Tips for problem-free shopping

Preventing problems is always better than solving them. As consumers, we do not always realise that caution, coupled with a good know-how of what our responsibilities are, can help us avoid and prevent most problems.

Our first responsibility is to identify what our needs are and then shop around to obtain as much information as possible on the product or service we intend to purchase. At this stage, our priority should be to compare prices, quality standards and features of competing products. After this, we would be in a better position to choose the product or service that best meets our needs.

When purchasing an item, whatever we are promised by the trader should be written down. If it is not, then we can assume it is not true. If we feel forced to take someone's word for something, as a precaution we should write down the name and contact information of the person we are speaking to, date, time, location, and exactly what we are being promised.

Once the purchase is made, we should carefully check the receipt to ensure the correct transaction details, such as date, amount paid, name of product purchased and details of trader, are recorded. The receipt, together with the other documents related to the purchase, such as product manuals and warranty documents, should be kept for any possible future usage. Ideally, we would set up an organised filing system whereby all the documents related to the purchase are kept for a while.

Should the type of product or service that is about to be purchased necessitate the signing of a contract, it is our responsibility to fully understand each and every clause. A contract sets out the legal obligations of not only the trader but also the consumer's, and these obligations are to be honoured by both parties. Should we not be satisfied with the contract terms, we should either try to re-negotiate them or simply not accept them.

Should we have problems with the product purchased, our attitude when we put forward our complaint should not be rude or aggressive but calm and polite. Angry behaviour will probably only make things worse and can work against us. Even our request for redress should be a reasonable one. Remedial action for a faulty product may come about in the form of repair, replacement, or refund.

When complications crop up, it is also important to make and keep copies of any correspondence with the trader or service provider. Whenever possible, we should also document dates and times of any phone calls made, faxes sent or letters mailed. It might also turn out useful to jot down the names of the people we spoke to on the phone or left a message for.

If we have ongoing problems with a particular product, our concerns should be put down in writing, noting dates of incidents, what we did and how the trader reacted. These records may be very important if we do not manage to solve the problem and have to go through mediation or open a case with the Consumer Claims Tribunal.

Finally, we should always trust our instincts. If we get a bad vibe about a product or feel misled or taken advantage of, it probably is the case. In such situations, we should seek assistance as soon as possible to avoid unnecessary hassle and waste of money.

customer@timesofmalta.com

Ms Vella is senior information officer, Consumer and Competition Division.

odette.vella@gov.mt