Case Studies For April 2012

Case Study #1

In November 2011, Mdm Ang* walked into a seemingly trustworthy shop to have eyelash extensions and eyebrow embroidery done. She was then told by the consultants that if she purchased 30 facial sessions at $1680, the eyelash extensions and eyebrow embroidery would be complimentary. On top of that, they would give her another two free sessions of eyelash extensions.

However, in January 2012, she was asked to pay $68 for the complimentary eyelash extensions session. In February, she was asked to pay $66 for the second complimentary eyelash extensions. Things went awry during this second session and Mdm Ang’s right eye was glued together causing her intense pain. The consultants had to force open her eyelid and the pain persisted. Mdm Ang went to see a doctor and was referred to a hospital. She was diagnosed with cornea inflammation, and it took two visits to the hospital to wash out the glue in her eyes.

Mdm Ang requested a reimbursement of $404.76 for the medical bills and a refund of $1814 for the facial package and eyelash extensions.

Case Study #2

In April 2007, Mr and Mrs Cheong* bought an electrical massager from a renowned company for around $300. For the past five years, this product had always been left on the sofa in their living room. One day, some time around the Chinese New Year period, and on the exact day of Mr Cheong’s birthday, his house caught fire in the middle of the night.

The fire report indicated that the electrical massager was the probable cause of the fire. The electrical appliances in the living room and kitchen were damaged before the fire was put out. The walls and ceiling also sustained heat and smoke damage. The water used to put out the fire damaged the wooden furniture in the other rooms. Mr Cheong spent almost $20000 to renovate his house and replace all the affected items. Not knowing where else to seek redress, Mr Cheong approached CASE.

Although a post-mortem was needed before it could be ascertained whether it was their product that started the fire, the company agreed to a compensation of $20000 on a without prejudice basis as Mr Cheong was able to produce receipts, invoices, and a breakdown of the total expense incurred. The company also gave the couple two non-electrical products as a gesture of their sincerity in resolving this matter amicably with them.

*Please note that surnames have been changed to ensure the privacy of the consumers.

Should you find yourself in a similar situation, please do not hesitate to seek assistance from CASE. For general enquiries, you can call our hotline at 6100 0315 between 9am and 5pm from Mondays to Fridays and between 9am and 12pm on Saturdays. For an in-depth consultation with our officers, please visit us at 170 Ghim Moh Road, #05-01 Ulu Pandan Community Building, between 9am and 4pm from Mondays to Saturdays. You can also file a complaint online here.
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