What you should look out for when buying a service

As consumers, we buy as many different types of services as we purchase different goods.

For instance, when we buy a new home, we usually hire a plasterer, tile layer and carpenter to do all the necessary works. When we decide to purchase a package holiday we hire the services of a travel agency to book flights, hotel and excursions.

Even when we need our goods repaired, whether it is a household good or our own car, we usually pay someone for the service. Upon purchasing a service, we have certain rights, but every case is different. Therefore, our rights can vary accordingly.

Problems are best dealt with through prevention. Before deciding who we are going to trust to carry out the service we need, it is in our interest to obtain as much information as possible about the kind of service we intend to purchase and what is on the market.

We should compare prices, quality standards and reputation. Hearing the feedback of those who actually made use of a particular service, whether or not they were satisfied with the quality or encountered specific problems, can undoubtedly help us make the best decision.

Once we make up our mind and decide who will carry out or provide the service needed, we should ensure anything agreed upon is written down. Such contracts should include a detailed description of the service purchased, when this service or works are to be carried out, the total cost and method of payment.

To avoid non-delivery or late delivery of services, it is advisable to highlight when the service is to be rendered. Such contracts should also include a penalty if the date of delivery is not honoured by the supplier.

If we are presented with a standard contract ready to sign, we should be careful and make sure we read all the terms and conditions. Any unclear terms should be discussed and clarified before signing.

Should we not be satisfied with specific contract terms, we should either try to re-negotiate them or simply not accept them. Moreover, if at any point the contract is amended, it is important to mark any changes that have been made with initials.

Services are not usually covered by guarantees, but there is nothing that stops us from asking for one when, for instance, a mechanic repairs our car, or a technician repairs our faulty washing machine. If the trader agrees to offer us such a guarantee, it should be given in writing.

Prior to ordering a service, it is also advisable to first get a quote. We should always shop around for several quotes, but at the same time we should keep in mind that the cheapest quote may not provide the best quality work. If a deposit is requested upon confirmation of the order, this should be a reasonable percentage of the total amount.

Should the service turn out to be unsatisfactory or not as agreed in the sales agreement, we should complain immediately and request a remedy or compensation. A delay in complaining can be misinterpreted for good service.

If we intend to ask for a remedy or compensation, it is also important that we do not attempt to repair what went wrong or give it to someone else to repair.

In the case of home repairs and building work in general, it is always better to avoid problems at the end of the job. Hence we should check out and raise any concerns that we have as the work progresses.

If the problem is with an ongoing service and we want to cancel it, such as a contract with a mobile phone operator or an internet service provider, we should carefully read the terms and conditions of the contract we signed.

If we change our mind because we would like to take up an offer of a competing company, there can be cancellation fees or penalties involved.

Should the trader refuse to meet our request for compensation, the next step would be to seek the assistance of the Consumer and Competition Department by lodging a complaint.

customer@timesofmalta.com

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

odette.vella@gov.mt