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[MSE Lawrence]

Poll between 23 Feb - 02 March 2009:

Would you help a fellow consumer?

You’re in the queue at an electrical shop. The person in front of you is taking back their new radio, bought a few days earlier, as it's faulty. The shop staff tell him/her “you have to send it to manufacturer, it's not our business.”

You KNOW this is incorrect, but which of these is nearest to your attitude?

A. Keep Schtum. I don’t want to interfere, it's not my business. 5% (461 votes)
B. Speak Up. I’d walk up and tell the shop staff they’re wrong. 54% (4761 votes)
C. Tell the customer. If I could tell the customer without shop staff hearing I would. 40% (3553 votes)

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[before hollywood]

i would be sceptical, i fix gadgets for a living and one day i went to a particular shop with a faulty product, it had been closed that morning and after taking it to the next nearest branch 7 miles away they refused to deal with it as it was bought from another branch, so when i returned the store literally just opened and was packed, i spoke to someone else in the queue because we were both having issues (all i said was that the thing i was returning had totally died and the other branch refused to return it) and the stand in manager heard me and had a right go at me in front of a crowded shop.

i dont deal with that company anymore (and when i wrote in to their head office to complain about the guy i never got a reply )

[Sponge]

I'd love to be able to vote B, but I fear A is probably closer to the truth.

I'd probably mumble something to myself, or whomever I was with, maybe loud enough so others would hear. But I don't think I'd have the courage to actually step forward and speak out. I'd be too worried about causing a scene and/or making a fool of myself. If I was in the queue myself, then I could jeopardising the service I require by antagonising the retailer.

[oldagetraveller]

Option "D" missing. Tell the consumer within earshot of shop staff. I voted for the next best "C".

"Keep Shtum" what sort of language is that? Don't you mean keep quiet?

[Voyager2002]

I had a similar experience when my Ryanair flight was cancelled. They gave me details of my rights to "care" and compensation, and promised that my food, hotel and other costs would be repaid (as they were). Later, I overheard another staff person telling a passenger with an American accent that he would not get anything. I explained his rights to him and told him what I had been promised, well in earshot of the Ryanair staff. The woman who had been dealing with him then sought clarification from her manager, who told her to offer the American exactly the same package that had been offered to me.

[McKneff]

i would definitely vote for B.
Hate to see people bullied or put down because of their lack of knowledge.
I know that the shop is responsible so i would help out where i could, calmly and reasonably.

We dont stand up for ourselves nearly enough in this country for fear of being embarrassed. If you are sure of your fact then go for it.

[chal]

Originally Posted by Sponge

If I was in the queue myself, then I could jeopardising the service I require by antagonising the retailer.

Antagonised or not, they can't deny you your legal rights.

My personal motto: "Accept no crap"!

[MrMuttley]

As someone who works for one of the manufacturers helpdesks i get very frustrated at the retailers sending people to us for warranty repair when the customer is entitled to exchange a faulty product.

On that basis option B

[Awaiting]

What are the actual rights of the customer?

[g0recki]

http://www.moneysavingexpert.com/sho...refunds-exchan

I voted C... B just isn't very British, what what.

[Dorrie]

I voted B because it is the responsibility of the shop, not the manufacturer.

[LameWolf]

I'd have loved to have been able to say "B" but being a very nervous and shy person, went for "C".

However, if I was in such a shop, my husband would definitely be with me, and I have no doubt that he'd wade in with "B" with no need for me to say anything at all.

[Justcoll]

Definitely B!

As Annie said earlier, we are, as a country, too embarrassed to make a fuss about things. Whilst I don't do so just for the sake of it, I will make a stand if I feel the issue is important - otherwise nothing changes.

[poppy10]

I've done B a few times already. Nothing more satisfying than quoting the the Sale of Goods Act to some spotty teenage gimp with an attitude at Dixons.

[WickedAunt]

Like Poppy10, I've used the 'B' option a few times.
(The youngster in question was a geek at PCWorld and the customer a puzzled woman; the lad didn't believe a 'mature' woman like me could know anything about PCs .. pity for him that I spent over twenty years working in IT.)
I don't know everything, so I would only do this if I were sure of my ground, and if I could do so politely and discreetly.
No point in humiliating someone, just point out the mistake.

[No Future]

Originally Posted by chal

Antagonised or not, they can't deny you your legal rights.

My personal motto: "Accept no crap"!

Hell yeah.

[WEEGIE]

I voted 'B' as I hate to see vulnerable people being taken a loan of.

[kavakava]

B. Definitely B - hate when companies try to take advantage of consumers and inconvenience them - when it's their legal obligation to fix/repair/refund/replace any faulty item in the first 12 months.

[rag31]

I assumed B would be in the 80-90%s - I wouldn't even think about it. I'm always sticking my oar in telling off bullying kids, or adults, demanding to be treated fairly for myself and others, that kinda thing.

Becky

[Paul Varjak]

I have stuck up for non-savvy customers more than once. But when I see a customer trying to con the shop I keep quiet!