Case Studies For July 2018

Case Study #1

In January 2018, Mr Chee* purchased an annual subscription pass to watch football. He paid $160 for the service. In July 2018, the subscription was suddenly terminated. The company claimed that the agreement had indicated that the validity of the pass was only for the FY2017/2018 season and not for the FY2018/2019 season. Mr Chee felt misled as it was supposed to be an annual pass. He requested for a partial refund.

CASE highlighted to the company that they may have infringed upon the Consumer Protection (Fair Trading) Act (CPFTA) Section 4(A) – misleading claims. The company eventually agreed to provide a 50% refund to Mr Chee as the final settlement.

Case Study #2

Mr Thomas* purchased two laptops for a total cost of $3,000. One of the computer screens showed one dead pixel upon installation. He informed the company about this matter and they refer him to the manufacturer. The manufacturer refused to help as they claimed that the laptop will only be deemed as defective if there are six or more visible dead pixels. Mr Thomas requested the company to fix the problem for him at no cost.

CASE informed the company about the provisions of the CPFTA 12A - Lemon Law and after some negotiation, the company agreed to a one-to-one exchange for Mr Thomas.

Case Study #3

Mr Gin* purchased an oven and after one year of use, the glass on the oven door shattered suddenly. He emailed the company and was advised that it could be due to a hairline crack and the humidity and pressure which caused the glass to break. Mr Gin requested for the company to rectify the problem as the product was still under warranty.

CASE wrote to the company on his behalf and the company agreed to replace the oven with a brand new model.

Case Study #4

In June 2018, Mr Yeo* purchased an air ticket for $130 from an airline company through the internet. However, he failed to receive the one-time password and confirmation during his first three attempts to purchase the ticket. Mr Yeo called the company to check and the staff told him that no booking was found in their system. Hence, he resubmitted and received a one-time password and confirmation. In mid-June, Mr Yeo received his bill and realised that four transactions went through and he had paid for all four of them. He called the company again, but there was no follow-up from them. Mr Yeo requested that the company refund him the monies for the three bookings and an explanation for the absence of the one-time password.

CASE contacted the airline company on the above issue. After investigation by the company, it was found that the first three attempts were done through the company’s mobile application and the last booking was made via their official website. These two booking systems operate on different platforms and the one-time password authentication is only available via the company’s official website. The company agreed to refund $390 to Mr. Yeo for the first three bookings.

*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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