0:00:02 > 0:00:04'We asked you to tell us what's left you feeling ripped off
0:00:04 > 0:00:07'and you've contacted us in your thousands.'
0:00:07 > 0:00:10'You've told us about the companies you think get it wrong
0:00:10 > 0:00:14'and the customer service that simply isn't up to scratch.'
0:00:14 > 0:00:16There's a lot of blurb written down,
0:00:16 > 0:00:19but in practice, the words are absolutely meaningless.
0:00:19 > 0:00:22I mean, people just can't afford these prices. It's ridiculous.
0:00:22 > 0:00:25'You've asked us to track down the scammers who stole your money
0:00:25 > 0:00:29'and investigate the extra charges that you'd say are unfair.'
0:00:29 > 0:00:33They're in a win-win situation and you're in a lose-lose situation.
0:00:33 > 0:00:37If you don't do something about it, I think it's your own fault.
0:00:37 > 0:00:40'And when you've lost out, but nobody else is to blame,
0:00:40 > 0:00:43'you've come to us to stop others falling into the same trap.'
0:00:46 > 0:00:50'So, whether it's a blatant rip off or a genuine mistake...'
0:00:50 > 0:00:53'..we're here to find out why you're out of pocket
0:00:53 > 0:00:55'and what you can do it.'
0:00:55 > 0:00:56'Your stories, your money.
0:00:56 > 0:00:58'This is Rip-Off Britain.'
0:01:01 > 0:01:02Hello and welcome to Rip-Off Britain,
0:01:02 > 0:01:04the programme that fights your corner,
0:01:04 > 0:01:07whenever you've spent your hard-earned cash
0:01:07 > 0:01:10on something that does not live up to expectations.
0:01:10 > 0:01:12Now, sometimes, of course, accidents will happen
0:01:12 > 0:01:16and mistakes are made that really turn out to be nobody's fault.
0:01:16 > 0:01:20And in situations like that, there's absolutely no reason at all
0:01:20 > 0:01:22why it should be you that's out of pocket. Would you agree?
0:01:22 > 0:01:25I'd totally agree with that. Which is where warranties,
0:01:25 > 0:01:27guarantees and insurance come in,
0:01:27 > 0:01:29giving us all peace of mind that we won't have to
0:01:29 > 0:01:33pick up the bill for problems that crop up once we're covered.
0:01:33 > 0:01:37Now, often we pay a bit extra to get that peace of mind.
0:01:37 > 0:01:40But an awful lot of you have been telling us that when you've tried to
0:01:40 > 0:01:42claim on it, different story altogether.
0:01:42 > 0:01:46It turns out you are not covered in quite the way you expected.
0:01:46 > 0:01:48Begging, of course, the big question,
0:01:48 > 0:01:50what is the point of having a guarantee
0:01:50 > 0:01:53if it doesn't really guarantee what you thought it did?
0:01:53 > 0:01:56Good one. Well, it's a question we're going to be
0:01:56 > 0:01:58getting to the bottom of today.
0:01:58 > 0:02:00If you've spent months, or even years, paying for
0:02:00 > 0:02:03some sort of warranty, you'll want to know it'll do what it says
0:02:03 > 0:02:05on the tin when something goes wrong.
0:02:05 > 0:02:07But it doesn't always work out that way.
0:02:07 > 0:02:09We'll be finding out why.
0:02:09 > 0:02:12And we'll also have plenty of advice on whether the sort of guarantee that
0:02:12 > 0:02:15costs extra is really worth it.
0:02:17 > 0:02:21'Coming up, the fragile deliveries that arrive smashed.
0:02:21 > 0:02:24'What are the courier companies doing to them?'
0:02:24 > 0:02:28They've got to start treating people's parcels with respect,
0:02:28 > 0:02:31not using them as rugby balls or footballs.
0:02:33 > 0:02:37'And millions of us buy extended warranties every year.
0:02:37 > 0:02:39'But are they worth the money?'
0:02:39 > 0:02:42I was so frustrated and so angry,
0:02:42 > 0:02:44I was in tears.
0:02:47 > 0:02:48One topic that, year after year,
0:02:48 > 0:02:51gets an awful lot of you hot under the collar
0:02:51 > 0:02:53is that of delivery companies.
0:02:53 > 0:02:56Whether it's because they haven't come when they said they would,
0:02:56 > 0:02:58or you'll recognise this one,
0:02:58 > 0:03:00you've had to sit around all day waiting,
0:03:00 > 0:03:03or they've damaged, in the end, what they were carrying,
0:03:03 > 0:03:05they can drive some of you absolutely mad.
0:03:05 > 0:03:08Not least because, when it comes down to it,
0:03:08 > 0:03:10they're only in business, after all, to do just one thing -
0:03:10 > 0:03:14get that package from A to B, on time and in one piece.
0:03:17 > 0:03:20'Peter Rumsey runs Rainbows End,
0:03:20 > 0:03:22'a small gift shop in North Yorkshire.'
0:03:22 > 0:03:24Thank you very much, indeed, young man.
0:03:24 > 0:03:27- Have a good day.- Thank you.- Bye.
0:03:27 > 0:03:31'Three years ago, Peter decided the shop needed to diversify.
0:03:31 > 0:03:34'And that's when he started to sell ornate Tiffany-style lamps.'
0:03:34 > 0:03:36I've never looked back with it.
0:03:36 > 0:03:39Everybody loves Tiffany lighting - everybody.
0:03:39 > 0:03:45'Peter now buys and sells around 300 Tiffany-style lamps every year.'
0:03:45 > 0:03:48Once I have refurbed them and put them onto a base,
0:03:48 > 0:03:50I can sell them anything up to £300.
0:03:50 > 0:03:54'With most of Peter's stock coming from individual second-hand sellers,
0:03:54 > 0:03:57'he has to rely on the care and attention of courier companies
0:03:57 > 0:03:59'to deliver the lamps safe and sound.
0:03:59 > 0:04:01'And that is the problem.
0:04:01 > 0:04:04'Because Peter says, even if they're labelled as fragile,
0:04:04 > 0:04:07'about four out of ten of the delicate lamps he buys
0:04:07 > 0:04:09'arrive broken.'
0:04:09 > 0:04:10Smashed.
0:04:11 > 0:04:12Smashed.
0:04:14 > 0:04:17"Handle with care." Smashed.
0:04:17 > 0:04:20'The cellar of the shop has become the final resting place
0:04:20 > 0:04:23'for these shattered shades and battered lamps.'
0:04:23 > 0:04:26When I open a box and I see the damage done,
0:04:26 > 0:04:29it really, really hurts.
0:04:29 > 0:04:31You think to yourself, all that time to make
0:04:31 > 0:04:35that beautiful shade and somebody has smashed it within a few seconds.
0:04:35 > 0:04:37Just sheer, utter carelessness.
0:04:38 > 0:04:41'And as a result, Peter says his business is
0:04:41 > 0:04:43'losing money hand over fist.'
0:04:43 > 0:04:46Unfortunately, I have to recoup that money by putting
0:04:46 > 0:04:49the price of the other lamps in the shop up.
0:04:49 > 0:04:50That is disgraceful.
0:04:50 > 0:04:52That has really annoyed me.
0:04:52 > 0:04:53It has to have been stood on!
0:04:53 > 0:04:55There's no other possibility!
0:04:57 > 0:05:00'With so many of Peter's lamps getting damaged in transit,
0:05:00 > 0:05:03'he lays the blame squarely in one place -
0:05:03 > 0:05:04'the courier companies.'
0:05:04 > 0:05:05GLASS RATTLES
0:05:05 > 0:05:08'Peter books most of his deliveries and collections
0:05:08 > 0:05:11'through a site called Parcel2Go.com,
0:05:11 > 0:05:15'who work with most of the best-known courier companies.
0:05:15 > 0:05:19'Peter always tells Parcel2Go exactly what's inside the package,
0:05:19 > 0:05:22'trusting that they'll pass on this information to the courier,
0:05:22 > 0:05:26'so they know to handle his delivery very carefully.
0:05:26 > 0:05:30'This is even more important if the person sending a package to him
0:05:30 > 0:05:33'hasn't done their bit to keep the contents safe.'
0:05:33 > 0:05:38I had a Tiffany lamp sent to me in a black bin liner.
0:05:38 > 0:05:41Who sends a Tiffany lamp in a black bin liner?
0:05:42 > 0:05:45'Good question. But in an attempt to limit breakages,
0:05:45 > 0:05:47'Peter resorted to sending instructions to the people
0:05:47 > 0:05:51'he was buying lamps from, so that they could wrap them more securely.
0:05:51 > 0:05:54'When that didn't work, he even started sending them
0:05:54 > 0:05:56'the bubble wrap and the packaging that he uses
0:05:56 > 0:05:59'when sending lamps to his own customers.'
0:05:59 > 0:06:03I just hope this gets to the customer in one piece.
0:06:04 > 0:06:06I've done everything I can possible
0:06:06 > 0:06:09and as you can see, it's not moving about,
0:06:09 > 0:06:11it's perfectly well packed.
0:06:11 > 0:06:14That should outlast a tank.
0:06:14 > 0:06:16But can it outlast a courier company?
0:06:17 > 0:06:20'When you wrap following Peter's instructions,
0:06:20 > 0:06:23'it's hard to understand how the lamps he sends and receives
0:06:23 > 0:06:24'can still get broken.
0:06:24 > 0:06:26'But they do. Every week.
0:06:26 > 0:06:29'So just how roughly would the courier companies have to
0:06:29 > 0:06:33'handle a package like this one to break what's inside?
0:06:33 > 0:06:35'Well, I'm going to put that to the test.'
0:06:35 > 0:06:38What we're going to try and do, as an experiment now, is to actually
0:06:38 > 0:06:40see if it does break when I shove it on to the floor.
0:06:40 > 0:06:42So, here we go.
0:06:42 > 0:06:43PARCEL THUDS
0:06:43 > 0:06:47Hey, presto. Not a break, nothing.
0:06:47 > 0:06:49Beautiful. Perfect condition.
0:06:49 > 0:06:53'So far so good, but what happens if we drop it from a higher height?'
0:06:53 > 0:06:55Here it comes.
0:06:57 > 0:06:59Hey, presto, it's still intact!
0:06:59 > 0:07:03Marvellous, look at that! Not a break in sight.
0:07:03 > 0:07:05So, what does it take to break
0:07:05 > 0:07:07a lampshade that's been properly packaged?
0:07:07 > 0:07:11Now, let's put this one under serious pressure.
0:07:11 > 0:07:13Well, I suppose you could say this is the ultimate test,
0:07:13 > 0:07:16because I've come to the depths of Kent to an amateur boxing club
0:07:16 > 0:07:19so can I just say, "Hi, everybody, how are you doing?"
0:07:19 > 0:07:21CROWD: Hi!
0:07:21 > 0:07:23- Are you ready for this test? - CROWD: Yes.
0:07:23 > 0:07:27You can do whatever you want with this box so here we go.
0:07:27 > 0:07:31MUSIC: Gonna Fly Now by Bill Conti
0:07:33 > 0:07:37CROWD SHOUTS ENCOURAGEMENT
0:07:39 > 0:07:41Stop! Stop!
0:07:41 > 0:07:43GLORIA LAUGHS
0:07:43 > 0:07:46Rip it open. Let's see.
0:07:46 > 0:07:48Oh, one broken bit!
0:07:48 > 0:07:50It's taken a lot of abuse.
0:07:50 > 0:07:52But thank you very much for testing it out for me.
0:07:52 > 0:07:54I'll send you the bill, accordingly, is that all right?
0:07:54 > 0:07:56GLORIA LAUGHS
0:07:56 > 0:07:57I have to tell you,
0:07:57 > 0:08:02that package took a real pounding to get even the smallest breakage.
0:08:02 > 0:08:05So, considering that Peter sometimes gets them smashed into pieces,
0:08:05 > 0:08:08it's hard to imagine what sort of treatment
0:08:08 > 0:08:10they must have had along the way.
0:08:10 > 0:08:13They know what's in it because it's written on the boxes.
0:08:13 > 0:08:16If it says, "Tiffany shade - handle with care",
0:08:16 > 0:08:20it doesn't mean you have to use it as a rugby ball and drop kick it.
0:08:20 > 0:08:24Now, you'd be forgiven for thinking that Peter's damaged deliveries
0:08:24 > 0:08:28would be insured and he would be reimbursed for the shattered shades,
0:08:28 > 0:08:29but that's simply not the case.
0:08:29 > 0:08:33You see, Parcel2Go has an extensive list of items
0:08:33 > 0:08:36they will not compensate customers for if they arrive broken
0:08:36 > 0:08:39and on that list, along with "fragile items,"
0:08:39 > 0:08:43are things like food, concrete and lamps.
0:08:43 > 0:08:45The same goes for most of the courier companies
0:08:45 > 0:08:48that Parcel2Go use to deliver Peter's goods.
0:08:48 > 0:08:50Their exclusion lists also mean
0:08:50 > 0:08:53that the Tiffany-style shades will not be covered.
0:08:53 > 0:08:56So, every time Peter takes delivery of a lamp that he's bought,
0:08:56 > 0:08:58or sends one out to a customer,
0:08:58 > 0:09:02all he can do is to hope that the couriers realise what is inside
0:09:02 > 0:09:03and take care of it.
0:09:03 > 0:09:07You dread it every other day waiting for that message -
0:09:07 > 0:09:10"Oh, I'm really sorry to say your lamp's arrived and it's smashed."
0:09:10 > 0:09:13It's like part of me's been smashed.
0:09:13 > 0:09:17It's costing me thousands through courier companies' negligence.
0:09:17 > 0:09:22It's the only way I can put it down to. That's my personal opinion.
0:09:22 > 0:09:25We contacted Parcel2Go about Peter's claims
0:09:25 > 0:09:28and they said that they do pass on information
0:09:28 > 0:09:32about what is in the package to the courier companies they work with.
0:09:32 > 0:09:37They agree it's unacceptable for his parcels to routinely arrive damaged,
0:09:37 > 0:09:41but said that, overall, just 0.2% of the parcels they ship
0:09:41 > 0:09:44suffer damage in transit.
0:09:44 > 0:09:48They point out that, in some cases, parcels could be handled by...
0:09:49 > 0:09:51..and therefore...
0:09:53 > 0:09:56They also told us that, regardless of whether a damaged item
0:09:56 > 0:10:00is on the list of items that are not covered for damage,
0:10:00 > 0:10:02they will...
0:10:04 > 0:10:06..and...
0:10:10 > 0:10:13They said that Peter has twice successfully claimed
0:10:13 > 0:10:17for damaged parcels that were on the no-compensation list.
0:10:17 > 0:10:20Although Peter says that's because, in both cases,
0:10:20 > 0:10:22the goods were, in fact, lost altogether.
0:10:24 > 0:10:27So, if you want to send a fragile package by courier,
0:10:27 > 0:10:31what should you do to ensure that it arrives in one piece?
0:10:31 > 0:10:34David Stubbs is a postal sector expert.
0:10:34 > 0:10:37They've got to do things quickly and cheaply
0:10:37 > 0:10:39and they can't do it with the same sort of individual care
0:10:39 > 0:10:44and attention that you might need for your type of package or parcel.
0:10:44 > 0:10:47I would pick up the phone and talk to some of the senior people
0:10:47 > 0:10:51from these companies and say, "Look, I'm trying to do this,
0:10:51 > 0:10:56"I want to use you, can you adapt your service in a way that suits me?"
0:10:57 > 0:11:00But Peter remains frustrated that the courier companies
0:11:00 > 0:11:03he's dealt with aren't all they're cracked up to be.
0:11:03 > 0:11:07They've got to start treating people's parcels with respect,
0:11:07 > 0:11:09deliver them as they would their own.
0:11:15 > 0:11:17If you buy a TV, a washing machine
0:11:17 > 0:11:19or, indeed, pretty much any electrical item
0:11:19 > 0:11:21from most of the big-name stores,
0:11:21 > 0:11:23chances are you'll also be offered
0:11:23 > 0:11:25what's known as an extended warranty.
0:11:25 > 0:11:28And it can really feel very hard to say no
0:11:28 > 0:11:31when the salespeople are doing their very best to convince you
0:11:31 > 0:11:35that you really do need to pay that little bit extra to buy yourself
0:11:35 > 0:11:39peace of mind, just in case your new purchase unexpectedly breaks down.
0:11:39 > 0:11:43So, the question is, is it worth taking out a warranty?
0:11:43 > 0:11:45And if you decide that the answer's yes,
0:11:45 > 0:11:47how long is it worth signing up for?
0:11:47 > 0:11:51Because as our next case found out, knowing when to draw the line
0:11:51 > 0:11:54could actually save you hundreds of pounds.
0:11:57 > 0:12:01Doting grandma Patricia Lee from Gravesend is just
0:12:01 > 0:12:02one of the people to tell us
0:12:02 > 0:12:06that they've been left questioning the point of an extended warranty,
0:12:06 > 0:12:09though she and partner Patrick have had quite a few of them.
0:12:09 > 0:12:13Ten years ago, they splashed out on a brand-new fitted kitchen.
0:12:13 > 0:12:17And when the washing machine, cooker and dishwasher's standard guarantees
0:12:17 > 0:12:19eventually came to an end,
0:12:19 > 0:12:23they decided to take out extended warranties to cover them.
0:12:23 > 0:12:27We decided it would be in our best interest and prudent
0:12:27 > 0:12:33to take out extended warranties, so that we could relax
0:12:33 > 0:12:35and know that, if something went wrong,
0:12:35 > 0:12:36somebody would come and fix it
0:12:36 > 0:12:39and that was what we wanted, that's what we were paying for.
0:12:39 > 0:12:42Over the years, Patricia and Patrick have paid out
0:12:42 > 0:12:46over £1,500 to cover those kitchen warranties.
0:12:46 > 0:12:49But there was a good reason why they were doing it.
0:12:49 > 0:12:54Patricia has multiple sclerosis and Patrick cares for her full-time.
0:12:54 > 0:12:57So, they depend on everything working properly, while having
0:12:57 > 0:13:01the security of knowing that they'll be covered if anything goes wrong.
0:13:01 > 0:13:04And bar a few minor repairs along the way,
0:13:04 > 0:13:08it was ten years before one of their appliances needed serious attention.
0:13:08 > 0:13:12I smelt a funny smell and thought something was burning
0:13:12 > 0:13:16so, to avoid hollering down the stairs,
0:13:16 > 0:13:20I rang him on the mobile phone, and said, "Are you burning something?"
0:13:20 > 0:13:24and he said, "No, don't worry, it's the dishwasher."
0:13:24 > 0:13:26He said, "It's turned it off now
0:13:26 > 0:13:29"and I've opened the doors and the windows."
0:13:29 > 0:13:32After four years of paying for the dishwasher's
0:13:32 > 0:13:34extended warranty every single month,
0:13:34 > 0:13:38the couple were confident it would now do the job it was there for.
0:13:39 > 0:13:41And over the next few weeks,
0:13:41 > 0:13:44the company they had the warranties with, Domestic and General,
0:13:44 > 0:13:48sent round a number of engineers who attempted to fix the fault.
0:13:48 > 0:13:49But they had no success,
0:13:49 > 0:13:53leaving Patricia and Patrick stuck without a working dishwasher.
0:13:54 > 0:13:58It was horrendous because my husband has to do all the shopping,
0:13:58 > 0:14:02all the cooking, all the washing. I'm not able to do that.
0:14:02 > 0:14:07And to expect him to do all the washing-up was just too much.
0:14:07 > 0:14:0937 days after it broke,
0:14:09 > 0:14:13Domestic and General agreed that the dishwasher was beyond repair.
0:14:13 > 0:14:20They had agreed that if that repair was not successful,
0:14:20 > 0:14:23it would be written off and they would supply a new one.
0:14:23 > 0:14:25Patricia and Patrick assumed
0:14:25 > 0:14:27that they wouldn't have to pay for anything.
0:14:27 > 0:14:29But in fact although their warranty did cover
0:14:29 > 0:14:31the replacement of the dishwasher,
0:14:31 > 0:14:35it didn't cover the cost of delivery or connection of the new appliance
0:14:35 > 0:14:37or indeed disposal of the old one.
0:14:37 > 0:14:39They would have to pay extra for all of that,
0:14:39 > 0:14:42plus, of course, keep paying the rest of that year's premiums
0:14:42 > 0:14:43for the warranty.
0:14:43 > 0:14:46I was in tears, to be honest,
0:14:46 > 0:14:51I was so frustrated and so angry, I was in tears.
0:14:51 > 0:14:54Well, over the years, we've spent about £620
0:14:54 > 0:14:59and we could have easily had a new dishwasher with that money,
0:14:59 > 0:15:01had it installed and all the rest of it.
0:15:01 > 0:15:04In the end, the couple came to an arrangement for a cash payment
0:15:04 > 0:15:06from Domestic and General,
0:15:06 > 0:15:09allowing them to buy a new dishwasher from another retailer,
0:15:09 > 0:15:13who even took away their old dishwasher for free.
0:15:13 > 0:15:15Life can be very difficult for me
0:15:15 > 0:15:19and this is the last thing that we needed, really.
0:15:21 > 0:15:25When we asked Domestic and General about Patricia and Patrick's case,
0:15:25 > 0:15:26they told us they were very sorry
0:15:26 > 0:15:28to learn of the couple's dissatisfaction,
0:15:28 > 0:15:30not least because they have been...
0:15:31 > 0:15:35..and the company "has taken pride in the support" they provided.
0:15:35 > 0:15:37They pointed out that...
0:15:39 > 0:15:43..the couple have needed their help in the past, Domestic and General...
0:15:45 > 0:15:47But they went on to say that they...
0:15:48 > 0:15:51..that Patricia and Patrick had to wait so long
0:15:51 > 0:15:54for their dishwasher to be deemed unfixable.
0:15:54 > 0:15:56So, they've not only apologised for that
0:15:56 > 0:15:59but agreed to...
0:16:01 > 0:16:05And they've thrown in a free five-year warranty for it, as well.
0:16:07 > 0:16:09Now, just like Patrick and Patricia,
0:16:09 > 0:16:13many of us will carry on forking out year after year after year
0:16:13 > 0:16:16on cover for those good, old, faithful appliances.
0:16:18 > 0:16:20In fact, we've spoken to one family who, by now,
0:16:20 > 0:16:25have paid a total of over £600 for a warranty on a tumble dryer
0:16:25 > 0:16:27that's 17 years old.
0:16:27 > 0:16:30A replacement would cost just under a third of that.
0:16:31 > 0:16:33All of which, of course, begs the question -
0:16:33 > 0:16:35at what point does a warranty stop
0:16:35 > 0:16:38being something worth bothering about?
0:16:38 > 0:16:42Consumer group Which? looked into the extended warranties market
0:16:42 > 0:16:45recently and came up with a very surprising conclusion.
0:16:45 > 0:16:49Which? doesn't believe that it's worth buying an extended warranty.
0:16:49 > 0:16:51Firstly, you're covered by the law
0:16:51 > 0:16:54if your good breaks down or is faulty.
0:16:54 > 0:16:57Under the Sale Of Goods Act, you've got time to get a refund
0:16:57 > 0:17:01if your washing machine or TV breaks down within four weeks.
0:17:01 > 0:17:06And after that, you're entitled to get it replaced or repaired,
0:17:06 > 0:17:09up to six years, so you've got a lot of protection under the law.
0:17:09 > 0:17:13Secondly, most goods that you buy, such as TVs
0:17:13 > 0:17:15and washing machines, are pretty reliable these days
0:17:15 > 0:17:19and pretty cheap and, therefore, the likelihood that your item
0:17:19 > 0:17:23is going to break down in the first place is relatively low.
0:17:23 > 0:17:25So, think carefully when you're being offered this
0:17:25 > 0:17:28kind of product, whether or not it's the right thing for you.
0:17:30 > 0:17:33But millions of us buy extended warranties every year.
0:17:33 > 0:17:38So how many of us have stopped to work out if it's cost-effective?
0:17:38 > 0:17:40Later in the programme, we'll find out.
0:17:40 > 0:17:43I bought a laptop the other day. The price that you pay for the laptop
0:17:43 > 0:17:45and the warranty for two years, it works out the same.
0:17:45 > 0:17:47You might as well just buy a new one.
0:17:52 > 0:17:56Still to come on Rip-Off Britain... A wedding dress lost on the way
0:17:56 > 0:17:59to the dry cleaners. Who's to blame and how to put it right?
0:18:01 > 0:18:03I don't want the money. I said to her,
0:18:03 > 0:18:06"If I accept the money, I'm saying goodbye to my dress for ever"
0:18:06 > 0:18:11"and it just means so much more to me than being stowed in a loft."
0:18:16 > 0:18:19For one weekend only, we've opened up our pop-up shop,
0:18:19 > 0:18:21this time in the West Midlands.
0:18:21 > 0:18:24Good morning, everybody. How are you?
0:18:24 > 0:18:28Thank you all for coming. The shop is open. In you go.
0:18:30 > 0:18:33'Our team of experts was kept busy giving
0:18:33 > 0:18:37'advice inside the shop, as well as running workshops outside,
0:18:37 > 0:18:41'where travel journalist Alison Rice had this top tip about the best
0:18:41 > 0:18:44'time to buy your travel insurance - and it isn't just before you go.'
0:18:45 > 0:18:49You need to buy your policy just after you've booked your holiday,
0:18:49 > 0:18:52because if you have to cancel the holiday through illness,
0:18:52 > 0:18:57a bad accident, you will be covered for cancellation fees.
0:18:57 > 0:19:03'And along with our legal expert Gary Rycroft, I donned a hard hat, to dish out advice to make sure that
0:19:03 > 0:19:06'when you book any sort of tradesman everything goes to plan.'
0:19:06 > 0:19:09Supposing it does all go horribly wrong,
0:19:09 > 0:19:12how should people set about trying to get things right?
0:19:12 > 0:19:14If it all goes wrong, it's all about evidence,
0:19:14 > 0:19:17so it's being savvy from the outset.
0:19:17 > 0:19:20So, it's a good idea to have a contract that sets out what's
0:19:20 > 0:19:22been agreed between the parties.
0:19:22 > 0:19:24What's the service being provided
0:19:24 > 0:19:27and what are you paying for that service?
0:19:27 > 0:19:31'Back at the shop, Helena Jones came to see financial expert James Daley.
0:19:31 > 0:19:35'Her car keeps having the same fault, so she wants to know how
0:19:35 > 0:19:38'she can get her garage to fix it, once and for all.'
0:19:38 > 0:19:42It revs when I first put it on, it doesn't hold its bite point right.
0:19:42 > 0:19:47It just doesn't drive right. It has been fixed multiple times.
0:19:47 > 0:19:49I'm charged every time to try and fix the problem.
0:19:49 > 0:19:53- Was it brand-new when you bought it? - Brand-new.- How old is it now?
0:19:53 > 0:19:55It is just over five and a half years old.
0:19:55 > 0:19:58How many times do you reckon you've had it in to be fixed?
0:20:00 > 0:20:04- Six, seven, eight times. - It's a recurring problem.
0:20:04 > 0:20:06- It's a recurring problem. - OK. Right, James?
0:20:06 > 0:20:08This sounds like awful story.
0:20:08 > 0:20:12- Firstly, how much have you spent on this?- Hundreds.
0:20:12 > 0:20:16There's a piece of legislation called the Supply Of Goods And Services Act.
0:20:16 > 0:20:19What that says is that if they are making a repair
0:20:19 > 0:20:22they need to do it with reasonable skill and care.
0:20:22 > 0:20:25In this case, given that you've had the same fault happening again
0:20:25 > 0:20:29and again, there's a good case to be made that
0:20:29 > 0:20:31they never repaired it properly in the first place.
0:20:31 > 0:20:34That actually there's something more substantial wrong with the vehicle.
0:20:34 > 0:20:38What you need to do at this point is write them a letter and say,
0:20:38 > 0:20:41"If you don't get this sorted once and for all and refund me
0:20:41 > 0:20:44"that money that I've spent over the last few years, I'm going to
0:20:44 > 0:20:46"take you to the small claims court."
0:20:46 > 0:20:51And make sure you reference the Supply Of Goods And Services Act.
0:20:51 > 0:20:56'Just sending a letter might do the trick, but if not taking a case through
0:20:56 > 0:20:59'the small claims court doesn't have to be expensive.'
0:20:59 > 0:21:02If you're making a claim through the small claims court
0:21:02 > 0:21:07of between £500 and £1,000, it costs you just £60 to do it online.
0:21:07 > 0:21:12I'd say you've got a good chance of getting your money back here
0:21:12 > 0:21:15because they do seem to be in breach of that piece of legislation
0:21:15 > 0:21:18and that's what that piece of legislation was designed to do,
0:21:18 > 0:21:19protect people in your situation.
0:21:19 > 0:21:22- If you manage to get somewhere, will you let us know?- Yes.
0:21:22 > 0:21:26We like to follow through on the programme and just see what results people get.
0:21:26 > 0:21:27Thanks for your time.
0:21:30 > 0:21:35Every year, billions of letters and parcels are sent round the UK,
0:21:35 > 0:21:39so it's perhaps no surprise that some do go missing.
0:21:39 > 0:21:42We can probably accept the risk of an everyday letter getting lost,
0:21:42 > 0:21:45but when it comes to sending a particularly valuable or
0:21:45 > 0:21:49sentimental item, paying more for a courier to hand-deliver them can
0:21:49 > 0:21:53give you the peace of mind that your precious item will arrive safely.
0:21:53 > 0:21:57You'd expect everything to go to plan. But sometimes it doesn't
0:21:57 > 0:22:02and the very thing you paid to keep safe can somehow end up lost for ever.
0:22:05 > 0:22:10'Every bride-to-be searches long and hard for the perfect wedding dress,
0:22:10 > 0:22:13'but Jessica Barnes went that little bit further than most,
0:22:13 > 0:22:16'almost a thousand miles further in fact.'
0:22:17 > 0:22:20We started off with going out to Italy
0:22:20 > 0:22:25and we went to a beautiful wedding dress shop out there.
0:22:25 > 0:22:29Jessica knew what she wanted. But nothing she saw was right.
0:22:29 > 0:22:32We thought we had the image of being in Italy, thinking,
0:22:32 > 0:22:35"Oh, famous for their dresses," and we thought we'd definitely find
0:22:35 > 0:22:38what we wanted there but it was a disaster.
0:22:38 > 0:22:43So it was back home, in a little boutique in Leicester, that Jessica
0:22:43 > 0:22:46was amazed to finally find her dream dress.
0:22:46 > 0:22:51It's the fairy-tale story where everybody says, "You just know," and I did.
0:22:51 > 0:22:55I just totally fell in love with it. Then Mum cried.
0:22:55 > 0:22:58I looked at Mum and she started crying and I said, "That's it,
0:22:58 > 0:23:00"that's definitely the one."
0:23:00 > 0:23:03So you had a wonderful dress, the day dawns,
0:23:03 > 0:23:07you're going put it on, you finally get to wear it - what does it feel like?
0:23:07 > 0:23:09Oh, incredible.
0:23:09 > 0:23:13I never envisaged, having tried it on in the shop, that I would feel
0:23:13 > 0:23:16that special in it. It was just the best feeling in the world.
0:23:16 > 0:23:21The dress was a huge success and their wedding, set beside
0:23:21 > 0:23:24Lake Maggiore in the Italian Alps, was a dream come true for Jessica
0:23:24 > 0:23:26and her new husband Stewart.
0:23:26 > 0:23:29And once the big day and the honeymoon were over,
0:23:29 > 0:23:33Jessica had special plans for what she was going to do with the dress.
0:23:33 > 0:23:36I wanted to have the big train cut off
0:23:36 > 0:23:40and made into a christening gown for any future children we might have.
0:23:40 > 0:23:46Their baby Francesca was born in April, almost two years after the wedding.
0:23:46 > 0:23:48But Jessica had been making plans to turn her dress
0:23:48 > 0:23:52into a christening gown months before she even knew she was pregnant.
0:23:52 > 0:23:58I researched into who would be the best people to dry-clean my dress,
0:23:58 > 0:24:01because it was so specific with the lace.
0:24:01 > 0:24:05I agonised for months over whether to have it done.
0:24:05 > 0:24:09I was scared the lace was going to get damaged.
0:24:09 > 0:24:12After scouring the internet, Jessica finally found a company
0:24:12 > 0:24:16she was happy to trust with her dress - Atlantic Dry Cleaners,
0:24:16 > 0:24:17based in Southampton.
0:24:17 > 0:24:25You make the order online and they arrange for it to be collected from your home address,
0:24:25 > 0:24:28which they informed me will be UPS, which I was more than happy with.
0:24:28 > 0:24:32'As arranged, UPS, who describe themselves as the largest
0:24:32 > 0:24:35'package delivery company in the world, collected the dress
0:24:35 > 0:24:38'and, as far as Jessica knew, took it to the cleaners.'
0:24:38 > 0:24:41At what stage did you realise it hadn't arrived
0:24:41 > 0:24:42and something had gone wrong?
0:24:42 > 0:24:44It was only when I had a phone call
0:24:44 > 0:24:50from the wedding dress dry cleaning company to say that they hadn't received my dress,
0:24:50 > 0:24:54which baffled me because we'd handed it over to UPS,
0:24:54 > 0:24:57so we were really confused by the whole thing.
0:24:57 > 0:25:01They then said to me, "Don't worry we're having another delivery
0:25:01 > 0:25:05"in a few days, hopefully your dress will be there with them then."
0:25:05 > 0:25:08'But the dress wasn't in the next UPS delivery.
0:25:08 > 0:25:12'And Jessica couldn't understand how it could have possibly got lost.'
0:25:12 > 0:25:15Well, a wedding dress isn't a small thing, is it?
0:25:15 > 0:25:18Especially not yours which had that beautiful train,
0:25:18 > 0:25:22so the parcel must have been pretty substantial. How big was it?
0:25:22 > 0:25:27Well, it was a big cardboard box so 3ft by 3ft,
0:25:27 > 0:25:29it was a substantial size,
0:25:29 > 0:25:32it's not something you would expect to go missing.
0:25:32 > 0:25:36Jessica made frantic efforts to track down the dress.
0:25:36 > 0:25:38The cleaning company told her,
0:25:38 > 0:25:40because it had never actually arrived with them,
0:25:40 > 0:25:43all they could do was claim for the loss on their insurance.
0:25:43 > 0:25:45When I was at the absolute end of my tether
0:25:45 > 0:25:47and I didn't know what else to do,
0:25:47 > 0:25:51I wrote to the CEO of UPS and their PA got in contact with me
0:25:51 > 0:25:54and she said she would do everything she could
0:25:54 > 0:25:59to try and get my dress back, or locate my dress.
0:26:00 > 0:26:04Unfortunately, again, that came to nothing
0:26:04 > 0:26:07and she said to me, "To be honest, I think your best thing to do
0:26:07 > 0:26:10"is take up the offer of the wedding dress dry cleaning company."
0:26:10 > 0:26:14The wedding dress dry cleaners had told Jessica their insurance cover
0:26:14 > 0:26:18would only pay out half the original value of the dress -
0:26:18 > 0:26:21standard practice in the industry, as it had already been worn
0:26:21 > 0:26:23and performed its original function.
0:26:24 > 0:26:27Well, in the end they did offer compensation,
0:26:27 > 0:26:30but you're not willing to accept that, are you?
0:26:30 > 0:26:32Absolutely not.
0:26:32 > 0:26:35I feel offering half the value of the dress is just insulting.
0:26:35 > 0:26:38Even if they offered you the full amount that you paid for the dress,
0:26:38 > 0:26:41- would that help?- I don't want the money. I said to her,
0:26:41 > 0:26:44if I accept this money, I'm saying goodbye to my dress for ever
0:26:44 > 0:26:48and it just means so much more to me than being stowed in the loft,
0:26:48 > 0:26:53I wanted it to be made for my daughter and it's gone.
0:26:56 > 0:26:58When we asked UPS for an explanation,
0:26:58 > 0:27:00they told us that they deliver...
0:27:03 > 0:27:05But in this instance they...
0:27:09 > 0:27:12..for which they sincerely apologise.
0:27:13 > 0:27:15They couldn't explain what had happened to the package,
0:27:15 > 0:27:18but did offer Jessica a further goodwill payment
0:27:18 > 0:27:20to try and restore her faith in the company,
0:27:20 > 0:27:22although they understand that...
0:27:26 > 0:27:29For their part, Atlantic Dry Cleaners told us
0:27:29 > 0:27:33they were devastated by the loss of Jessica's dress and that this was...
0:27:39 > 0:27:43They said that they did everything in their power to help find it, but...
0:27:49 > 0:27:53As for compensation, they reiterated their insurers will only offer...
0:27:57 > 0:28:00..a fact which is made clear on their website.
0:28:00 > 0:28:02But in any case, they're satisfied this is...
0:28:07 > 0:28:11None of which is any comfort to Jessica, who can't understand how,
0:28:11 > 0:28:15with all the sophisticated systems courier companies have in place,
0:28:15 > 0:28:19the dress could have gone astray in the first place.
0:28:19 > 0:28:22But industry experts say that, with the number of parcels we send
0:28:22 > 0:28:25continually rising, it's inevitable some will get lost.
0:28:25 > 0:28:27I'd like to think we're all perfect,
0:28:27 > 0:28:29but with the sort of volumes
0:28:29 > 0:28:31that are being moved through these networks,
0:28:31 > 0:28:34inevitably there are going to be errors made.
0:28:34 > 0:28:37There is a statistic that says the claim rate
0:28:37 > 0:28:44for missing and non-delivered goods is between 0.1% and 0.2%.
0:28:44 > 0:28:47That may be a small number, but it's no consolation
0:28:47 > 0:28:49if it's your parcel that goes missing.
0:28:49 > 0:28:53So there is a simple piece of advice to keep in mind
0:28:53 > 0:28:57next time you send a package so that if a courier delivery does go wrong,
0:28:57 > 0:29:01your valuable items stand a better chance of finding their way home.
0:29:01 > 0:29:03My advice, if you're going to use a courier,
0:29:03 > 0:29:07put an address on the inside of the package, not only on the outside,
0:29:07 > 0:29:11just in case it gets lost, that will give you peace of mind.
0:29:11 > 0:29:15Meanwhile, whatever financial solution may finally be agreed for Jessica,
0:29:15 > 0:29:19it won't in any way make up for what she's lost.
0:29:21 > 0:29:25I wore that dress to marry someone who's so very special to me
0:29:25 > 0:29:27and I wanted that to carry on through the family,
0:29:27 > 0:29:32and I wanted my daughter to wear a piece of that dress.
0:29:32 > 0:29:36There's no amount of money that can ever replace the dress.
0:29:44 > 0:29:47Millions of brand-new cars are sold in the UK every year
0:29:47 > 0:29:50and each one comes with a manufacturer's warranty,
0:29:50 > 0:29:52giving you reassurance that,
0:29:52 > 0:29:55should your shiny new motor turn out to have a problem,
0:29:55 > 0:29:57it can be sorted out, if not straightaway,
0:29:57 > 0:29:59then certainly without too much hassle.
0:29:59 > 0:30:02It is one of the things that sets apart getting a new car
0:30:02 > 0:30:05from buying one that's second-hand.
0:30:05 > 0:30:07But warranties are not always as clear cut
0:30:07 > 0:30:10as you might expect them to be and while it may seem obvious to you
0:30:10 > 0:30:13that the manufacturer should put things right,
0:30:13 > 0:30:17you could find that it's not so straightforward.
0:30:21 > 0:30:23Gas engineer Nick Docherty has been running
0:30:23 > 0:30:26his own heating and plumbing business since early 2012.
0:30:26 > 0:30:29And from the off, he was keen to make the right impression.
0:30:30 > 0:30:34The way I see it is, if someone sees me pull up in a nice, new,
0:30:34 > 0:30:37clean-looking van, it says a lot about you.
0:30:37 > 0:30:40It shows that you take pride in your work.
0:30:41 > 0:30:46Nick had spent almost £16,000 on a brand-new Vauxhall Vivaro
0:30:46 > 0:30:47which he immediately customised
0:30:47 > 0:30:50by putting his business details on the side.
0:30:51 > 0:30:55When I turned up on the jobs, I was proud of the company
0:30:55 > 0:30:58that I'd developed and things were looking bright.
0:30:58 > 0:31:01I had a baby on the way, everything was going well.
0:31:01 > 0:31:04So Christmas 2013 was going to be a good one.
0:31:04 > 0:31:07Nick's business was doing well and his girlfriend, Naomi,
0:31:07 > 0:31:09was eight months pregnant.
0:31:09 > 0:31:14I was just really happy. Harry were on his way and it were good.
0:31:14 > 0:31:19But on the night of the 30th of December, all that changed.
0:31:19 > 0:31:23Because I couldn't sleep, I noticed some flickering outside,
0:31:23 > 0:31:25well, on the window.
0:31:25 > 0:31:29So I opened the curtains and seen Nick's van on fire.
0:31:29 > 0:31:33The distress that was in her voice, it just was a panic.
0:31:33 > 0:31:37I seen the flames coming from the top of the van.
0:31:37 > 0:31:41First thing I did was run downstairs, first instinct.
0:31:41 > 0:31:44Naomi called 999 as Nick tried to put the flames out
0:31:44 > 0:31:47with his own fire extinguisher, but to no avail.
0:31:47 > 0:31:50By this time, the flames were getting out of control.
0:31:51 > 0:31:55The fire service arrived quickly, but when the flames had been put out,
0:31:55 > 0:31:57it was obvious that the engine was ruined.
0:31:57 > 0:31:59The first thing that you think
0:31:59 > 0:32:03when you see your van on fire is, "Who's done this?"
0:32:03 > 0:32:08I was just annoyed and angry and a load of mixed emotions,
0:32:08 > 0:32:10just thinking, "How has this happened?"
0:32:11 > 0:32:14The fire service said the fire had started of its own accord,
0:32:14 > 0:32:16but they suggested
0:32:16 > 0:32:19it could have been something to do with the vehicle's electrics
0:32:19 > 0:32:21so with no sign of foul play,
0:32:21 > 0:32:24Nick tried to claim under Vauxhall's warranty.
0:32:24 > 0:32:27But it wasn't as easy as he'd anticipated.
0:32:27 > 0:32:30The days started turning into weeks and,
0:32:30 > 0:32:35with her being in the late stages of pregnancy, it was a worry for us.
0:32:35 > 0:32:40Baby Harry was born in February and whilst Nick and Naomi started to
0:32:40 > 0:32:45get used to life as parents, Nick was still trying to get his van fixed.
0:32:46 > 0:32:50Vauxhall just said that they couldn't look at it until
0:32:50 > 0:32:55the insurance had looked at it, but then, as soon as they had done,
0:32:55 > 0:32:59they would be in contact and arrange for it to be looked at.
0:33:01 > 0:33:04Nick called his insurer who commissioned a full inspection
0:33:04 > 0:33:08and concluded that the fire was of an electrical nature.
0:33:08 > 0:33:11So, again, Nick was confident that Vauxhall would sort the van out
0:33:11 > 0:33:13under his warranty.
0:33:13 > 0:33:16I thought that as soon as it was identified
0:33:16 > 0:33:20that it wasn't malicious, then that's when Vauxhall would step in.
0:33:20 > 0:33:21But that wasn't to be.
0:33:21 > 0:33:24They just kept coming back with the same answer -
0:33:24 > 0:33:28unless we could identify the exact component that started the fire,
0:33:28 > 0:33:31then they are not willing to get involved.
0:33:31 > 0:33:35Vauxhall said the report didn't go far enough.
0:33:35 > 0:33:38They needed to see supporting evidence from a much more
0:33:38 > 0:33:42detailed forensic inspection to identify for certain
0:33:42 > 0:33:44which part had started the fire.
0:33:44 > 0:33:47But given the state that the van was in,
0:33:47 > 0:33:50Nick had no idea how he could go about doing that.
0:33:52 > 0:33:57- I think that component is probably a cloud of smoke somewhere.- Yeah.
0:33:57 > 0:34:00Yeah, it's definitely all melted, you'll not find anything.
0:34:02 > 0:34:04Instead of claiming under his warranty,
0:34:04 > 0:34:08Vauxhall recommended that Nick claim on his insurance.
0:34:08 > 0:34:10But Nick's insurance company told him that, because the van
0:34:10 > 0:34:15was 11 months old, they would not pay the cost of a brand-new replacement.
0:34:15 > 0:34:19In fact, he would only get 13,000 as a settlement.
0:34:19 > 0:34:22But Nick was frustrated that this would leave him out of pocket,
0:34:22 > 0:34:25especially as claiming on his insurance would also
0:34:25 > 0:34:28wipe out his no-claims bonus and push up his premiums.
0:34:30 > 0:34:34I've worked up my no-claims bonuses and I don't see why
0:34:34 > 0:34:39I should have to up my premium for a fault that is somebody else's.
0:34:39 > 0:34:41I want a brand-new van back.
0:34:41 > 0:34:44I want what I've lost and that isn't being offered to me.
0:34:45 > 0:34:49At the end of the day, it's somebody's fault and it's not mine.
0:34:50 > 0:34:53Nick and Naomi feel stuck.
0:34:53 > 0:34:55The insurance offer is still on the table,
0:34:55 > 0:34:59but taking it would mean that Nick's business would lose over £2,500.
0:34:59 > 0:35:01That's a lot for a small firm.
0:35:01 > 0:35:07It's a mess. Look at your writing. It's disgusting.
0:35:09 > 0:35:12Their only hope was providing Vauxhall with
0:35:12 > 0:35:14the proof that they'd asked for.
0:35:14 > 0:35:18How can Vauxhall expect you to find the exact component
0:35:18 > 0:35:20that started the fire when it's like that?
0:35:20 > 0:35:25Every single part underneath that bonnet is melted or destroyed.
0:35:25 > 0:35:28After four months, Nick's insurance company
0:35:28 > 0:35:31did conduct a more detailed inspection of the van.
0:35:31 > 0:35:34But this one just muddied the waters further concluding that,
0:35:34 > 0:35:37although an electrical fault couldn't be ruled out,
0:35:37 > 0:35:41it was unlikely to be the cause of the fire.
0:35:41 > 0:35:43In fact, this report found no positive proof at all
0:35:43 > 0:35:45about what had caused the damage,
0:35:45 > 0:35:48which leaves Nick in a tricky position.
0:35:48 > 0:35:52While he firmly believes it must be down to a fault with the vehicle,
0:35:52 > 0:35:55both the insurer and the manufacturer are adamant
0:35:55 > 0:35:57that there is no proof of this,
0:35:57 > 0:36:00and that means the damage can't be covered by the warranty.
0:36:04 > 0:36:06Nick's insurance company didn't want to comment,
0:36:06 > 0:36:10but Vauxhall told us that a more detailed report had been
0:36:10 > 0:36:12required because the first one was...
0:36:14 > 0:36:17..and though that had suggested that the fire was electrical,
0:36:17 > 0:36:19there was no in-depth electrical inspection
0:36:19 > 0:36:21to support that allegation.
0:36:24 > 0:36:25The company added that,
0:36:25 > 0:36:29though it takes all vehicle fires extremely seriously...
0:36:35 > 0:36:38..and when they happen at night when a vehicle is parked,
0:36:38 > 0:36:39they are most likely...
0:36:42 > 0:36:45Vauxhall went on to explain that it's normal practice
0:36:45 > 0:36:47for the insurance company to inspect the vehicle
0:36:47 > 0:36:51and only contact the manufacturer if they suspect the cause...
0:36:53 > 0:36:57In this case, the insurer raised no such concern so there was
0:36:57 > 0:37:00no reason to think it was an issue that the warranty would cover.
0:37:04 > 0:37:06Nick's experiences are a reminder that
0:37:06 > 0:37:09although the idea of a warranty sounds like a simple concept,
0:37:09 > 0:37:12in fact, it can be a lot more complicated
0:37:12 > 0:37:17and though he remains unhappy, he now feels he has no choice
0:37:17 > 0:37:21but to accept the insurer's offer.
0:37:21 > 0:37:25I put a lot of money into getting this van to give the business
0:37:25 > 0:37:30the right kind of image and it's just ended up costing me so much
0:37:30 > 0:37:35and the only bit of money that I had was money that my grandma left me
0:37:35 > 0:37:39and we had planned with that money to buy a house,
0:37:39 > 0:37:42to put a deposit on a house and now we're not able to do that.
0:37:49 > 0:37:53Earlier in the programme, we looked into extended warranties.
0:37:53 > 0:37:56Every year, millions of us buy one to protect our appliances
0:37:56 > 0:37:59'and gadgets, but how many of us really consider
0:37:59 > 0:38:02'whether they're going to be worth it?'
0:38:02 > 0:38:06- Did you think about taking out any kind of extra warranty?- No.- Why not?
0:38:06 > 0:38:09Because I think it is a fix, really.
0:38:09 > 0:38:13Too expensive and you can probably buy a new one by the time
0:38:13 > 0:38:16you have bought the warranty.
0:38:16 > 0:38:20I have just taken a guarantee out on my cooker.
0:38:20 > 0:38:24- Can I ask you how much you paid? - I think it was about £70.
0:38:24 > 0:38:26And do you think that's good value?
0:38:27 > 0:38:30If something goes wrong with the cooker, then these days, with
0:38:30 > 0:38:37somebody coming out, you're looking at £40 or £50, just for the trip,
0:38:37 > 0:38:39so yes.
0:38:39 > 0:38:41But even if you think a warranty sounds like it's worth it,
0:38:41 > 0:38:45how likely is it that your white goods will actually break down?
0:38:45 > 0:38:49A brand-new dishwasher only has a 14% chance of breaking down
0:38:49 > 0:38:53in the first six years. And your washing machine, a 19% chance.
0:38:53 > 0:38:54The washing machine,
0:38:54 > 0:38:59about £18 for an extra warranty which would cost you £106 in total
0:38:59 > 0:39:03over six years when a new washing machine will cost you 250 quid.
0:39:03 > 0:39:05- Which would you rather go for?- The brand-new one.
0:39:05 > 0:39:08I'd just buy a brand-new one because it would last another six years
0:39:08 > 0:39:11rather than get that one fixed and it might break down again.
0:39:11 > 0:39:15If my washing machine broke down, I would just get a new one.
0:39:15 > 0:39:19But even so, around 12.5 million of us
0:39:19 > 0:39:21have bought extended warranties in the last three years.
0:39:21 > 0:39:25In 2012, the Office of Fair Trading found that, by and large,
0:39:25 > 0:39:28the salespeople trying so hard to flog them
0:39:28 > 0:39:31don't actually give consumers enough information,
0:39:31 > 0:39:33making it hard for them to decide for sure
0:39:33 > 0:39:35whether the warranty is worth it.
0:39:35 > 0:39:39Consumer group Which? visited shops to see just how warranties are sold
0:39:39 > 0:39:43and often received advice that was confusing or wrong.
0:39:43 > 0:39:47When we visited one of the retailers, we were told that,
0:39:47 > 0:39:50if you have a big party in your kitchen and somebody rips the door
0:39:50 > 0:39:51off your washing machine,
0:39:51 > 0:39:53you will be covered under your extended warranty.
0:39:53 > 0:39:55This is simply not the case.
0:39:55 > 0:39:59Most extended warranty policies do not cover you for accidental damage.
0:39:59 > 0:40:01There are lots of exclusions in extended warranties
0:40:01 > 0:40:03that people may not know about.
0:40:03 > 0:40:05Many of them certainly won't cover wear and tear
0:40:05 > 0:40:07and they don't cover fire and theft.
0:40:07 > 0:40:10When we mystery-shopped a lot of retailers,
0:40:10 > 0:40:12we weren't being given this information.
0:40:12 > 0:40:14But if you still want the peace of mind
0:40:14 > 0:40:18that your goods are protected, what else can you do?
0:40:18 > 0:40:21A good alternative to an extended warranty would be to cover
0:40:21 > 0:40:24the goods you have purchased under your home insurance.
0:40:24 > 0:40:26This may increase your premiums a little bit,
0:40:26 > 0:40:29but it should be far cheaper than purchasing an extended warranty
0:40:29 > 0:40:32and you will be covered for accidental damage
0:40:32 > 0:40:35if it does occur to the thing you have bought.
0:40:38 > 0:40:40Here at Rip-Off Britain,
0:40:40 > 0:40:44we're always ready to investigate more of your stories on any subject.
0:40:44 > 0:40:46Are you confused over your bills,
0:40:46 > 0:40:49or just trying to wade through never-ending small print?
0:40:49 > 0:40:53It's very frustrating because it makes what should be
0:40:53 > 0:40:54a quite simple job a lot more complicated
0:40:54 > 0:40:58and I think some people just give up and so they don't get the best deal.
0:40:58 > 0:41:01Maybe you're unsure what to do when you discover you've lost out
0:41:01 > 0:41:06and that so-called great deal has ended up costing you money?
0:41:06 > 0:41:08People are buying into this, I did.
0:41:08 > 0:41:12And are they going to be as awkward with them as they were with me?
0:41:12 > 0:41:15You might have a cautionary tale of your own and want to share
0:41:15 > 0:41:17the mistakes you made with us.
0:41:17 > 0:41:20It upsets me an awful lot because, you know, I'm...
0:41:20 > 0:41:25I'm retired and I begrudge having to pay that kind of money out.
0:41:27 > 0:41:28You can write to us at...
0:41:36 > 0:41:37..or you can send us an e-mail to...
0:41:41 > 0:41:47Remember that the Rip-Off team is ready and waiting to investigate your stories.
0:41:51 > 0:41:55You know, it's impossible to tell when something's going to go wrong,
0:41:55 > 0:41:58so it's very understandable that you might want the peace of mind
0:41:58 > 0:42:01that you won't have to foot the bill if the worst happens.
0:42:01 > 0:42:04But as we've seen in the programme, when it comes to warranties,
0:42:04 > 0:42:08- it really pays to read... - ALL: The small print.
0:42:08 > 0:42:10..and make sure you've got the right cover.
0:42:10 > 0:42:13Because if you don't, you could end up paying over the odds
0:42:13 > 0:42:16to be insured against just a small handful of eventualities,
0:42:16 > 0:42:18then find you've got no cover at all.
0:42:18 > 0:42:21Or, worse still, end up paying more for the warranty
0:42:21 > 0:42:24than the product it covers is actually worth.
0:42:24 > 0:42:27Which certainly would not be a good use of anybody's money!
0:42:27 > 0:42:31But I'm afraid that is all we've got time for today.
0:42:31 > 0:42:35But you can find much more about today's programme on our website...
0:42:37 > 0:42:40And that's also where you'll find the address
0:42:40 > 0:42:43and any other information you need to send us your stories
0:42:43 > 0:42:45and please do keep them coming in,
0:42:45 > 0:42:48because it could well be that it's yours that we're going to be
0:42:48 > 0:42:50investigating on our very next programme next time.
0:42:50 > 0:42:53And until then, from all of us, goodbye.