Consumer Council Flags Over 2,000 Annual Electrical Appliance Complaints

The Consumer Council receives more than 2,000 complaints about electrical appliances annually, encompassing disputes over product quality, delivery delays, post-purchase support, and cross-border shopping issues 1. In one representative case, a consumer spent approximately HK$4,200 on a refrigerator that failed to cool and produced excessive noise immediately after installation 1. Despite multiple visits to the store to request a return and refund, the situation remained unresolved until a technician confirmed a refrigerant leak and the Council mediated between the parties 1. Meanwhile, a Customs and Excise Department investigation uncovered a separate scheme where three consumers purchased dehumidifiers or tumble dryers priced between HK$3,000 and HK$5,000 from a retailer advertising below-market prices, only to face prolonged delivery delays and complete communication blackout when seeking refunds 1. The premises had been repossessed years earlier due to unpaid rent, leading to the arrest and prosecution of the company director for accepting payments without the intention or ability to supply the goods 1. The Council has called on the electrical appliance industry to establish transparent refund and exchange policies, clearly explain terms to consumers before transactions, and strengthen quality control and after-sales follow-up to restore consumer confidence 1.

These cases highlight the vulnerabilities Hong Kong consumers face when purchasing electrical appliances, particularly from retailers with questionable financial standing or business practices 1. The Council's recommendations for transparent policies and stronger after-sales follow-up aim to rebuild trust in an industry where disputes are increasingly common 1.