Call for electronic vendors to improve quality control

The Consumer Council has called on electronic appliance vendors to improve their quality control measures and clarify responsibilities among relevant parties to prevent disputes with customers. Since 2023, the council has received over 8,400 complaints related to the sector, a figure that surged 18.2 percent year-on-year to 1,432 in the first seven months of this year alone.

One such case involved a customer seeking a refund after a newly purchased refrigerator failed to cool. The customer attempted to return the item to the retailer but was told they would have to wait for further instructions from a technical agent. The agent then directed the customer to contact the retailer directly, leading to confusion over who was responsible for handling the return.

Consumer Council chief executive Alaina Shum emphasized the need for all parties involved, including sellers, agents, and contractors, to enhance communication. She stressed that clear channels for follow-up and communication, alongside transparent allocation of responsibilities, could help avoid misunderstandings and reduce disputes.

In another instance, a customer faced delays in receiving a refund due to a delayed delivery and a post-dated cheque that could not be cashed. After intervention from the council, the store provided a full refund in cash. The council urged sellers to establish clear refund and exchange policies, including timelines, to promote transparency.

It also advised consumers to verify the existence of online shops through multiple means to avoid potential scams, following a case where a trader was convicted for accepting payments after their business had ceased operations.