FHCE 3100E Exam 2 ACTUAL UPDATED QUESTIONS AND CORRECT ANSWERS
Key Legislation Federal food/drug and cosmetic act
Federal trade commission
Civil rights act
Consumer credit protection act
Fair credit reporting act
Equal credit opportunity act
Fair credit billing act
Fair debt collection act
Food labeling act
Review of the Steps in the Consumer Buying Process Prepurchase
-assessing need or want
- searching for information
-evaluating alternatives
-selecting
Purchase
-buying
Postpurchase
-evaluating after purchase through use and comparisons
*consumer protection should occur at every one of the these 6 steps; we tend to
complain more and seek restitution at the 6th step logically
, What do we complain about? Identity theft
Debt collections
Banks and lenders
Shop at home/catalog sales
Prizes/sweepstakes/lotteries
Internet scams
Auto complaints
Mobile/telephone services
Credit cards (ties to ID theft since they are used in the theft
Consumers' Options What are consumers' options during the post purchase step of a product or
service when they have been harmed in some way, the product does not perform
properly, or the service is unsatisfactory? you seek redress
Redress Consumers have a "right to redress which is the right to seek and obtain
satisfaction for damages incurred through the use of a product or service"
Where to complain Local business - place from where you purchase
Business headquarters
Manufacturer
Self regulatory organizations
Government consumer protection agencies
Small claims court/civil court
Class action suits
Effect Consumer Redress No emotional outburst on phone or through email
Act promptly
Know your rights
Get organized (when, receipts, where, model #, etc.)
ut in writing
If you are going to snail mail a letter or complaint, by Certified of course, you then receive a receipt that your post has been received
what means do you mail the letter?
Keep Records Recommend consumer keep a file for sales receipts, contracts, warranty
information, operating instructions, and owner's manuals for major purchases or
services
Get yourself a fireproof lockbox
Step 1 Returning to the place where the item was purchased or service rendered
- if it is a meal, complain then, not later
Currently no laws regulating refunds and stores are not required to post their
policy but some do
- target's policy: most unopened items in new condition and returned within 90
days will receive a refund or exchange. Some items have a modified return policy
noted on the receipt
Individual stores et tier own refund policies
- generally, merchandise purchased in store or on Walmart.com can be returned
or exchanged within 90 days of purchase with or without receipt. there are
exceptions to the general 90 day rule
Be prepared to explain the problem
- calmly, don't blame person helping you
Key Legislation Federal food/drug and cosmetic act
Federal trade commission
Civil rights act
Consumer credit protection act
Fair credit reporting act
Equal credit opportunity act
Fair credit billing act
Fair debt collection act
Food labeling act
Review of the Steps in the Consumer Buying Process Prepurchase
-assessing need or want
- searching for information
-evaluating alternatives
-selecting
Purchase
-buying
Postpurchase
-evaluating after purchase through use and comparisons
*consumer protection should occur at every one of the these 6 steps; we tend to
complain more and seek restitution at the 6th step logically
, What do we complain about? Identity theft
Debt collections
Banks and lenders
Shop at home/catalog sales
Prizes/sweepstakes/lotteries
Internet scams
Auto complaints
Mobile/telephone services
Credit cards (ties to ID theft since they are used in the theft
Consumers' Options What are consumers' options during the post purchase step of a product or
service when they have been harmed in some way, the product does not perform
properly, or the service is unsatisfactory? you seek redress
Redress Consumers have a "right to redress which is the right to seek and obtain
satisfaction for damages incurred through the use of a product or service"
Where to complain Local business - place from where you purchase
Business headquarters
Manufacturer
Self regulatory organizations
Government consumer protection agencies
Small claims court/civil court
Class action suits
Effect Consumer Redress No emotional outburst on phone or through email
Act promptly
Know your rights
Get organized (when, receipts, where, model #, etc.)
ut in writing
If you are going to snail mail a letter or complaint, by Certified of course, you then receive a receipt that your post has been received
what means do you mail the letter?
Keep Records Recommend consumer keep a file for sales receipts, contracts, warranty
information, operating instructions, and owner's manuals for major purchases or
services
Get yourself a fireproof lockbox
Step 1 Returning to the place where the item was purchased or service rendered
- if it is a meal, complain then, not later
Currently no laws regulating refunds and stores are not required to post their
policy but some do
- target's policy: most unopened items in new condition and returned within 90
days will receive a refund or exchange. Some items have a modified return policy
noted on the receipt
Individual stores et tier own refund policies
- generally, merchandise purchased in store or on Walmart.com can be returned
or exchanged within 90 days of purchase with or without receipt. there are
exceptions to the general 90 day rule
Be prepared to explain the problem
- calmly, don't blame person helping you
