0:00:02 > 0:00:04'I've been battling your consumer rights for years,
0:00:04 > 0:00:07'but it seems some companies still aren't getting the message.'
0:00:07 > 0:00:09The main aim and goal for big companies is profit,
0:00:09 > 0:00:11they don't care about customers.
0:00:11 > 0:00:14Day in, day out, thousands of you are still being taken for a ride
0:00:14 > 0:00:17and it's always the same old things -
0:00:17 > 0:00:20shoddy products, small print and bad customer service.
0:00:20 > 0:00:23If they want to be rude to the customers, they're the losers.
0:00:23 > 0:00:24Big time.
0:00:24 > 0:00:28Some firms are driving you barmy, causing you sleepless nights
0:00:28 > 0:00:31and making you feel like you're the one to blame.
0:00:31 > 0:00:34But don't despair, because I'm here to take up the fight
0:00:34 > 0:00:37and make sure that you don't get done.
0:00:40 > 0:00:42When you've got a young family,
0:00:42 > 0:00:45nothing is more comforting than knowing they are safe and secure.
0:00:45 > 0:00:48So when it comes to buying a brand-spanking-new front door,
0:00:48 > 0:00:51many of us don't mind paying top dollar.
0:00:51 > 0:00:56But paying big prices does not guarantee good customer service.
0:00:56 > 0:01:00And when things go wrong, you might be the one that's left unhinged.
0:01:01 > 0:01:04Well, that's exactly how Graeme Eccles feels, anyway.
0:01:04 > 0:01:07When he invested in an expensive front door for his home,
0:01:07 > 0:01:11he thought he'd bought peace of mind for himself and his young family.
0:01:11 > 0:01:14But, sadly, the opposite is true,
0:01:14 > 0:01:17as Graeme has encountered a serious problem with his new door.
0:01:19 > 0:01:22It all began in October 2011
0:01:22 > 0:01:25when Graeme decided it was time to spruce up the family house.
0:01:26 > 0:01:30The house was just over ten years old.
0:01:30 > 0:01:32We decided to look for a new front door
0:01:32 > 0:01:36as the old one was looking dated and a little bit shabby.
0:01:36 > 0:01:38So we wanted to buy something which was modern
0:01:38 > 0:01:43and had a little bit of technology that we could impress people with.
0:01:43 > 0:01:45Graeme began searching the internet
0:01:45 > 0:01:48and came across a company called Yale Door,
0:01:48 > 0:01:53which is the trading name of a firm called Castlegate 597 Ltd.
0:01:53 > 0:01:55Now, I should point out that Yale Door
0:01:55 > 0:01:57is a completely separate company from Yale,
0:01:57 > 0:02:00the well-known lock maker.
0:02:00 > 0:02:04But Castlegate 597 Ltd have a licence to use the Yale Door name
0:02:04 > 0:02:08and Graeme was impressed with what he saw on their website.
0:02:08 > 0:02:11We found the door that was the style that we wanted.
0:02:11 > 0:02:15It was from a company that we believed to be reputable
0:02:15 > 0:02:19and, also, they had a keyless-entry lock,
0:02:19 > 0:02:21which meant we didn't need a key
0:02:21 > 0:02:25and we could just punch in the security code onto the keypad.
0:02:25 > 0:02:27The product Yale Door were offering
0:02:27 > 0:02:31seemed to provide the perfect combination of style and security
0:02:31 > 0:02:33and came with a high-tech Yale lock.
0:02:33 > 0:02:38Graeme decided to go ahead and this was no bargain-basement purchase.
0:02:38 > 0:02:44The door, with the lock and installation, was £1,600.
0:02:44 > 0:02:48Now...we pushed the boat out to spend that money
0:02:48 > 0:02:52because it had police accreditation that it was extra secure.
0:02:52 > 0:02:57And the technology was, you know, beyond what we expected.
0:02:57 > 0:03:01Sadly, just a few days after the door had been installed,
0:03:01 > 0:03:04Graeme began to experience some problems.
0:03:05 > 0:03:10We noticed that the door was failing to engage and actually lock.
0:03:12 > 0:03:14Graeme put this down to teething problems
0:03:14 > 0:03:17and got on the phone to Yale Door.
0:03:18 > 0:03:21They sent out an engineer who made some minor adjustments
0:03:21 > 0:03:23which seemed to remedy the issue.
0:03:24 > 0:03:27This seemed to fix the problem for a short period of time.
0:03:27 > 0:03:31However, we did notice that the problem was still there.
0:03:31 > 0:03:35Yes, the problem soon returned and Graeme was getting concerned
0:03:35 > 0:03:39that there may be a serious fault with his expensive new door.
0:03:39 > 0:03:43We were having significant problems with the door not locking again.
0:03:43 > 0:03:45Graeme complained to Yale Door
0:03:45 > 0:03:49and two months ago, they fitted a replacement one.
0:03:49 > 0:03:52But, unfortunately, Graeme has also experienced
0:03:52 > 0:03:54similar problems with door number two.
0:03:57 > 0:04:00I'm still living in a house with a faulty door.
0:04:00 > 0:04:01Something that I can't lock.
0:04:01 > 0:04:04Something that's unsecure.
0:04:04 > 0:04:06The door sometimes works fine
0:04:06 > 0:04:08but, when it doesn't, Graeme and his wife
0:04:08 > 0:04:11have occasionally had to either stay at home
0:04:11 > 0:04:15or use the back door to ensure the house remains secure.
0:04:15 > 0:04:18I think it's time I met Graeme to find out what's been going on.
0:04:21 > 0:04:23I tell you what, looks quite a nice door, really.
0:04:27 > 0:04:29- Hiya. You must be Graeme.- I am. - Hello, Graeme.
0:04:29 > 0:04:31I couldn't help playing with the buttons on the door.
0:04:31 > 0:04:33- It's really good.- Yeah, it is.
0:04:33 > 0:04:35- Any chance of coming in? - Absolutely.- Thanks.
0:04:35 > 0:04:38- How you doing?- Very good, thanks.
0:04:38 > 0:04:42I tell you what surprises me a bit, you've got quite a new house.
0:04:42 > 0:04:44- It's, what, probably ten years old? - Yep.
0:04:44 > 0:04:46Why did you change the front door?
0:04:46 > 0:04:49Well, we changed it to have a more modern, funky-looking front door.
0:04:49 > 0:04:53The old door was ten years old, it was getting to be a bit dated.
0:04:53 > 0:04:55So what's gone wrong with that one?
0:04:55 > 0:04:57Well, the problem with this door,
0:04:57 > 0:04:59it's not really a problem with the lock,
0:04:59 > 0:05:02- it's a problem with the door itself. - Right.
0:05:02 > 0:05:03The door warps when it's hot.
0:05:03 > 0:05:06It will stick out a good three quarters of an inch
0:05:06 > 0:05:09at the top and at the bottom.
0:05:09 > 0:05:12Graeme has taken photographs of the door
0:05:12 > 0:05:14which seem to back up what he's saying.
0:05:14 > 0:05:16And, after months of trouble with the door,
0:05:16 > 0:05:20he's developed his own theories about the cause of the problem.
0:05:20 > 0:05:22What do you suspect is wrong with that door yourself?
0:05:22 > 0:05:26I don't know. I'm not a door expert,
0:05:26 > 0:05:30but if the sun shines on it and there's heat on the door, it warps.
0:05:32 > 0:05:37It's when the door warps that Graeme seems to have trouble with the lock.
0:05:37 > 0:05:39Although sometimes it works fine.
0:05:40 > 0:05:42But whatever the cause of the warping,
0:05:42 > 0:05:44Graeme is now on his second door
0:05:44 > 0:05:47and he's still experiencing problems with it.
0:05:50 > 0:05:54- So the door you bought was from a company called Yale Door.- Yes.
0:05:54 > 0:05:58How would you describe the service you've had from Yale Door?
0:05:58 > 0:06:00Um, it hasn't been very good.
0:06:00 > 0:06:04They haven't been responsive to my calls, my emails, my letters.
0:06:05 > 0:06:07Graeme first wrote to Yale Door
0:06:07 > 0:06:11to express his concerns in January 2012.
0:06:11 > 0:06:12And, over the next few weeks,
0:06:12 > 0:06:17he sent several emails and says he received no response.
0:06:18 > 0:06:21Towards the end of March, Yale Door then contacted Graeme
0:06:21 > 0:06:24with a date when they could fit a replacement door,
0:06:24 > 0:06:27but said there would be a delay if he wanted the same glass.
0:06:29 > 0:06:31Graeme was unhappy with this
0:06:31 > 0:06:35and frustrated by all the toing and froing.
0:06:35 > 0:06:38And although the company say they then offered a solution,
0:06:38 > 0:06:41he decided to turn to his credit card company for advice
0:06:41 > 0:06:45under section 75 of the Consumer Credit Act.
0:06:48 > 0:06:52I gave my credit card the ultimatum to say
0:06:52 > 0:06:55could we please get the door repaired
0:06:55 > 0:06:58or replaced to a satisfactory level
0:06:58 > 0:07:00over the next seven days,
0:07:00 > 0:07:03otherwise we want to seek getting a refund.
0:07:03 > 0:07:07Graeme's credit card company contacted Yale Door,
0:07:07 > 0:07:11who said it had always been their intention to replace the door.
0:07:11 > 0:07:12And, true to their word,
0:07:12 > 0:07:16the company installed front door number two a few weeks later.
0:07:16 > 0:07:18But, frustratingly for Graeme,
0:07:18 > 0:07:22the replacement door soon developed the exact same problem.
0:07:23 > 0:07:26We're experiencing the same problems with the second door.
0:07:26 > 0:07:28When the sun shines, the door warps.
0:07:28 > 0:07:31When the door warps, you can't engage the locks
0:07:31 > 0:07:33and you can't lock the door securely.
0:07:33 > 0:07:37Yale Door sent an engineer from the firm who had installed the door
0:07:37 > 0:07:39and he said it was bowed.
0:07:39 > 0:07:41That was just over a fortnight ago.
0:07:41 > 0:07:45And to be fair to Yale Door, they are still investigating.
0:07:45 > 0:07:48But after months of going back and forth,
0:07:48 > 0:07:50Graeme has lost faith in the company and the door
0:07:50 > 0:07:53and he just wants his money back.
0:07:53 > 0:07:54Awkward one.
0:07:54 > 0:07:57Now, let's assume I do get you a result and they say,
0:07:57 > 0:08:01"We'll have our door back, you have your money back," what will you do?
0:08:01 > 0:08:06As long as I can get a product that works, that's the main thing.
0:08:06 > 0:08:08I've asked Graeme to send me details
0:08:08 > 0:08:11of all the correspondence he's had with Yale Door,
0:08:11 > 0:08:14as well as copies of his original paperwork,
0:08:14 > 0:08:16all of which I'll need to take on this case.
0:08:19 > 0:08:21Have you ever asked yourself the question,
0:08:21 > 0:08:23why do we have front doors on our house?
0:08:23 > 0:08:26I think the answer would probably be to keep the kids in,
0:08:26 > 0:08:28to keep the warmth in and to keep burglars out.
0:08:29 > 0:08:32But, sadly, Graeme's lost confidence in his door's ability
0:08:32 > 0:08:34to perform some of these functions.
0:08:34 > 0:08:36So who are Yale Door?
0:08:36 > 0:08:38Which, by the way, shouldn't be confused
0:08:38 > 0:08:41with any similar-sounding companies.
0:08:41 > 0:08:45Well, they're the trading name of a company called Castlegate 597 Ltd.
0:08:45 > 0:08:49And they sell doors made from composite materials.
0:08:49 > 0:08:51They say they have a long list of customers
0:08:51 > 0:08:55who have given them four out of five stars for their product and service.
0:08:55 > 0:08:56But, before I speak to them,
0:08:56 > 0:09:01I want to talk to the company who installed both of Graeme's doors
0:09:01 > 0:09:04and have recently carried out a report on door number two.
0:09:05 > 0:09:07Oh, hi there, good afternoon.
0:09:07 > 0:09:09I wondered if I could speak to somebody
0:09:09 > 0:09:12who might be in a position to answer a few questions for me?
0:09:12 > 0:09:14The company I'm ringing carry out
0:09:14 > 0:09:16a lot of installation work for Yale Door.
0:09:16 > 0:09:20And their recent report suggests that Graeme's door slab is bowed.
0:09:20 > 0:09:22So here's a question.
0:09:22 > 0:09:25What is a door slab?
0:09:25 > 0:09:28The chap I'm speaking to would rather we didn't use his voice,
0:09:28 > 0:09:30but he explains that a slab
0:09:30 > 0:09:33is basically the door itself without the frame.
0:09:33 > 0:09:37If these doors are having issues, what would you say the problem is?
0:09:37 > 0:09:40Is it the material that's expanding, contracting too much?
0:09:40 > 0:09:44That's what my layman's sort of finger of blame would point at.
0:09:45 > 0:09:49He explains that doors can expand and contract,
0:09:49 > 0:09:52but they will have a built-in tolerance to allow for this.
0:09:52 > 0:09:54But, from the photos,
0:09:54 > 0:09:57the movement on Graeme's door does seem quite pronounced.
0:09:59 > 0:10:02Is there a problem with perhaps direct sunlight on it?
0:10:02 > 0:10:04Our chap can't really answer that.
0:10:04 > 0:10:06And, anyway, it's only a theory.
0:10:06 > 0:10:09But he does say that they've recommended that Yale Door
0:10:09 > 0:10:11replace the bowed slab.
0:10:11 > 0:10:13Bye-bye.
0:10:20 > 0:10:22It's now months since this dispute began
0:10:22 > 0:10:25and I'm keen to get on to Yale Door and hear their side of things.
0:10:29 > 0:10:32Oh, hi there. Good afternoon.
0:10:32 > 0:10:35I'm speaking to a sales manager who doesn't want his voice used.
0:10:35 > 0:10:39And I bring him up to speed with Graeme's situation.
0:10:39 > 0:10:42I'm keen to know their view on a recent survey on the door
0:10:42 > 0:10:45which was carried out by the firm who installed the door
0:10:45 > 0:10:47and says that it was bowed.
0:10:47 > 0:10:50There's been a report done on this second door.
0:10:50 > 0:10:52It says, "Yale Door slab is bowed from top to bottom,
0:10:52 > 0:10:55"causing top of door to protrude by approximately 5mm
0:10:55 > 0:10:56"at the top of the door.
0:10:56 > 0:11:00"Centre latch is adjusted fully out for door to latch.
0:11:00 > 0:11:04"Top latch is fully adjusted in and still top cannot be pulled in."
0:11:04 > 0:11:08The survey does state that, although the door is bowed,
0:11:08 > 0:11:11the bowing is within Yale Door tolerances.
0:11:11 > 0:11:13However, the report was carried out on a cool day
0:11:13 > 0:11:17and Graeme has said the problem is worse when it's warm and sunny.
0:11:17 > 0:11:21The guy I'm talking to says the door should be able to accommodate
0:11:21 > 0:11:25different temperatures and it's unlikely to be a production fault.
0:11:25 > 0:11:27He says it's extremely unusual to replace a door
0:11:27 > 0:11:30and have the same problems.
0:11:30 > 0:11:32He's concerned that he's got the same problem
0:11:32 > 0:11:34and obviously, there's something wrong there.
0:11:34 > 0:11:38Whether it's the doors, his area, the heating, I don't know.
0:11:38 > 0:11:40But, obviously, there's an issue.
0:11:40 > 0:11:43The sales manager points out that the door
0:11:43 > 0:11:47was only surveyed three weeks ago and they're still investigating.
0:11:47 > 0:11:50Fair enough. But this has been going on for months now.
0:11:50 > 0:11:54And I want to tell Yale Door exactly how Graeme feels.
0:11:54 > 0:11:57In a nutshell, he doesn't want the door any more.
0:11:57 > 0:12:02And I need to find out what you can do, and us,
0:12:02 > 0:12:04to try and come to some sort of resolution for him
0:12:04 > 0:12:05which he's going to be happy with.
0:12:05 > 0:12:09I don't think that's, you know, that's an ultimatum,
0:12:09 > 0:12:11I think that's just how he feels at the moment.
0:12:11 > 0:12:13So perhaps if I get you the details over,
0:12:13 > 0:12:15you could perhaps let us know
0:12:15 > 0:12:17what we can do to try and sort things out
0:12:17 > 0:12:21in a way which both you and him might be happy with.
0:12:21 > 0:12:24Overall, I think that's been a pretty positive call.
0:12:24 > 0:12:26Thanks. Bye-bye.
0:12:26 > 0:12:27Seemed very professional.
0:12:27 > 0:12:30Said, "If there's a problem, we'll try and sort it out."
0:12:30 > 0:12:32My only issue is they've had the problem,
0:12:32 > 0:12:36they did try and sort it out once, but it's not sorted out now.
0:12:36 > 0:12:40And Graeme I don't think wants another door.
0:12:43 > 0:12:46Graeme chose his door for a variety of reasons,
0:12:46 > 0:12:49including style, security and technology.
0:12:49 > 0:12:52But one of the factors that influenced his decision
0:12:52 > 0:12:54was who he bought it from.
0:12:54 > 0:12:58You know, we could have got cheaper alternatives, but, um...
0:12:58 > 0:13:03we wanted to go for that Yale Door reputation.
0:13:03 > 0:13:05Yale Door do use Yale locks,
0:13:05 > 0:13:08although both companies are completely separate from each other.
0:13:08 > 0:13:11Yale Door point out on their website
0:13:11 > 0:13:14that they are using the brand name under licence.
0:13:14 > 0:13:17It's common for well-known brands to license the use of their trademark
0:13:17 > 0:13:19to selected companies.
0:13:19 > 0:13:23And that's got me thinking about the whole issue of brand licensing.
0:13:25 > 0:13:27Now, take me, for example.
0:13:27 > 0:13:30Obviously, there is only one of me,
0:13:30 > 0:13:34but let's just suppose I decide to license out my name
0:13:34 > 0:13:36and you decide to hire me.
0:13:36 > 0:13:39Now, on the face of things, what you're getting does look like me,
0:13:39 > 0:13:44but, underneath it, absolutely nothing at all like me.
0:13:44 > 0:13:45I'm a lot funnier.
0:13:45 > 0:13:47Now, there's nothing wrong with licensing.
0:13:47 > 0:13:49Lots of companies do it,
0:13:49 > 0:13:54but what does it actually mean to you, me, the consumer?
0:13:54 > 0:13:55You all right there, Tara?
0:13:57 > 0:14:01The process of one company licensing its name to another
0:14:01 > 0:14:02is known as brand licensing.
0:14:02 > 0:14:04And it basically allows a company to put its name
0:14:04 > 0:14:07on a greater variety of products.
0:14:07 > 0:14:10For example, a fashion house might license out their name
0:14:10 > 0:14:13so it can be put on things they don't have the expertise to make.
0:14:13 > 0:14:16For example, pens or umbrellas.
0:14:16 > 0:14:19This can mean greater choice for us shoppers,
0:14:19 > 0:14:23but, according to consumer marketing expert Professor Vince Mitchell,
0:14:23 > 0:14:25there are some things to be aware of.
0:14:27 > 0:14:31Although these kinds of manufacturing-under-licence cases
0:14:31 > 0:14:34are quite unusual for household names,
0:14:34 > 0:14:38it can be very misleading and annoying for customers
0:14:38 > 0:14:39because licensing means
0:14:39 > 0:14:42that even though they think they're buying a certain brand,
0:14:42 > 0:14:45that brand may have nothing to do at all
0:14:45 > 0:14:47with the production of that particular product.
0:14:47 > 0:14:49And here's the thing.
0:14:49 > 0:14:52It's not always obvious when brand licensing is going on.
0:14:52 > 0:14:55So you may well be buying a product under licence
0:14:55 > 0:14:56without even realising it.
0:14:56 > 0:14:59If you want to be absolutely sure, the clue
0:14:59 > 0:15:03is when a brand that is known for one thing
0:15:03 > 0:15:06suddenly appears on a product that it's not known for.
0:15:07 > 0:15:11It shouldn't really matter that a product is made under licence
0:15:11 > 0:15:13if it meets your expectations and you're happy with it.
0:15:13 > 0:15:16If you're not, what can you do, though?
0:15:16 > 0:15:19My suggestion for anyone who has a complaint about this
0:15:19 > 0:15:21is to complain to the producer of the good,
0:15:21 > 0:15:23complain to the brand-name owner,
0:15:23 > 0:15:25any consumer group, as well as
0:15:25 > 0:15:28the Advertising Standards Authority and the OFT.
0:15:30 > 0:15:34Licensing does give us consumers a greater choice of products
0:15:34 > 0:15:36from brands we're familiar with.
0:15:36 > 0:15:38But if one of those products isn't up to scratch,
0:15:38 > 0:15:40you've every right to kick up a fuss.
0:15:45 > 0:15:47Back to Graeme's case.
0:15:47 > 0:15:49And, since my call to Yale Door,
0:15:49 > 0:15:52who trade under the name of Castlegate 597 Ltd,
0:15:52 > 0:15:54there has been a development.
0:15:54 > 0:15:58Although the door has been inspected by the company who installed it,
0:15:58 > 0:16:00Yale Door have contacted Graeme to say
0:16:00 > 0:16:04they'd like their chief technician to carry out an inspection.
0:16:04 > 0:16:06Graeme said that's fine,
0:16:06 > 0:16:08but he'd like a member of our team to be present.
0:16:08 > 0:16:11No filming, no cameras, just a member of the team there.
0:16:11 > 0:16:14Which he's perfectly entitled to request.
0:16:15 > 0:16:18But Yale Door have said they won't agree to inspect the door
0:16:18 > 0:16:21with a member of my team present.
0:16:21 > 0:16:23And, as Graeme won't agree to the inspection of the door
0:16:23 > 0:16:25without us there, we're a bit stuck.
0:16:28 > 0:16:31A few days later, there is a further development.
0:16:31 > 0:16:33Early one morning, a Yale Door technician
0:16:33 > 0:16:37turns up at Graeme's house without having made an appointment.
0:16:37 > 0:16:40Having had no warning of the visit, Graeme turned the technician away
0:16:40 > 0:16:43and Yale Door then emailed me to say
0:16:43 > 0:16:46that they see no reason to permit our involvement.
0:16:46 > 0:16:48It seems we've reached a stalemate.
0:16:48 > 0:16:52But I have an idea that might get things moving.
0:16:54 > 0:16:58PHONE: 'If you know the extension number you require, please press zero.'
0:16:58 > 0:17:00I'm going to go to Yale,
0:17:00 > 0:17:06the company who licensed Castlegate 597 Ltd to use the Yale Door brand.
0:17:06 > 0:17:08Now, because they're completely separate companies,
0:17:08 > 0:17:13Yale has no responsibility for Castlegate 597's customers.
0:17:13 > 0:17:16But I figure there's no harm in giving them a call.
0:17:17 > 0:17:21PHONE: 'For the distribution centre, press eight.
0:17:21 > 0:17:26'And for all of our directors, please press nine.'
0:17:26 > 0:17:29Directors. I like that one. Never heard that one.
0:17:29 > 0:17:32- 'Wait while I transfer your call.' - I will wait.
0:17:32 > 0:17:35There's no-one to speak to, so I leave a message.
0:17:35 > 0:17:36Hi, good afternoon.
0:17:36 > 0:17:39My name is Dominic Littlewood. I'm calling from the BBC.
0:17:39 > 0:17:42And, soon after, I'm given a mobile number
0:17:42 > 0:17:46for none other than John Ward, the managing director of Yale.
0:17:47 > 0:17:48John, good afternoon to you.
0:17:48 > 0:17:51It's Dominic Littlewood calling from the BBC.
0:17:51 > 0:17:53John doesn't want us to use his voice,
0:17:53 > 0:17:55but I soon get him up to speed.
0:17:55 > 0:17:58I'll give you a brief synopsis of what the situation is at the moment.
0:17:58 > 0:18:00I explain Graeme's ongoing problems
0:18:00 > 0:18:03with both the original and replacement doors
0:18:03 > 0:18:06and John offers to talk to Yale Door on our behalf
0:18:06 > 0:18:09so that they can reach a resolution with Graeme.
0:18:09 > 0:18:12John, there lies half the problem
0:18:12 > 0:18:15because Mr Eccles doesn't want to deal with Yale Door full stop.
0:18:15 > 0:18:18What I was going to suggest, as I'm now talking to Yale
0:18:18 > 0:18:19and not Yale Door,
0:18:19 > 0:18:24why don't Yale deal with Mr Eccles and us directly?
0:18:25 > 0:18:28John reminds me that this is Yale Door's responsibility
0:18:28 > 0:18:31and he's keen for them to try and resolve it.
0:18:31 > 0:18:36Trouble is, Graeme seems to have lost all faith in Yale Door.
0:18:36 > 0:18:38If Yale Door are the people he's got to deal with again,
0:18:38 > 0:18:41it's not going to go down particularly well.
0:18:41 > 0:18:44I'm going to ask you if you, as Yale, can intervene.
0:18:44 > 0:18:47I know I'm chancing my arm here,
0:18:47 > 0:18:49but I'm determined to do whatever I can
0:18:49 > 0:18:52to help get this situation resolved for Graeme.
0:18:52 > 0:18:54If we can deal directly with yourselves,
0:18:54 > 0:18:57I'm sure there's probably a better resolution here.
0:18:57 > 0:18:59And, eventually, John agrees
0:18:59 > 0:19:02that Yale will send someone out to see Graeme.
0:19:02 > 0:19:03What a result!
0:19:04 > 0:19:07But that's not the only visit Graeme's going to be getting.
0:19:09 > 0:19:12Before I spoke to Yale, we arranged for Gary Eckersall
0:19:12 > 0:19:14from the Master Locksmiths Association
0:19:14 > 0:19:16to take a look at Graeme's door.
0:19:16 > 0:19:19And, today, he's arrived to see what's what.
0:19:23 > 0:19:25- Mr Eccles?- Yes.- I'm Gary from the Locksmiths Association.
0:19:25 > 0:19:27- Hi. Nice to meet you.- Good morning.
0:19:27 > 0:19:31Gary is not an expert on doors or their construction,
0:19:31 > 0:19:34but, when it comes to locks, he's your man.
0:19:34 > 0:19:37Hopefully, he can comment on the alignment of Graeme's door
0:19:37 > 0:19:40and how this might be affecting the lock itself.
0:19:40 > 0:19:44- That sounded a bit heavy when you opened the door.- It is, it is.
0:19:46 > 0:19:48First thing we need to do
0:19:48 > 0:19:51- is check the mechanism with the door in the open position.- Mm-hm.
0:19:51 > 0:19:53- That's working fine.- Yep.
0:19:53 > 0:19:56- DOOR: 'Securely locked.' - That is working fine.
0:19:56 > 0:19:59That indicates to me there's nice free travel in the handle mechanism,
0:19:59 > 0:20:01it's locking, double locking.
0:20:01 > 0:20:02That tells me the lock is fine
0:20:02 > 0:20:05and the problem is in your door alignment.
0:20:05 > 0:20:07So we need to now try the door in the closed position. OK?
0:20:07 > 0:20:09Right. Push the handle up.
0:20:09 > 0:20:11Now right away, I can feel there's a restriction there.
0:20:11 > 0:20:13That is really tight.
0:20:13 > 0:20:15Now, that is double locked now.
0:20:15 > 0:20:18But there's obviously tremendous pressure on that mechanism
0:20:18 > 0:20:20- to lock that door.- Mm-hm.
0:20:20 > 0:20:22And that is going to affect the operation of this lock
0:20:22 > 0:20:25- in the not-too-distant future.- Yep.
0:20:25 > 0:20:27OK. So that needs to be addressed.
0:20:27 > 0:20:30There's problems definitely with your door alignment.
0:20:30 > 0:20:33Gary believes the warping of the door is impeding the lock
0:20:33 > 0:20:35from working as it should be.
0:20:35 > 0:20:36And there's a danger it could break.
0:20:38 > 0:20:41We need to check the hinges first, I think.
0:20:41 > 0:20:47Um...looking at your hinges there, there's lots of adjustments.
0:20:47 > 0:20:49There's plenty of adjustments on your hinges.
0:20:49 > 0:20:51For, you know, inward, outward.
0:20:51 > 0:20:54Striking plates, plenty of adjustment there.
0:20:54 > 0:20:57Having said that, once your door's installed
0:20:57 > 0:20:58and it's set by those alignments,
0:20:58 > 0:21:01you shouldn't have to be doing it again and again
0:21:01 > 0:21:03when it's hot or cold weather. That's crazy.
0:21:03 > 0:21:05Gary agrees with Graeme
0:21:05 > 0:21:08that the problems he's experiencing are not acceptable.
0:21:08 > 0:21:11But will Yale agree when they come to see Graeme?
0:21:16 > 0:21:19Now, Yale are a completely separate company
0:21:19 > 0:21:21and have no responsibility to Graeme
0:21:21 > 0:21:25or any of Castlegate 597's other customers, but despite this,
0:21:25 > 0:21:28they have agreed to step in and visit Graeme,
0:21:28 > 0:21:30and today is the day they're due,
0:21:30 > 0:21:32but there's just one small problem.
0:21:34 > 0:21:38This morning, Yale are coming round to actually view the door
0:21:38 > 0:21:41and to look at the problem...
0:21:41 > 0:21:43And because the door's been so warped
0:21:43 > 0:21:48and I've had to be forcing the lock to try and engage it...um...
0:21:48 > 0:21:50It's just one of those things - it's now just packed up,
0:21:50 > 0:21:52eventually packed up,
0:21:52 > 0:21:55but it could have happened in a week's time or in a month's time,
0:21:55 > 0:21:57or last week.
0:21:57 > 0:21:59It's just happened now.
0:21:59 > 0:22:01Unbelievable.
0:22:01 > 0:22:03The door handle should be in this position
0:22:03 > 0:22:06and I should be able to lock the door by lifting the handle up,
0:22:06 > 0:22:09but because the door is warped, I need to apply pressure
0:22:09 > 0:22:14to the handle and to the door, to force the lock into place.
0:22:14 > 0:22:17As I've just done that, the handle has just completely broken,
0:22:17 > 0:22:21and now I have no locking mechanism whatsoever.
0:22:21 > 0:22:24With Yale due any moment, the timing of this is almost funny,
0:22:24 > 0:22:27but Graeme's certainly not laughing.
0:22:27 > 0:22:30The problem to me now is that I can't leave the house today
0:22:30 > 0:22:33because my wife won't be able to get in.
0:22:33 > 0:22:36Well, at least Yale will be able to see exactly what he's been
0:22:36 > 0:22:39going through, and, right on cue, they arrive.
0:22:39 > 0:22:43Can I come and get you from the back, because...? Thank you.
0:22:43 > 0:22:46The MD of Yale has come along in person,
0:22:46 > 0:22:48together with a colleague, to see Graeme.
0:22:48 > 0:22:52They've asked us not to film. Fair enough.
0:22:52 > 0:22:55Over the course of the meeting, they listen to what Graeme
0:22:55 > 0:22:58has to say, and he shows them the door and the recently-broken lock.
0:22:58 > 0:23:01The men aren't door experts, so they can't comment on the warping
0:23:01 > 0:23:04and alignment problems. They can, however, see the problem
0:23:04 > 0:23:08with the lock, and they agree to replace it the very same day.
0:23:08 > 0:23:10Graeme feels positive.
0:23:10 > 0:23:15The representatives from Yale have just left
0:23:15 > 0:23:20and they can quite clearly see that the lock has been broken
0:23:20 > 0:23:22and is no longer working.
0:23:22 > 0:23:25The cause of that, it's probably due to the overuse
0:23:25 > 0:23:27and the forcing of the lock.
0:23:27 > 0:23:30Things do seem to be taking a turn for the better for Graeme
0:23:30 > 0:23:33and his family, although there are still no definite answers
0:23:33 > 0:23:35on what's wrong with the door.
0:23:35 > 0:23:37It says to me that there's something moving -
0:23:37 > 0:23:41whether it is a problem with the door, warping,
0:23:41 > 0:23:47but regardless, my confidence in the product just isn't there.
0:23:47 > 0:23:50The nice chaps from Yale have gone away to consider what they've
0:23:50 > 0:23:53seen and heard, and I'm really hoping they're going to be
0:23:53 > 0:23:56able to help resolve the matter for Graeme, because, let's face it,
0:23:56 > 0:24:00living with a front door you have no confidence in is no fun at all.
0:24:02 > 0:24:06As if to prove the point, three days after Yale's visit,
0:24:06 > 0:24:09Graeme films some footage of the door on a sunny day.
0:24:10 > 0:24:14So, it's Friday, 23rd November,
0:24:14 > 0:24:18and we've got a freakishly sunny day,
0:24:18 > 0:24:20and, guess what -
0:24:20 > 0:24:25the door has started to warp again, and I've had difficulty locking it.
0:24:28 > 0:24:30So is there finally an end in sight for Graeme
0:24:30 > 0:24:32with his front door troubles?
0:24:32 > 0:24:34Well, there have been some developments,
0:24:34 > 0:24:38so I'm heading back to see Graeme, to tell him where we're at.
0:24:43 > 0:24:46- Graeme. How you doing?- Hi.- You all right?- Yeah. How did you get on?
0:24:46 > 0:24:48I'll tell you if I can come in. That's OK?
0:24:48 > 0:24:49Yeah, absolutely. Come in.
0:24:51 > 0:24:53- DOOR:- 'Securely locked.'
0:24:53 > 0:24:56'First off, I want to tell him how I got on when I contacted
0:24:56 > 0:25:01'Castlegate 597 Ltd, the company Graeme knew as Yale Door.'
0:25:01 > 0:25:04Things didn't go that well for me either.
0:25:04 > 0:25:06Yale Door stopped communicating with me,
0:25:06 > 0:25:08but I found a way to get past that,
0:25:08 > 0:25:10and the way I did that is I contacted Yale direct.
0:25:10 > 0:25:12Mm-hm.
0:25:12 > 0:25:15Now, as we've already established,
0:25:15 > 0:25:17Yale are a separate company from Yale Door.
0:25:17 > 0:25:20They may have licensed them to use the Yale Door brand,
0:25:20 > 0:25:25but they have no responsibility to Yale Door's customers.
0:25:25 > 0:25:27However, in this case, they have agreed to step in
0:25:27 > 0:25:29and see if there is anything they could do
0:25:29 > 0:25:33to help resolve the situation. Good on them.
0:25:33 > 0:25:36Yale came down, the MD did. As you said, he's polite.
0:25:36 > 0:25:39He had a look at it, realised there was a problem,
0:25:39 > 0:25:41sorted that problem out the same day.
0:25:41 > 0:25:44He's come back, and he's told us that you can now have a full refund.
0:25:44 > 0:25:47That's from Yale, not from Yale Door.
0:25:49 > 0:25:51Well, that's...
0:25:51 > 0:25:54- I mean, that's great news. Absolutely fantastic.- Yeah.
0:25:54 > 0:25:57You know, just to hear that is...
0:25:57 > 0:25:59It's really, really good news,
0:25:59 > 0:26:02and hopefully I can go and now buy
0:26:02 > 0:26:07- a front door that's going to do a job.- Yeah.
0:26:07 > 0:26:10Yale's refund is a gesture of goodwill
0:26:10 > 0:26:13and covers the door itself, which was £923,
0:26:13 > 0:26:16and, of course, the lock, which they have already replaced.
0:26:16 > 0:26:21It's a great result, and hopefully means Graeme can move on.
0:26:21 > 0:26:24Your problem's gone now. You can wash your hands of it.
0:26:24 > 0:26:26Cheque is in the post, otherwise I'd have it with me now.
0:26:26 > 0:26:28We've got confirmation it's on its way,
0:26:28 > 0:26:32so the second we get that, we'll forward it on to you and that's it.
0:26:32 > 0:26:35- Thank you very much.- It's only there for a little while longer,
0:26:35 > 0:26:38and that's it. Do you want me to order you a skip for that door?
0:26:38 > 0:26:43- Yeah, please.- Yeah.- Thank you very much for that. It's been...
0:26:44 > 0:26:50It's been a horrible 12 months, and that's all I wanted when I...
0:26:50 > 0:26:52when the first door went wrong.
0:26:52 > 0:26:54We contacted Yale Door, who said...
0:27:21 > 0:27:24At the time of recording, Graeme hadn't chosen a new door
0:27:24 > 0:27:25but hopes to soon.
0:27:27 > 0:27:29We also contacted Yale, who said...
0:27:41 > 0:27:44On the subject of brand licensing,
0:27:44 > 0:27:46they said that, given the importance of their brand
0:27:46 > 0:27:48and the quality of their products,
0:27:48 > 0:27:51that when entering into licensing agreements...
0:28:06 > 0:28:09Well, there you have it - one semi-satisfied customer.
0:28:09 > 0:28:13Semi because...well, Yale came up trumps. Yale Door...
0:28:13 > 0:28:15I'd rather not say.
0:28:34 > 0:28:37Subtitles by Red Bee Media Ltd