on your behalf as small as $250, investing the balance in the meantime in your choice of four different kinds of funds — so you may have even more to give away than you planned. It’s the poor man’s way to set up a charitable foundation — the Ford Foundation, the Rockefeller Foundation, and now Your Foundation. Almost. Tomorrow: Charity and Your IRA
Charity on the Cutting Room Floor December 5, 1996February 6, 2017 Believe me, I am major flattered to have NBC News care a whit about my opinion. And I know well that only a few seconds of any interview will make it into a story. But I do think the billionaires got off easy. If you saw the story Monday night, you know it was a report taking off on Ted Turner’s comments about rich people’s giving. He had said they’re all competitive about their place on the Forbes 400, and that if there were some list of the most charitable, then the really rich would compete to climb that. So now Slate has compiled the first of what may be many such lists, and the NBC story was playing off that. My two seconds of fame were nondescript at best, and the real issue was how many chins I appeared to have. But I thought I’d mention at least one point a longer story would have covered: The really interesting thing is that, as I’ve noted before, at all income levels, Americans seem to give about 3% to charity. Which means that the rich are much more generous than the rest of us — 3% of a $5 million annual income is a heck of a lot more than 3% of a $35,000 annual income — at the same time as they are strikingly less so. My thinking here: 3% is a big chunk of discretionary income when your total pre-tax, pre-rent, pre-food, is $35,000, whereas it bites less deep into a millionaire’s pocket. Naturally. But because the $35,000-a-year family doesn’t itemize deductions, that 3% is really 3%, whereas for a New Yorker or Californian, it is more like 1.6% after-tax. And the $35,000 family probably gives cash, whereas the millionaire gives appreciated securities (stock that’s gone up, held more than a year), which provides yet more of a tax benefit. So you might say that, on a strict after-tax percentage basis, the rich give only about a third as much as the rest of us. And that as a percentage of disposable income, they give almost nothing at all. Tomorrow: How to Get the Best Tax Break for YOUR Gift Buck
Is This a Great Country Or What? December 4, 1996February 6, 2017 Did you see the recent story on Marriott in Business Week? It talks of the job Marriott does managing its $7 an hour workers. I got to this part and couldn’t help circling it: “Every day I put on this uniform, just like an NBA player,” proudly proclaims Thong Lee, a bartender who has worked 16 years at the Seattle Marriott. Lee has never forgotten that his boss, Sandy Olson, shut down the hotel laundry where he used to work for a day so the entire staff could attend his mother’s funeral. The gesture earned Lee’s loyalty for life — though the stock options the company offers all employees haven’t hurt, either. Lee, who learned all the English he knows from Marriott, now owns several rental properties funded by his Marriott stock and pay. Think about THAT the next time you can’t get your tux pressed at the Marriott. Seriously, it’s a great plug for Marriott, for enlightened capitalism, for the U.S. of A. and, not incidentally, for the power of “uniforms,” which I’d like to see more schools adopt. I know that when I stick on a jacket and tie, my sense of seriousness and self worth change instantly. I’m not describing it very well, but I think you know the feeling. And I was fascinated to learn, years ago, in working with a chimpanzee on an industrial film, that chimps just know that when they’re in clothes (my particular chimp was dressed like an investment banker, but it can be any clothes, no matter how dopey) they’re working and better not screw around (or they’ll get knocked, hard, on the noggin). When the workday’s over, the clothes come off and they can play all they want. Tomorrow: Charity on the Cutting Room Floor
Dial-a-Mattress December 3, 1996January 31, 2017 I don’t know if they’re in your neck of the woods, but many of us have heard those ads for Dial-a-Mattress — just dial 800-MATTRES (“and leave the last S off for Saving”). Well, you can put it back on again for “Service.” I know we’re supposed to be doing all this via Internet, and maybe one day soon it will be “www.mattress.com.” But the point is, the Dial-a-Mattress folks have done such a good job of drilling that simple concept into our heads, even going so far as to fly their 800-number over the beach in the summer, that they have created a virtual “category-killer store,” like Home Depot or Toys R Us, without the added bother of having an actual store. Consider: 1:54PM Thanksgiving Eve: I dial 800-MATTRES and leave the second S off, for savings. My call may be monitored to assure customer satisfaction. I describe the kind of mattress I’ve been told to get (what do I know about mattresses?), but explain that it needs to arrive before six. 5:01PM: despite chaotic start-of-holiday New York area traffic, the mattress arrives, and at considerable saving. “What?” I wonder. “Do they have roving tractor trailer warehouses responding like cabs to radio calls for this stuff?” (No, they have a warehouse in the Bronx.) 5:05PM: the old king-sized mattress is out, removed at no extra charge. Lest you think I discard things lightly, I might explain that this mattress had seen 17 years’ service. “Turning it over” — my bright idea earlier that day, when some of the loose spring wires had inflicted a couple of particularly painful puncture wounds — had not done the trick. “Over” was even worse, leading me to think that I must have gone through that same exercise a decade ago and just forgotten. 5:06PM: the new one is in. 5:07PM: I’m worried. You have heard of single and double and queen size and king size mattresses? This is a king of the mountain size mattress. It has so much pillowy padding on the top and the bottom, and so much who-knows-what-inside (for the price, despite the Savings, I’m guessing some kind of fuel-injected shock absorbers), it’s made the bed a foot taller than it was before. Not that I get a lot of say in these matters (no anagram intended), but I’m thinking: vertigo. I’m thinking: protective fencing. I’m thinking: is this really what we had in mind? 5:08PM: the Dial-a-Mattress guys are gone, with a $20 tip I thought appropriate to the season. That night: we hate it. Thanksgiving, post-parade: We have decided that embarrassment alone is insufficient reason to spend the next 17 years in fitful sleep. Even money is insufficient reason. Surely, though out of its plastic and slept on, this mattress can be returned or exchanged for some kind of re-stocking fee. On a lark — it’s Thanksgiving — I call 1-800-MATTRES (leaving the last S off for saving) and am dumb-founded to find a human on the first ring. I explain the situation, beginning by saying, “it’s entirely our fault” (which it clearly was). “Oh!” said the nice customer rep apologetically, “didn’t anyone tell you about our 30-day comfort exchange policy?” So I’m here to tell you, first, that if flipping your mattress after 17 years doesn’t do the trick, you might want to give Dial-a-Mattress a shot. But, second, that it’s not just the quality of the products we buy that’s getting better, it’s the quality — at least in many cases (I’m sure you’ll point out the exceptions, as I will too) — of the services. Lest I tout these folks too highly, I should point out two details of their otherwise saintly exchange policy: first, they do ask you to “sleep on it” for 14 days before exchanging. Second, they give no refund if you switch to a cheaper mattress, as our replacement, sans fuel-injected shock absorbers, can only be. So I guess we’ll be paying a few hundred bucks for our stupidity after all. PS – Want some advice from a guy who really knows how to sleep? Just get your basic firm cheap mattress. And don’t sell short or buy on margin.