Reflections of the Theory of Consumer Productive Deviation in the face of the most demanded companies at PROCON/AL., Brazil.

Abstract

The theory of consumer productive deviation proposes innovation with regard to the way in which consumers are compensated when a company necessarily wastes their time when trying to solve their consumption problems. The objective of this study was to explore what the effects of the theory are in the legal world and how it affects the consumer, especially in the State of Alagoas. To this end, a study was carried out with data collection through bibliographical research using doctrines, articles and data from research carried out by official bodies, thus adopting quantitative and qualitative approaches. It was found that the theory of productive deviation brings something new to consumer compensation for non-pecuniary damage, as it deals with loss of lost time as an independent damage that can be combined with common moral damage (damage relating to personality rights). In addition, the main problems that prevent consumers from seeking help to solve their consumer problems were presented and, according to the theory of productive diversion, the benefits in this regard are strictly punished by companies that neglect their rights or often purposefully make service difficult. Encourage the customer to stop trying to solve their consumption problem. Thus, the results presented as the theory of productive deviation has grown exponentially over the years, as well as its possible implementation in the Consumer Protection Code can change the behavior of some companies and, consequently, live up to the consumer's constitutional right to a effective service.