Direct PC adjusts its selling methods

The Netherlands Authority for Consumers and Markets (ACM) has sat down with the owner of Direct PC following complaints from older consumers in particular. The company subsequently adjusted its selling methods straight away. Direct PC no longer pressures consumers to agree to an offer when selling door-to-door. Moreover, consumers are provided with better information about the content of the service, the costs, and the cooling-off period.

Direct PC offers subscriptions to service contracts for computer maintenance services. These subscriptions are sold by door-to-door salespeople. Bernadette van Buchem, Director of ACM’s Consumer Department, explains: “It is important that consumers know exactly what they agree to. Because door-to-door selling can sometimes come across as intimidating, consumers are entitled to a cooling-off period. They need to be informed properly about this as well.”

What was the problem?

Through its consumer information portal ConsuWijzer and through media reports, ACM had been receiving complaints from older consumers in particular who felt pressured to take out contracts with Direct PC when approached by door-to-door salespeople. It was unclear to them that they were entitled to a cooling-off period. Furthermore, the content of the service often also remained unclear to them.

The owner of Direct PC has agreed with ACM to the following:

• Direct PC will clearly mention the cooling-off period of 14 days in its door-to-door sales pitches, in the information on their website, and in contracts;
• The key features of the service (what it is and what it costs) will be mentioned more clearly in the door-to-door sales pitches, on the website, and in contracts;  
• Direct PC will thoroughly evaluate its sales staff with regard to their methods and sales strategy.

Dealing with consumer problems swiftly

ACM has different instruments at its disposal for dealing with consumer problems. When choosing its approach in each case, ACM puts consumers central. In this particular situation, ACM opts for a rapid, focused intervention. In other situations, ACM may opt for fines. Over the next few months, ACM will make sure that Direct PC complies with the rules. Consumers who still encounter problems with Direct PC can report this to ConsuWijzer.