Channels of Appeal Average business does not hear from 96% of its unhappy customers! #1 Go back to the business! #2 Write a letter to the company (complaint dept. or consumer affairs dept.) #3 Local Consumer Organization • Better Business Bureau (BBB) - nonprofit, non-govt. organization. They do not give advice. They send complaint to company and company is given 15 days to respond. (Rating System) #4 State Consumer Agencies • Office of the Attorney General prosecute • Occupational licensing boards supervise trades and professions #5 National Consumer Agencies • Federal Trade Commission (FTC) - truthful labeling, credit report info. Cooling Off Period. • U.S. Postal - illegal use of mail (inspection & false advertising) • Office of Consumer Affairs - Consumer complaints received and referred to the appropriate gov’t & private agencies. • Federal Communications Commission (FCC) regulates radio & T.V. (airspace) #5 Con’t Consumer Product Safety Commission - (CPSC) - Set standards and ban those that are considered hazardous. (emergency room lists) • Removes hazardous products #6 Arbitration/Small Claims/Class Action Federal Laws Food Drug and Cosmetic Act • Safe/Truth in Label/Weight-Vol./Name and Address of Manufacturer Wool Products Labeling Act • Amount & Kind if 5% or more Flammable Fabrics Act Flame • retardant finish for 50 washings Permanent Care Labeling Rule • permanent labels Con’t Hazardous Substances - Warning Labels Child Protection and Toy Safety - Labels, warnings, etc. Warranties Full-Specific written guarantee. Must repair or replace defective product Limited-Specified limitations, must state what is covered and for how long. Implied-unwritten guarantee, product must fulfill the purpose for which it was designed.