Consumer Law

A consumer?s guide to the internet

By Sam Glover

The internet holds a wealth of resources for consumers. From bad customer service to your rights under consumer protection laws to how to represent yourself in a lawsuit. It can be difficult to find all of that information, however, so here is a (partial) “beginner’s guide” to consumer information available online.

Knowing your rights and getting answers

Finding your rights is easy. The FTC has links to most federal laws protecting consumers’ rights. Your state attorney general probably has links to your state’s consumer protection laws. State laws sometimes go further than federal law. Understanding what those laws mean is not always easy. Statutes are drafted with precision, not readability in mind, although some states are trying to change that.

Two great resources for learning what your rights are and what they mean are the National Association of Consumer Advocates and the National Consumer Law Center. Both have layperson-friendly guides to consumer rights and remedies.

If you have specific questions and cannot find the answers online, you can probably get answers through your state attorney general’s office, but you also may have to go to a private attorney. The National Association of Consumer Advocates has a database of consumer lawyers, which is a good place to start. Keep in mind that attorneys may be reluctant to simply answer a question without more information, as your question may be much more complicated than you realize.

How to get what you want

Consumerist was not the first website to “bite back” at retailers and service providers, but it may be the most effective. Consumerist is a kind of clearing house for consumer news and information. You can find phone numbers for corporate executives, information on lowering your credit card rate, and “guerilla tactics” for getting what you want even from companies with lazy, unresponsive, or downright mean customer service representatives.

Of course, you could always start your own website. Blog websites like Blogger, WordPress, and TypePad allow anyone to quickly publish their own consumer complaint (along with anything else).

Many companies have “damage control” specialists cruising the web to try to find and satisfy loudmouth customers who broadcast their problems. Take advantage.

Your state attorney general, the Federal Trade Commission, the Better Business Bureau, and Ripoff Report are all good places to vent, but do not expect to see results from lodging complaints except in the rare case when you bring a widespread problem to your attorney general that they have the time and power to address.

General good advice

Dealing with consumer issues, especially if you feel you have been defrauded, is almost always upsetting. But it is important to stay calm and try to deal rationally with customer service representatives and others. When you get angry, you are much less likely to get what you want. While you are calm, most people will continue to try to work with you.

Get everything in writing. No agreement is final unless you have it in writing. Do not take a customer service representative’s word for it that they entered your agreement into their file notes.

It is also a good idea to record your phone calls, if you can. That way, you will have a solid record of any agreements or deals.

Finally, if all else fails, call an attorney. Sometimes you need professional help. Most consumer attorneys will help you understand your rights and options for at low or no cost. Don’t be afraid to call a lawyer.

Full post as published by Caveat Emptor on April 21, 2008 (boomark / email).