NCJ Number
92437
Date Published
1983
Length
15 pages
Annotation
This description of the Major Appliance Consumer Action Panel (MACAP), which provides nationwide mediation for consumer complaints on 14 major appliances, considers the origins of MACAP as well as its structure, operations, and effectiveness.
Abstract
The discussion of MACAP origins notes its establishment in 1970 following release of a Presidential Task Force report on major appliance warranties and service. Principles incorporated in the establishment of MACAP were that MACAP recommendations be nonbinding on all parties, that MACAP be independent, that the panel have wide latitude in its mission, and that MACAP not bypass established industry systems for providing ongoing service to those who need prompt onsite service. The complaint process is described as consisting of the communications phase and the study phase. In the communications phase, after staff has determined that the consumer has unsatisfactorily pursued a complaint through the dealer or manufacturer, a file is opened, and the manufacturer is notified that a complaint file has been established; a report is requested from the manufacturer. A letter is sent to the consumer confirming receipt of the complaint, explaining the MACAP procedures, and providing the name of a staff person responsible for the case. If a case is not resolved in the communications phase, it proceeds to the study phase, where the staff examines both sides of the issue and offers recommendations. The discussion also covers staffing, complaint volume, and operating cost. The names and professional positions of the staff members are provided. Five references are listed.