The Business of Consumers
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MRS. Sison just had her electric fan fixed at a nearby repair shop. She paid good money for the service thinking that when she gets it back, it would be good as new. However, as soon as the fan was switched on, she found that it had more defects than the time she brought it for repair!
Out of thousands of service and repair centers around, how can a consumer like Mrs. Sison know which one is guaranteed to deliver the job with utmost care and technical know-how? Is there a way to ensure the performance of service and repair shops in the market so that you would be able to enjoy the full worth of the money you paid for the service?
The answer is yes. Based on the Consumer Act of the Philippines, the government—particularly the Department of Trade and Industry (DTI—is tasked to accredit repair and service firms and their technical personnel “in order to protect the interest of the consumers availing of their services.”
The law concerns service and repair shops for motor vehicles, heavy equipment, engines and engineering works; electronics, electrical, airconditioning and refrigeration; office equipment; medical and dental equipment; and other consumer mechanical and industrial equipment, appliances or devices, including the technical personnel employed therein.
Through accreditation, the DTI evaluates service and repair firms, as well as the technical personnel involved, according to specific operational requirements to ensure that they are competent and reliable to perform the service and repair of mechanical and industrial products.
Article 128 of the Consumer Act prohibits any person from operating a service and repair shop or being employed as a technical personnel therein without prior accreditation from DTI.
Service and repair firms should apply for initial accreditation on or before January 31st of every year, and for renewal every year thereafter.
Upon compliance of the accreditation requirements, qualified firms are issued a certificate of accreditation. The certificate can be suspended, canceled or revoked once a firm or technician is proven to have violated any of the accreditation rules, made a false statement in its application for accreditation, failed or neglected to comply with the contractual obligations to its customers without just cause, and other prohibited acts.
As part of the accreditation procedure, the DTI rates service and repair centers using a Star Classification system. They are categorized according to type, services offered, presence of required tools and equipment, number and average years of expertise of technical personnel, extent of working area, among others. Those for automotive and heavy equipment, for instance, are classified into Five-Star Shop (further classified into A, B or C), Four-Star Shop, and so on.
Moreover, DTI has amended the accreditation guidelines for refrigeration and airconditioning service and repair shops, part of which is the requirement for said firms to obtain a recovery machine that will re-use refrigerants and minimize emissions, as well as for service technicians to obtain particular competencies and certification in accordance with Training Regulations of the Technical Education and Skills Development Authority, or Tesda.
This is part of DTI’s support to the National CFC Phase-out Plan, in line with the country’s commitment to the Montreal Protocol in the gradual reduction of CFC and other ozone-depleting substances by the year 2010.
What should a consumer do when he or she experiences the same fate as Mrs. Sison?
Naturally, the immediate reaction would be to get mad, but before rushing to call your attorney or to file a complaint with the government agency concerned, go back first to the repair shop and tell the technician or manager that you are not satisfied with their service.
Usually, these firms try to resolve the consumer’s problem, or else they risk losing a customer forever or getting bad publicity. Some even have Consumer Welfare Desks where their clients can seek assistance. This is a form of goodwill, with the message that the establishment is keen to the needs and satisfaction of consumers and that it is ready to address any issue the consumer may raise with regard to its service.
Or, consumers may look out for the seal of excellence displayed within the premises of service and repair shops. These are one of the establishments covered by DTI’s Certified Establishment Program, which is meant to recognize firms that uphold consumer rights and ethical business practices. Ultimately, those qualified are deemed as “consumer-friendly” as they aim for the utmost satisfaction of their clients for every transaction.
While businesses should be responsible in providing quality service to consumers and there are regulations in place to ensure this, consumers should also be discerning in choosing which establishments to go to for their service and repair needs. Price should not be the sole factor because, sometimes, good service may come at a higher price. The quality performance of the job should tell if an establishment is worth coming back to.
Consumers, be proud and stand up for your rights! October is Consumer Welfare Month! Come to the CWM Opening on October 4, 2006 at the Philippine Trade Training Center, Pasay City and to the Consumer Trade Fair on October 12-15, 2006 at SM Megamall. No entrance fees. Please call 751-0384 locals 2221, 2227 or 3236 for details.
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Send your feedback and queries to konsyumeratbp@gmail.com. For in-depth information on consumer issues, listen to Konsyumer Atbp. every Saturday, 10:00-11:30a.m. over DZMM 630kHz. For consumer complaints, call the DTI Consumer Assistance Hotline 751-3330 or Text DTI<space>complaint and send to 2920 for Globe and Smart subscribers.
Business Mirror
September 14,2006
http://www.businessmirror.com.ph/eco05.php
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