I met Mark in the market today but he seemed very quiet as if something was on his mind. I decided to probe further and asked him for this sudden change in behavior. Mark told me that last month he purchased a refrigerator from a shop in town. He told me that the offer was so tempting that he did not check with the shop about the after sales service it would offer. Within a month the refrigerator had started giving problems with the cooling so I approached the shop again but he just gave me a phone number and asked me to contact the company. Mark told me that he has been trying many times but every time he is kept on hold at the other end. I asked him for the brand name of the refrigerator which he had selected. On hearing the name I told Mark that I had read sometime back that this company had a dubious record of cheating consumers. He asked me how I was aware about it. I told him I had read it in the last edition of the consumer protection advice newsletter. I told him there was nothing he could do but hope someone from the company would respond to his call.