2008
FAULTY GOODS TOP LIST OF CONSUMER COMPLAINTS
Complaints about faulty goods topped the consumer complaints league in the first half of the year, accounting for more than a quarter of all calls to Consumer Direct East Midlands.
During the six month period to the end of June 2008, the government advice service received nearly 10,000 complaints about faulty goods in the East Midlands, and more than 120,000 nationally. The top five problem areas were second hand cars, furniture, audio-visual equipment, large domestic appliances and computers.
Goods bought from shops and online traders must be of satisfactory quality, fit for purpose and match their description. If they are not, shoppers may be able to claim a repair, replacement, or a partial or full refund.
Sara Barry, Manager from Consumer Direct East Midlands says: 'You have legal rights if you buy a product that's faulty, which mean that you may be entitled to a refund, repair or replacement. It's worth checking where you stand before you complain as you may have more protection than you think. You should make the retailer aware of the problem as soon as possible but if you’re not satisfied with the response call Consumer Direct for advice.'
Consumer Direct East Midlands has the following list of tips for people who have bought faulty goods:
• Keep all receipts as proof of purchase as this could help you when returning the item.
• If a product is faulty as soon as you get it home, stop using it and contact the shop (rather than the manufacturer) straightaway, as you may be able to 'reject' it and claim a full refund.
• If you have had some use out of the product you may lose your right to a full refund, but you could still be entitled to a repair, like for like replacement or partial refund.
• If you’re offered a credit note, you do not have to accept it unless you wish to.
• Don’t be put off by notices in shops stating "No Refunds" – these can often be illegal.
• Under remedies introduced in 2003, if a fault occurs within the first six months after purchase, it's up to the trader to prove that the fault was not present at the time of sale.
Anyone unsure of their rights or needing advice on how to complain can call Consumer Direct on 08454 04 05 06 or visit www.consumerdirect.gov.uk
'Defective Goods' Complaints 1st January to 30th June 2008
|
|
Complaint Type |
Total East midlands Complaints |
Total National Complaints |
|
1 |
Second Hand cars |
1928 |
21623 |
|
2 |
Furniture |
1011 |
14656 |
|
3 |
Audio Visual |
880 |
11493 |
|
4 |
Large Domestic Appliances |
818 |
10980 |
|
5 |
Personal Computers, accessories, software and services |
665 |
8610 |
|
6 |
Telecommunications |
645 |
8007 |
|
7 |
Home maintenance and Improvements |
392 |
3933 |
|
8 |
New Cars |
273 |
3565 |
|
9 |
Clothing and clothing fabric |
243 |
3417 |
|
10 |
Small Domestic Appliances |
225 |
2810 |
