Technically no, but consumer goods and services ombudsman (CGSO) Magauta Mphahlele is urging suppliers to “take a humane and reasonable approach”.
Technically no, but consumer goods and services ombudsman Magauta Mphahlele is urging suppliers to “take a humane and reasonable approach”.“The companies and brands that emerge intact from this pandemic will be those that put their customers first.”
The most powerful consumer warranty is the Consumer Protection Act’s six-month warranty, which automatically applies to all goods and services sold. Should an item develop a defect or become unfit for purpose in that time, the consumer has the right to choose the remedy: refund, repair or replace. From the seventh month, the manufacturer’s voluntary warranty kicks in, giving the manufacturer the right to decide on the remedy.
“Communication is key during this period - whether it’s informing consumers how to go about lodging refunds and returns, or ensuring that your staff are sufficiently trained in any new procedures around the logging and time-stamping of electronic or telephonic queries with respect to defective goods, or goods that need to be returned when lockdown ends,” said Mphahlele.
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