At one time the slogan “The consumer is always right” was championed by successful businessmen like Harry Gordon Selfridge, John Wanamaker, and Marshall Field, all from the United States of America. These men were great retailers who realized early that their businesses depended on the happiness of their customers. They didn’t intend to mean that the customer was never wrong but it was a sign that the customers were special. The staff was asked to treat customers as if they were always right. The Japanese respect customers even more. They used to say “the customer is god.” This sentiment is reflected in Japan’s Customer Contract Act, which insists on fair trade for customers and strictly prohibits unfair commercial practices. It dismisses the act of earning money through fraudulent means. But, come today these practices have evolved. Today customers have to be wary. Retailers have become unscrupulous and are bent on making money rather than being fair to customers. Many customers have characterized today’s trading to be ” man eat man”. In other words, there is no more fair play or a win-win situation. Many customers get cheated by unfair practices and those without any education or knowledge just accept the fraudulent ways and classify it as bad luck or a born loser.
Sham (not his real name) recently had internet service fitted at his home. Sham being a school teacher needed a secure and stable internet connection. He had to conduct lessons daily online as schools were closed due to Covid 19 infections on the increase. Once the application and payment were settled with the authorities concerned, the internet provider handed over the installation to their registered private installers. Sham was quite unlucky as the installers, were two young guys. The installers either did not know or they simply wanted to finish the installation fast and scoot off. The house had a prebuilt installation port, One was on the ground floor in the store and another in the master bedroom above on the first floor. The installers came at about 4.00 pm so had only about one and a half hours to finish their work as their working hours finishes at 5.00 pm. Without giving much thought to the idea that they were installing it in an unsuitable place, they finished their job quickly and went off. It was installed in a closed area that had walls all around. Thus, the signal couldn’t penetrate out of the walls to the devices. They even insisted that Sham pay a small amount of money for the installation. Sham being naive paid the fee.
Later, when Sham started using the wifi service provided it was bad. His desktop was located on the top floor and he couldn’t have access to his wifi service. Even his family members were not satisfied with the service as the wifi service was lagging. He called the internet provider’s office but there was no proper response. After 18 attempts Sham was very upset. He decided to make a complaint at the Consumer Tribunal. The tribunal accepted the complaint and called both parties. After two hearings the internet provider was issued a harsh warning and directed to do reinstall in a suitable place. The next day the provider themselves sent their technicians to reinstall the equipment. This time they drilled a hole out of the store and fitted it right in the middle of the house where there was an open space. Then it functioned well. Fortunately, Sham, a teacher, knew he could go to the consumer tribunal where consumers can voice their dissatisfaction. This is just one real case where the consumer could get justice but there have been hundreds of cases where the consumers are cheated. Not many consumers know that they have many avenues to fight their cause. They don’t know help is available for them to avenge the injustice done to them.
Sales: Photo by picmamba.com from Pexels
Consumers must educate themselves to face the present-day challenges. Now, the prices of most consumer goods and other necessary things like building materials and car spare parts have skyrocketed. The retailers blamed the COVID 19 pandemic and the floods. But, the question is, are the retailers increasing the prices to cut losses incurred during the lockdown in 2020 and 2021? There are many ways consumers are cheated by retailers. One common way consumers are exploited in the market is by False Advertisements. Traders have very creative ways of selling their products. Very often they put deceptive and misleading claims of the superiority of their goods. They may market their products as made in USA or Japan. Many Malaysians believe that products from USA or Japan are far superior compared to other countries. But the product could have been manufactured in the slums in Malaysia in a hidden place. Good examples are sports T-shirts and shoes which carries brands like Adidas, Nike or Puma. People also get confused with the word “made in” and “designed in”. Although these products used materials sourced locally they are sold at premium prices like genuine products. Consumers must be aware of such tactics. Additionally, some retailers charge deceptive and higher prices than genuine prices. Consumers are often not aware of the prescribed price and once they are very keen to get a specific product they don’t bother so much with the increased price. They just want to own it. Impulsive buyers especially need to educate themselves with knowledge about retailers. Fake billing also goes hand in hand with retailers selling fake or duplicate goods. Buyers are billed as if they are buying genuine products. Many traders also sell products of substandard quality. The traders sell expired products or defective products with the pretext that they are cheaper due to overrun production. Night markets are perfect places to sell such products and since they are cheap they are easily sold.
Some products are not weighed or measured accurately. Traders do this to increase their profit thus creating a financial loss to the consumers. False information is sometimes given by retailers on price, quality, expiry date and manufacture date are given by retailers to mislead them. This may be done to cut losses and clear their stock. Retailers also cleverly hoard their products to create a shortage. Once prices increase they sell their products.
Consumers need to know of their rights when overcharged by fraudulent retailers or getting dangerous and faulty goods. If a consumer is not satisfied with the product the consumer can compliant with the Ministry of Domestic Trade, Co-operatives and Consumerism. They can do it face to face by going to their office or online. This also includes products bought online. If you think you have the right to claim check it up with the Tribunal for Consumer Claims in Malaysia. I believe they have offices in every state. This also can be done online. The fee is just RM5.00. Normally, during festivals in Malaysia or during certain periods where we have an unforeseen problem like the haze, retailers will charge consumers an unreasonable price. This is just to make quick money at the expanse of consumers. Consumers must realize there is a law against excessive pricing, Price Control and Anti-Profiteering Act 2010. Another Law, Control Supplies Act 1961 acts against retailers who set their price for goods that are controlled items. Goods like eggs and flour are classified as controlled items during festive seasons and the price is fixed. Retails can’t increase the price. Consumers can also complain to ConsumerAssociations of FOMCA.
If any consumer comes across a situation where retailers try to cheat consumers or give unsatisfactory products or services, one can complain also via the eAduan System or phone them using the toll-free number 1800-886-800. It is the right of the consumer to make a complaint. Exercise your right and avoid being cheated.
Palaniappan Karuppan is a content writer under Headliner by Newswav, a programme where content creators get to tell their unique stories through articles and at the same time monetize their content within the Newswav app.
Register at headliner.newswav.com to become one of our content writers now!
Newswav is solely an aggregation platform and hosts the content. The views expressed and content above including media (pictures, videos, etc) were provided by the author. If you have any questions about the content, copyright or other issues of the work, please contact Newswav.