0:00:02 > 0:00:06I'm Dominic Littlewood and I'm here to champion your consumer rights.
0:00:06 > 0:00:10I'm going to go in with a phone call now and ask them for more.
0:00:10 > 0:00:12Any problem, no matter how big or small,
0:00:12 > 0:00:15I'll help you get the service you deserve.
0:00:15 > 0:00:18I'm getting the impression you don't want to actually
0:00:18 > 0:00:20answer any questions now, is that correct?
0:00:20 > 0:00:22Whether it involves getting your money back...
0:00:22 > 0:00:25I was just horrified that a company can help themselves
0:00:25 > 0:00:29to my money out of my bank account without me knowing about it.
0:00:29 > 0:00:32..or taking on your contract conundrums.
0:00:32 > 0:00:35We hit that brick wall and we were getting nowhere with them.
0:00:35 > 0:00:37I'm on the case...
0:00:38 > 0:00:41On today's show.... I'm fully charged to help two people
0:00:41 > 0:00:43in their battle with a high street giant.
0:00:43 > 0:00:48The 12 month warranty, which basically, to me, wasn't worth the
0:00:48 > 0:00:53paper it was written on, because both Currys and HP were refusing to help
0:00:53 > 0:00:58me and refusing to look at the tablet without me paying £310 up front.
0:00:58 > 0:01:02How one company's mistakes made two women's lives a living hell...
0:01:02 > 0:01:04They kept sending bills.
0:01:04 > 0:01:06And I was becoming extremely concerned,
0:01:06 > 0:01:09especially as they started to become more and more threatening.
0:01:09 > 0:01:12And we look into the infamous call centre
0:01:12 > 0:01:15to see how it's changed its tone.
0:01:15 > 0:01:20Call centres are often thought of as lots of people behind desks,
0:01:20 > 0:01:24reading through very, very tight scripts. It's not like that any more.
0:01:24 > 0:01:27And it is certainly not like that in the UK.
0:01:27 > 0:01:29I'm taking on your consumer problems
0:01:29 > 0:01:31to make sure that you don't get done.
0:01:36 > 0:01:40Technology, we can hardly live without it these days, can we?
0:01:40 > 0:01:43But if something breaks or stops working, we want to scream,
0:01:43 > 0:01:46pull our hair out, we want it sorted out sooner rather than later.
0:01:46 > 0:01:49But, if it is still under the manufacturer's guarantee,
0:01:49 > 0:01:51or you have an accidental damage insurance policy on it,
0:01:51 > 0:01:54that shouldn't be a problem, should it?
0:01:54 > 0:01:59Manish Sharma from Ilford contacted me after a little accident involving
0:01:59 > 0:02:02his cousin's children and his laptop that he had recently
0:02:02 > 0:02:04bought from Currys.
0:02:04 > 0:02:07It was a wiring problem, accidentally, by the kids.
0:02:07 > 0:02:11The laptop was dropped from the kitchen table onto the hard floor
0:02:11 > 0:02:15and it's been dropped sideways and it damaged the power side
0:02:15 > 0:02:20and the screen is all cracked from inside.
0:02:20 > 0:02:23So the one side of the laptop is just completely damaged.
0:02:25 > 0:02:26What a disaster!
0:02:26 > 0:02:30But accidents do happen and as Manish had taken out an insurance
0:02:30 > 0:02:33policy, also from Currys, to cover for such an incident,
0:02:33 > 0:02:35he wasn't too upset...
0:02:35 > 0:02:37Until he heard back from the company.
0:02:39 > 0:02:42This is the letter I got from Currys
0:02:42 > 0:02:48saying the damage had been inspected by the engineer and is inconsistent.
0:02:48 > 0:02:52The letter explained that the damage was inconsistent with
0:02:52 > 0:02:53the reported explanation
0:02:53 > 0:02:56and/or the damage exceeds what they would expect,
0:02:56 > 0:02:57given the circumstances.
0:02:59 > 0:03:03So, they sent my laptop, just like this, without repairing it.
0:03:07 > 0:03:09Manish used his laptop for work
0:03:09 > 0:03:12so wanted a policy which would cover any eventuality.
0:03:12 > 0:03:17The policy is Whatever Happens, means anything happens, if you drop
0:03:17 > 0:03:21the laptop, if it was being damaged, and it covers worldwide.
0:03:21 > 0:03:25So, if I dropped the laptop on the floor, they would change it.
0:03:25 > 0:03:27Anything.
0:03:27 > 0:03:31They don't cover water damage, but they cover all accidental damage.
0:03:31 > 0:03:33It gives you confidence level a bit more
0:03:33 > 0:03:37while you are working on the laptop or doing anything
0:03:37 > 0:03:40that your laptop is more secure with that policy.
0:03:40 > 0:03:45So after the accident, he was happy in the knowledge it would be dealt with quickly.
0:03:45 > 0:03:49He contacted Currys and put in a claim for accidental damage.
0:03:49 > 0:03:55First, I made a phone call to book in, so I spoke with the guys
0:03:55 > 0:04:00over the phone with the know-how, that this is the damage.
0:04:00 > 0:04:02They said fine, they took the laptop.
0:04:02 > 0:04:09And they said within seven working days, your laptop would be fixed.
0:04:09 > 0:04:12And if they couldn't fix it, they promised Manish a replacement
0:04:12 > 0:04:15laptop. So far, so good.
0:04:15 > 0:04:19I get a phone call after the three days. They left me a message.
0:04:19 > 0:04:22We're returning your laptop.
0:04:22 > 0:04:25So, I got back to Currys on the same day,
0:04:25 > 0:04:29they said, your laptop is not here. And they have not been informed.
0:04:29 > 0:04:32The next day, Manish got a call from Currys informing him that
0:04:32 > 0:04:34his laptop was now ready for him to collect,
0:04:34 > 0:04:37and this is when they dropped the bomb shell
0:04:37 > 0:04:39that they would not be fixing or replacing it.
0:04:42 > 0:04:43If you want to know anything,
0:04:43 > 0:04:46you need to contact the address at the bottom, and OK,
0:04:46 > 0:04:49I said, have you got any e-mail address to make it more easier?
0:04:49 > 0:04:52He said no, you have to contact by post.
0:04:53 > 0:04:57Manish appealed, but it was refused. He decided to appeal again!
0:04:57 > 0:05:00She goes to me, the area manager of Currys,
0:05:00 > 0:05:02they are especially looking into your case.
0:05:02 > 0:05:05But we can't fix your laptop.
0:05:05 > 0:05:08Manish isn't going to give up the fight, however
0:05:08 > 0:05:11he can't remain laptop-less until it's all resolved, so he's
0:05:11 > 0:05:16already had to fork out hundreds of pounds for another computer.
0:05:16 > 0:05:21If Dominic can just fulfil the policy, get me a replacement
0:05:21 > 0:05:28laptop, after all these months, after all these months, it would be great.
0:05:28 > 0:05:30Anything will do.
0:05:30 > 0:05:31I agree.
0:05:31 > 0:05:33I feel it's now time for me to get on the case.
0:05:33 > 0:05:36I'm going to send an e-mail to Currys asking for an explanation.
0:05:40 > 0:05:43Chances are, most people know of or have shopped at Currys.
0:05:43 > 0:05:46They're a well known face on the British high street,
0:05:46 > 0:05:48specialising in selling home electronics and household
0:05:48 > 0:05:54appliances, with 295 superstores and 73 high street stores.
0:05:54 > 0:05:58It's owned by Dixon Retail Plc, Europe's largest specialist
0:05:58 > 0:06:00electrical retailing and services company
0:06:00 > 0:06:04and their website claims to bring the latest technology at the best
0:06:04 > 0:06:07prices to their customers combined with great advice
0:06:07 > 0:06:10and after-sales care. Not that Manish would agree.
0:06:14 > 0:06:16Or Christine McDermott from West Yorkshire,
0:06:16 > 0:06:19who's also been in touch with me about Currys.
0:06:19 > 0:06:22Her problems began after she bought a brand-new Hewlett Packard
0:06:22 > 0:06:26tablet for her son as a Christmas present.
0:06:26 > 0:06:31When Simon opened the tablet, he obviously had to charge it up first.
0:06:31 > 0:06:33He put it on to charge up
0:06:33 > 0:06:36and it seemed to be very slow at charging up.
0:06:36 > 0:06:41The battery had come up, it would go about halfway and then stop.
0:06:41 > 0:06:44So I had to take the charger out and then put it back in,
0:06:44 > 0:06:46to reset the charging
0:06:46 > 0:06:49and it would just carry on from where it left off.
0:06:49 > 0:06:52After a while, he went to check on it and it was still only
0:06:52 > 0:06:54halfway charged up.
0:06:54 > 0:06:59But he decided at this point, that it was time to play on it,
0:06:59 > 0:07:02so, he played on it and then after he had finished,
0:07:02 > 0:07:06he put it onto charge again and after a full night of charging,
0:07:06 > 0:07:09it still hadn't charged up fully.
0:07:09 > 0:07:11Not a great start to Christmas!
0:07:12 > 0:07:17I felt very disappointed and obviously, the manufacturers,
0:07:17 > 0:07:21there was a problem with it when it was manufactured.
0:07:21 > 0:07:25Christine decided there was obviously something wrong with the tablet,
0:07:25 > 0:07:28but was confident the problem would be sorted out in a flash,
0:07:28 > 0:07:32as it was brand-new and came with a 12 month warranty.
0:07:32 > 0:07:38I wasn't very happy at all, so I decided to go down to Currys and ask
0:07:38 > 0:07:43them about the situation and what they were prepared to do with it?
0:07:43 > 0:07:47And they just told me to contact HP.
0:07:47 > 0:07:53And they gave me the telephone number and e-mail number for them.
0:07:53 > 0:07:56HP, the maker of the tablet, would be responsible
0:07:56 > 0:08:01if there was a manufacturing issue, so Christine got straight onto them.
0:08:01 > 0:08:06I went onto the HP website to try and contact them and
0:08:06 > 0:08:10I clicked on the contact button and contacted HP
0:08:10 > 0:08:12through their own website.
0:08:12 > 0:08:17And to this day, I have not actually had an e-mail back from them.
0:08:17 > 0:08:22So her tech savvy son Luke gave them a call.
0:08:22 > 0:08:27They said that it wasn't covered on accidental damage
0:08:27 > 0:08:31and it must be something we had done by forcing the charger or
0:08:31 > 0:08:33something like that, into it,
0:08:33 > 0:08:39and it would cost £310 if we wanted them to have a look at it.
0:08:39 > 0:08:44At this point, my son actually told them that it was far cheaper
0:08:44 > 0:08:50to go out and buy a new one than it was to actually get it repaired.
0:08:50 > 0:08:52So, Christine went straight back down to Currys.
0:08:52 > 0:08:54They explained what had happened
0:08:54 > 0:08:58and he just said it had nothing to do with them.
0:08:58 > 0:09:00It had to do with HP.
0:09:00 > 0:09:02Here we go again!
0:09:02 > 0:09:06Christine felt like she was hitting her head against a brick wall.
0:09:06 > 0:09:10I knew that my consumer rights were with them,
0:09:10 > 0:09:14that I had purchased the goods from them and as far as I was
0:09:14 > 0:09:19concerned, my 12 month guarantee was actually with Currys.
0:09:19 > 0:09:21Not with HP.
0:09:21 > 0:09:26At this point, they just turned around and said, well, no,
0:09:26 > 0:09:30you need to ring HP and we can't do anything about it.
0:09:30 > 0:09:34So neither Currys nor HP have actually inspected the product,
0:09:34 > 0:09:36yet Christine was told the problem
0:09:36 > 0:09:39must have been down to her own misuse.
0:09:39 > 0:09:44I feel like I have been treated by Currys and HP unfairly.
0:09:44 > 0:09:50I purchased my goods in good faith, that if anything did go wrong,
0:09:50 > 0:09:52the items would be sorted out.
0:09:54 > 0:09:57I have sent an e-mail to Currys outlining Christine's case,
0:09:57 > 0:10:00but I also need to get onto HP.
0:10:00 > 0:10:04They claim to be the world's leading PC manufacturer.
0:10:04 > 0:10:09Based in California, last year it made 112 billion dollars,
0:10:09 > 0:10:13not bad for a business that started out in a garden shed!
0:10:13 > 0:10:16So we're talking a mega power in the world of IT!
0:10:17 > 0:10:20They may be a super force, but I'm fully charged to take them
0:10:20 > 0:10:24on and I start by sending them an e-mail down the wire.
0:10:30 > 0:10:33The next time you pick up the phone to pay a bill, book a holiday
0:10:33 > 0:10:35or reserve some tickets, it's highly likely
0:10:35 > 0:10:38that you'll talk to someone at a call centre.
0:10:38 > 0:10:42Call centres, I say it's getting a little bit better than it used
0:10:42 > 0:10:46to be, but the problem often is just getting through to them
0:10:46 > 0:10:48in the first place.
0:10:48 > 0:10:50Clearly, many see them as a nuisance and time and
0:10:50 > 0:10:53time again, they've been voted one of the most
0:10:53 > 0:10:55frustrating things to use!
0:10:55 > 0:10:58You just get shuffled from person to person and then the last person,
0:10:58 > 0:11:01each person doesn't know what the actual original issue was.
0:11:01 > 0:11:04So they haven't actually told them anything, they just move you
0:11:04 > 0:11:07on to yet another new person who has no idea what you're talking about.
0:11:07 > 0:11:09I know exactly what you mean,
0:11:09 > 0:11:11so let's see what a call centre boss has to
0:11:11 > 0:11:13say about your experiences.
0:11:13 > 0:11:18The call centre industry has clearly had some bad press over
0:11:18 > 0:11:23the years, however, we are very much a necessary business.
0:11:23 > 0:11:27And in fact, we're very much a growing business in the UK
0:11:27 > 0:11:29and around the world.
0:11:29 > 0:11:31Call centres in the UK were first created
0:11:31 > 0:11:35back in the 1960s to help business deal with customer enquiries.
0:11:35 > 0:11:39If you think back, in days before call centres,
0:11:39 > 0:11:42everyone was based in offices, behind desks and telephones,
0:11:42 > 0:11:46sometimes in different floors, sometimes in different rooms.
0:11:46 > 0:11:50And so, communicating internally within departments was
0:11:50 > 0:11:52actually quite difficult.
0:11:52 > 0:11:54So, call centres evolved as a way to say, right,
0:11:54 > 0:11:58bring all of these different facets together, customer service,
0:11:58 > 0:12:02sales, management etc, put them all in a room where
0:12:02 > 0:12:06they can be next to each other, near to each other, and be able to
0:12:06 > 0:12:10talk and communicate and help a customer much more quickly.
0:12:10 > 0:12:13Now, just over 50 years later, it is reported that over one
0:12:13 > 0:12:16million people are now employed in call centres.
0:12:16 > 0:12:21This is over 3.5% of the entire UK workforce.
0:12:21 > 0:12:25It's very difficult to get the exact department that you
0:12:25 > 0:12:26want to talk with.
0:12:26 > 0:12:32And yes, sometimes it is quite difficult to have a
0:12:32 > 0:12:36resolution to any basic problems.
0:12:36 > 0:12:41Our raison d'etre as an outsourcer is to really try
0:12:41 > 0:12:44and offer first-time resolution.
0:12:44 > 0:12:48We all know how frustrating it is if you have to phone ten times to the
0:12:48 > 0:12:54same centre, and so we are very much paid to handle our clients' calls,
0:12:54 > 0:12:58deal with the customer and try and resolve their query there and then.
0:12:58 > 0:13:01It just seems like they're this big kind of like farms of people
0:13:01 > 0:13:03on telephones and there is no kind of,
0:13:03 > 0:13:06no-one takes any ownership of your issues or your problems.
0:13:06 > 0:13:10We've all got used to the big warehouse type environments,
0:13:10 > 0:13:14where 1,000, 1,500 people would sit in a huge room and have to
0:13:14 > 0:13:18put their hand up to go to the toilet and it was very impersonal.
0:13:18 > 0:13:22And it created quite robotic agents.
0:13:22 > 0:13:25The issue with that and the downside to it is that those agents
0:13:25 > 0:13:28then didn't have a personality, it had to be very, very script-led.
0:13:28 > 0:13:32Over the past five to seven years, that has very much changed.
0:13:32 > 0:13:35I think it is fair to say most people would find
0:13:35 > 0:13:37when they're speaking to a UK call centre, that the
0:13:37 > 0:13:41customer experience has much improved over the last few years.
0:13:41 > 0:13:45So call centres now are aiming to have a bit more of a personal touch,
0:13:45 > 0:13:48BUT you don't always know if you're talking directly
0:13:48 > 0:13:50to the company you've dialled.
0:13:50 > 0:13:54In the UK, there's two main types of call centres,
0:13:54 > 0:13:56one is an in-house call centre, which is
0:13:56 > 0:13:59in their own building or in fact an outsourced call centre.
0:13:59 > 0:14:03The difference is that the in-house is managed and staffed
0:14:03 > 0:14:08by the companies' own people, employed by them and managed by them.
0:14:08 > 0:14:12In an outsourced environment, the outsource is hired to provide
0:14:12 > 0:14:17all the facilities, systems and people to manage the customer
0:14:17 > 0:14:20service desk, for example, on behalf of a client.
0:14:20 > 0:14:24I think people in call centres are told to only answer a certain
0:14:24 > 0:14:26set of questions, but occasionally,
0:14:26 > 0:14:30you will get those people who go the extra bit to help you out.
0:14:30 > 0:14:34Some people are just built to be rude, over the telephone,
0:14:34 > 0:14:36but sometimes you do get really, really nice customers
0:14:36 > 0:14:39and it's really worthwhile to be on the phone with them.
0:14:39 > 0:14:43They could be having a bad day, let alone us, say for example,
0:14:43 > 0:14:45so they might take it out on us over the phone,
0:14:45 > 0:14:51but you've got to have a clearer view of where the customer's coming from.
0:14:51 > 0:14:55However, some of you still find it a frustrating experience.
0:14:55 > 0:14:58You get through five or six different menus to get somewhere,
0:14:58 > 0:15:00then you get thrown out of the system cos the technology isn't up to it,
0:15:00 > 0:15:03and you have to go back to the beginning, so you have to
0:15:03 > 0:15:06write down the numbers to make sure you make it as short as possible.
0:15:06 > 0:15:10We understand that customers can find the push-button process, press one,
0:15:10 > 0:15:14two, three or the voice recognition systems actually quite confusing.
0:15:14 > 0:15:18And we very much recommend as a business to our clients,
0:15:18 > 0:15:22that there should be no more than say, three or four options
0:15:22 > 0:15:26that you can push to try and get through to a relevant department.
0:15:26 > 0:15:29OK, I'll be counting those button presses next time
0:15:29 > 0:15:31I phone up a big company!
0:15:31 > 0:15:36Love 'em or hate 'em, call centres look set to stay, so let's just hope
0:15:36 > 0:15:40they become less inclined to hang up and more likely to hang out!
0:15:47 > 0:15:50I'm battling two heavy weights of the IT world,
0:15:50 > 0:15:53Currys and HP, as both appear to have lost their connection
0:15:53 > 0:15:56with a couple of their customers.
0:15:56 > 0:15:59Manish Sharma and Christine MacDermot feel these
0:15:59 > 0:16:03companies have not honoured their insurance policies or warranties.
0:16:03 > 0:16:08The 12 month warranty, which basically, to me, wasn't worth the
0:16:08 > 0:16:12paper it was written on, because both Currys and HP were refusing to help
0:16:12 > 0:16:18me and refusing to look at the tablet without me paying £310 upfront.
0:16:18 > 0:16:22Feeling they had nowhere else to turn, Christine and Manish have asked
0:16:22 > 0:16:26for help from yours truly, and that is exactly what I intend on doing.
0:16:27 > 0:16:33My ideal outcome would actually be to have a replacement
0:16:33 > 0:16:39for the item that will work and will not cause us any more problems!
0:16:39 > 0:16:43I've e-mailed Currys and HP and are waiting for them to get back.
0:16:43 > 0:16:46So for now, let's take a moment to delve deeper into Manish's
0:16:46 > 0:16:50case starting with his 'Whatever Happens' insurance policy.
0:16:51 > 0:16:54- When does the policy start?- You can see here, it started in March.
0:16:54 > 0:16:57OK, March 22nd, my sister's birthday, lovely.
0:16:57 > 0:16:59Right, I will tell you what gets me here.
0:16:59 > 0:17:02If somebody takes out a policy, protection policy, and it is called
0:17:02 > 0:17:06Whatever Happens Care Plan, surely whatever happens should be covered.
0:17:06 > 0:17:08Or should this policy be called something different,
0:17:08 > 0:17:11like, Whatever Happens Unless We Disagree With Your Claim?
0:17:11 > 0:17:14I've had a closer look at Manish's policy
0:17:14 > 0:17:16and it says it offers him "protection
0:17:16 > 0:17:21"against breakdown and mishap. You won't pay a penny extra. Labour,
0:17:21 > 0:17:24"parts and general advice are included
0:17:24 > 0:17:27"and we'll fix it or we'll replace it."
0:17:28 > 0:17:30There's one exclusion which states,
0:17:30 > 0:17:33"they will not repair or replace the laptop if the cost
0:17:33 > 0:17:37"of repairing or replacing a product which fails because anyone neglects,
0:17:37 > 0:17:40"abuses or misuses the product."
0:17:43 > 0:17:45Right, let's put in a call to Currys.
0:17:45 > 0:17:48I've been advised the best person to speak to is in the PR department,
0:17:48 > 0:17:50so here goes.
0:17:50 > 0:17:51DIAL TONE
0:17:51 > 0:17:54Going to go to voice mail.
0:17:54 > 0:17:58- I can feel it in my water.- Please leave your message after the tone.
0:17:58 > 0:18:01To re-record your message, key hash at any time.
0:18:01 > 0:18:03Hi, there, it's Dominic Littlewood calling from
0:18:03 > 0:18:06Don't Get Done Get Dom for the BBC.
0:18:06 > 0:18:07I leave him my contact details.
0:18:07 > 0:18:10I just wanted to have a chat with you about Manish Sharma's
0:18:10 > 0:18:14laptop and I wonder if you could give me a call back as soon as possible, please?
0:18:14 > 0:18:18Much appreciated, thanks very much, bye-bye. Always be polite.
0:18:18 > 0:18:22No reason not to be, really. Just wait for him to call me back.
0:18:23 > 0:18:24I hate voice mails.
0:18:25 > 0:18:26Right!
0:18:26 > 0:18:30With Christine, I'm sending her off on a little mission.
0:18:30 > 0:18:33As neither company has even looked at her broken tablet to give it
0:18:33 > 0:18:36an accurate diagnosis, I've arranged for her
0:18:36 > 0:18:38and her tablet to visit an IT expert
0:18:38 > 0:18:41to see what he has to say about it...
0:18:41 > 0:18:45What I'm looking forward to today is that someone is finally going
0:18:45 > 0:18:48to look at the tablet and actually tell me what is wrong.
0:18:49 > 0:18:53- Hi, how can I help? - I've actually brought my tablet in,
0:18:53 > 0:18:59because I purchased it for a Christmas present for £135.
0:18:59 > 0:19:02And it's not fully charged properly.
0:19:02 > 0:19:06Christine then outlines her back and forth battle with Currys and HP and
0:19:06 > 0:19:12also tells our IT expert that she's been quoted £310 to fix the tablet.
0:19:12 > 0:19:13Ouch!
0:19:13 > 0:19:16It's just not charging, and I just want to find out...
0:19:16 > 0:19:20That's fine, I'll have a quick look for you now. Just give me a couple of moments.
0:19:20 > 0:19:22I'll just have a quick check for you.
0:19:25 > 0:19:29What we're looking for is if the charging unit is broken or not,
0:19:29 > 0:19:31which, a lot of people damage the charging block,
0:19:31 > 0:19:34so what I'm going to do is put a charger in.
0:19:36 > 0:19:39That seems fine. And now, I'm going to fiddle it.
0:19:39 > 0:19:41As you can see, it's not moving,
0:19:41 > 0:19:43and I think that means that the charging unit is fine.
0:19:43 > 0:19:45It seems like a manufacturer's fault.
0:19:45 > 0:19:49- So, it should be covered under the 12 months warranty.- Interesting.
0:19:49 > 0:19:51What would have to be done to fix the fault?
0:19:51 > 0:19:54We need to open the products, the HP tablet up,
0:19:54 > 0:19:56and actually fix that underneath the tablet.
0:19:56 > 0:20:00And put it together again. And that should resolve the problem.
0:20:00 > 0:20:03It's an easy fix for us. From the customer's point of view, it isn't,
0:20:03 > 0:20:06but first, yeah, it's an easy one, we do it every single day,
0:20:06 > 0:20:10different tablets, different mobile phones. Hi, Christine.
0:20:10 > 0:20:12I just had a little look at it.
0:20:12 > 0:20:17Basically, I put the charger in and it seems like the part itself is faulty.
0:20:17 > 0:20:20It's not broken in any way, so, I recommend that you go back to the
0:20:20 > 0:20:24manufacturers, HP, or you can go back to Currys and see what they say.
0:20:24 > 0:20:27- Right, OK, then. - Otherwise, we can repair it for you,
0:20:27 > 0:20:31but at a fraction of the cost they quoted you, about £40.
0:20:31 > 0:20:33I can't believe that they actually haven't looked at it.
0:20:33 > 0:20:35Is that something that you've heard of before?
0:20:35 > 0:20:38No, it's the first time. I've never come across something like this.
0:20:38 > 0:20:42It's a two-minute thing, really, they should have checked it for you or had a quick look and they
0:20:42 > 0:20:47- should have explained to you that, you know, it is a faulty part. - Right, well,
0:20:47 > 0:20:50thanks ever so much for your help, then, because obviously,
0:20:50 > 0:20:53I've not known what was wrong before, and it is just nice
0:20:53 > 0:20:57to actually know, and I can go back and see what I can sort out.
0:20:57 > 0:21:00- That's fine, you're welcome. - Thank you.- Thank you very much.
0:21:00 > 0:21:03So there you have it, according to one tech expert,
0:21:03 > 0:21:07Christine appears to have been right all along.
0:21:07 > 0:21:12By bringing my tablet here, I've got an answer straightaway, where
0:21:12 > 0:21:17as Currys and HP didn't even look at it and tell me what the problem was.
0:21:18 > 0:21:21I've heard back from Currys about Manish's case.
0:21:21 > 0:21:24They've said the damage to his laptop was inconsistent with
0:21:24 > 0:21:26what he said had happened.
0:21:26 > 0:21:29So, I said, OK, what do you think has happened?
0:21:29 > 0:21:31And they said the damage is so severe,
0:21:31 > 0:21:34it seems unlikely it was caused by falling off a table.
0:21:34 > 0:21:38So, I have now put in a formal request for a copy of the report,
0:21:38 > 0:21:41something which Manish has never seen.
0:21:41 > 0:21:44Fingers crossed we will get it.
0:21:44 > 0:21:46I want to know how Currys came to that conclusion?
0:21:46 > 0:21:50How do they decide if the damage a customer states is an accident,
0:21:50 > 0:21:52or if it was misuse?
0:21:52 > 0:21:55Let's meet an electrical testing expert who knows his hard
0:21:55 > 0:21:59drives from his hard luck stories. And the first thing
0:21:59 > 0:22:02I'd like to know is do customers try their luck when making
0:22:02 > 0:22:04an insurance claim?
0:22:04 > 0:22:07On a daily basis, we have customers coming into us
0:22:07 > 0:22:11who try to pass off physical damaged products where they can
0:22:11 > 0:22:16sometimes clearly know it is physical damage, as a manufacturing defect.
0:22:16 > 0:22:20Things like broken screens, liquid contamination, that kind of stuff.
0:22:20 > 0:22:23But there must be a bit of a grey area as far as
0:22:23 > 0:22:27knowing whether it was an accident or the customer's fault?
0:22:27 > 0:22:31From an insurance perspective, that differentiation becomes
0:22:31 > 0:22:34important, negligent or accidental damage.
0:22:34 > 0:22:37Now, the insurance company is going to base that entirely upon
0:22:37 > 0:22:39the information that the customer gives them,
0:22:39 > 0:22:43so if you tell them that I was in the swimming pool using my mobile
0:22:43 > 0:22:45phone, and it got wet, then, clearly, you have given them
0:22:45 > 0:22:49the information that this is not an accident, this was negligent
0:22:49 > 0:22:51behaviour, and they're not going to probably pay that claim.
0:22:51 > 0:22:54If, however, you say you were walking along the street and you dropped
0:22:54 > 0:22:58your laptop in a puddle and it's got wet, then that is accidental damage.
0:22:58 > 0:23:01Now, you haven't wilfully damaged the product.
0:23:01 > 0:23:04Here we have a very good example of physical damage.
0:23:04 > 0:23:08Modern screens don't shatter, it's a laminate material,
0:23:08 > 0:23:12so when they break, they record a history of the damage.
0:23:12 > 0:23:15So, you can see here, the two impact points are just there and there.
0:23:15 > 0:23:18The glass has shattered and spread out from the impact point,
0:23:18 > 0:23:21so this is clearly not a manufacturing issue,
0:23:21 > 0:23:24this item has been dropped or damaged in some way.
0:23:24 > 0:23:27Some issues are quite obvious, for example, if we open up a laptop and
0:23:27 > 0:23:31there is mould growing inside, then that is clearly liquid contamination.
0:23:31 > 0:23:35In other instances, it is not as clear-cut as that,
0:23:35 > 0:23:39so what we can ascertain is the damage and the extent of that
0:23:39 > 0:23:43damage, but we cannot really tell how that was caused.
0:23:43 > 0:23:47So in Manish's case, he claims the laptop was knocked off a table
0:23:47 > 0:23:50onto a hard floor. However, Currys dispute this.
0:23:50 > 0:23:54Typically, when a laptop is knocked off the table when it is plugged in,
0:23:54 > 0:23:58you will get a broken DC socket, you would get a broken screen, damage
0:23:58 > 0:24:03to the casing of the product. Without having seen this product myself,
0:24:03 > 0:24:07the bottom line is, it was accidental damage, it wasn't wilfully done.
0:24:07 > 0:24:10So, the insurance company should pay for that.
0:24:10 > 0:24:14Amir has described near enough down to a T the damage on Manish's
0:24:14 > 0:24:18laptop, so what about Christine's case? Both the retailer
0:24:18 > 0:24:20and the manufacturer haven't even bothered to look at
0:24:20 > 0:24:25her tablet and have already decided it was not a manufacturing issue.
0:24:25 > 0:24:30I'm not sure how someone can assess a product without having it checked by
0:24:30 > 0:24:34an authorised engineer, so, what I would suggest is that the customer
0:24:34 > 0:24:38go back to the store and ask them to look at the whole situation again.
0:24:38 > 0:24:40And is there any advice he would give people
0:24:40 > 0:24:42to help prove their case?
0:24:42 > 0:24:46If you have any kind of dispute for a physically damaged product,
0:24:46 > 0:24:50get an independent assessment done by an authorised repair agent.
0:24:50 > 0:24:53Now, that assessment will either validate your claim or
0:24:53 > 0:24:58- validate the manufacturer's claim. - And finally, how can you tell
0:24:58 > 0:25:02the difference between a manufacturing fault against misuse?
0:25:02 > 0:25:04From my over 20 years of experience,
0:25:04 > 0:25:07physical damage is normally quite evident.
0:25:07 > 0:25:09You'll either see signs of liquid
0:25:09 > 0:25:12contamination inside the product or you will see something that is
0:25:12 > 0:25:16burnt or essentially, you will see physical damage to the product.
0:25:16 > 0:25:18So, for me, it is quite clear cut.
0:25:18 > 0:25:20If there is no physical damage, if there is no liquid damage,
0:25:20 > 0:25:23there's no signs of the product being tampered with,
0:25:23 > 0:25:26I would treat that as a manufacturing defect.
0:25:26 > 0:25:29This supports our independent IT expert's
0:25:29 > 0:25:32hands-on inspection of Christine's tablet.
0:25:32 > 0:25:36Manish took out a policy that he believed would
0:25:36 > 0:25:39cover his laptop for any eventuality.
0:25:39 > 0:25:43So are these policies really worth taking out?
0:25:43 > 0:25:45I'm off to find out from The Ombudsman.
0:25:46 > 0:25:48What I'm keen to have a chat with you about, Dave,
0:25:48 > 0:25:52- is about accidental insurance cover. - And what accidental is?
0:25:52 > 0:25:56I've got to ask your opinion of it. Right.
0:25:56 > 0:25:58We're here to talk about accidental damage.
0:25:58 > 0:26:01Which is black and white as far as it sounds, but it is not, is it?
0:26:01 > 0:26:03It's not.
0:26:03 > 0:26:07I think a good starting point with accidental damage is this
0:26:07 > 0:26:11is about insurance for spillages and breakages.
0:26:11 > 0:26:13So, spillages and breakages,
0:26:13 > 0:26:16technically it covers everything to do with accidental damage?
0:26:16 > 0:26:17That's right.
0:26:17 > 0:26:22What it doesn't cover is absolutely anything that happens to you,
0:26:22 > 0:26:25and I think that is the basic misunderstanding that gives
0:26:25 > 0:26:28- rise to lots of problems in this area.- Can you expand on that?
0:26:28 > 0:26:31On one hand, you've got an insurance policy that is very
0:26:31 > 0:26:34precise and very technical about certain
0:26:34 > 0:26:37circumstances where the insurance will pay. On the other hand,
0:26:37 > 0:26:41you've got a lot of consumers who just think it's peace of mind for
0:26:41 > 0:26:45anything that ever happens to their sofa or their new laptop computer.
0:26:45 > 0:26:46And it's kind of two different worlds,
0:26:46 > 0:26:48two different parallel universes.
0:26:48 > 0:26:51And they collide, and that's usually where we get
0:26:51 > 0:26:53a dispute that the ombudsman has to sort out.
0:26:53 > 0:26:57- I bet there's a lot of disputes, isn't there? - Hundreds of these disputes.
0:26:57 > 0:27:00Usually, it's at the point of a claim, when something happens to your sofa
0:27:00 > 0:27:03or laptop, and you think, that's OK, I've got insurance to cover it.
0:27:03 > 0:27:05And that's probably the first time you might be
0:27:05 > 0:27:09looking in detail at your policy or indeed your claim is rejected,
0:27:09 > 0:27:12and that really makes you focus on well, why has it been rejected?
0:27:12 > 0:27:16I thought accidental meant anything that is an accident?
0:27:16 > 0:27:21There are different levels of accidental damage cover, though, aren't there? There's a general one,
0:27:21 > 0:27:23then you can have the one where EVERYTHING is covered.
0:27:23 > 0:27:26There's different sorts of policies you can take out?
0:27:26 > 0:27:29I think that's the general rule with insurance as well.
0:27:29 > 0:27:31Most of us assume that they're just standard products
0:27:31 > 0:27:33and one is like another.
0:27:33 > 0:27:37And every single policy is unique and will have all kinds of terms
0:27:37 > 0:27:40and conditions that might make it very different to
0:27:40 > 0:27:45what your understanding of the more general word accidental meant.
0:27:45 > 0:27:49I think it's time to get a firm definition of the term accident.
0:27:51 > 0:27:53What exactly is an accident?
0:27:53 > 0:27:56Well, insurance companies would be very clear about that.
0:27:56 > 0:28:00They'll say technically, an accident is something that is unintended
0:28:00 > 0:28:05and unforeseen, and that makes it sound like a very neat box ticked.
0:28:05 > 0:28:07That's a helpful starting point.
0:28:07 > 0:28:10But it's, what does that really mean in the chaotic,
0:28:10 > 0:28:14confusing circumstances of most people's everyday lives?
0:28:14 > 0:28:16One of the people I'm trying to help had an accident
0:28:16 > 0:28:20where his laptop fell off the kitchen worktop. That was unforeseen and unintended,
0:28:20 > 0:28:23but somebody in the insurance company said to him, we're not covering that,
0:28:23 > 0:28:26because the damage wasn't consistent.
0:28:26 > 0:28:29What right does that person sitting in an office have to say that
0:28:29 > 0:28:32- to one of their customers?- Well, that would be the very question
0:28:32 > 0:28:34that we would ask the ombudsman.
0:28:34 > 0:28:38We'd say to the insurance company, how did you arrive at that decision?
0:28:38 > 0:28:43How did you go from your technical definition of an accident to
0:28:43 > 0:28:46applying that to a set of circumstances?
0:28:46 > 0:28:48What did you look at? What did you consider?
0:28:48 > 0:28:51So, we call for the evidence, and the insurance company,
0:28:51 > 0:28:53by law, has to give us an explanation.
0:28:53 > 0:28:57Why has an insurance company even said that in the first place, if this is the case?
0:28:57 > 0:29:00Are they hoping that that person is going to accept that
0:29:00 > 0:29:03and just they get away with paying out a claim?
0:29:03 > 0:29:06Are they taking that gamble that if they go to you, you'll probably overrule it.
0:29:06 > 0:29:10Sadly, it is certainly true that a lot of people,
0:29:10 > 0:29:14at the first rebuff, will just give up and not pursue matters.
0:29:14 > 0:29:16David, you are a wealth of knowledge.
0:29:16 > 0:29:18- Thank you very much indeed. - A pleasure as always.
0:29:18 > 0:29:21Persistence pays, and I have an abundance of it.
0:29:23 > 0:29:26I think the important point here that we can all take
0:29:26 > 0:29:29home from my chat with David is that these policies might seem
0:29:29 > 0:29:33great on the surface, but might not actually suit your needs.
0:29:33 > 0:29:37You need to have a look at them. You DO need to make the effort to read the small print
0:29:37 > 0:29:39and find out whether it actually suits you.
0:29:46 > 0:29:49Nothing worse than finding a huge pile of bills on your doormat.
0:29:49 > 0:29:51But when you're getting chased for money you don't even owe,
0:29:51 > 0:29:54well, that's left some of you seeing red,
0:29:54 > 0:29:56and I'm not talking about the final demand.
0:29:58 > 0:30:00Penny Clark has lived
0:30:00 > 0:30:04in her home in Scarborough for 15 years, and gets her gas
0:30:04 > 0:30:08from Npower, but just over a year ago, she received a bill
0:30:08 > 0:30:10- from British Gas. - Well, when I got the first bill,
0:30:10 > 0:30:14I didn't really think anything much of it, it was for £4.64,
0:30:14 > 0:30:19it didn't have my name on it, it just said the occupier.
0:30:19 > 0:30:22I knew I didn't get my gas from British Gas.
0:30:22 > 0:30:24It didn't seem to be too much of a problem.
0:30:24 > 0:30:27I didn't actually do anything at all about it, I just thought, oh,
0:30:27 > 0:30:31well, they've got it wrong, who could use £4.64 worth of gas
0:30:31 > 0:30:33and be sent a bill for it?
0:30:33 > 0:30:37And these bills kept dropping through her letter box.
0:30:37 > 0:30:42When the bills went up to about £100, I realised that even though
0:30:42 > 0:30:46it was a mistake, I was going to have to do something about it.
0:30:46 > 0:30:48So she called British Gas.
0:30:48 > 0:30:52Every phone call takes for ever. You hear a lot of music.
0:30:52 > 0:30:55You get passed from person to person.
0:30:55 > 0:30:58The first person that I told that I didn't
0:30:58 > 0:31:01get my gas from British Gas, but I'd had a bill,
0:31:01 > 0:31:04they said, yes, you DO get your gas from British Gas.
0:31:04 > 0:31:09Eventually, after a long time, they agreed that actually, no,
0:31:09 > 0:31:10I didn't, it was a mistake.
0:31:10 > 0:31:13However, Penny's call to British Gas didn't seem
0:31:13 > 0:31:17- to make any difference. - They kept sending bills.
0:31:17 > 0:31:21And they were going up and up and I was becoming extremely concerned,
0:31:21 > 0:31:26especially as they started to become more and more threatening.
0:31:26 > 0:31:31She then got an unexpected visit from a British Gas engineer.
0:31:31 > 0:31:34They just sent somebody who walked up the garden path
0:31:34 > 0:31:37and looked at the meter.
0:31:37 > 0:31:41And he said it was the wrong one, it was the wrong serial number.
0:31:41 > 0:31:43Well, I'm the only person who has ever lived in this house
0:31:43 > 0:31:49and I have lived here for 15 years. And I haven't had a new meter.
0:31:51 > 0:31:56But, it didn't seem to make any difference to the bills.
0:31:56 > 0:31:59The bills now totalled over £2,600.
0:31:59 > 0:32:00I was becoming terrified.
0:32:00 > 0:32:03Every time a letter came through the door, I would be worrying that it
0:32:03 > 0:32:08was going to be some huge amount, but I couldn't seem to stop it.
0:32:08 > 0:32:12And they didn't seem to be interested in stopping it.
0:32:12 > 0:32:16I remember how awful I felt every time another one of them arrived.
0:32:16 > 0:32:19And these other letters are worse.
0:32:19 > 0:32:21These are the ones, notice of disconnection,
0:32:21 > 0:32:26mention of taking me to court to get access to the property.
0:32:26 > 0:32:30Which is exactly what happened to Sarah Forster from Newcastle.
0:32:30 > 0:32:33She turned up at her house only to discover British Gas
0:32:33 > 0:32:35had let themselves in!
0:32:35 > 0:32:40There's a tiny little hole where the locksmith that they had
0:32:40 > 0:32:45brought has drilled in, basically, to pick our lock
0:32:45 > 0:32:46and come into our house.
0:32:46 > 0:32:50Unfortunately, as he's done it, he's damaged a mechanism inside,
0:32:50 > 0:32:53which caused our door to eventually not open, and this is
0:32:53 > 0:32:58obviously why we needed to get both the locks, top and bottom, replaced.
0:32:58 > 0:33:01British Gas had installed a meter in the house
0:33:01 > 0:33:05because there was an outstanding debt of £2,500.
0:33:05 > 0:33:08The only correspondence they left was a note addressed to the
0:33:08 > 0:33:11'the occupant' in a folded up piece of paper.
0:33:11 > 0:33:15Sarah and her husband had only just bought the house a few days ago
0:33:15 > 0:33:18and knew the debt could not possibly be theirs
0:33:18 > 0:33:20so got straight on the phone to British Gas.
0:33:20 > 0:33:23They told her it would be quite straightforward to get
0:33:23 > 0:33:26the meter taken out if the couple could prove
0:33:26 > 0:33:29they weren't living at the property at the time.
0:33:29 > 0:33:31British Gas also said Sarah could claim the money
0:33:31 > 0:33:33back for the locksmith.
0:33:33 > 0:33:37However, weeks went by and the gas meter was still there.
0:33:37 > 0:33:41Now at their wits' end with British Gas, Sarah just wanted to be
0:33:41 > 0:33:43rid of them, so decided to change company.
0:33:43 > 0:33:47She found a new energy provider who was happy to take the meter out,
0:33:47 > 0:33:50but they would have to charge her £52.
0:33:50 > 0:33:53Sarah was so unhappy with British Gas,
0:33:53 > 0:33:56she instructed them to go ahead and do it,
0:33:56 > 0:34:00and is now happy in her new home, albeit £52 out of pocket.
0:34:02 > 0:34:05As for Penny and her ongoing dispute with British Gas, she'd had a visit
0:34:05 > 0:34:08- from the bailiffs. - Actually, he was extremely pleasant,
0:34:08 > 0:34:11and he realised straightaway that it was a mistake and he did
0:34:11 > 0:34:15say that he would try to sort it out for me, because clearly, I was
0:34:15 > 0:34:20not living in a block of flats, which is what he had been led to expect.
0:34:20 > 0:34:25He could tell it was a mistake. But, it didn't stop the bills coming.
0:34:25 > 0:34:30Nothing seemed to stop British Gas sending me more and more bills.
0:34:30 > 0:34:33After almost a year of complaining and the bills
0:34:33 > 0:34:36continuing to soar, Penny decided
0:34:36 > 0:34:38to go to the head honcho of British Gas.
0:34:38 > 0:34:40After I wrote to the Chief Executive,
0:34:40 > 0:34:43they did put me in touch with an extremely nice complaints
0:34:43 > 0:34:49lady from British Gas who was, you know, lovely, and helpful.
0:34:49 > 0:34:52Just what you need. Over a year after the first bill,
0:34:52 > 0:34:54and countless phone calls to British Gas,
0:34:54 > 0:34:57the letters did eventually stop.
0:34:57 > 0:34:59I'm always on tenterhooks waiting to see
0:34:59 > 0:35:02if another bill is going to come, certainly, if it's got a
0:35:02 > 0:35:06British Gas sticker on the envelope, I don't really want to open it!
0:35:08 > 0:35:09I can understand.
0:35:09 > 0:35:13We contacted British Gas and outlined both of these cases.
0:35:13 > 0:35:16For Sarah, they did reimburse her for the cost of replacing the meter
0:35:16 > 0:35:18and had this to say...
0:35:41 > 0:35:43For Penny, British Gas has reassured us that she
0:35:43 > 0:35:48will not continue to receive bills in the future and she owes nothing.
0:35:48 > 0:35:51When questioned on the reasons how this mistake was made,
0:35:51 > 0:35:53British Gas said...
0:36:13 > 0:36:16Sometimes a company just puts their hands up and says,
0:36:16 > 0:36:19do you know what, we made a mistake, and we're going to put it right.
0:36:19 > 0:36:21And I like it when that happens.
0:36:28 > 0:36:31I'm on a mission to help two people who bought products from Currys,
0:36:31 > 0:36:35but were told they had misused their gadgets when they put in claims.
0:36:35 > 0:36:40Christine under her warranty and Manish for accidental damage.
0:36:40 > 0:36:44They should call it a joke policy. It's just a joke. It's nothing else.
0:36:44 > 0:36:49Looking at Manish's case for accidental damage, how have Currys
0:36:49 > 0:36:51come to the conclusion that he may be
0:36:51 > 0:36:53being economical with the truth?
0:36:55 > 0:36:57Take this term "misuse".
0:36:57 > 0:37:00I mean, how on earth can the experts tell
0:37:00 > 0:37:05the difference between misuse and a genuine accident?
0:37:05 > 0:37:08I mean, take these two plates for example.
0:37:08 > 0:37:10Now, if I went yaaawwwwwn...
0:37:11 > 0:37:14Ooh! That was a genuine accident.
0:37:16 > 0:37:21Take this second one, however, and...
0:37:21 > 0:37:24Ooops! Misuse.
0:37:24 > 0:37:26Now, they both look pretty smashed up to me.
0:37:28 > 0:37:32Now, I certainly can't tell the difference between the two.
0:37:32 > 0:37:34How on earth can the experts?
0:37:40 > 0:37:43There's been no sign of the report from the Currys repair lab that
0:37:43 > 0:37:46I asked for, but we have had an e-mail from Currys.
0:37:46 > 0:37:49They have an offer for Manish, so I'm off to see him
0:37:49 > 0:37:51and see what he makes of it.
0:37:51 > 0:37:53This case should be black and white.
0:37:53 > 0:37:56Someone buys an expensive laptop, they take out accidental damage
0:37:56 > 0:38:00and they have an accident, so the insurance pays out, right? Wrong.
0:38:00 > 0:38:01It's not black and white at all.
0:38:08 > 0:38:11- Hi, Manish.- Hi, Dominic. - Nice to meet you, you all right?
0:38:11 > 0:38:13Can I come in? Thanks very much.
0:38:15 > 0:38:18That laptop you bought was nearly a year ago now,
0:38:18 > 0:38:22so, of course, it's out of date, it's been superseded, the later
0:38:22 > 0:38:26models are quicker, faster, better and probably lower in price.
0:38:26 > 0:38:30- Remind me how much you paid for the first laptop?- £629.
0:38:30 > 0:38:31Yes. A lot of money.
0:38:31 > 0:38:34Especially considering it's smashed up and in theory,
0:38:34 > 0:38:36you're getting nothing for it.
0:38:36 > 0:38:38Well, we've been on the phone to Currys.
0:38:38 > 0:38:41We've tried to sort things out with their press office
0:38:41 > 0:38:44and we've eventually got an answer from them.
0:38:44 > 0:38:47Now, they're not happy with the fact that you weren't given a new
0:38:47 > 0:38:50laptop when you should have been under this insurance policy
0:38:50 > 0:38:52and they would like me to give you this.
0:38:54 > 0:38:57It's not the golden envelope, it's what's in it that counts.
0:39:02 > 0:39:06- That's brilliant.- Have you seen how much it's for?- Yes.
0:39:06 > 0:39:09- £750.- £750.
0:39:09 > 0:39:12- Yeah, what do you think about that? - That's brilliant.
0:39:12 > 0:39:15I wasn't expecting this. I seriously wasn't expecting this.
0:39:15 > 0:39:16That's brilliant, what they've done.
0:39:16 > 0:39:19- That's £120 more than you paid for it.- Yes.
0:39:19 > 0:39:22Which I would like to think is probably their way of saying, look,
0:39:22 > 0:39:25you know, go and get yourself a nice laptop even when you need one.
0:39:25 > 0:39:28- That'll more than cover for it and all your inconvenience.- Yeah.
0:39:28 > 0:39:32- I think they've done the decent thing there.- Definitely.- Right.
0:39:32 > 0:39:35They'll be watching. Tell them what you think of Currys now.
0:39:35 > 0:39:37The thing is, if they'd done it in the first place,
0:39:37 > 0:39:40- I wouldn't have had to come here. - Yeah.- You know.
0:39:40 > 0:39:43It was a genuine case and it wasn't, I wasn't doing wrong,
0:39:43 > 0:39:47but, it never would have got to you being involved to get this result.
0:39:47 > 0:39:49- At the end of the day.- Yes.
0:39:49 > 0:39:52And I think that's a good lesson for them and for a lot
0:39:52 > 0:39:55of other companies out there as well. It shouldn't take me getting
0:39:55 > 0:39:58involved to try and get these things sorted out. It should happen way
0:39:58 > 0:40:01- down the line.- Yeah.- We're making small steps in the right direction,
0:40:01 > 0:40:04but anyway, Currys made a big step there for you, haven't they?
0:40:04 > 0:40:08- 750 smackers. Happy? - I'm happy.- So am I.
0:40:08 > 0:40:12Thanks, Dominic. All because of you. All because of you.
0:40:12 > 0:40:15Yeah, but at the end of the day, you contacted me, we sorted things out,
0:40:15 > 0:40:17hopefully, we've highlighted an issue
0:40:17 > 0:40:20- and it won't happen again for anybody else.- That's brilliant.
0:40:20 > 0:40:23- So, am I free to go?- Yeah.- Great. I'll get on me bike then!
0:40:23 > 0:40:26- No worries!- Nice to meet you! - Take care.- Thank you.
0:40:26 > 0:40:28Currys have done the right thing.
0:40:28 > 0:40:32- I'm happy with the amount of money they gave me.- So am I.
0:40:32 > 0:40:34We asked Currys to comment on Manish's
0:40:34 > 0:40:35case and they had this to say...
0:40:53 > 0:40:56Great! One down, one to go,
0:40:56 > 0:41:00and it's not just accidental damage being branded as misuse.
0:41:00 > 0:41:04My investigations suggest that Christine's tablet DID have a
0:41:04 > 0:41:09manufacturing issue, BUT both retailer Currys and manufacturer HP
0:41:09 > 0:41:13diagnosed it as misuse, without actually taking a look at it.
0:41:13 > 0:41:16Well, Currys has got back to me on this one too
0:41:16 > 0:41:18and they've told me...
0:41:26 > 0:41:29And not only that, there's an offer on the table which Christine and her
0:41:29 > 0:41:31son have received.
0:41:31 > 0:41:33"As a gesture of goodwill,
0:41:33 > 0:41:37"we would be happy to organise a replacement for her tablet.
0:41:37 > 0:41:40"We're sorry for any inconvenience caused."
0:41:42 > 0:41:46- So you're going to get a new tablet! All right?- Yes.
0:41:46 > 0:41:49- Yeah. Are you glad?- Yeah.- Yeah.
0:41:49 > 0:41:55I'm just glad that something's been done and I can finally resolve it and get back to normal!
0:41:55 > 0:42:00I'm absolutely ecstatic, I'm just so glad that it's all sorted
0:42:00 > 0:42:03and we can finally, I can finally relax a bit more!
0:42:03 > 0:42:07Instead of having to chase up and find out what's happening.
0:42:07 > 0:42:10Currys said that in Christine's case...
0:42:42 > 0:42:45"If a product is in warranty, we will ask the customer to send it
0:42:45 > 0:42:50"back to HP so that we can diagnose and remedy the problem correctly."
0:42:50 > 0:42:53I would like to say thanks ever so much to Dom
0:42:53 > 0:42:56and without his help, I'm sure this wouldn't have been done,
0:42:56 > 0:42:59and I'm really, really grateful to him
0:42:59 > 0:43:03and in the end, I think Currys have seen right and I'm glad
0:43:03 > 0:43:08and maybe I may think about going back there shopping again!
0:43:08 > 0:43:11Well done, Currys, you've rebooted Manish's
0:43:11 > 0:43:13and Christine's confidence in you.