Sunday 27 July 2014

The Voice - Consumer's Voice

Dear Consumer’s Voice #1

I purchased a bed which I saw in the store and also on the advertisement paper of that particular store at a hire purchase. When they delivered the bed they gave me the wrong type of bed but I signed that I received the goods. 2 days after receiving the bed I sent them a message and told them, they replied we are sorry come to the store with your papers. I did what they say then its a different story they can not change the bed or return it, because is reported two days after delivery. How can I handle the situation?

Clearly you made a mistake in signing the delivery note which no doubt the store will say means you accepted the goods as delivered, regardless of their condition and ignoring that fact that they delivered the wrong bed. However I don’t think you should give up hope. Surely the store will have records from the day you bought the bed confirming the item you actually bought? They can then see that they delivered the wrong item.

I suggest that you write the store a letter saying that despite signing the delivery note they have nevertheless breached Section 13 (1) (a) of the Consumer Protection Regulations because “the commodity sold … does not match any sample or description given” to you when you bought it. Tell them that you consulted us and that this was our advice. If they want to argue they can call me for a simple explanation of how to offer a basic level of customer service and how to do the decent thing. While they’re on the phone I’ll advice them on courtesy as well.

Let me know if they give you any trouble?

Here’s a free tip for you for the future. Never, EVER sign a delivery note without writing the following words on it: “Received but not inspected. I do not waive any of my consumer rights.” Then sign your name alongside what you just wrote. If the guys making the delivery give you any hassle about what you just did then send them back to the store with the goods. Then write to the store accusing them of breaching your consumer rights and cancelling the entire purchase. Copy the cancellation letter to us as well. Accept no arguments.

Dear Consumer’s Voice #2

I have a sister who has been trying to register a company. She used the services of a company in order to speed up the process, so she paid P680. P360 was to be paid at the Register of companies and the remaining balance being the profit for them. Apparently when she went to collect the certificate she was told by the director that the person whom she paid the money to had since been fired coz she used the money. She showed the receipt to the owner but he took it and said he is going to use it as exhibit at the police to report his employee. The problem now is he refused with the certificate but only showed it to my sister and demanded an extra P180 to release it.

Why should you be made to suffer because this company employed someone who turned out to be a crook? It’s simply not your fault and you shouldn’t be made to suffer as a result of their employee’s criminal nature.

Unfortunately this isn’t the first time we’ve heard this sort of nonsense. Company managers and owners seem to forget that when customers like your sister step over the threshold into their office they are dealing with the company, not just one individual. The fact that the employee stole your sister’s money is absolutely the company’s responsibility. Of course they can fire the employee and call the Police and have her prosecuted, that’s the responsible thing to do but meanwhile they have a responsibility to help her. She is, after all, their customer.

I also don’t understand why they are delaying if all they want from your sister is P180. Are they that useless as a company that P180 will bankrupt them? Are they that poor?

Send us the details of the company and we’ll get in touch and explain things to them. In terms so simple that even they can understand them.

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