A responsabilidade do fornecedor e a satisfação do/a consumidor/a na resolução de danos em aparelhos eletrônicos: um estudo no PROCON Recife

Abstract

The aim of this research was to find out how Procon Recife resolves consumer complaints about faulty electronic devices and whether the behavior of companies and suppliers in the event of product damage is in line with the Consumer Protection Code. To this end, a qualitative study was carried out, using bibliographic and documentary procedures and a semi-structured interview script with consumers and monitoring of conciliation hearings mediated by Procon Recife. We observed consumer behavior, the conduct of companies after the sale of the product, the consumer's experience of help in the event of damage to the product and how this interferes with a balanced consumer relationship. Among the results, we highlight the failure of companies to resolve the problem and consumer dissatisfaction with the situation. Finally, the conclusions highlight the need for consumer education, both for consumers and suppliers. In particular, we highlight consumer education for entrepreneurs and suppliers as a social function for better harmony in consumer relations and the importance of the contribution of the Consumer Scientist in this process.