Double charges

Q. I shipped four boxes of personal items to my sister who is based in Baltimore, Maryland USA via door-to-door service of a local air cargo forwarder. I paid for the total door-to-door service in full. However, upon my shipment’s arrival in the USA, the Baltimore agent advised my sister to pick up the boxes from Boston, Massachusetts, a city about 400 kilometers away from Baltimore or pay a delivery fee of $250. Not knowing that I had fully paid for the service, she paid the additional charges for the boxes to be delivered. I want a refund. Can the DTI help me?

A. Yes! In cases of double charging, shippers (in this case, you) or the consignees (your sister) may file their complaint and claim for refunds through the DTI-Philippine Shippers’ Bureau.

Under Administrative Order no. 2, the PSB is mandated to accredit and regulate cargo intermediaries like freight forwarders, cargo consolidators and non-vessel operating common carriers. Unscrupulous operators and cargo forwarders may have their PSB accreditation suspended or revoked.

Q. I bought a light bulb in one of the booth-stores inside Ever Gotesco Grand Central mall. It was reasonably priced and it had the ICC mark yet it only lasted for two weeks. Can you give me tips in choosing a light bulb that lasts long, is energy efficient and is reasonably priced?

A. Compact fluorescent bulbs are more expensive than regular incandescent bulbs but they are cost effective due to their efficient use of electricity and long operating life. For example, a 15-watt compact fluorescent bulb yields the same amount of light as a 60-watt incandescent bulb. Compact fluorescent bulbs lasts for approximately 10,000 hours–10 times longer than incandescent ones.

Manufacturers of compact fluorescent bulbs are required by the Philippine National Standard 603 Part 1:1993 to provide information on their packages that will help consumers choose the most energy-efficient bulbs for their needs.

Bulb packages must have the following information:

* manufacturer’s name, logo or registered trademark;

* rated wattage (marked "W" or watts);

* rated frequency (marked in Hz);

* lamp current;

* burning position, if restricted; and

* PS quality and/or safety mark if locally made, or the ICC mark, if imported (either on the lamp or the packaging).

These marks assure you of the performance and energy efficiency of the light bulb that you are buying. There have been cases, however, of manufacturers of imitation or fake bulbs who also use the Standard marks on products that have not been tested by the DTI-Bureau of Product Standards.

Q. In a recent visit to the mall, I was persuaded by a salesperson to participate in an appliance store’s sales promo where I won a VCD component after the figures on the card that I scratched matched. I went to the appliance store to claim my prize.

The salespeople told me that, to claim the prize, I had to make a single purchase from their store. I wanted to leave but all the salespeople at the store had, by then, surrounded me, convincing me to take advantage of their offer. According to them, their products were imported, top-of-the line and of the latest technology. I bought the least expensive item sold, a water purifier for P35,000, and I was able to take my prize home.

The other day, I compared the price of the water purifier to those sold in other stores. I’ve been had! Other stores are selling them for only half the price. I want my money back. What can I do?

A. The Consumer Act makes no allowances for a change of mind on the part of the consumer. If the consumer wants a refund or replacement of a product for a reason other than the product being defective, the store is not compelled to comply with the demand of the consumer.

But if you feel that you have been deceived, as in the case of Luisa Arriola of Makati City against an appliance store for misrepresentation of product prices, you may write a complaint letter to the nearest DTI regional or provincial office where your complaint will be evaluated.

Bear in mind that not all reasons are considered valid basis for a refund or return of a product. Consumers should practice responsibility when buying. Avoid falling for all sales promotions. As much as possible, canvass product prices before the actual purchase.

(You may send your consumer complaints and comments to the Bureau of Trade Regulation and Consumer Protection, DTI Bldg., Sen. Gil Puyat Ave., Makati City. DTI’s consumer hotlines are 896-5740 or 890-4932 and www.e-reklamo.net.ph)