Seeking Redress for Faulty Products

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Presentation transcript:

Seeking Redress for Faulty Products

Consumer Protection Act (Singapore) An Act to protect consumers against unfair practices and to give consumers additional rights in respect of goods that do not conform to contract

Lemon Law In Singapore http://www.youtube.com/watch?v=RGfDdEobjqM As a consumer, you would be able to make a claim for a defective product (“lemons”) sold to you within 6 months of purchase. It is compulsory for a seller of a defective product to repair, replace, refund or reduce the price of the defective product.

Small Claim Tribunal-claims not exceeding $10,000 a quick & inexpensive way for the resolution of small claims between consumers and suppliers

Consumer Association of Singapore (CASE) is a non-profit, non-governmental organisation that is committed towards protecting consumers interest through information and education, and promoting an environment of fair and ethical trade practices Handles complains and resolutions Mediates

Success Case Studies 1 On 6th November 2012, Mr. Lim* paid in full for a netbook from an electronics company. After one day of use, the netbook exhibited problems and was sent in for repairs at the company’s repair centre. The repair process took three weeks. However, one day after collection from the centre, the same problem reoccurred and Mr Lim resent the netbook for repairs on 10th January 2013 and collected it on 16th January 2013. The problem was not rectified. Mr. Lim had been corresponding with the company for four months and they had continued to be unforthcoming in providing a resolution. Mr. Lim approached CASE for assistance and requested for a refund of his money paid and to void the purchase agreement. CASE helped Mr. Lim to negotiate with the company that sold the netbook. CASE highlighted to the company about the details of the Consumer Protection (Fair Trading) Act (CPFTA) Section 12A, Lemon Law – Defective Goods. The company agreed to replace Mr. Lim’s defective netbook with a new one.

Success Case Studies Case Study 2 Mr Thomas* purchased two laptops for a total cost of $2,918. One of the computer screens showed one dead pixel upon installation. He informed the company about this matter and they refer him to the manufacturer. The manufacturer refused to help as they claimed that the laptop will only be deemed as defective if there are six or more visible dead pixels. Mr Thomas requested the company to fix the problem for him at no cost. CASE informed the company about the provisions of the CPFTA 12A - Lemon Law and after some negotiation, the company agreed to a one to one exchange for Mr Thomas. Case Study3 Mr Grimmes* purchased an oven and after five years of use, the glass on the oven door shattered suddenly. He emailed the company and was advised that it could be due to a hairline crack and the humidity and pressure which caused the glass to break. Mr Grimmes requested the company to provide him with a more satisfactory explanation. CASE wrote to the company on his behalf and the company not only provided him a satisfactory explanation but also a 20% discount offer on his next purchase.

Task Think of a faulty product you have bought from a shop. write a letter to CASE to lodge a complain and to seek refund / replacement upload letter into folder on class sites (Due Lesson 7)