Issue 167, Published 25 January 2012

In this issue

• Upcoming!
• CASE news & CASE in the news
• Other FOCUS
• International News
• Buyer Beware
• Survey Time
• Sayit@case
   

Upcoming! 

• "Knowledge is Protection” education campaign: Talk @ Sengkang CC

CASE is holding an educational talk at Sengkang CC to educate residents on the Consumer Protection (Fair Trading) Act and Direct Selling.

To find out more, go to here. 

o       Sign up for CASE new SMS alert now!

Let us know if you want to receive alerts on our events, latest news and notifications! CASE has set up a SMS alert system for consumers. Simply send the word SUB to 9617 5748 to subscribe now! 

*Note: You will receive a message that your subscription has been confirmed. Subscribers will not incur extra charges and can unsubscribe to this service anytime.  

• Credit report for consumers

In collaboration with Credit Bureau (Singapore), CASE members can apply for their credit report at the CASE office for just $3.21 (usual is $5.35). To apply, you will need to bring your NRIC and come to the CASE office during opening hours.

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CASE News and CASE In The News 

• Cheap deal that wasn't

Enticed by an advertisement for a four-day trip to Bangkok at $199 a head, including airfare and accommodation, they put money down. Freelance actor Josephine Tan, 29, and her fiancé were supposed to have gone to the Thai capital in mid-December. To date, they have paid up almost $1,000 and are no closer to having even left Changi Airport. They are now complaining about the hidden costs and rude service from the staff of the travel agency, Dynamikz Travelz.

Consumer watchdog Case has said it has received feedback against Dynamikz Travelz and would 'monitor' the situation. Case executive director Seah Seng Choon said that if the travel agency is found to have had unfair practices, it would be asked to sign a 'voluntary compliance agreement' to cease such practices; Case can also ask the courts for an injunction to stop the company from continuing such practices.

Read more here.

• Passengers can opt to decline premium, limo cabs at airport

WHILE Changi Airport Group (CAG) said its taxi coordinators will continue to do their best to inform passengers about different cab fares, Singapore's consumer watchdog said one can turn down a limousine taxi when waiting in a queue.

Consumers Association of Singapore (Case) president Yeo Guat Kwang said yesterday that those who do not want a limousine taxi need not board it when waiting in a queue.

Read more here.

• New IT sales offer: Buy first, get rebate later

BUY first, get a rebate later. Shoppers for IT products here are biting at the 'post-purchase rebate', a deal under which they pay the full retail price for an item, but get a portion of the money back a month or two later.

The catch: They must mail the requested proof of purchase to the distributor, and even provide personal details - often by a certain date as well.

Consumers Association of Singapore warned that one's account number is confidential, and that disclosing it opens up the risk of misuse.

Read more here.

• Up in arms over branded bag sale

In November 2011, Ms Janet Tan came across Chique Gelerie - a business set up through social network site Facebook - which offered branded handbags at a discount. Ms Tan shelled out $199 for two Kate Spade handbags and another $140 for two Longchamp bags. But three months on, Ms Tan said she is still in the dark about her orders.

CASE offers some tips when buying from online shops or business:
1) Ensure that all additional agreements are put in writing through email or letter
2) Ascertain the identity of the vendor and ensure there is a valid physical address on the website
3) Verify the address and contact details before making any purchases

Read more here.

• There are limits to what we can do, says CASE president

In response to a forum post by Ms Josephine Lau regarding Fitness club’s Catch-22 policy for under-21 applicants, CASE president, Mr Yeo Guat Guan explained CASE’s procedures and services in helping consumers.

Some consumers want CASE to resolve their disputes with businesses. CASE is a membership-based body; hence consumers need to join as CASE member for the legal basis of representation. When a case is taken, CASE officers set aside time and resource to understand the dispute, write to business, and try to negotiate a settlement. The membership fee covers part of the costs.

He further explained that despite having a strong track record of successful claims (more than $3.5 million for the past few years), CASE cannot guarantee favourable settlements in all instances.

Read more here.

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Other Focus

•  SPRING’s Toy Testing

As part of market surveillance, SPRING conducts safety tests on toys which are sold locally. A random sample of toys is tested for physical, mechanical and chemical safety. SPRING did a spot check on some 200 toys in Nov/Dec 2011.

The list of toys that did not meet the safety requirements is available as follows:
http://www.spring.gov.sg/qualitystandards/cps/sat/pages/toys-tested.aspx
http://www.spring.gov.sg/QualityStandards/CPS/SAT/Documents/Toy_Testing_NovDec2011.pdf

The suppliers of the toys have been instructed to stop the sale of these toys immediately and remove them from their shelves.

•  Spot checks to ensure fair deal for shoppers

SINGAPORE : With the Lunar New Year fast approaching, it is time to make spot checks to ensure that shoppers are not shortchanged when they buy festive goodies. Officers from SPRING Singapore - which regulates weights and measures - are checking the weighing scales, to make sure they are precise and have not been tampered with.

The public is advised to check for the accuracy mark when using weighing scales, and the SAFETY mark before using gas canisters and portable gas cookers.

Read more here.

•  No complaints received on price increases for LNY goods

SINGAPORE: The Retail Price Watch Group says it has not received any complaints on price increases for Lunar New Year goodies so far.

The watch group advises consumers to compare prices of Lunar New Year goodies before buying them. The public can report on any anti-competitive or unfair trading practices through the Retail Price Watch Group's hotline at 6461-1880.

Read more here.

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International News 

• More Mini Coopers recalled

BERLIN: German carmaker BMW has recalled around 235,000 Minis worldwide due to a fault in the electric water pump that cools the turbo charger, which could in some cases be a fire risk, a spokesman said Monday.

The recall concerns vehicles built between March 2006 and January 2011, Sven Gruetzmacher told AFP. In extreme cases, the pump could overheat and cause a fire. This has already happened in the United States, Gruetzmacher said, but no one has been hurt.

The pumps are to be replaced free of charge.

Read more here.

• Swiss pharma giant Novartis recalls drugs (Excedrin, NoDoz, Bufferin & Gas-X) in US

GENEVA: Swiss pharmaceutical firm Novartis said Sunday it was recalling four different products sold over the counter in the United States over reports of a malfunction at one of its plants.

The affected drugs are Excedrin, NoDoz, Bufferin and Gas-X Prevention, Novartis Consumer Health (NCH) said in a statement.

"NCH is taking this action as a precautionary measure, because the products may contain stray tablets, capsules, or caplets from other Novartis products, or contain broken or chipped tablets. Mixing of different products in the same bottle could result in consumers taking the incorrect product and receiving a higher or lower strength than intended or receiving an unintended ingredient,” the statement said

Read more here.

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Buyer Beware

The world of Non-electrical Kitchenwares

104 cases filed (January to December 2011)
        
TOP COMPLAINTS
        
1. Misrepresentation

A consumer bought a wok for $598. The salesman had claimed the consumer's previous wok had irremovable stains, making it unsafe for use. Believing this, she bought the wok. Later, she found the stains could be removed. The next day, she called to seek a refund unsuccessfully. Her husband called the following day as well. The supervisor reverted the next day saying the five-day cooling-off period had expired.

OUTCOME OF CASE
        
After some negotiation, Case recovered the full $598 for her.
        
CONSUMER TIPS
        
1. If you do not need any utensils, tell the salesman so, firmly.
2. Do not commit on the spot. Say you want to think it over - this helps avoid impulsive buying and allows time to verify the claims made.
3. Consult family members first.
4. Get the firm's details so claims can be made if products are not suitable for use.
5. Under the Consumer Protection (Fair Trading) Act, you have the right to cancel a door-to-door sales contract within five working days of purchase with no questions asked.
6. If you need assistance, go to Case the next day so you can avail yourself of the three-day cooling period. Or, you can take civil action at the Small Claims Tribunal.

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Survey Time!

Take part in our survey here!

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Sayit@case

Had a bad experience with a retailer that you want to warn others about? Perhaps you've come across an email or advertisement that smacks of a scam, or would like to share some consumer tips with our readers.  

The Consumer magazine would like to hear from you if you have any consumer-related stories to share. Email us at sayit@case.org.sg, with the subject title as "Say It @ Case", and include your name. Please state if you want your name to be only partially printed. We will be selecting a few entries to be published in our upcoming issues without the names of the companies or any brands. Selected entries may be edited for clarity.

Say It @ Case will be a regular feature in The Consumer, so look out for it in the upcoming issues.

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