lesson 4: common consumer problems. overview of lesson "caveat emptor" - "let the...
TRANSCRIPT
Lesson 4:Common Consumer
Problems
Overview of Lesson
• "Caveat Emptor" - "Let the Buyer Beware"• Complaints• Third parties• Small Claims Court• Deposits, gift vouchers and receipts• Quizzes
Caveat Emptor
• Caveat Emptor is a Latin phrase which means “Let the Buyer Beware”
• In practice, this means that consumers should act reasonably and sensibly when making purchasing decisions and examine goods carefully before they buy
• If you don’t take reasonable steps to ensure goods are free from damage, your entitlements may be affected later on
What is a valid complaint?
• Faulty or damaged goods• Goods that are not as
described• Goods that do not perform
the task they are designed to do
What is a non-valid complaint?
• Shop-soiled goods where the defect was pointed out at the point of sale
• Consumer changing their mind about a product
• Consumer causing the damage to a product• Consumer buys a product without checking its
suitability, e.g. buying a black instead of navy jacket, item too small or not matching existing products - jacket and trousers
Making an Effective Complaint
• Do not attempt to repair the item yourself – this may affect your rights
• Contact the seller as soon as possible when you notice the fault
• Ask to speak to someone in authority who can deal with your complaint
• Explain the problem and how you would like it resolved
Making an Effective Complaint
• Consider any resolution put forward by the seller reasonably
• Make sure that you have proof of purchase, e.g. receipt, invoice, cheque stub, credit card receipt
• Keep a record of all contact with the seller in case you have to go to the Small Claims Court
Third Parties
• If you don’t get a satisfactory resolution when you complain to the retailer, you can contact a third party - someone who will try to act on your behalf or give you information to reach a settlement with the shop•Examples of third parties include:o Industry regulators, e.g. ComReg for telecoms issues, Aviation
Regulator (CAR) for airline problemso Ombudsman, e.g. in disputes for goods or services in relation to
local authoritieso Trade associations, e.g. ITAA for travel agents, SIMI for motor
dealers
Small Claims Court
• If you still haven’t reached a satisfactory resolution to your complaint, you can go to the Small Claims Court
• This provides an inexpensive and easy way for consumers to resolve disputes without the need for a solicitor
• Small Claims service is provided in your local District Court office, or you can apply through Courts.ie
• The charge is €15 and the claim cannot exceed €2,000
Stages involved in making a complaint
Paying Deposits
• A deposit is a payment made to a supplier of a product or service by a consumer indicating an intention to buy it
• Paying a deposit creates a contract. If you then change your mind about buying the product you forfeit your rights and lose the deposit
• If the seller goes out of business (liquidation, receivership etc) you can make a claim to the liquidator/receiver for a refund of your deposit.
• However, you will be considered an unsecured creditor and are unlikely to get you money back
Gift Vouchers
• Gift vouchers should be treated as cash, i.e. if you lose the gift voucher, the retailer has no obligation to reimburse you
• Some gift vouchers have an expiry date• Consumers have very few rights if the
company goes out of business, as they become creditors of the business and will only receive a fraction of what the voucher was worth, if anything
Receipts• Retailers have no legal obligation to
provide a receipt• However, receipts are considered
proof of purchase, so consumers should always ask for one
• Handwritten receipts can be accepted if a till receipt is unavailable
• Proof of purchase doesn't have to be the shop receipt (e.g. shopper could show a credit card statement)
Summary of Lesson
• Caveat Emptor “Let the Buyer Beware”• Examples of valid complaints• Examples of non-valid complaints• Making an effective complaint• Third Parties• Small Claims Court• Paying deposits and where you stand• Gift vouchers• Receipts
Test your knowledge
• Go to www.ConsumerConnect.ie and click on quizzes in “Multimedia” to test your knowledge by completing the “Clever Consumer” and “Great Complainer” quizzes