Chapter 3

Consumer Protection

Consumer Rights and Responsibilities 3.1

1962, John F. Kennedy Consumer Right = Consumer Responsibility

Right to Safety = Right to be Informed = Right to Choose = Right to Be Heard = Right to Redress = Right to Consumer =

Education Right to a Healthy =

Environment

Use Products Safely Use Information Choose Carefully Express Satisfaction/

Dissatisfaction Seek Redress Be an Educated Consumer

Contribute to a Healthy Environment

Government and Consumer Protection 3.2

Governmental Organizations

These organizations were set up by the government to protect consumers

FTC CPSC EPA USDA NHTSA BBB (not a govt. agency) State Attorney General US Post Office

Warranties

Companies promise that the product will meet specific standards, or they will repair, replace, or refund

(Magnuson-Moss Warranty Act)

Full Warranty Limited Warranty Implied Warranty

Best Buy Performance Service Plan

Deception and Fraud 3.3

Legal but Deceptive Trading Up Sale Price Suggested Retail Price Loss Leader

Illegal and Fraudulent Bait and Switch Pyramid Schemes Telephone Fraud

Resolve Consumer Problems 3.4

Resolve the Problem The Complaint Process Government Involvement to Help Consumers