Consumer Conflict - Business Revision Notes

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Contents

Consumer Conflict 4

Non Legislative Methods of Solving Consumer Conflict 4

1) Negotiation 4

2) Consumer’s Association of Ireland (CAI) 4

Legislative Methods of Solving Consumer Conflicts 5

Consumer Conflict

  • Caveat Emptor: let the buyer beware: consumers are expected to be cautious and use their common sense.
  • Consumer conflict usually arises due to a) poor quality goods/ services b) over priced goods/ services and c) bad customer services.
  • NOTE: There are 2 types of consumer conflict-

Legislative: conflict is resolved by referring to the laws of Ireland and using a legislative organisation.

Non Legislative: conflict is resolved without reference to the law of Ireland or

Any legal agency.

Non Legislative Methods of Solving Consumer Conflicts

  1. Negotiation: the process of bargaining to reach a mutually acceptable conflict. The steps involved include a) the consumer returns to the shop and sets out their position b) the shop sets out its position, they may agree with the consumer’s position or disagree with it c) both parties continue negotiating until a compromise is reached.
  2. Consumer’s Association of Ireland (CAI): Their role is to ensure consumers get good quality products, get good value and knows their rights. If a consumer has a problem they can contact the CAI for expert advice and how to solve their problems. Also publish a magazine called the Consumer Choice.

Legislative Methods of Solving Consumer Conflicts

  1. Sale of Goods and Supply of Services Act 1980
  • Goods must be of merchantable quality, fit for their purpose, as described and conform to sample.
  • If the goods do not satisfy these conditions, the consumer is entitled to a remedy such as
  1. Refund: usually given if a major fault is discovered soon after purchase.
  2. Replacement
  3. Repair: often received if the goods have been in us for some time.
  • Services: when buying a service the supplier must be qualified and have nec...

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