Check out 3 consumer complaints that won the lawsuit

Since 2015, the Government has decided that March 15th of every year is Vietnam Consumer Rights Day. Consumer Rights Day is held to affirm the role, position, and importance of consumer rights protection for the stable and sustainable development of society and the country... Below are some notable complaints that have been resolved.

1. Yamaha Nozza Grande motorbike warranty case

On July 15, 2017, the Competition Management Department received a complaint from consumer Phan Ng. Th. V. regarding the quality of Yamaha Nozza Grande motorbikes and services of Yamaha Motor Vietnam Co., Ltd.

Consumers said that after purchasing and using the Nozza Grande motorbike from November 2015 to 2016, the motorbike had a phenomenon of shaking at the front and jerking at the front steering wheel. When driving on a slope, the motorbike made a noise coming from the shock absorber.

During the warranty period, the motorbike was only inspected and maintained periodically. After free replacement parts were replaced under the 2016 recall program, the condition of the motorbike became worse and the company responded that it could not be fixed. At the time of the complaint, the incident had not been resolved.

After receiving the Complaint and verifying the relevant information, the Competition Management Department sent an official dispatch requesting Yamaha Motor Vietnam Co., Ltd. to explain and resolve the case.

On August 3, Yamaha sent an official dispatch to clarify the quality of service according to the consumer's complaint, and confirmed the wear and tear of the CVT transmission system leading to the problems of the motorbikes in the past.

Yamaha Vietnam has recalled, replaced related parts and inspected and maintained the vehicle to ensure normal operation.

2. Dispute over Air Asia flight ticket booking amount

Consumers complained about booking Air Asia flight tickets online via mobile phone applications. Specifically, consumers booked round-trip tickets from Da Nang to Kuala Lumpur.

When paying, the app reported the amount as $42,112 (over $40), but after paying by credit card, the bank reported the amount as $421.12 (over $400).

Believing that his legitimate rights and interests were violated, the consumer contacted Air Asia and was promised by the company to resolve the issue within 14 days. However, after that period, the consumer has not received any response from Air Asia.

After receiving the consumer's complaint, the Competition Management Department contacted Air Asia in Malaysia (a company not headquartered in Vietnam) to inform the consumer about the incident. After working and discussing between the Vietnamese consumer protection agency and the company about the law on consumer rights protection in Vietnam, the company apologized and agreed to refund the airline ticket to the consumer.

3. Complaint about phone purchase of Thai Duong Xanh Company

At the end of 2016, the Competition Management Department received complaints from many consumers about being "fraudulent" when purchasing goods over the phone from Thai Duong Xanh Vietnam Trading Company Limited.

Accordingly, the consumer complained about being called by Thai Duong Xanh Company to inform him that he won a voucher worth 5 million VND, which was used to buy a Samsung Galaxy A8 phone worth 8.5 million VND, so the consumer only had to pay 3.5 million VND. However, when receiving the goods via post, the consumer discovered that the product was a MIQ A8 phone with a very low value.

Based on the consumer's complaint, the Competition Management Department has worked and discussed with relevant parties to clarify the details of the case as well as advise and support legal regulations to protect consumer rights.

Some complaints have been resolved by Thai Duong Xanh Company and consumers through the “return - refund” conciliation plan. Some other complaints are being further examined and resolved according to the provisions of law.

Consumer rights

Pursuant to Article 8 of the Law on Consumer Protection, which stipulates consumer rights, consumers have the following 8 basic rights:

1. Guaranteedsafety of life, health, property, rights, and other legitimate interests when participating in transactions and using goods and services provided by organizations and individuals trading in goods and services.

2. Be informedAccurate and complete information about the organization and individuals trading in goods and services; content of goods and service transactions; origin of goods; provided with invoices, vouchers, documents related to transactions and other necessary information about goods and services that consumers have purchased and used.

3. Be chosengoods, services, organizations and individuals trading in goods and services according to their needs and actual conditions; decide to participate or not participate in transactions and the contents of agreements when participating in transactions with organizations and individuals trading in goods and services.

4. Get feedbackConsult with organizations and individuals trading in goods and services about prices, quality of goods and services, service style, transaction methods and other contents related to transactions between consumers and organizations and individuals trading in goods and services.

5. Participate in construction and implementationpolicies and laws on consumer protection.

6. RequiredCompensate for damages when goods and services do not meet standards, technical regulations, quality, quantity, features, uses, prices or other contents that the organization or individual trading in goods and services has announced, listed, advertised or committed.

7. Complaints,denounce, sue or request social organizations to sue to protect their rights according to the provisions of this Law and other relevant legal provisions.

8. Get advice, support, guidance on knowledge about consumption of goods and services.

Consumer Responsibility

1. Check the goodsBefore receiving; choose to consume goods and services of clear origin, which do not harm the environment, are contrary to good customs and social ethics, and do not endanger the life and health of oneself and others; accurately and fully follow the instructions for using goods and services.

2. Informationto relevant State agencies, organizations and individuals when discovering that goods and services circulating on the market are not safe, causing damage or threatening to cause damage to the life, health and property of consumers; the behavior of organizations and individuals trading in goods

goods and services that infringe upon the legitimate rights and interests of consumers.

Ngoc Anh