2007 PRESS RELEASES

January 16, 2007
GOVERNOR KAINE PROCLAIMS FEBRUARY 4 – 10 VIRGINIA CONSUMER PROTECTION WEEK
Contact: Marion Horsley, 804.225.3820

By official proclamation, Governor Timothy M. Kaine has recognized February 4 - 10, 2007 as Virginia Consumer Protection Week in the Commonwealth.

The widespread availability of goods and services in an open and competitive marketplace has created numerous benefits for consumers. However, the innumerable choices and open market may also produce some negative results as well, such as instances of misleading advertising, inferior service, substandard workmanship or fraudulent claims.

Many laws exist to protect individuals’ dealings, but according to the Virginia Department of Agriculture and Consumer Services’ (VDACS) Office of Consumer Affairs (OCA), consumers have a responsibility to provide protection for their own transactions. They can accomplish this by researching potential purchases, comparing other products and prices, getting complete information about store return and refund policies, keeping careful records and by taking advantage of available complaint mechanisms when problems arise.

Although people are sometimes hesitant to complain, OCA’s experience shows that good businesses want to know when a customer is not satisfied so they make any corrections that may be necessary. To make the complaint process an effective one, OCA offers these suggestions.

1. Don’t delay. You may miss a deadline set by the business for addressing your complaint if you procrastinate.
2. Identify the problem and how you want it resolved. Refund? Repair? Replacement?
3. Be prepared. Compile copies of all relevant information including contracts, receipts, cancelled checks, service records, warranty information, etc.
4. Communicate. Start with the person who sold you the item or performed the service. If they are not helpful, ask to speak to someone at the next level. Give each contact time to fix the problem.
5. Put it in writing. If calls and visits do not produce the results you want, send a letter stating the problem and desired resolution. Include copies of relevant documents along with your name and contact information.
6. Stay calm and polite. Creating a hostile atmosphere may slow the resolution process.
7. Keep track. Maintain a file of basic information regarding your complaint including notes on conversations, copies of letters, and a telephone log specifying the names and titles of people you spoke to, dates, responses, next steps, and deadlines.
8. Be ready to negotiate. A business may not be able to do exactly what you want but may offer a suitable substitute.
9. Get specific. If the business agrees to a resolution, get dates and other details in writing.

If you need additional assistance, remember that VDACS’ Office of Consumer Affairs is ready to help. Speak to telephone counselors weekdays from 8:15 a.m. to 5 p.m. via the toll-free Consumer Protection Hotline, in Virginia at 800/552-9963 or in the Richmond area at 786-2042. Click here to check the Complaint Topic Selector to help you determine the proper agency or office that may be able to assist you in the resolution of your complaint. If you are filing a complaint with OCA, start the process by downloading a complaint form.