Last week’s column highlighted the issue of bicast leather, a form of highly processed “split” leather which is being used to cover lounge suites, described simply as “leather” by many furniture retailers, and sold to consumers who don’t realise that it is likely to start to peel within three to five years.
Again, the six-month “implied” CPA warranty would be long over by then, so they have no recourse.
I DON’T condone abusive behaviour by consumers and I’ve said as much in my columns more than once.
No call centre operator or any employee should have to tolerate written or verbal abuse, and should politely disengage, saying they’d be happy to help when the customer is willing to engage appropriately.
The Consumer Protection Act gives every product bought an “implied warranty” of six months. Simply put, that means consumers are entitled to expect something they’ve bought to “last”, in good order, for at least six months.
If it doesn’t, we can take it back and ask for our money back, or a replacement, or a repair. Our choice.
If run well, it should be a great service – consumers pay a set amount to a company every month to cover a selection of their home appliances, and should one of them break down, the appliance is collected and the repair is carried out at no extra cost.
And Mastercare was indeed run well, for several decades.