Business | General
Consumers suffer for lack of knowledge on rights
Buying a new television is a very exciting experience, but having it break down a month later is not. Having a customer service agent tell you that it would cost Dh1,000 to fix would probably result in the worst possible feeling.
- By Mohammad Jihad, Community Web Editor
- Published: 23:13 March 4, 2009
Dubai: Buying a new television is a very exciting experience, but having it break down a month later is not. Having a customer service agent tell you that it would cost Dh1,000 to fix would probably result in the worst possible feeling.
This brings up the issue of what a customer is entitled to when it comes to consumer protection. Gulf News readers agree on one thing: consumers should be educated regarding their rights.
Samar Tauqir, a customer service supervisor, said that not much attention was being paid towards satisfying customers.
Tauqir, a Pakistani expatriate, said: "Customers are often taken for granted - proper attention is only given to a customer when he or she spends a lot of money."
He added that people did not usually receive the consumer rights they deserved.
According to Tauqir, the commercial agencies law, which gives a company the right to distribute a product exclusively, is a good business strategy. However, he said it is not useful for customers.
He said: "It promotes high price fixation without negotiations. I do not think the law should be removed, but the relevant authorities should control and monitor prices to help customers."
Zahra Jama Saleh, a quality officer, agreed that if there is a contract between the distributor and the brand, then it is their right to distribute it exclusively, but it is the authority's job to monitor product price tags.
She said she thought that many paying customers felt that they were not being given a fair service.
Saleh, a Somali expatriate, said: "There are certain organisations in the UAE that give excuses to try and bend the rules of the warranty given to the customer."
According to Saleh, education was the most important way to inform consumers of their rights.
She said: "The authorities should promote customer rights, as many people do not know what they can fight for."
On a positive note, Emma Suba, a Filipina executive secretary, said she has not experienced any bad service in the UAE.
However, she added that buyers are not taken as seriously as they should be.
She added: "I do get what I am promised in the warranty. However, the automatic response would be that it would take about two weeks to fix."
To control prices, Suba recommended that authorities implement a price ceiling in which exclusive distributors were not permitted to exceed set price limits.
Suba said it was vital for customers to be aware of their rights.
She said: "I cannot go to a company and complain, because I do not know what my rights are."
To lodge a complaint, contact the Ministry of Economy's toll-free number 600522225 or visit the ministry's website www.economy.ae/e-complain
More from Business General
More from Business
Business Editor's choice
-
DFSA chief to step down in September
Executive has been at post since 2008
-
Geepas idea blossomed in Dubai
The journey led from a small shop in Bahrain to a $1.27b company in the UAE
