During the week from July 15 to July 21, 2024, the Service Juridique managed a total of 24 consumer consultations through various communication channels. The means of contact selected by consumers included phone, email, and video call as the most frequently utilized methods, while Reddit and Mastodon received fewer queries.

A significant portion of the consultations focused on e-commerce/distance selling, with ten instances where consumers sought advice on issues such as return policies and unexpected delivery charges. In these cases, consumers were advised to review the online seller’s terms and conditions and ensure they were purchasing from a reputable platform.

The topic of warranty on consumer goods also arose in eight consultations, where consumers reported difficulties in claiming repairs or replacements for defective goods. The advised solution was to directly approach the retailer with evidence of purchase and warranty, and if necessary, to draft a formal complaint to assert their rights.

We encountered six instances regarding pricing transparency, where consumers expressed concern over unclear pricing and additional hidden fees. Consumers were instructed to request detailed breakdowns of costs and to verify that all price components are visibly stated before the purchase process is completed.

Consultations on failure to provide mandatory information were addressed in five cases where consumers noticed a lack of essential details such as product origin or ingredient lists. They received guidance on submitting formal complaints and were encouraged to seek alternative products where sufficient information is provided.

Issues concerning right to repair were mentioned in four consultations, focusing on consumers’ frustration over inaccessible spare parts for consumer electronics. Customers were advised on leveraging product manuals and online resources that delineate repair options, as well as exploring third-party repair services that comply with EU regulations.

Lastly, concerns about pseudo medicine/health products were raised in three consultations, where consumers were wary of dubious health claims. In these situations, the advice provided was to consult healthcare professionals and rely on approved health claims published by relevant authorities.

In one unique case, the subject of the query was outside of our jurisdiction as the issue originated from outside the EU territory. Consequently, the consultation could not provide substantial assistance, as it lies beyond our operational focus.

Throughout the week, the Service Juridique actively supported consumers in understanding and exercising their rights, ensuring that they have the necessary knowledge to make informed decisions and seek redress effectively.

This week counseling was provided by WhizzBang Viadrina.