Mustalle listalle

Torstai 29.7.2010 - Kati


Olen kriittinen kuluttaja. Haluan saada rahalleni vastinetta, enkä epäröi palauttaa viallista tavaraa takaisin kauppaan. Hmm, kriittinen. Oikeastiko? Olen tavallinen kuluttaja, joka olettaa, että kaupasta ostettu tuote on ehjä, toimiva ja kunnollinen.

Laskin juuri, että olen tänä kesänä tehnyt kaikkiaan seitsemän reklamaatiota, suomeksi valitusta. Olen valittanut kotimaiselle valmistajalle lakanoista, jotka menivät nyppyisiksi muutamassa pesussa. Olen palauttanut kauppaan tehosekoittimen, joka hajosi ensimmäisellä käyttökerralla. Olen lähetyttänyt huollettavaksi objektiivin, jossa oli tarkennusvika. Olen valittanut kalliista saappaista joiden korko hajosi käyttökelvottomaksi sekä saumurista, joka kesti kaksi vuotta.

Äkkiseltään arvioiden olen käyttänyt tähän naurettavaan ruljanssiin aikaa vähintäänkin parin työpäivän verran ja ajanut autolla kymmeniä kilometrejä edestakaisin. Puhumattakaan siitä turhautumisen määrästä, kun jo toisen kerran lastasin puutarhapöydän peräkärryyn todettuani sen (jälleen kerran) vialliseksi ja ajelin kauppaan nöyristelemään, että ”tämä pitäisi nyt saada vaihtaa ehjään”.

Suomalaisten liikkeiden reklamaatiokäytännöt vaihtelevat melkoisella haitarilla. Kotimainen lakananvalmistaja vaihtoi ilman muuta lakanani uusiin, tehosekoittimen hyvityskin (”ei kiitos, en halua uutta samanlaista tilalle”) hoitui vuorokauden viiveellä, sillä myyjällä x ei ollut valtuuksia hoitaa asiaa, jonka pystyi hoitamaan vain osastonhoitaja y. Objektiivin tarkennusvian löytyminen ja korjaaminen vaati jo reilusti omaa vaivaa, eivätkä asiakaspalvelusekaannukset (”se tekisi sitten 535 euroa, kiitos”) ainakaan laskeneet verenpainetta. Kahdensadan euron merkkisaappaiden maahantuoja tarjosi hyvitykseksi neljääkymmentä euroa. Sillähän saa jo kengännauhat! Ja saumurin kanssa nielin lopulta karvaan tappioni ja ostin kokonaan uuden.

Kuluttaja olettaa, että kaupasta ostettu tuote on ehjä, toimiva ja kunnollinen. Niissäkin tapauksissa, joissa olen lopulta saanut valitukselleni vastinetta, olen lopulta saanut (vain) sen, mikä minun olisi alun perinkin pitänyt saada: ehjän, toimivan ja kunnollisen tuotteen. Yksikään liike, maahantuoja tai valmistaja ei ole tarjoutunut korvaamaan asian hoitoon käyttämääni aikaa ja vaivaa.

Näiden episodien jälkeen tavallisen kuluttajan on entistä helpompaa äänestää jaloillaan. ”Musta lista” senkun pitenee.


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