Consumer protection laws only apply to consumers who buy goods for their own use. These laws do not apply if: 1. You buy goods from someone who does not have a proper business. For example, you don’t have legal protection if you buy a second-hand computer from a friend.
2. You buy goods that are sold to you for business purposes.There are different laws that cover faulty goods purchased by businesses.
LO 1.7
3. What should you do if you purchase faulty goods? Any consumer like Jason who purchases faulty goods or services
and wants to make a complaint should do the following:
Step 1 Find the receipt. This is your proof of purchase from the retailer. Without this, you have no legal rights against the retailer.
Step 2
Contact the retailer in person. Don’t delay. It is important to contact the retailer and return faulty goods as quickly as possible. Your claim becomes weaker the longer you delay. Return to the shop and ask to speak to the manager. Complain in a polite but fi rm manner. Insist that your legal rights as a consumer are respected. Don’t be aggressive as this can annoy people. Don’t hand over the receipt as this is your only proof of purchase. This approach ensures that retailers take their customer service seriously. It also helps to protect other consumers from having a similar bad experience. If this does not work, then go to the next step.
Step 3 Put your complaint in writing. If talking to the retailer does not work, write an email or letter of complaint to the shop-owner or manager outlining your problem. Keep a copy of the email or letter. (See sample email on the next page).
Business Careers Customer Service Agents provide sales and after-sales services to customers. Some work in shops while others provide customer service over the telephone and Internet. They are employed in a wide range of commercial and State organisations.
