Wiedza i opinie o procesach reklamacji produktów wadliwych w kontekście badań gospodarstw domowych
Knowledge and opinions about complaints to the defective products in the context of household surveys

Summary/Abstract: The analysis is based on the results of focus groups conducted in major Polish cities (Wrocław, Poznań, Szczecin, Białystok and Warsaw). One of the objectives of this study was to determine how to deal with members of the household defective products. There are strategies for dealing with defective products, and two stages of claims: the search for information and seeking institutional support. It is interesting that people involved in focus had greater knowledge on how to advertise defective products than it is apparent from previously performed by the same team of researchers quantitative analysis. Respondents showed considerable skill in finding the necessary legal information and even during the conversation explained their rights to each other.

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