When Consumers Complain

by Arthur Best

Overview

This book analyzes the legal challenges of consumer protection and product liability, focusing on the methods by which consumers can express dissatisfaction with products and their shortcomings. While consumer complaints are widespread and varied, often neither individual buyers are compensated nor is the whole class of consumers informed of defective products. Best calls for improvements that can make businesses more accountable, including mediation, arbitration, legal services, and small claims court, emphasizing how better behavior by businesses can also be good business.

Product Details

ISBN-13:	9780231051248
Publisher:	Columbia University Press
Publication date:	03/22/1981
Pages:	232
Product dimensions:	6.00(w) x 9.00(h) x (d)
Age Range:	18 Years

About the Author

Arthur Best is professor of law at New York Law School.

Table of Contents

Part I. Introduction
1. The Universe of Consumer Troubles
Part II. Obstacles in the Consumer Complaint Process
2. Perceiving Problems
3. Voicing Complaints
4. How Business Says No
5. Shortcomings of Third-Party Complaint Handlers
6. Surveying Consumer Troubles and Obstacles to Redress
Part III. Prospects for Improvement
7. Consumer Initiatives for Improving Treatment of Complaints: At the Buyer-Seller Stage and Beyond
8. Mediation
9. Arbitration
10. Courts for Consumer Cases
11. Lower Cost Legal Service
Part IV. Conclusion
12. Product and Service Reliability: A Goal for Consumer Protection
Appendix
Notes
Index

What People are Saying About This

Bruce C. Ratner

The reforms he suggests are original and possibly controversial, and he gives them provocative and thorough support.

Editorial Reviews

This will come to be known as the best book on consumer complaint handling... it is suitable for the classroom and for consumer and interest groups; it should stimulate further research and provide direction for policymaking in the area.

Journal of Consumer Affairs