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Day: April 7, 2011

Complaints on manufacturer’s guarantees

A manufacturer’s guarantee is a promise in writing by the manufacturer that if certain parts are defective or malfunction,within a particular period of time, the manufacturer will either remedy the defect or replace the product. However, there is no legal obligation on the part of the manufacturer to provide its own guarantee for under the Consumer Protection Act 1999, consumers already...
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Overcoming overcharges in utility bills

Even if you have not committed yourself beforehand to a price for a service, the amount charged must be reasonable. You can find out what is a reasonable rate by getting estimates from other firms for the same service provided. If you have been charged an unreasonably high figure, write to the firm that provided the service, stating that you are only willing to pay a reasonable sum, as charged...
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Direct sales – What are your rights

Both door-to-door sales and mail order come under the Direct Sales Act 1993. According to the Minister of Ministry of Domestic Trade, Co-operatives and Consumerism, the amendments to the Act will be tabled in Parliament in 2010.  Part of the proposed amendments is to stop companies from carrying out pyramid schemes and to  increase the penalties for those who do so.   CAP has been...
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Making a contract – What are your obligations and rights

You purchase goods from a shop and walk away. It seems a simple transaction. In fact, however, you have just engaged in a contractual exchange. Contracts are created not only when you sign some agreement but also whenever you buy goods and services.   Most of the contracts that you get into are verbal contracts. Contracts do not have to be in writing to be legally enforceable. In fact,...
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Having the Work Done on Time

If a time frame is specified (advertised as “within 24 hours”, for example) and it is not fulfilled, the tradesman is breaching the Trade Descriptions Act 1972. You, as a client, have the right to ask for a refund. Mohd Faroque of Kangar, Perlis complained to CAP about a courier company which did not live up to its promise that all deliveries within Peninsula Malaysia can be made...
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Reasonable Standard of Work

If the standard of work is not up to a reasonable level, you can claim all or part of your money back. That was what Ramlan Badawi of Sandakan, Sabah did. Encik Ramlan had purchased a money order for RM35 from the Sandakan Post Office on 29 October 1996. He sent the money order to apply for membership of an organisation in Kuala Lumpur. However, this organization did not receive it. Encik Ramlah...
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Hire-purchase and easy-payment schemes

Buying on instalment seems easy and affordable - you make a small deposit, take home the item and continue paying monthly instalments. But as many borrowers have found out too late, monthly instalment payments can give rise to many problems.   Before we look at these problems, it is important to differentiate between instalment payments under hire-purchase schemes and under easy-payment...
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How to complain to CAP

Consumers who want to make complaints are welcome to do so. Download the complaint form and fill in all the particulars required. You should state your complaint briefly but clearly, giving all the relevant information. We expect consumers to have tried to resolve the complaint on their own. If you have not done this, you should do it first. Many complaints can be settled this way. But if you...
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Getting help from CAP

What happens when you complain to Consumers Association of Penang (CAP)? The issue could be about anything, from poor quality products or services to tenancy or pollution. What action can CAP take? On noting down your complaint, the staff of the Complaints Section will investigate your problem. They might be able to give you an opinion on the merits of your case or suggest an argument or...
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