Question

Search the Internet for websites where consumers can place complaints about a product. Describe the product/service and the complaints. Analyze the complaints for patterns. Do these patterns identify a problem for the company that might be addressed based on complaints? Discuss the patterns, identify the problem(s), and give 2-3 examples of how the company can remedy the problem(s).

Answer 1

first we can define who is a consumer? different perspectives have been laid down regarding the definition of consumer. in indian context a consumer means

A Consumer is a person who purchases a product or avails a service for a consideration, either for his personal use or to earn his livelihood by means of self employment. The consideration may be:
Paid
Promised
Partly paid and partly promised .

"as provision stated by consumer protection act 1986"

in india consumer can complaint regarding the product or service to the local district consumer court and can go upto the highest and the apex court that is Supreme court of india.

consumer protection has been provided in india with the introduction of Consumer Protection Act 1986.

THE NATIONAL CONSUMER DISPUTES REDRESSAL COMMISSION- The National Consumer Disputes Redressal Commission (NCDRC), India is a quasi-judicial commission in India which was set up in 1988 under the Consumer Protection Act of 1986.

similarly in United States BUREAU OF CONSUMER PROTECTION is designated for the redressal of the consumer complaints.The Federal Trade Commission ( FTC) Bureau of Consumer Protection stops unfair, deceptive and fraudulent business practices by registering complaints and further investigations, suing companies and people that break the law.

PRODUCT- prouduct is generally a term used to specify the final goods which are ready to sales , these are like tangible goods. example of products are soap, cloth, packed foods etc

SERVICES- services are generally termed as the effort renederd by a person to customer. Banking , railways , labouring services are example of services in the market.

COMPLAINT- when the buying or purchasing party is not satisfied with the usage of the product or even that product has not met with the expectations of the product then the buyer can lodge complaint against the company or the seller party.

COMPLAINING PATTERNS -

collecting evidences and proofs of buying

attach the tax receipts

to comply with the prescribe manner to lodge and file the complaint

filing the complaint

Do these patterns identify a problem for the company that might be addressed based on complaints?

nowadays when a consumer files a complaint then the company is also intimated about the concern case and then company also indulge in redressal process and also try to resolve it as soon as possible. it also helps the company and the firm to enhance the valuation of goodwill and reputation in the market.

company can remedy the problem(s) by-

1. understand- firm need to understand the problem asap and try to solve it because in market "consumer is the king"
2. Apologize - if the firm realises that the mistake is committed from there side they shouldn't hesitate to apologize .
3. Solving the consumer problem through compensation- firm can also give compensation to the consumer
4. Contacting consumer - the authorities can directly contact the consumer to direct redressal.

after the above steps and alternative situation if a conusmer directly comes to complaint in the company then it is the responsibilty of the consumer to Acknowledge the complaint and Inform the customer that you are taking action