0:00:02 > 0:00:05For years now I have been on a crusade to combat your consumer woes.
0:00:05 > 0:00:09But there are companies out there who just aren't taking the hint.
0:00:09 > 0:00:12Big companies only care about money.
0:00:12 > 0:00:16On a daily basis thousands of you are being taken for a ride.
0:00:16 > 0:00:19And it's always the same old stuff.
0:00:19 > 0:00:21Bad customer-service, poor products, dodgy workmanship,
0:00:21 > 0:00:24and dreaded terms and conditions.
0:00:24 > 0:00:27Companies do not show respect to the consumers.
0:00:27 > 0:00:30These dismal dealings can drive you to despair
0:00:30 > 0:00:33and leave you feeling abused and confused.
0:00:33 > 0:00:35But fear not,
0:00:35 > 0:00:38because I will take them on to make sure you do not get done.
0:00:58 > 0:01:01Coming up on today's show... a fleet of faulty cars
0:01:01 > 0:01:04and a manufacturer refusing to cough up.
0:01:05 > 0:01:09It was put up and shut up, that's how I felt.
0:01:09 > 0:01:12An interior designer whistle blower who's come out of the closet
0:01:12 > 0:01:16to advise you how to spot an industry faker.
0:01:16 > 0:01:20If you do not check if the person is on the register, then buyer beware.
0:01:20 > 0:01:22And we hit the streets
0:01:22 > 0:01:25to help you get to grips with your consumer rights.
0:01:25 > 0:01:27It must be breaching some law.
0:01:32 > 0:01:34Anyone that drives a car
0:01:34 > 0:01:37will have had problems at some point in their life.
0:01:37 > 0:01:40After all, they're big powerful machines with plenty of moving parts
0:01:40 > 0:01:42and they wear out - it's inevitable.
0:01:42 > 0:01:47But if the part that's broken could cost more than £1,000 to fix,
0:01:47 > 0:01:51all of a sudden your headache's going to become a nightmare.
0:01:51 > 0:01:54Let's assume, hypothetically, I paid my money and I am back on the road.
0:01:54 > 0:01:56But the mechanic told me
0:01:56 > 0:01:59this part routinely goes wrong on similar cars.
0:01:59 > 0:02:03I am starting to wonder, why hasn't the manufacturer sorted it out
0:02:03 > 0:02:05and why am I paying for it instead?
0:02:07 > 0:02:09Somebody else asking that very question
0:02:09 > 0:02:13is Bradford-based mother of one, Sarah Sykes.
0:02:13 > 0:02:18Three years ago Sarah's work demands drove her to seek out a new car.
0:02:18 > 0:02:23She purchased a 2006 1.6 litre VW Golf
0:02:23 > 0:02:28from a local independent car dealer for just under £8,500.
0:02:28 > 0:02:30I absolutely loved it.
0:02:30 > 0:02:36It was a really nice car, sturdy to drive, I felt very safe in it.
0:02:36 > 0:02:40Sarah was not the only person in the area enjoying the delights
0:02:40 > 0:02:42Volkswagen had on offer.
0:02:42 > 0:02:45In the neighbouring town of Blackburn,
0:02:45 > 0:02:49NHS care worker, Tina Park, also purchased a 2006 VW Golf.
0:02:49 > 0:02:52She went directly to a Volkswagen main dealer
0:02:52 > 0:02:58and snapped up a brand new 1.9 litre diesel model for £15,500.
0:02:58 > 0:03:02I was happy and confident that I had bought a car
0:03:02 > 0:03:05I could rely on, that would get me to work.
0:03:05 > 0:03:09So we have got two VW Golfs bought from two different garages
0:03:09 > 0:03:13in two different towns, being driven by two different women.
0:03:13 > 0:03:16But there is one thing they have in common.
0:03:16 > 0:03:19I'd gone out for the day to the local gym.
0:03:24 > 0:03:29When I came back to get in my vehicle I noticed that the ESP light was on.
0:03:29 > 0:03:33Tina was not the only one seeing flashing lights on her dashboard.
0:03:33 > 0:03:37It is a bright orange light and a picture of a car skidding.
0:03:37 > 0:03:41The flashing light indicated that the electronic stability programme,
0:03:41 > 0:03:46or ESP, the safety system that helps prevent skidding, had a fault.
0:03:46 > 0:03:49I kept pressing it thinking that it would go off.
0:03:49 > 0:03:51But it didn't, it just stayed on.
0:03:51 > 0:03:53You think, "Should I be driving this
0:03:53 > 0:03:57"when there is a car skidding on my dashboard?
0:03:57 > 0:04:01"Is it safe to drive?"
0:04:01 > 0:04:03I'd owned the car for just over four years.
0:04:03 > 0:04:09That is when the problem came to light. I was very disappointed.
0:04:09 > 0:04:11I hate it when anything goes wrong with cars
0:04:11 > 0:04:14because I don't know what the problem is.
0:04:14 > 0:04:16I was panicky, thinking,
0:04:16 > 0:04:19"Should I be driving with the light on?"
0:04:21 > 0:04:23Both Tina and Sarah took their cars
0:04:23 > 0:04:27to their local VW dealerships
0:04:27 > 0:04:28who diagnosed the same fault.
0:04:28 > 0:04:32But they were both told that because the cars were out of warranty
0:04:32 > 0:04:34they'd have to foot the repair bills.
0:04:34 > 0:04:37Their love affairs with VW were well and truly over.
0:04:37 > 0:04:41Poor Tina punted out nearly £850 to get her car fixed
0:04:41 > 0:04:44and Sarah put her foot down and refused to pay.
0:04:44 > 0:04:48It makes me worry every time I drive it.
0:04:48 > 0:04:50It makes me really upset and angry.
0:04:50 > 0:04:53It's not money I can afford to pull out.
0:04:53 > 0:04:56Their battle against VW has run out of gas
0:04:56 > 0:04:59so they have asked me to take up the reins.
0:05:00 > 0:05:03It's time I headed to Huddersfield.
0:05:03 > 0:05:05I tell you what, in weather like this,
0:05:05 > 0:05:07it is not the time of year
0:05:07 > 0:05:09you want to be having a problem with your car.
0:05:09 > 0:05:12I'm about to meet two ladies who have got just that.
0:05:12 > 0:05:15And look at that, she hasn't even got a knocker.
0:05:15 > 0:05:18Tina and Sarah had never met me before
0:05:18 > 0:05:20so I thought it would be a good idea
0:05:20 > 0:05:23to bring the two disgruntled drivers together
0:05:23 > 0:05:25for a chinwag at Sarah's house.
0:05:25 > 0:05:30- Hiya! You Sarah? Awful weather, isn't it?- Yes.- How are you doing?
0:05:30 > 0:05:33Tell me about your problem, let's start with you, Sarah.
0:05:33 > 0:05:37I noticed the ESP light came on
0:05:37 > 0:05:42randomly one morning when I turned the car on.
0:05:42 > 0:05:45From that moment on I have just been really scared to drive it.
0:05:45 > 0:05:48I am a bit more wary when I am braking,
0:05:48 > 0:05:50especially in weather like this
0:05:50 > 0:05:52when it's snowy and slippy on the roads.
0:05:52 > 0:05:57It affects your confidence in the vehicle? Is that the same with you?
0:05:57 > 0:06:01Yes. You don't feel safe driving the car in icy conditions.
0:06:01 > 0:06:02You want to feel safe, don't you?
0:06:02 > 0:06:06It is a really bright and in-your-face light.
0:06:06 > 0:06:08You can't...
0:06:08 > 0:06:13The thing is, that stability setting is there for safety reasons.
0:06:13 > 0:06:17It's like having an airbag. You want it there.
0:06:17 > 0:06:20And when it doesn't work it means that something's not quite right.
0:06:20 > 0:06:24I'm sure many of you are wondering what this ESP is
0:06:24 > 0:06:28and what it means when it is not working.
0:06:28 > 0:06:32So fasten your seatbelt for a crash course from an expert mechanic.
0:06:32 > 0:06:35ESP is primarily a safety feature fitted to cars
0:06:35 > 0:06:39where the conditions that the car is being driven in -
0:06:39 > 0:06:41such as rain, ice or snow -
0:06:41 > 0:06:45limit the adhesion of the tyres to the road
0:06:45 > 0:06:50and can correct adverse conditions in which you are driving.
0:06:50 > 0:06:53It is a safety system to help prevent skidding. Got it.
0:06:53 > 0:06:56What would cause the ESP warning light to come on?
0:06:56 > 0:07:00The only way ESP can fail is electronically.
0:07:00 > 0:07:03If one of the censors cannot give information
0:07:03 > 0:07:04to the electronic control unit
0:07:04 > 0:07:07then naturally the ESP will not work properly.
0:07:07 > 0:07:10It is caused by electronic malfunction.
0:07:10 > 0:07:13And if the ESP isn't working, what does that mean to the driver?
0:07:13 > 0:07:15ESP is fitted for a reason.
0:07:15 > 0:07:19If it fails to operate then the car is not functioning as it should.
0:07:19 > 0:07:23If one is used to having that as a safety feature,
0:07:23 > 0:07:27not having it is a negative situation.
0:07:27 > 0:07:31So ESP is a very good safety feature to have when it is working
0:07:31 > 0:07:35and if it is fitted to your car it should be working.
0:07:35 > 0:07:37I am interested in why both Tina and Sarah
0:07:37 > 0:07:40are experiencing the same problem.
0:07:40 > 0:07:45If you've got the same fault that could be a coincidence.
0:07:45 > 0:07:47- But it is not, is it? - No.- How do you know?
0:07:47 > 0:07:50After looking online,
0:07:50 > 0:07:54finding so many people with the same problem,
0:07:54 > 0:08:01there is actually a forum set up specifically for ESP warning lights.
0:08:01 > 0:08:04Most recently, a Facebook group was set up.
0:08:04 > 0:08:08So there are a lot of people, we're not just talking about a couple?
0:08:08 > 0:08:11- No.- Any idea how many? A rough guess?
0:08:11 > 0:08:15On the Facebook site there is about 178.
0:08:15 > 0:08:18- All United Kingdom?- Yes. - They're adding new ones each day.
0:08:18 > 0:08:20Cos you get updates on your phone,
0:08:20 > 0:08:23and it's like, another person has joined, or posted on the forum,
0:08:23 > 0:08:26so they're all saying exactly the same thing.
0:08:26 > 0:08:29- These lights are coming on?- Yes.
0:08:29 > 0:08:30This is shocking.
0:08:30 > 0:08:34The ladies tell me that most people online experienced the ESP
0:08:34 > 0:08:38around the same time - just outside of the three-year warranty.
0:08:38 > 0:08:40So I find it difficult to believe
0:08:40 > 0:08:43VW aren't already aware of the malfunction.
0:08:43 > 0:08:46If you ask me, in these situations,
0:08:46 > 0:08:48car manufacturers should diagnose
0:08:48 > 0:08:51and fix the problem for free, no questions asked.
0:08:52 > 0:08:56It seems VW do things differently.
0:08:56 > 0:09:00I decided to take the car to VW because I felt
0:09:00 > 0:09:04it was their responsibility to fix the faulty parts.
0:09:04 > 0:09:06But the first thing they wanted was money.
0:09:06 > 0:09:12- How much did they charge you for a diagnostic test?- £49.
0:09:12 > 0:09:15There is something I want to query myself,
0:09:15 > 0:09:18why charge you £49 for a diagnostic test if it is a problem
0:09:18 > 0:09:22they are aware of and there are lots of complaints about it?
0:09:22 > 0:09:26They've got to determine it's definitely that fault
0:09:26 > 0:09:28with the diagnostic machine.
0:09:28 > 0:09:30And even if you take it to an independent garage
0:09:30 > 0:09:33they will not accept what they're saying.
0:09:33 > 0:09:37- So they've got your business. - I don't like the sound of that.
0:09:37 > 0:09:41As you say, they know what the problem is,
0:09:41 > 0:09:43hundreds of people are complaining about it,
0:09:43 > 0:09:48but £50 for a diagnostic check - they should reimburse that.
0:09:48 > 0:09:51Did you have to have this diagnostic test done?
0:09:51 > 0:09:53Yes, at an independent VW garage
0:09:53 > 0:09:56where I took my car for servicing and MOTs.
0:09:56 > 0:09:58When I rang the main dealer they said,
0:09:58 > 0:10:00we can't go with what they are saying,
0:10:00 > 0:10:02you need to put it on our machine, that will be £100.
0:10:02 > 0:10:04So they want £100 off you
0:10:04 > 0:10:08- and yours is a VW main agent and...- Yeah. £49.- Crikey.
0:10:08 > 0:10:11The inconsistency here is eye-watering.
0:10:11 > 0:10:15I'm quickly learning that this is the tip of the iceberg.
0:10:15 > 0:10:18Sarah tells me her VW dealership in Bradford said
0:10:18 > 0:10:24she would have to pay £610.68 for a patch up repair.
0:10:24 > 0:10:28But 20 miles away in Huddersfield, this was not offered to Tina.
0:10:28 > 0:10:32Sarah was given a second option to pay £1000 plus labour
0:10:32 > 0:10:34to get the faulty part replaced,
0:10:34 > 0:10:37but Tina was quoted £1,200 for the same job.
0:10:37 > 0:10:41And because her car hadn't been serviced by a VW main dealer,
0:10:41 > 0:10:45Sarah did not qualify for a goodwill discount.
0:10:45 > 0:10:49But Tina, who also had a non-VW service history,
0:10:49 > 0:10:51was offered a 30% discount.
0:10:51 > 0:10:55Same car, same problem, completely different prices.
0:10:55 > 0:10:58It sounds to me like there's not only no consistency
0:10:58 > 0:11:01with the repair options offered,
0:11:01 > 0:11:04but no consistency in the reasoning behind it.
0:11:04 > 0:11:06This does not sound like the sort of service
0:11:06 > 0:11:08you would expect from VW.
0:11:08 > 0:11:14They're well known. They have been around donkey's years.
0:11:14 > 0:11:15A brand that you trust.
0:11:15 > 0:11:20And especially with the advert on the television where it says,
0:11:20 > 0:11:22"It is like a Golf, but it is not a Golf" -
0:11:22 > 0:11:26they are projecting themselves as having a premium brand,
0:11:26 > 0:11:31quite exclusive, you are buying a high-quality product.
0:11:31 > 0:11:36Exactly. This is at the core of my gripe with VW.
0:11:36 > 0:11:38Tina and Sarah bought these expensive cars
0:11:38 > 0:11:41partly because of features like this ESP.
0:11:41 > 0:11:44So when it breaks, no wonder they want to get it fixed
0:11:44 > 0:11:46at the manufacturer's expense.
0:11:46 > 0:11:51Who wouldn't? But it has left Tina nearly £850 out of pocket...
0:11:51 > 0:11:54It was put up and shut up, that's how I felt.
0:11:54 > 0:11:57..and poor Sarah with no confidence in her car.
0:11:57 > 0:12:02Every time I turn the ignition on it makes me feel a bit sick.
0:12:02 > 0:12:04Let me ask you a question -
0:12:04 > 0:12:10what do you both expect and want from VW about this problem?
0:12:10 > 0:12:13Let's start with you, Sarah.
0:12:13 > 0:12:16I expect them to admit that there's an actual fault
0:12:16 > 0:12:18and that it is widespread.
0:12:18 > 0:12:23And I want them to fix it. I want them to replace the part.
0:12:23 > 0:12:26Not necessarily repair it, just replace it.
0:12:26 > 0:12:28That would give me total peace of mind.
0:12:28 > 0:12:32- At zero cost, or are you prepared to pay towards it?- Zero cost, ideally.
0:12:32 > 0:12:35And you, Tina, slightly different because you have already
0:12:35 > 0:12:37had the part repaired.
0:12:37 > 0:12:41- What do you expect from VW? - To acknowledge there is a problem,
0:12:41 > 0:12:44recall the vehicles that need recalling for it,
0:12:44 > 0:12:51and for myself, to reimburse what I've pulled out to pay for repairs.
0:12:51 > 0:12:54I'm confident that the ESP fault is huge.
0:12:54 > 0:12:56But going up against Volkswagen,
0:12:56 > 0:12:59well, the words David and Goliath spring to mind.
0:12:59 > 0:13:03But what I love about having two damsels in distress
0:13:03 > 0:13:05is that I can spread the workload.
0:13:05 > 0:13:08You ladies can do me a favour, if you do not mind.
0:13:08 > 0:13:11I know you're online.
0:13:11 > 0:13:15Can you do some research and see if you can get some indication
0:13:15 > 0:13:17as to how many people have the same problem.
0:13:17 > 0:13:21Get me the diagnostic code. Anything at all that might help.
0:13:21 > 0:13:25As you've had your problem fixed,
0:13:25 > 0:13:28would you mind going to a reputable garage,
0:13:28 > 0:13:30not necessarily a VW main agent,
0:13:30 > 0:13:34and ask an expert, somebody about exactly what this item is,
0:13:34 > 0:13:36what it means if it is on,
0:13:36 > 0:13:39is it an MOT failure, have they come across it with anyone else?
0:13:39 > 0:13:42So, in a nutshell, I want you to get online, you to get on the road
0:13:42 > 0:13:44and we'll try and get a result between us.
0:13:44 > 0:13:48And, fingers crossed, because it could be a bit sticky.
0:13:48 > 0:13:52Can I take your paper work? I will return it.
0:13:52 > 0:13:55That is all I need at this stage.
0:13:55 > 0:13:57See you soon. Do you want to see me out?
0:13:57 > 0:13:59- Of course I will.- Lovely.
0:14:01 > 0:14:02Those ladies bought those cars
0:14:02 > 0:14:05because it was the name of a brand they trusted.
0:14:05 > 0:14:08Yet one is so worried she does not use the car anymore.
0:14:08 > 0:14:10Absolutely ridiculous.
0:14:10 > 0:14:13I'll be interested to see what VW have to say about this
0:14:13 > 0:14:16because, by the sounds of it, it's an inherent and common fault.
0:14:16 > 0:14:19And it seems VW might not be too surprised
0:14:19 > 0:14:21to be hearing from me.
0:14:21 > 0:14:23I asked them a few crucial questions there,
0:14:23 > 0:14:25and said, "Is it a manufacturing fault?
0:14:25 > 0:14:29"Because if it is I will come at you all guns blazing
0:14:29 > 0:14:33"and ask you to repair this at no cost to the customer."
0:14:37 > 0:14:39I know better than anyone
0:14:39 > 0:14:42that the laws involved with buying goods and services
0:14:42 > 0:14:44are a bit of a minefield.
0:14:44 > 0:14:47I have been swotting up on this stuff for years
0:14:47 > 0:14:48and my mind still boggles.
0:14:48 > 0:14:52But a little knowledge will do you and your wallet a huge favour.
0:14:52 > 0:14:57So the team have been out armed with questions
0:14:57 > 0:14:59to put to you, the buying public,
0:14:59 > 0:15:03to see if you know your consumer rights from your consumer wrongs.
0:15:07 > 0:15:12We hit the high street today on a mission to give you shrewd shoppers a bit of savvy.
0:15:12 > 0:15:15First up for you busy buyers...
0:15:17 > 0:15:24"You buy a sofa which is described as 150cm wide in the store catalogue.
0:15:24 > 0:15:29"When it is delivered, you can't get it into your living room as the door is too narrow.
0:15:29 > 0:15:34"You measure it and the sofa is 155cm wide.
0:15:34 > 0:15:36"The store refuse to take the sofa back,
0:15:36 > 0:15:39"claiming you should have measured it before purchase,
0:15:39 > 0:15:42"and the catalogue is only a rough guide.
0:15:42 > 0:15:44"Can they do this?"
0:15:45 > 0:15:48I don't think they can do that.
0:15:48 > 0:15:52It's false advertising, isn't it? If you say something's something it has to be so.
0:15:52 > 0:15:54- I don't think they can do it.- No.
0:15:54 > 0:15:56It must be breaching some sort of law.
0:15:56 > 0:16:00Spot on. Three out of three.
0:16:00 > 0:16:04Under the Sales of Goods Act, all products must be as described.
0:16:04 > 0:16:07If the retailer's catalogue stated it was smaller than it was,
0:16:07 > 0:16:09they are in the wrong.
0:16:09 > 0:16:13You should contact the retailer and demand a refund.
0:16:13 > 0:16:15- Yeah, we got it right! - Yay, got it right, next one!
0:16:15 > 0:16:19Oi-oi, steady on there! Next up...
0:16:21 > 0:16:25"You book tickets to a pop concert but the main act cancels on the night
0:16:25 > 0:16:29"and is replaced by a cover band. Can you get a refund on your ticket?"
0:16:29 > 0:16:30I'd have said yes.
0:16:30 > 0:16:32You are entitled to a refund.
0:16:32 > 0:16:34- They should.- They should.
0:16:34 > 0:16:36No.
0:16:36 > 0:16:38Correct, but only one out of four.
0:16:38 > 0:16:44If a replacement performer steps in, you are not entitled to a refund.
0:16:44 > 0:16:49Concert organisers have the right to change performers from those advertised.
0:16:49 > 0:16:52And if you can't make it to an event or change your mind,
0:16:52 > 0:16:54you've got no right to your money back.
0:16:54 > 0:16:56Oh, that's interesting.
0:16:56 > 0:17:00It certainly is. Now, let's see how you fair on the last one...
0:17:02 > 0:17:05"You go on holiday to the US and take your smartphone with you.
0:17:05 > 0:17:08"You leave it switched on as you're expecting an important call
0:17:08 > 0:17:12"but never actually use the phone while in America.
0:17:12 > 0:17:17"However, when you get home, your phone company sends you a bill for £500.
0:17:17 > 0:17:20"Is this possible and do you have to pay?"
0:17:20 > 0:17:21That's probably right.
0:17:21 > 0:17:23You did something to get some kind of £500...
0:17:23 > 0:17:26If they charged you for having your phone switched on...
0:17:26 > 0:17:27I'm going to say yes.
0:17:27 > 0:17:31- Well, you're using their network... - Come on, my coffee's going cold!
0:17:31 > 0:17:34- Yes.- And your final answer is?
0:17:34 > 0:17:36They are allowed to bill you.
0:17:36 > 0:17:39We got there in the end.
0:17:39 > 0:17:42Many smartphones run automatic software updates
0:17:42 > 0:17:45which can incur local data charges.
0:17:45 > 0:17:51In countries outside the EU, these can be up to £9 per megabyte.
0:17:51 > 0:17:53To avoid these charges,
0:17:53 > 0:17:57disable your phone's data roaming function before you leave the UK.
0:17:57 > 0:17:59That's rubbish.
0:17:59 > 0:18:03I agree, and that's why it pays to know your rights.
0:18:03 > 0:18:05Well, there's still scope for improvement,
0:18:05 > 0:18:08but I'm pleased to see that some of you appear to have lent an ear
0:18:08 > 0:18:10to my years of ranting about your rights.
0:18:10 > 0:18:15Trust me, a little inside knowledge will go a long way to stopping you getting done.
0:18:19 > 0:18:22I'm assisting two ladies experiencing problems
0:18:22 > 0:18:27with the anti-skid system, or ESP, on their VW Golfs.
0:18:27 > 0:18:30So I was panicky all the way driving to work, thinking,
0:18:30 > 0:18:32"Should I be driving with the light on?"
0:18:32 > 0:18:35Not knowing if the car was safe to drive or not safe,
0:18:35 > 0:18:37so I could have been putting myself at risk.
0:18:39 > 0:18:43Tina and Sarah told me the internet is crawling
0:18:43 > 0:18:46with disgruntled VW owners experiencing the ESP fault.
0:18:46 > 0:18:50And I've been checking my inbox and lo and behold,
0:18:50 > 0:18:54I received yet more e-mails from customers requesting my help on this very issue.
0:18:54 > 0:18:57So, I'm adding them to my list with Tina and Sarah.
0:18:58 > 0:19:03Normally, when I'm ringing someone up, I've had a complaint and I've got to try and sort it out.
0:19:03 > 0:19:05In this case, I've had loads of complaints
0:19:05 > 0:19:09all about a very similar problem with VWs. Not good enough.
0:19:09 > 0:19:15I would like to speak to somebody about an ESP light that's coming on with VWs.
0:19:15 > 0:19:18Wow! It seems just a mention of the ESP issue
0:19:18 > 0:19:20puts the cat amongst the pigeons.
0:19:20 > 0:19:24Before I know it, I'm passed through to Paul in the press office.
0:19:24 > 0:19:27There seems to be a common denominator here with the problems
0:19:27 > 0:19:31that people are experiencing, and it's an ESP light that's coming on.
0:19:31 > 0:19:34Is this problem something you're aware of?
0:19:34 > 0:19:36If it's the one I'm thinking of,
0:19:36 > 0:19:40the actual fault is in fact a faulty pressure sensor switch.
0:19:40 > 0:19:42Is it a manufacturing fault,
0:19:42 > 0:19:46cos it sounds like it's something which, you know, is happening a lot?
0:19:46 > 0:19:49Well, I believe it's a defect in the pressure sensor
0:19:49 > 0:19:51from one source of supply.
0:19:51 > 0:19:57Hold your horses! The flashing light is caused by a faulty switch?
0:19:57 > 0:19:59And VW are well aware of the problem?
0:19:59 > 0:20:03Basically, if it's a manufacturing fault, it should be covered and the cost should be covered.
0:20:03 > 0:20:07If you can allow me to come back to you on the exact details.
0:20:08 > 0:20:13Now, whether VW want to consider this a manufacturing fault or not,
0:20:13 > 0:20:16the bottom line is the switch is failing and therefore,
0:20:16 > 0:20:18in my eyes, isn't fit for purpose.
0:20:18 > 0:20:23And because of that, I believe it's covered under the good old Sale of Goods Act.
0:20:23 > 0:20:26This legislation means car-owning consumers are protected
0:20:26 > 0:20:29if the vehicle is not fit for purpose.
0:20:29 > 0:20:30Thank you, Paul. Bye-bye.
0:20:30 > 0:20:32Bye.
0:20:32 > 0:20:36I tell you what, nice guy, seems to know what he's talking about
0:20:36 > 0:20:39but I asked him a few crucial questions there, said, "Is it a manufacturing fault?"
0:20:39 > 0:20:42and he said, "Yes, I believe so, but I'll just double-check."
0:20:42 > 0:20:45And I thought, "You better do that, because if it is,
0:20:45 > 0:20:48"I'm going to come at you all guns blazing
0:20:48 > 0:20:52"and ask you to repair these at no cost to the customer." End of.
0:20:52 > 0:20:56Whilst I wait for Paul to dig out more details about the fault,
0:20:56 > 0:20:59I'm going to do a bit of research of my own.
0:20:59 > 0:21:02The Golf has been VW's most popular family car
0:21:02 > 0:21:05since rolling off the production line in 1974.
0:21:05 > 0:21:10And 38 years later, over 26 million of them have been sold worldwide.
0:21:10 > 0:21:15It seems the problems Tina and Sarah are experiencing with their ESP
0:21:15 > 0:21:17isn't just unique to Golfs.
0:21:17 > 0:21:19Meet Philip Hewington from Reading.
0:21:19 > 0:21:23He bought a VW Touran in 2007 and, you've guessed it,
0:21:23 > 0:21:28just outside the warranty, the ESP warning light reared its ugly head.
0:21:28 > 0:21:30So, the light just appeared on the dashboard,
0:21:30 > 0:21:35but it was sort of a concern in that, you know, it is part of the car that has failed.
0:21:35 > 0:21:39So I then sort of took about looking on the internet and doing research
0:21:39 > 0:21:42to find out what the issue was, what the likely fixes might be.
0:21:42 > 0:21:44VW refused to fix it for free.
0:21:44 > 0:21:48Instead, they told Philip it would cost him £185,
0:21:48 > 0:21:51which then rose to £485.
0:21:51 > 0:21:52It almost seemed quite dishonest.
0:21:52 > 0:21:57If it had been £485 upfront, I think I'd have sort of stomached that.
0:21:57 > 0:22:02But being £185 to £485, it was a massive increase
0:22:02 > 0:22:06in the sort of estimated price versus the actual quoted price.
0:22:06 > 0:22:10Philip was not a happy chappie, so he wrote to the Volkswagen UK CEO
0:22:10 > 0:22:15and pulled him exactly what he thought of the situation.
0:22:15 > 0:22:17He said, based upon that, there was no more that they could do.
0:22:17 > 0:22:20You know, it was kind of effectively case closed.
0:22:20 > 0:22:25Philip took it to an independent garage who charged him £485.10
0:22:25 > 0:22:27for the repair kit option. Crikey!
0:22:27 > 0:22:30So that's three cases I've taken on.
0:22:30 > 0:22:34Better start getting my head down and try and get these issues solved.
0:22:34 > 0:22:37Because of the amount of people who are complaining about the same
0:22:37 > 0:22:38ESP light on their cars,
0:22:38 > 0:22:42I'm pretty convinced it's a manufacturers inherent fault.
0:22:42 > 0:22:44In other words, it was there when it left the factory.
0:22:44 > 0:22:46Now, if that is the case,
0:22:46 > 0:22:49VW are obliged to repair or replace the item that is faulty.
0:22:49 > 0:22:53And they've already told me that a batch of these switches
0:22:53 > 0:22:56fitted on these cars were not fit for purpose.
0:22:56 > 0:22:59That's why I'm going to keep quoting the Sales of Goods Act
0:22:59 > 0:23:01until VW sit up and listen.
0:23:01 > 0:23:03But when I head back to the office,
0:23:03 > 0:23:06I'm greeted by an unexpected response.
0:23:06 > 0:23:11Now, Paul from VW has got back to me with an e-mail, which I like.
0:23:11 > 0:23:14But I'm going through it and there's one bit here, he says,
0:23:14 > 0:23:19"We have been replacing this switch free of charge on vehicles back to model 2005."
0:23:19 > 0:23:23It goes on to say they've been doing this even if the vehicle
0:23:23 > 0:23:25has no service history.
0:23:25 > 0:23:29So, I go back through Tina, Sarah and Philip's case notes,
0:23:29 > 0:23:32and discover all three cars fit this description.
0:23:32 > 0:23:35So why have they all been refused?
0:23:35 > 0:23:38There's no hiding, Paul.
0:23:38 > 0:23:40Morning, is Paul Buckett there, please?
0:23:40 > 0:23:42Actually, there is, because he's out the country.
0:23:42 > 0:23:44But, his colleague Kate is holding the fort.
0:23:44 > 0:23:48What it is, Kate, Paul's sent me back an e-mail very kindly
0:23:48 > 0:23:51and one of the things he's mentioned in this e-mail, just to quote,
0:23:51 > 0:23:57he says, "We have been replacing this switch free of charge on vehicles back to model year 2005."
0:23:57 > 0:24:02Which is great if that's the case, but I've got at least, well,
0:24:02 > 0:24:05a handful of people here who have all been to VW main agents
0:24:05 > 0:24:09and for various different reasons, have had to pay to have this switch replaced.
0:24:09 > 0:24:12So what I need to address here, Kate, is these people's money.
0:24:12 > 0:24:14I'd like it back.
0:24:16 > 0:24:18Not only do I have it in black-and-white from VW
0:24:18 > 0:24:21that they should be rectifying this fault free of charge,
0:24:21 > 0:24:26I've got legislation which should drive it home.
0:24:26 > 0:24:28Because there is another iron to put in the fire here, Kate.
0:24:28 > 0:24:31You've got your warranty, your VW warranty,
0:24:31 > 0:24:33which is not your statutory rights.
0:24:33 > 0:24:36You've got your gestures of goodwill, which, obviously,
0:24:36 > 0:24:39a big company like VW would want to do that, keep their customers happy.
0:24:39 > 0:24:41Then you've also got statutory rights in the Sale of Goods Act.
0:24:41 > 0:24:45This is the crux of my argument with VW.
0:24:45 > 0:24:49They've admitted the warning light fault is caused by a defective part,
0:24:49 > 0:24:52so in my book, warranty and service history are irrelevant.
0:24:52 > 0:24:55Now, what that means in a nutshell is it doesn't matter how nice
0:24:55 > 0:24:58you want to be about it, legally, you've got to put it right.
0:24:58 > 0:25:01We'd like you to refund the money,
0:25:01 > 0:25:02and, not only that,
0:25:02 > 0:25:05we'd like some sort of promise from you
0:25:05 > 0:25:07that maybe the VW garages need to be brought up to speed
0:25:07 > 0:25:09with the Sale of Goods Act and say,
0:25:09 > 0:25:11"Look, if it's a manufacturing defect fault,
0:25:11 > 0:25:13"you've got to put it right".
0:25:13 > 0:25:15- 'All right, thank you.' - Bye-bye, then.
0:25:15 > 0:25:17I hit her there, right between the eyes.
0:25:17 > 0:25:20I want their money back. Don't tell me about your warranty.
0:25:20 > 0:25:23Don't tell me about gestures of goodwill. It's the law.
0:25:23 > 0:25:26Sale of Goods Act. Warranties aren't. Give the money back.
0:25:27 > 0:25:30Whilst Kate, at VW, digs out some answers for me,
0:25:30 > 0:25:33I've asked Sarah and Tina to do a bit of digging of their own.
0:25:33 > 0:25:35Now, I'm convinced this problem is huge,
0:25:35 > 0:25:39and affecting more people than the cases cluttering up my inbox.
0:25:39 > 0:25:42So, Sarah's been scouring the web, in search of more people
0:25:42 > 0:25:45who have fallen foul of VW's faulty ESP.
0:25:45 > 0:25:49It's quite surprising, really, how common the ESP fault is.
0:25:49 > 0:25:52Just by typing into a search engine,
0:25:52 > 0:25:55and the problem with the car is coming up with loads of results
0:25:55 > 0:25:57for different online forums.
0:25:57 > 0:26:00'Remember, VW initially told me
0:26:00 > 0:26:05'they were fixing the fault switch for free for all VWs made from 2005.
0:26:05 > 0:26:09'Irrelevant of age and service history.'
0:26:09 > 0:26:11It seems that some people
0:26:11 > 0:26:13are getting the part fixed free of charge.
0:26:13 > 0:26:18Some people are having to pay a proportion of the cost.
0:26:18 > 0:26:20Some people are getting no help whatsoever.
0:26:20 > 0:26:23If VW are fixing this problem for free,
0:26:23 > 0:26:25why is the internet full of people
0:26:25 > 0:26:28who have been told by main dealers that they're not?
0:26:28 > 0:26:31The only people who do seem to get a result are those who
0:26:31 > 0:26:33claim through the small claims court.
0:26:33 > 0:26:36Now, that's interesting, and I'll bet my last penny they cited
0:26:36 > 0:26:38the trusty Sale of Goods Act.
0:26:38 > 0:26:41And, while Sarah's been clicking away in the comfort of her own home,
0:26:41 > 0:26:47I've asked Tina to take a trip to the local independent garage.
0:26:47 > 0:26:49Have you had a lot of these vehicles in?
0:26:49 > 0:26:52We've had a few in lately, yeah. Tourans, mostly.
0:26:52 > 0:26:54VW Tourans? That's interesting,
0:26:54 > 0:26:57as that's the model of car Philip's had his issue with.
0:26:57 > 0:26:59How much do you charge to fix something like this?
0:26:59 > 0:27:02The pump itself isn't actually that cheap.
0:27:02 > 0:27:05They're between 600 and 800 quid to do,
0:27:05 > 0:27:07then you've got labour, on top of that,
0:27:07 > 0:27:10- so it's taking about 1,200, 1,300 quid.- 1,200 quid, yeah?
0:27:10 > 0:27:13So it is exceptionally dear, yeah?
0:27:13 > 0:27:15Have you heard of any other customers
0:27:15 > 0:27:18getting their money back for these issues from Volkswagen?
0:27:18 > 0:27:21I personally haven't heard of anyone getting their money back, at all.
0:27:21 > 0:27:24Should be a warranty job, really, shouldn't it?
0:27:24 > 0:27:26And is it an MOT failure?
0:27:26 > 0:27:29At the moment, no. But they are thinking about bringing it on,
0:27:29 > 0:27:31so it will be soon.
0:27:31 > 0:27:33Not only is this problem happening
0:27:33 > 0:27:35to VW customers all over the country,
0:27:35 > 0:27:39soon you may have to fork out for the repair to avoid failing the MOT.
0:27:39 > 0:27:42And Sarah has found evidence of disgruntled owners
0:27:42 > 0:27:46who have had to go to court to get their money back from VW.
0:27:46 > 0:27:51That information's got to put me into pole position.
0:27:51 > 0:27:55Since I last spoke to Kate at VW, I've received an interesting e-mail,
0:27:55 > 0:27:59saying that they've judged the contribution towards repairs
0:27:59 > 0:28:02on factors like age, and mileage of the vehicle.
0:28:02 > 0:28:05And she's reviewed the cases I've sent to her, and states that,
0:28:05 > 0:28:10"Contributions were made in line with the agreed criteria".
0:28:10 > 0:28:12Hold on.
0:28:12 > 0:28:14I've received an e-mail from Paul at VW, that said,
0:28:14 > 0:28:18"We've been replacing this switch free of charge
0:28:18 > 0:28:21"on vehicles back to 2005". So, come on, VW. Which is it?
0:28:21 > 0:28:24Now, this is one of the issues I have with Volkswagen.
0:28:24 > 0:28:27There doesn't seem to be any consistency in how they're dealing
0:28:27 > 0:28:28with this problem.
0:28:28 > 0:28:30'And this has got me thinking.
0:28:30 > 0:28:34'VW aren't the only car manufacturer out there.
0:28:34 > 0:28:35'There are literally hundreds
0:28:35 > 0:28:39'of different makes and models of cars,
0:28:39 > 0:28:42'all made up of components which have the potential to go wrong.
0:28:42 > 0:28:44'And what happens when a fault emerges,
0:28:44 > 0:28:47'that could exist on thousands, or even millions of cars?
0:28:47 > 0:28:50'The answer is a vehicle recall.'
0:28:52 > 0:28:55The biggest recall a manufacturer's ever had to make
0:28:55 > 0:28:58was in 1996 in the United States,
0:28:58 > 0:29:00when eight million Fords were called back
0:29:00 > 0:29:02because of a problem with the ignition.
0:29:02 > 0:29:04So, car manufacturers can do it.
0:29:04 > 0:29:06Which leaves me with a couple of questions.
0:29:06 > 0:29:09Should VW be recalling all of their models
0:29:09 > 0:29:10with the ESP problem?
0:29:10 > 0:29:12What warrants a recall?
0:29:12 > 0:29:14And, also, who is keeping an eye on the manufacturers,
0:29:14 > 0:29:17to make sure those cars are actually safe?
0:29:17 > 0:29:20'That would be VOSA,
0:29:20 > 0:29:24'the agency responsible for seeing car recalls in the UK.'
0:29:24 > 0:29:25VOSA launches recall
0:29:25 > 0:29:28where a defect arises in either the design
0:29:28 > 0:29:29or manufacturing of a vehicle.
0:29:29 > 0:29:31This is defect which is sudden,
0:29:31 > 0:29:34and would result in serious injury, or death.
0:29:34 > 0:29:37That's the type of defect, such as the brake failure,
0:29:37 > 0:29:40or something really safety-critical, like the steering.
0:29:40 > 0:29:42'But who asks for a recall?'
0:29:42 > 0:29:45Usually, manufacturers identify a defect, and come to us,
0:29:45 > 0:29:47to help them launch a recall.
0:29:47 > 0:29:50Sometimes, members of the public will notify us of defects,
0:29:50 > 0:29:52and we will investigate the defect.
0:29:52 > 0:29:53But VOSA does have the powers
0:29:53 > 0:29:56to force manufacturers to do a recall.
0:29:56 > 0:30:00'Why didn't the faulty ESP switch fitted to certain VW models
0:30:00 > 0:30:02'qualify for a recall?'
0:30:02 > 0:30:04Generally where the ESP warning light comes on,
0:30:04 > 0:30:06the vehicle can be driven safely to a garage,
0:30:06 > 0:30:07to have the defect checked out.
0:30:07 > 0:30:10The ESP that's fitted to the majority of vehicles
0:30:10 > 0:30:13is something which can be switched on and off,
0:30:13 > 0:30:14optionally, by the driver.
0:30:14 > 0:30:18So we don't view that as a serious or imminent defect
0:30:18 > 0:30:21that warrants a recall.
0:30:21 > 0:30:23'So, recalls happen with serious safety issues,
0:30:23 > 0:30:27'where there is a serious threat to life and limb.
0:30:27 > 0:30:30'And that isn't the case with the VW ESP fault.
0:30:30 > 0:30:33'Well, that answers Tina's questions
0:30:33 > 0:30:35'about why VW haven't recalled the cars.
0:30:35 > 0:30:38'Talking about VW, time I got back on their case.'
0:30:38 > 0:30:40I sent an e-mail to VW five days ago,
0:30:40 > 0:30:42with some pretty hard questions on it.
0:30:42 > 0:30:44I want the answers, but I haven't had them yet.
0:30:44 > 0:30:46So now I'm going to ring them,
0:30:46 > 0:30:48and find out what those answers are.
0:30:50 > 0:30:54- 'Hi, Dominic. It's Kate.'- Hello, Kate. Thanks for taking my call.
0:30:54 > 0:30:56The e-mail that I sent five days ago,
0:30:56 > 0:30:59I've obviously got some quite important questions there.
0:30:59 > 0:31:02'I disputed the fact that Tina, Sarah and Philip don't qualify
0:31:02 > 0:31:04'to get their cars repaired for free.
0:31:04 > 0:31:06'Kate says they're still investigating.'
0:31:06 > 0:31:10I think these are points covered in the Sale of Goods Act.
0:31:10 > 0:31:13I know that in one of the e-mails you sent back to me,
0:31:13 > 0:31:16you mentioned the Sale of Goods Act in a way where you think
0:31:16 > 0:31:18you've responded to these in line with that.
0:31:18 > 0:31:22I'd like to actually dispute that. I don't think you have.
0:31:22 > 0:31:24'They've admitted a censor switch is faulty.
0:31:24 > 0:31:28'So, unless they've got a misprinted version of the Sale of Goods Act,
0:31:28 > 0:31:30'it's case closed.'
0:31:30 > 0:31:32Is there somebody there, whether it's you or whoever,
0:31:32 > 0:31:36who could give me VW's opinion of what the Sale of Goods Act is.
0:31:36 > 0:31:39'Kate now says they need to seek advice from their legal team.'
0:31:39 > 0:31:41Cheerio. Bye-bye.
0:31:41 > 0:31:44Ooh, that was an upper cut from me!
0:31:44 > 0:31:45And a right hook, as well.
0:31:45 > 0:31:47I basically said to her, "Look,
0:31:47 > 0:31:49"I think this is coming under Sale of Goods Act".
0:31:49 > 0:31:52That is the statutory law. That's people's right.
0:31:52 > 0:31:53I feel quite strong about that.
0:31:53 > 0:31:56But, just as I think I'm on the home strait,
0:31:56 > 0:31:59VW put another spoke in the wheel.
0:31:59 > 0:32:02Right, so, for people like that, there's no guarantee at the moment
0:32:02 > 0:32:04that they're going to be covered.
0:32:10 > 0:32:12People say knowledge is power.
0:32:12 > 0:32:14When it comes to fighting for your consumer rights,
0:32:14 > 0:32:17the more you have, the better equipped you'll be.
0:32:17 > 0:32:20Well, I've found some industry insiders
0:32:20 > 0:32:22prepared to spill the beans on the dirty tricks of their trade.
0:32:22 > 0:32:24So, listen up.
0:32:24 > 0:32:27Their advice could save you an awful lot of grief.
0:32:31 > 0:32:36'Today, we're taking a peak into the fabulous world
0:32:36 > 0:32:37'of interior design.
0:32:37 > 0:32:39'When it comes to giving your house a make over,
0:32:39 > 0:32:42'many seek the advice of a professional designer,
0:32:42 > 0:32:46'to get that sleek, stylish, show home look.
0:32:46 > 0:32:49'And, whilst many designers come up with the goods,
0:32:49 > 0:32:52'there are dodgy designs, plagiarised plans,
0:32:52 > 0:32:55'and smooth operators that are more 'rogue' than 'in vogue'.
0:32:58 > 0:33:01'We've got on board an interior designer insider,
0:33:01 > 0:33:04'with over 30 years' experience.
0:33:04 > 0:33:07'She's agreed to lift the veil on industry chancers
0:33:07 > 0:33:10'that, for years, have been swept under the carpet.
0:33:10 > 0:33:13'So, we've hidden her identity,
0:33:13 > 0:33:16'and with the picture she paints, you'll soon understand why.'
0:33:19 > 0:33:23I find it very annoying that bad designers operate,
0:33:23 > 0:33:27because it gives the profession a bad name.
0:33:27 > 0:33:30I don't think that it's in anyone's interests
0:33:30 > 0:33:32for a designer to go along
0:33:32 > 0:33:34and takes somebody's money,
0:33:34 > 0:33:37and just damage their home.
0:33:37 > 0:33:40'In the colourful world of interiors,
0:33:40 > 0:33:43'how do you tell a decent designer from a disastrous one?'
0:33:46 > 0:33:50Professional interior designers call the ladies, and gentlemen,
0:33:50 > 0:33:52that are unqualified,
0:33:52 > 0:33:55"cushion flappers", or "dolly decorators"
0:33:55 > 0:33:58A professional designer
0:33:58 > 0:33:59should provide a brief solution,
0:33:59 > 0:34:04and a methodology of how you get to that solution.
0:34:04 > 0:34:08And a truly-qualified interior designer
0:34:08 > 0:34:11will not be a person to spend your money.
0:34:11 > 0:34:13They'll be a person who helps to save you money.
0:34:13 > 0:34:14They might come into your home and say,
0:34:14 > 0:34:18"You don't need to remove that piece of furniture".
0:34:18 > 0:34:22So, it's reconfiguring space, and finding solutions.
0:34:22 > 0:34:26The general type of rogue interior designer
0:34:26 > 0:34:29is somebody who doesn't complete a problem.
0:34:29 > 0:34:31Somebody who just walks away from it,
0:34:31 > 0:34:35and leaves all of the other professions
0:34:35 > 0:34:39that have been included in the project to resolve themselves.
0:34:39 > 0:34:43'What horror stories does our designer insider have for us?'
0:34:43 > 0:34:47The worst example is a £10,000 fee,
0:34:47 > 0:34:50paid to a designer
0:34:50 > 0:34:55to reconfigure and design the interior of a house.
0:34:55 > 0:34:59Staircase didn't conform to building regulations.
0:34:59 > 0:35:02The kitchen had sockets
0:35:02 > 0:35:05and taps placed so close to each other,
0:35:05 > 0:35:09they didn't allow the distance that building regulations require.
0:35:09 > 0:35:13And the home owner's left with a house that they couldn't sell,
0:35:13 > 0:35:16because it didn't have the certificates,
0:35:16 > 0:35:18and a complete disaster.
0:35:18 > 0:35:20'And if the work does pass building regs,
0:35:20 > 0:35:22'what typical designer bodges
0:35:22 > 0:35:25'have clients been forced to live with?'
0:35:25 > 0:35:29Could be something very simple, like hinging a door on the wrong side,
0:35:29 > 0:35:32so that you walk onto a staircase,
0:35:32 > 0:35:37or that lights are installed in the wrong locations.
0:35:37 > 0:35:39The light switches are on the wrong spot.
0:35:39 > 0:35:42You have to walk in a room and put up your hands all over the walls
0:35:42 > 0:35:46before you find the light switch, rather than the right heights.
0:35:46 > 0:35:50What I would call very basic, simple things,
0:35:50 > 0:35:53and the home owner ends up having paid for that service,
0:35:53 > 0:35:56and doesn't end up with a better interior.
0:35:56 > 0:35:57'We've heard the horror.
0:35:57 > 0:36:00'Now, how do you stop yourself falling victim
0:36:00 > 0:36:02'to a dubious designer?
0:36:02 > 0:36:05'Here's my insider's tips.
0:36:07 > 0:36:12'Before talking to designers, do your sums.'
0:36:12 > 0:36:16I think the first thing the consumer should define
0:36:16 > 0:36:18is what their budget is.
0:36:18 > 0:36:21And how much money they will not exceed.
0:36:21 > 0:36:24'Set yourself goals.'
0:36:24 > 0:36:28Find a brief, and actually lay out what you want.
0:36:28 > 0:36:30Not necessarily what you want the designer to do,
0:36:30 > 0:36:33but what you want to have achieved when they've left.
0:36:33 > 0:36:37'Before agreeing to take on a designer, do your homework.'
0:36:37 > 0:36:40Definitely take recommendations,
0:36:40 > 0:36:44so that you can actually see, from your friends and from other works,
0:36:44 > 0:36:46who's been working in your area.
0:36:46 > 0:36:50You should look at what different organisations they belong to,
0:36:50 > 0:36:52that actually register and regulate them.
0:36:52 > 0:36:55Then look into who regulates that organisation.
0:36:55 > 0:36:59The ones to look for are the not-for-profit, or Government-backed.
0:36:59 > 0:37:02'Be proactive, and go compare.'
0:37:03 > 0:37:07I would always recommend that you ask for a project rate,
0:37:07 > 0:37:10an hourly rate, and a day rate.
0:37:10 > 0:37:14You would know, by measuring at least three designers,
0:37:14 > 0:37:18exactly where you think is giving you the correct service,
0:37:18 > 0:37:20for the correct sum.
0:37:24 > 0:37:27'Over the past few weeks, I've been battling with Volkswagen,
0:37:27 > 0:37:31'on behalf of three very unhappy customers.
0:37:31 > 0:37:35'They thought their hard-earned cash had paid for solid, reliable cars,
0:37:35 > 0:37:38'with state-of-the-art safety features from a company
0:37:38 > 0:37:39'with exemplary customer service.'
0:37:39 > 0:37:43We trusted the brand. They were reliable,
0:37:43 > 0:37:45and they're meant to be good customer care.
0:37:45 > 0:37:47'But when a warning sign on their dashboards
0:37:47 > 0:37:50'lights up like a Christmas tree, they were told by VW
0:37:50 > 0:37:53'that, because their cars were just outside the warranty,
0:37:53 > 0:37:55'they'd have to pay up for the repairs.'
0:37:57 > 0:38:00I'd actually quite like to have a new part in the car,
0:38:00 > 0:38:04to make me feel 100% sure that it's roadworthy, really.
0:38:04 > 0:38:07'VW have taken me on quite a journey.
0:38:07 > 0:38:11'First, saying they would fix all cars newer than 2005 for free,
0:38:11 > 0:38:13'then did a U-turn,
0:38:13 > 0:38:17'and said it depended on the age and mileage of the vehicle.
0:38:17 > 0:38:19'But, despite admitting that the ESP problem
0:38:19 > 0:38:21'is caused by a faulty switch,
0:38:21 > 0:38:24'VW don't think it's covered by the Sale of Goods Act.
0:38:24 > 0:38:26'But I wholeheartedly disagree,
0:38:26 > 0:38:29'so I've asked them for an explanation.
0:38:29 > 0:38:32'But they've been skirting around the issue.'
0:38:32 > 0:38:33I tell you what.
0:38:33 > 0:38:37An e-mail literally just arrived, from one of the bosses.
0:38:37 > 0:38:39'Now, they still haven't given me their interpretation
0:38:39 > 0:38:41'of the Sale Of Goods Act,
0:38:41 > 0:38:44'but they have outlined their final response.
0:38:44 > 0:38:46'But first, I want to confirm
0:38:46 > 0:38:48'their revised UK policy on the fault.'
0:38:48 > 0:38:52Could you just give me a breakdown of exactly what you've decided now?
0:38:52 > 0:38:58'We're going to treat customers on a case-by-case basis.
0:38:58 > 0:39:02'We can't know everything about the history of every vehicle,
0:39:02 > 0:39:04'straightaway.'
0:39:04 > 0:39:07Right. So, for people like that, there's no guarantee
0:39:07 > 0:39:08at the moment they will be covered.
0:39:08 > 0:39:11But you'll also look at them, and bear these facts in mind?
0:39:11 > 0:39:13'That's right, yes.
0:39:13 > 0:39:16'We're a bit reticent to set a precedent
0:39:16 > 0:39:19'which could have repercussions
0:39:19 > 0:39:21'with other cases.'
0:39:21 > 0:39:23'Mm. This isn't looking good.
0:39:23 > 0:39:25'I still believe they're legally obliged to deal with this
0:39:25 > 0:39:28'under the Sale of Goods Act.
0:39:28 > 0:39:30'But let's see what Paul has to say
0:39:30 > 0:39:32'about Tina, Sarah, and Philip's case.'
0:39:32 > 0:39:35Some of these having been going on now for, give or take,
0:39:35 > 0:39:3818 months.
0:39:38 > 0:39:42What about something as a token from VW to these customers?
0:39:45 > 0:39:47I look forward to hearing from you.
0:39:47 > 0:39:50- 'OK, Dominic. Thank you very much.' - Thanks, Paul.- 'Bye-bye.'
0:39:52 > 0:39:55'So, the finishing line is in sight.
0:39:55 > 0:39:57'But will it be champagne on the podium?
0:39:57 > 0:40:02'First up, time to pay a visit to the two VW drivers in Yorkshire.'
0:40:02 > 0:40:04Hello again, ladies.
0:40:04 > 0:40:08Right. Got some news for you, from VW.
0:40:08 > 0:40:09What are you expecting?
0:40:09 > 0:40:11Bad news.
0:40:11 > 0:40:14OK. What about you, Tina?
0:40:14 > 0:40:16- Declining helping us.- OK.
0:40:16 > 0:40:17You're going to get a full refund.
0:40:17 > 0:40:21You're going to get all your work done, at no cost to you whatsoever.
0:40:21 > 0:40:23BOTH: Fantastic!
0:40:23 > 0:40:25- Brilliant!- You're a star.
0:40:25 > 0:40:26You weren't expecting that, was you?
0:40:26 > 0:40:28No!
0:40:28 > 0:40:31'So, that's an £813 refund for Tina,
0:40:31 > 0:40:34'and VW are paying to fix Sarah's car.
0:40:34 > 0:40:35'Now, remember Philip, from Reading,
0:40:35 > 0:40:38'the other VW owner I've been battling for?
0:40:38 > 0:40:40'He couldn't make it here today,
0:40:40 > 0:40:43'so I'm going to give him a call.'
0:40:43 > 0:40:45Philip, it's Dominic, from Don't Get Done, Get Dom.
0:40:45 > 0:40:47Hello, Dom.
0:40:47 > 0:40:49Hi, there. You're out of pocket now, of course,
0:40:49 > 0:40:52to the tune of £485, aren't you?
0:40:52 > 0:40:53Yeah, that's correct.
0:40:53 > 0:40:56Well, VW now are going to reimburse that to you.
0:40:56 > 0:40:59They are going to send you a cheque for that money.
0:40:59 > 0:41:03- That's a really good outcome. Thanks very much.- Bye-bye.
0:41:03 > 0:41:09'Philip's getting a full refund. That's three happy customers.
0:41:09 > 0:41:11'VW told me that...'
0:41:21 > 0:41:23'But that they...'
0:41:32 > 0:41:34Now, as I always do, I say,
0:41:34 > 0:41:36"How about some compensation
0:41:36 > 0:41:39for these people and all their inconvenience?"
0:41:39 > 0:41:42This is what VW have come back with, and it's a first for me.
0:41:42 > 0:41:47"In addition, I would like to offer, on behalf of Volkswagen UK,
0:41:47 > 0:41:49"the opportunity for your customers to meet
0:41:49 > 0:41:52"our Head of Customer Service and Aftersales,
0:41:52 > 0:41:53"Stephen Butt,
0:41:53 > 0:41:56"to provide them with a chance to discuss
0:41:56 > 0:41:58"their experiences with their cars.
0:41:58 > 0:42:00"It could take the form of a lunch, or dinner."
0:42:00 > 0:42:02What do you think of that suggestion?
0:42:02 > 0:42:06- I think it's great. - I'm happy to meet with them.
0:42:06 > 0:42:08But, I said, "What about everybody else?"
0:42:08 > 0:42:12He said they will look at each case individually,
0:42:12 > 0:42:14on its merits, but sympathetically.
0:42:14 > 0:42:18So, I've got a feeling we have turned a very big corner here.
0:42:18 > 0:42:21You've got your money coming back. You will get your car sorted out.
0:42:21 > 0:42:24Hopefully, no-one else will end up with this experience.
0:42:24 > 0:42:26- So how's that, then? - Great!- Fantastic!
0:42:26 > 0:42:28- Good news?- BOTH: Yes!
0:42:29 > 0:42:31I feel so excited, really happy.
0:42:31 > 0:42:34Thanks to Dom for getting such a good result.
0:42:34 > 0:42:39Now I'll be able to drive my car and not worry about it, so I'm excited.
0:42:39 > 0:42:43Having nearly £500 back is an added bonus.
0:42:43 > 0:42:46Feels great to have a car that's back, and the situation addressed.
0:42:46 > 0:42:48I'm absolutely ecstatic.
0:42:48 > 0:42:52We've finally won and done justice for the people.
0:43:16 > 0:43:19Subtitles by Red Bee Media Ltd