We are all consumers. And each one of us, in some way or another, has been shortchanged. It may be that a pair of shoes got torn the first time they are worn, or a holiday turned sour because the hotel was not the one promised on the brochure, or a washing machine malfunctioned after two weeks, or perhaps a car gave too much trouble.
Over the years, more emphasis on consumers’ rights has been made. Laws have been enacted to protect their interests, and authorities set up to give consumers the support they need in times of difficulty. Consumers today know that competition gives them the possibility to “threaten” the company giving them a service or selling them an item. There are many shoe shops, travel agents, white goods retailers and car dealers that one could choose from.
The fact that consumers today know what their rights are and are not prepared to take things lying down has forced many companies to establish what are known as customer care departments, where trained people deal with the complaints received. These personnel have to keep their composure and remain polite even against the most arrogant and offensive callers.
Often, the consumers are right to complain about products bought or services received. Whether all consumers who are unhappy do call with their complaint is another matter. Yet, any company will tell you that the number of people who demand the observation of their rights as consumers is on the rise.
We have become more aware of what we should get, and that we ought to receive all that we have paid for. We do not part with our money as easily as we used to in the past, and if something goes wrong we are prepared to fight for what we think are our rights.
And so it should be. It is, after all, our money, and we have worked hard to earn it. So we have every right to spend it in the best way we deem fit, and get the value of what we have paid for in return.
Having said this, there are still pockets of grey areas that need to be addressed. There are issues that are more difficult to resolve, and it is here that the authorities and the stakeholders should do their utmost to bring everyone in line.
Recently, The Malta Independent carried a story about consumers who complained that their gas cylinder did not last them as long as usual. The company responsible, Liquigas, replied that it is very unlikely that the cylinders were sold half full. It suggested that consumers ask their distributor to weigh the cylinder at the point of sale.
But, one asks, if the weight of empty cylinders varies, and if the scales used are not 100 per cent accurate, how can the consumer be sure that he or she is being given the amount of gas that is being paid for? And, if they do ask the distributors to do so, will they do this at a charge?
Speaking of charges, it is also rather arrogant that some distributors charge extra for gas cylinders – Liquigas said that there are certain charges only when cylinders are carried up flights of stairs, and this is understandable, but some distributors also charge extra even when they leave the cylinder at the door.
If people want to give them tips, then well and good, but tips are not obligatory, and if a 12-kg cylinder costs e10.50, distributors should not say it costs e11.50 or e12. Some people, including the elderly, are afraid to confront the distributor about this, and simply pay up. But should this be the case? And, if they end up reporting him, wouldn’t they be risking that, next time round, he does not ring their bell when he visits their street?