CHAPTER 24 CONSUMER RIGHTS AND RESPONSIBILITIES YOUR CONSUMER

CHAPTER 24 CONSUMER RIGHTS AND RESPONSIBILITIES

YOUR CONSUMER RIGHTS • CONSUMERS BANDED TOGETHER TO DEMAND FAIR TREATMENT AND FIGHT AGAINST UNFAIR BUSINESS PRACTICES • PUBLIC AND PRIVATE AGENCIES, POLICIES, LAWS AND REGUALTIONS WERE DEVELOPED TO PROTECT CONSUMERS • CONSUMER MOVEMENT HIGLIGHTED BY JOHN F. KENNEDY’S CONSUMER BILL OF RIGHTS IN 1962

CONSUMER BILL OF RIGHTS KENNEDY 1962 1. THE RIGHT TO BE INFORMED--GIVEN CORRECT INFORMATION 2. THE RIGHT TO SAFETY--PROTECTED FROM HAZARDOUS GOODS AND SERVICES 3. THE RIGHT TO CHOOSE--ASSURED OF VARIETY OF GOODS AT COMPETITIVE PRICES 4. THE RIGHT TO BE HEARD--CONSUMER INTERESTS CONSIDERED BY GOVT

CONSUMER BILL OF RIGHTS 5. THE RIGHT TO A REMEDY--RIGHT TO LEGAL CORRECTIONS OF WRONGS (NIXON 1969) 6. THE RIGHT TO CONSUMER EDUCATION -- LEARN RIGHTS AND RESPONSIBILITIES (FORD 1975) 7. THE RIGHT TO SERVICE--ENTITLED TO CONVENIENCE, COURTESY, RESPONSIVENESS TO PROBLEMS AND NEEDS (BILL CLINTON 1994)

EXERCISING YOUR CONSUMER RIGHTS • RIGHT TO BE INFORMED-- “FRAUD” • RIGHT TO SAFETY-- CPSC, FDA, USDA SET SAFETY STANDARDS TO PROTECT FROM HARM • RIGHT TO CHOOSE-- COMPETITION ALLOWS FOR VARIETY OF CHOICES • RIGHT TO BE HEARD-- OFFICE OF CONSUMER AFFAIRS (0 CA); CUSTOMER SERVICE DEPT; FTC REGULATES ADVERTISING, BBB, TRADE ASSOCIATIONS ESTABLISH STANDARDS OF QUALITY

EXERCISING YOUR CONSUMER RIGHTS • THE RIGHT TO A REMEDY--LAWS IN PLACE; A GUARANTEE IS A PROMISE MADE ABOUT QUALITY OF PRODUCT IN WRITING – EXPRESSED WARRANTIES--MADE ORALLY OR IN WRITING – IMPLIED WARRANTIES--IMPOSED BY LAW AND APPLY EVEN THOUGH IT IS NOT WRITTEN

EXERCISING YOUR CONSUMER RIGHTS • RIGHT TO CONSUMER EDUCATION-KNOW HOW TO MAKE DECISIONS AND IMPLICATIONS OF DECISIONS • THE RIGHT TO SERVICE--ENCOURAGES BUSINESSES TO PRODUCE HIGH-QUALITY PRODUCTS

YOUR CONSUMER RESPONSIBILTIES • BE HONEST--DISHONEST PEOPLE CAUSE HIGHER PRICES FOR OTHERS; SHOPLIFTING • BE REASONABLE--COMPLAIN IN A REASONABLE WAY; HAVE JUST CAUSE, BE CALM, SPEAK TO HIGHER OFFICIALS • REPORT UNETHICAL PRACTICES--TO PREVENT OTHER CONSUMERS TO BE HARMED • BE INFORMED--FIND AND USE INFO; LEARN ABOUT LAWS; HELP STRETCH $

YOUR CONSUMER RESPONSIBILTIES • BE INVOLVED--BE AN INFORMED VOTER; MAKE CONCERNS KNOWN TO GOVT.

FYI • READ EVERY DOCUMENT BEFORE YOU SIGN IT! • BUYERS REMORSE OCCURS AFTER A CONSUMER REGRETS AN EARLIER PURCHASE • LEMON LAWS PASSED IN EVERY STATE TO PROTECT LAWS STUCK WITH MALFUNCTIONING VEHICLES • NATIONAL BUREAU OF STANDARDS SETS REGULATIONS TO ENSURE UNIFORMITY