2 Consumer Conflict

Question 1

Basic rule that means consumers are expected to be cautious and use their common sense

Answer 1

Caveat emptor/let the buyer beware

Question 2

Caveat Emptor/let the buyer beware

Answer 2

Basic rule that means consumers are expected to be cautious and use their common sense
Eg: bring a sample of paint home to make sure it matches your carpet before you buy 10 tins of it

Question 3

Another term for “caveat emptor”

Answer 3

Let the buyer beware

Question 4

What are the non legislative methods of solving consumer conflict

Answer 4

1.Negotiation
2.Consumers Association Ireland

Question 5

What is negotiation

Answer 5

A process of bargaining to try to reach a mutually acceptable solution to the conflict

Question 6

Steps of negotiation

Answer 6

1.Consumer goes back to shop with proof of purchase and sets out his position clearly
2.Consumer explains problem and says what he wants the shop to do to solve the problem
3.Shop will then set out its position and will either agree to customers request, offer an alternative solution or completley reject the complaint
THE CONSUMER AND SHOP MUST CONTINUE TALKING TIL THEY REACH AN AGREEMENT

Question 7

What does CAI stand for

Answer 7

Consumers association Ireland

Question 8

What is the CAI

Answer 8

Interest group for consumers.
Aims to make sure:
-Consumers get good quality products and services
-That are good value
-Comsumers know their rights

Question 9

CAI Functions

Answer 9

1.Consumers that experince probs with their buys can contact CAI and theyll give expert advice on his rights and how to solve the problem

2.CAI publishes magazine called Consumer Choice: Articles abt cnsmr rights and helps cnsmrs make good buying decisions

3.CAI lobbies govt abt cnsmr issues such as cnsmr laws nd availability of cnsmr advice services

Question 10

What does non-legislative mean

Answer 10

The consumer and the shop try to solve the conflict themselves without any reference to the laws of ireland or to any legal agency

Question 11

What does legislative mean

Answer 11

You try to solve the conflict by referring to the laws of Ireland or by using a legal organisation

Question 12

What are the legislative methods of solving consumer conflict

Answer 12

1. Sale of goods and Supply of Services Act 1980
   2.Comsumer protection act 2007
   3.Competition and Consumer Protection Commission (CCPC)
   4.Small Claims Court
   5.Ombudsman for Public Services

Question 13

Under the SALE OF GOODS AND SUPPLY OF SERVICES ACT 1980 what must goods be:

Answer 13

-Of merchantable quality
-Fit for their purpose
-As described
-Identical to any sample shown

Question 14

What are the 3 r’s

Answer 14

Major fault discovered soon- Refund
-Replacement
-Used goods/ long time-Repair

Question 15

What happens if goods do not satisfy the rules of the SALE OF GOODS AND SUPPLY OF SERVICES ACT 1980

Answer 15

The consumer is entitled to a remedy, one of the three r’s (refund repair replacement)

Question 16

When a consumer buys services
The SALE OF GOODS AND SUPPLY OF SERVICES ACT 1980 means the consumer had the right to expect:

Answer 16

-Person offering service is qualified and has necessary skills
-Service must be provided with proper care and attention
-Any materials supplier uses must be of good quality
-any goods sold as part of service must also be of merchantable quality

Question 17

If a service doesnt satisfy the rules under the SALE OF GOODS AND SUPPLY OF SERVICES ACT 1980 what are they entitled to

Answer 17

Refund
Replacement
Or repair

Question 18

What is the retailer legally responsible for under the SALE OF GOODS AND SUPPLY OF SERVICES ACT 1980

Answer 18

Retailer is legally responsible for silving the consumers complaint.
He cant tell the consumer its not his problem and to contact the manufacturer

Question 19

Whats an offence for a retailer under the SALE OF GOODS AND SUPPY OF SERVICES ACT 1980

Answer 19

Offence to put up any signs that gives consumers the impression they have no legal rights
E.g no refunds
Credit notes only
No refunds on sale items

Question 20

SALE OF GOODS AND SUPPLY OF SERVICES ACT 1980
Guarantees cant take away consumers basic legal rights….

Answer 20

They can only give extra protection for a consumer

Question 21

SALE OF GOODS AND SUPPLY OF SERVICES ACT 1980
Unsolicited goods

Answer 21

If business sends a consumer goods that she didnt order she doesnt have to pay for them.
She can keep them if the business doesnt contact jer for 30 days or if after 6 months they havent collevtrd them

Question 22

CONSUMER PROTECTION ACT 2007

Answer 22

This law deals with unfair business to consumer commercial practices
Doesnt apply to dealings between businesses