major problem – consumer goods and services

What is a major problem?

A product or good has a major problem when:

• it has a problem that would have stopped someone from buying it if they’d known about it
• it is unsafe
• it is significantly different from the sample or description
• it doesn’t do what the business said it would, or what you asked for and can’t easily be fixed.

A service has a major problem when:

• it has a problem that would have stopped someone from buying it if they’d known about it
• it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
• it does not meet the specific purpose you asked for and cannot easily be fixed within a reasonable time
• it creates an unsafe situation.