Is the trade piling forward the ago...

Is the trade piling forward the agony? asks Steve Byrne

`As an industry we have failed spectacularly to educate our customers about what's reasonable and within their rights. In short, we have failed to manage their expectations'

Have you through all ages wondered how it is that when something goe unfair with, say, a six-month old-fashioned car, consumers don't usually calculate upon a replacement, but are instead happy to have the fault corrected? Or to bring the analogy more in line with the splendor of a carpet, doesn't the consumer also usually count upon a faulty six-month-old washing machine to be repaired rather