Before/After You Buy - Tips Every year the Consumer Federation of America and the National Association of Consumer Agency Administrators survey government consumer protection offices to find out what transactions generate the most complaints. Auto sales, auto repair, and auto leasing are usually near the top of the list. Other frequent "winners" include home improvement, retail sales, credit and lending, and mail order. A recent addition to the list is the purchase of household goods such as appliances, computers and furniture. To avoid problems during these and other consumer transactions, take the steps and heed the warnings set out below. • Decide in advance exactly what you want and what you can afford. Don't buy on impulse or because a salesperson is pressuring you. • Ask friends and family for recommendations based on their experience. • Get advice and price quotes from several sellers. Remember, their goal is to make a sale. • Review product test results and other information from consumer experts. See Consumer Information Sources. • Check out a company's complaint record with your local consumer affairs office and the Better Business Bureau. Ask about the number of complaints filed, and how the company responded. Compare the number of complaints to the company's volume of business. • Make sure that the company has all appropriate state and local licenses. Occupational and professional licensing boards cover doctors, lawyers, home improvement contractors, and other businesses. See Trade and Professional Associations for more information. • Read and understand any contract you are asked to sign. Make sure there are no blank spaces and that any verbal promises made by the salesperson are in the contract. • Get a written copy of guarantees and warranties. Compare their features. • Extended warranties or service contracts are very profitable for business. Decide whether the extra peace of mind is worth the price. To find out more, contact the Federal Trade Commission or your state or local consumer office. • Get the seller's refund and return policies. • Consider paying by credit card. If you later have a legitimate dispute with the seller, you do not have to pay a charge made on your credit card. After You Buy: Save all contracts, sales receipts, canceled checks, owner’s manuals and warranty documents. To avoid problems, read and follow product and service instructions. The way you use or take care of a product might affect your warranty rights. The first step in resolving a consumer problem is usually to contact the business that sold you the item or performed the service. If you wish to go directly to the headquarters of the company or the manufacturer, ask if they have a consumer affairs office and, if so, report the problem directly to them. Otherwise, communicate with a manager or the president of the business. See Corporate Consumer Contacts for contact information on several hundred corporations. If you don’t find the company you are looking for, check the product label, warranty or other papers you received at the time of purchase. These reference books at your public library also have helpful information: • The Standard & Poor’s Register of Corporations, Directors and Executives • Trade Names Directory • Standard Directory of Advertisers • Dun & Bradstreet Directory • Thomas Register of American Manufacturers Keep in mind the name of the manufacturer or parent company is often different than the brand name. You may also be able to get a corporation’s address from the Attorney General’s office in the state where the company is incorporated.
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