By TARIQ A. AL-MAEENA | ARAB NEWS

The missing links in consumer protection

In a country where consumer laws and protection are anybody’s guess, the public can often be at the wrong end of the equation.

Many are the business establishments in Saudi Arabia that take consumers for a ride.

A Saudi lady from Alkhobar relates how she and her husband have often been subject to unscrupulous practices by establishments. She writes: “This does happen to me quite often but to tell you the truth, it never bothered me as much as what restaurants do to us. Just two days ago, I was having dinner with my husband at a restaurant. My husband and I always have the habit of reviewing the bill, and for good reason.

“When the bill came this time, there was an overcharge of 75 riyals. This, of course, is not new to us because we are used to being ripped off at restaurants no matter how reputable they are. And maybe that’s why we got into the habit of reviewing the bill in the first place. The idea is that these restaurants really do get away with it because they print all receipts in English and our consumers don’t really comprehend what’s written so they become prey to such incidence.”

Another lady from Jeddah tells me how frustrating it is when stores do not advertise their “return policy” specifically when it comes to ladies garments. “In the first place, we cannot try out the dress in the shop,” she says. “And then when we try it out at home and find out that there is something not right about the size or fit, and take it back to the store, the shop does just about everything to avoid receiving it and returning our money.

“They insist that there is nothing wrong with the dress, even though I keep telling them it does not fit. And when that finally gets through to them, they are reluctant to refund my money. They want me to trade the dress for something else. Most times, they have nothing else that is of interest to me. Also, by that time I am so angry that even if there was something I might have been interested in, I do not want to have anything to do with this store. I just want my money back.”

In another incident, an expatriate in Jeddah describes the unpleasant shock he received along with his landline phone bill. There were exorbitant charges to countries he had never heard of. And since he was living alone here, there was no possibility of anyone else using his line. After trying for some time, he finally managed to connect to the phone company rep for an explanation.

He was told that he would have to take his complaint directly to the main office in the southern part of the city. As his bill was substantial, he had to take time off work and make his way there. After spending the better part of the day being shuffled from one department to another looking for answers and producing his residency documents at every step of the way, he was finally told by a high-level executive to pay the bill as it was, and then forward a written complaint to the head office in Riyadh.

“But would that get my money back?” the frustrated expatriate demanded from this individual. “No,” replied the bureaucrat behind the desk. “But at least it would make you feel better,” he added smugly.

An airline maintenance worker relates how he recently turned his new car in to the dealer for a first-time check up. After he picked it up, he noticed that evening that the interior lights would not come on. Disgruntled, he made his way back to the dealership the next morning and spoke to the person in charge of the service department. Having been asked to leave the car there for another day, he returned at the end of the day to pick it up along with a bill for SR265.

When he demanded an explanation, he was told that the light assembly had to be replaced at a cost of SR115, and the labor charges were SR150. “But this car is under warranty,” our friend persisted. “Oh yes, it is,” replied the service manager rather quickly. “But the light assembly is not. It is made by a different company.”

So what can you as a consumer do in the face of such practices? Do you really stand a chance? A friend related to me a self-serving practice he undertakes at the time of each purchase. “Tariq, every time I buy something, I make sure that if for any reason I am not satisfied, that I can return it back and get a full refund. And I do that by insisting that the store write that statement on the receipt itself!”

While that may work with some commercial establishments, with phone companies or service managers you’re simply at their mercy. And the missing links appear to be the laws that would protect you.

— talmaeena@aol.com

Comments

DURRANI KHAN

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Thanks for raising this common rare , which exist every where .
When a lot of windows are silent then who cares to keep a hope for an answer. But your approach is very practical and I will do that next time.

ASIF

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I bought a S...ng mobile and in a few days its Wifi stopped working and I sent it to the authorized service centre for repair - they charged me SR 40 only to check the product and later called me to inform that its Mother board (while all other fuction is working well) must be changed and the charges are SR 1745/- while the new one is just SR 1800/- This is when I realized the I dont need a wifi at all and have already banned this brand for life from buying

DR. SHABBIR THINGNA

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Very good article indeed. Even if laws are made they have to be implemented by the people and authorities. Arab news should print more such incidences of consumer cheating because it concerns all of us, cheaters and the cheated. This may sensitize the people about these practices and in turn make them alert in such situations. Dont expect authorities to act on their own.

KAMAU

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Certainly many of the large corporations in KSA are allowed to sell items to foreign customers because simply put...they know that their are no authorities to protect the consumer nor is anyone concerned with consumer protection. These issues are typical of developing nations with ineffective policies and limited understanding of consumer rights or enforcement. Their are a lot of Ali Baba operators in the region and not all are foreign residents many are large corporations that benefit immensely due to lack of law and protection in the region.

K A M

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Yes, please write more of these Arab News. It will hopefully help to place greater pressure on those who follow immoral business practices in Saudi, and inshallah will eventually slowly lead to change in this area.
At the very least, it makes us feel better just to realise we're not the only ones being gypped (cheated) at every corner for our phones, restaurants, cars, appliances, clothes, etc etc
Thx for the great article Mr. T
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