Chapter 3 Consumer Protection

Consumer Rights and Responsibilities , John F. Kennedy Consumer Right = Consumer Responsibility Right to Safety = Right to Safety Right to be Informed = Right to be Informed Right to Choose = Right to Be Heard = Right to Be Heard Right to Redress = Right to Redress Right to Consumer = Education Right to Consumer = Education Right to a Healthy = Environment Right to a Healthy = Environment Use Products Safely Use Information Choose Carefully Express Satisfaction/ Dissatisfaction Seek Redress Be an Educated Consumer Contribute to a Healthy Environment

Government and Consumer Protection 3.2 Governmental Organizations These organizations were set up by the government to protect consumers FTC CPSC EPA USDA NHTSA BBB (not a govt. agency) BBB State Attorney General US Post Office Warranties Companies promise that the product will meet specific standards, or they will repair, replace, or refund (Magnuson-Moss Warranty Act) Full Warranty Limited Warranty Implied Warranty Best Buy Performance Service Plan

Deception and Fraud 3.3 Legalbut Deceptive Trading Up Sale Price Suggested Retail Price Loss Leader Illegal and Fraudulent Bait and Switch Pyramid Schemes Telephone Fraud

Resolve Consumer Problems 3.4 Resolve the Problem The Complaint Process Government Involvement to Help Consumers