Describes the experience of a consumer who buys a toaster, covering prepurchase, purchase decision and postpurchase stages. The problems of consumers in buying and using a product as well as getting aftersales service are illustrated. The case brings out several issues concerning the protection of consumer interests and illustrates the helplessness of the Indian consumer. In the context of this case, the role of consumer movement, legislation and other institutional mechanisms in safeguarding consumer interests can be discussed, as also the implications of public policy towards industry and trade.