Guarantees for Goods
What are consumer guarantees for goods?
Automatic rights that ensure the product you buy is what you paid for and works as it should.
Why does a product safety recall occur?
When a business has sold something that is faulty or dangerous, they must remove their product from the shelves.
Name one business responsibility
Businesses are responsible for providing safe products to consumers.
Provide an example of a formal greeting
Dear customer service team.
Dear manager.
What does 'fit for purpose' mean as a consumer right?
Suitable and good enough to do the job it’s intended for.
What does a product recall involve?
Notifying consumers that there is a problem with the product and organising for the product to be returned to a business.
Define responsibility
Actions and behaviours that all people must uphold, so that a community remains safe, free, and fair.
Name one main feature of a complaint email
Subject line, formal greeting, introduce the purchase, explain the problem clearly, refer to consumer rights, state what you want the business to do, include a polite closing.
What is meant by 'undisturbed possession?'
There is a guarantee that no one will try to repossess or reclaim a product you buy. This guarantee also applies to private transactions.
Provide an example of a product safety recall in recent years and why it was recalled.
Airbags, risk of rupture during deployment. Airbag degrading.
Kmart sand kit, asbestos found in samples.
Describe social responsibility
Considering the impact of business on the community and the environment when making decisions.
E.g. environmentally friendly practices such as recycling and reducing waste and pollution.
Ethical responsibility
If you purchase a smartwatch and after 50 days it turns off, you haven't done anything to it other than wear it normally. You go to the store and ask them to fix this however because it is out of the 30 day warranty they say they cannot help. How does this infringe on your consumer rights? What should they do instead?
Not acceptable quality, watches should last for at least a year, therefore express warranties are not met. A repair should be provided. If not, a refund or replacement should be offered.
How many consumer guarantees for goods are there?
Nine
Why might a business offer a refund, repair or replacement during a recall?
A business may offer a refund, repair or replacement during a recall to remove unsafe products from use and ensure customers are not disadvantaged by a fault that was not their fault. This helps protect consumers from harm, meets the business's legal responsibilities, and maintains customer trust in the business.
Describe employer responsibility
Employees are treated fairly and equally (i.e. no discrimination against gender, race, personal beliefs).
Must provide a safe and healthy working environment.
What impact can a complaint email have? Will businesses respond well to an aggressive tone?
Complaint emails can have a positive impact if you are NICE and understanding in your email. If you come across aggressive you may not get what you want. Formal email require formal language.
Describe ONE key consumer guarantee for goods and provide a scenario for which it could be used.
Teacher discretion.
A supermarket recalls a food product because it contains an undeclared allergen. What process would occur for this recall.
Problem identified, recall announced (telling consumers to stop buying asap), customers informed, removed from sale, consumers return product, remedy (refund, replacement, exchange), cause is investigated.
An employee is getting paid less than another on the same level due to difference in gender. Are business' responsible for this, if so, how should they address it?
How might a business respond differently to a complaint email that includes evidence compared to one that does not?
A business is more likely to take a complaint seriously if it includes evidence such as receipts, photographs, or proof of purchase. Evidence helps verify the customer's claim and makes it easier for the business to determine whether a consumer guarantee has been breached. Without evidence, the business may need to investigate further or could be less willing to provide a refund, repair, or replacement.