2007
Recent complaints to Consumer Direct Scotland and Fife Council Trading Standards have highlighted a big problem with the sale of mobility equipment. With increasing calls about mobility aids and the nature of the complaints, Consumer Direct and Trading Standards are joining forces to help stop people being ripped off and to raise awareness of the issue.
19th November 2007
There are many products on the market these days designed to help people with their mobility, from scooters to stairlifts. They can make it easier to get around and give people back their independence. But with so many products and companies to choose from it can be difficult to know what the best option is.
Over 100 calls were made to Consumer Direct Scotland in the last year about problem mobility aid purchases, with a large percentage of these cases from Fife residents. Many of the complaints focus on high pressure sales, poor advice, unsuitable products and overcharging.
Gordon Macdonald, Consumer Direct Scotland Manager said:
'It’s not just door to door salespeople that use high pressure sales tactics to get people to spend money on products they don’t necessarily need or want. Some shops have sales staff that also try to pressure you into buying their products. They try to put you in a position where you feel you can’t say no. With the sale of mobility aids they are targeting the more vulnerable members of our community. If you or a family member are considering buying any of these kind of products, it is worth getting advice before you buy.'
Fife Trading Standards team leader Geoff Bates commented:
'Mobility aids such as scooters and stairlifts are expensive items. Make sure you are buying the right aid for you. Impartial advice on what is best for you is available over the telephone from duty occupational therapy staff based in seven Social Work offices in Fife. Contact Details are available on the fifedirect website.
Once you know what’s best for you then use Consumer Direct Scotland’s advice on how to shop around for the best deal.'
Sales people may try to make you feel that if you don’t buy a particular item now you will lose out; offer you a massive discount on an original high price; try to build up your commitment to the product so that you can’t say no later on; use expert opinions to influence your decision or use personal information they gain from you to persuade you to agree that you are interested in the product.
Fife resident, Mrs Aitken felt she had been conned into spending over £1200 on a massaging orthopedic mattress. During a visit to her house, Mrs Aitken felt pressurised by a salesman into paying a deposit for the mattress and agreed to delivery.
When she attempted to cancel the order she was treated with great disrespect and ignored by the company. After contacting Consumer Direct Scotland and her Local Trading standards service for advice, she resolved the situation and received a full refund.
Consumer Direct Scotland has the following advice to help you avoid extra expense and disappointment:
- Ask friends and family for recommendations of companies or traders before you buy.
- Shop around and if it’s a large purchase consider getting several quotes. Don’t just accept the deal offered by a pushy salesperson.
- Try to have a friend or relative with you for support and to witness any verbal claims that are made.
- Make sure you get everything in writing, including any special deals or discounts.
- Don’t sign on the spot – always read any contract carefully.
- If you’re being asked to sign a credit agreement, think about getting someone else to check the details before you sign.
- Don’t buy on impulse even if you’re given a ‘once in a lifetime offer’
- Insist on seeing the product in use before committing yourself.
- Check out any expert endorsements or claims.
- Be assertive! If you don’t want to buy, refuse firmly.
- If a product costs over £100, using a credit card may give you extra protection if the goods are faulty or not as described.
- Make sure you are physically able to use the item. For example, if you are considering a scooter, is your eyesight good enough to use it safely?
For further information, advice before you buy, or if you feel you’ve been miss-sold a product call Consumer Direct Scotland for some clear, practical advice on 08454 04 05 06.
-ends-
MEDIA enquiries:
Geoff Bates - Fife Council Trading Standards
Tel: 08451 55 55 55 ext. 440380
Jean Mackenzie – Consumer Direct Scotland
Tel: 01851 822300
NOTES
1. Consumer Direct is a telephone and online consumer advice service funded by government and managed by the Office of Fair Trading. It operates in partnership with Local Authority Trading Standards Services to offer consumers clear, practical and impartial advice and information.
2. Consumer Direct has around 350 trained advisers in 11 contact centres across England, Wales and Scotland.
3. The information and advice helpline is available on a single national telephone number - 08454 04 05 06 from 0800 – 1830 Monday to Friday, and 0900 – 1300 Saturday, excluding bank holidays and public holidays.
4. A Welsh-speaking Consumer Direct service is available on 08454 04 05 05. Minicom users should call 08451 28 13 84.
5. Calls to the Consumer Direct 0845 numbers are charged at no more than four pence per minute from a BT landline. Call charges from other landline providers or mobile phones may vary. Please check the rate with your phone service provider.
6. Northern Ireland has its own service called ConsumerLine (available on 08456 00 62 62) which is similar to Consumer Direct. Visit the ConsumerLine website.
