:00:11. > :00:17.Vodaphone, don't believe the prices, Virgin Media, don't believe the ads.
:00:17. > :00:22.Shell, you won't believe the loyalty scheme. Plus, Starbucks,
:00:22. > :00:26.NatWest and more sons, and the truth about Fairtrade chocolate
:00:26. > :00:36.will leave a bitter taste. It is Watchdog, the programme you can't
:00:36. > :00:47.
:00:47. > :00:52.afford to miss. Hello, good evening, welcome to
:00:52. > :00:57.Watchdog, we're live, as usual, from Television Centre. Tonight,
:00:57. > :01:01.Vodaphone, O2, if your mobile is stolen, beware. I was phoning them,
:01:01. > :01:06.distraught, I had this massive bill, I was seven months pregnant, I was
:01:07. > :01:13.pleading, please, can't you help me. They didn't really try to help me.
:01:13. > :01:18.Also the Shell loyalty scheme drive 13 though miles and get �10, some
:01:18. > :01:24.reward. Cadbury, Mars and Nestle, the Fairtrade label, but the non-
:01:24. > :01:27.Fairtrade ingredients, how fair is that. Virgin Media, the truth about
:01:27. > :01:31.its broadband speeds, not so fast, you say.
:01:31. > :01:36.Trouble with your broadband, or any problems with your PC, maybe call
:01:36. > :01:42.in a computer repair company. The trouble is, you might end up with
:01:42. > :01:45.this one, which has been interesting approach to customer
:01:45. > :01:50.complaints. Log on to the company that have
:01:50. > :01:53.been overcharging for repair, losing customer s' data, and
:01:53. > :01:59.selling hard drives containing other people's personal information.
:01:59. > :02:05.This IT crowd would be funny, if it wasn't so serious.
:02:05. > :02:09.First, O2, Orange, Vodaphone, all battling for your business, if your
:02:09. > :02:14.phone gets stolen, they are unwilling to help. If thieves steal
:02:14. > :02:20.your debit card, your bank is liable for the loss, if thieves
:02:20. > :02:25.steal your mobile, you are on your own, the bill could be thousands.
:02:25. > :02:28.Bill-shock, that is the term the industry uses when you receive a
:02:28. > :02:31.bill uncommonly high. One of the reasons, someone stealing your
:02:31. > :02:34.phone, and running up huge amounts calling numbers in the UK and
:02:34. > :02:39.abroad. You may not be at fault, but the companies will still make
:02:39. > :02:44.you pay. Meet Rob, he usually spends around �50 a month with
:02:44. > :02:50.Orange, after his phone was stolen, he received a shock-bill for nearly
:02:50. > :02:56.25-times that amount. When I eventually spoke to Orange, I found
:02:56. > :02:59.my phone bill had gone to over �1 though, the people who had stolen
:02:59. > :03:04.it had made calls to Algeria and France. They are holding me
:03:04. > :03:10.responsible for those calls. had never failed to make calls to
:03:10. > :03:14.Algeria before, but they failed to spot the unusual activity on his
:03:14. > :03:19.account. He was targeted by fraudsters. The fraud will take
:03:19. > :03:24.place within hours of your SIM card or phone is stolen. They will carry
:03:24. > :03:28.on until they are stopped. Traditionally thieves made money by
:03:28. > :03:32.selling your phone on to someone else. But increasingly organised
:03:32. > :03:36.gangs set up premium rate phone lines and use your phone to call
:03:36. > :03:41.them repeatedly. That makes them big money at your expense.
:03:41. > :03:44.According to police figures, more than 250,000 mobiles are stolen
:03:44. > :03:49.each year, it is a big problem for customers, but not the big
:03:49. > :03:53.companies themselves. Unlike banks who take the financial hit, for
:03:53. > :03:57.fraudulent transactions on your debit card, these companies are not
:03:57. > :04:00.legally liable. If thieves steal your phone, the bills they run up
:04:00. > :04:04.are your's. The mobile companies say they try
:04:04. > :04:07.to minimise your chances of getting a shock-bill, after your phone has
:04:07. > :04:17.been stolen. They will only charge for calls that are made before they
:04:17. > :04:22.
:04:22. > :04:25.What is your policy on lost or stolen phones? Would I be
:04:25. > :04:31.responsible for the charges? You would only be charged for
:04:31. > :04:34.whatever calls you have made before you give us a call to block it.
:04:34. > :04:39.Unfortunately,ing to actually -- managing to speak to your mobile
:04:39. > :04:46.company isn't always possible. As Rob found out. I immediately tried
:04:46. > :04:51.to phone Orange, and was on hold for 20 minutes, I made five or six
:04:51. > :04:55.attempts to call Orange, but never made it through because of the time
:04:55. > :04:59.I was on hold. Contacting your provider outside the UK is even
:04:59. > :05:05.more difficult. Ask Susan. She usually spends �30 a month with
:05:05. > :05:10.Vodaphone, her shock bill, more than �1500. Susan's SIM card was
:05:10. > :05:13.stolen while on holiday in a remote part of the Philippines, unable to
:05:13. > :05:18.call Vodaphone, she tried to make contact via the Internet.
:05:18. > :05:23.website was down, they couldn't let me log in, I used one of their web
:05:23. > :05:28.forms for contacting them. I got a response a few hours later, saying
:05:28. > :05:32.I could replace the SIM for �5, if I went to a local Vodaphone store.
:05:32. > :05:38.I replied to that response, and said you have missed the point, I
:05:38. > :05:41.have lost the SIM, please stop this phone, immediately. Vodaphone later
:05:41. > :05:45.claimed they didn't receive Susan's web form, even though they replied
:05:46. > :05:51.to it. The thieves went on to run up �1500 worth of charges, but the
:05:51. > :05:54.bill is all her's. I haven't got that sort of money. You know, I am
:05:54. > :05:59.getting to an age when I will be retiring, I can't afford to have
:05:59. > :06:02.that sort of debt. Mobile companies say you must report a theft to them,
:06:02. > :06:05.otherwise there is no proof to say you are not the one who is running
:06:05. > :06:11.up the charges. What if you report it to the police, surely that's
:06:11. > :06:15.sufficient proof that it's been taken? Well not sufficient for O2,
:06:15. > :06:22.they sent Laurie a shock bill after her mobile was stolen in South
:06:22. > :06:25.Africa. The total, more than �5,600. I tried to phone O2 to report the
:06:25. > :06:29.phone as stolen, but unfortunately I didn't get through. So the next
:06:29. > :06:34.day I went to the Police Station and I reported it to the police.
:06:34. > :06:37.Despite this, O2 insist that Laurie is still label for the charges.
:06:37. > :06:41.That is because she didn't report the theft to them, until she was
:06:41. > :06:45.back in Britain. I looked into the bill and I could see that whoever
:06:45. > :06:49.had taken the phone had been speaking to countries in Africa
:06:49. > :06:54.that I have never been to. He had literally been speaking for 50
:06:54. > :06:58.hours. Like the other mobile phone companies, O2 do have systems to
:06:58. > :07:02.monitor unusual usage like this. So why didn't they take action to stop
:07:02. > :07:06.it? When you are roaming in a different country, you need to
:07:06. > :07:12.realise the data takes some time to come back from that country to your
:07:12. > :07:16.home network, for them to analyse the data and to review it. Unlike a
:07:16. > :07:20.credit card, which is authorised at the point of sale, which may take
:07:20. > :07:23.one or two minutes to do, if you were abroad. In the mobile phone
:07:23. > :07:28.industry, we allow calls to take place first, and then look at the
:07:28. > :07:31.data afterwards. Despite the clear evidence that
:07:31. > :07:36.Laurie's excessive charges were run up after she reported the theft to
:07:36. > :07:40.police, O2 haven't stopped pursuing her. They reduced the bill by half,
:07:40. > :07:48.but have since added on early disconnection fees and legal costs,
:07:48. > :07:52.that means she still owes �3,700. was phoning them, distraught, I had
:07:52. > :07:56.this massive bill, I was seven months pregnant, I was pleading,
:07:56. > :08:01.you know, please, can't you help me, I can't pay this bill, I don't have
:08:01. > :08:05.any money. You know, they didn't really try and help me. They just
:08:05. > :08:10.tried to scare me with these horrible letters saying, debt
:08:10. > :08:14.recovery is coming, you have to owe us this, you owe us that. It was
:08:14. > :08:20.just not necessary. With phone theft increasing, the mobile
:08:20. > :08:24.companies are coming under pressure to reduce called bill shock. The
:08:24. > :08:28.industry regulator Ofcom wants them to study the customer's usage more
:08:28. > :08:31.closely, looking for signs of fraudulent activity. It is also
:08:31. > :08:35.considering introducing a limit on the amount of money for which a
:08:35. > :08:40.customer can be held liable. Until the regulations change, it is up to
:08:40. > :08:46.the individual companies to decide whether they help us or not.
:08:46. > :08:53.And judging by the experiences of Rob, Susan and Laurie, the chances
:08:53. > :08:57.of getting any help are slim. Everything Everwhere, the new name
:08:57. > :09:02.for Orange, since the merger with T-Mobile, says it sympathises with
:09:03. > :09:09.Rob Weetman, the customerer who spent two weeks trying to report
:09:09. > :09:13.the phone stolen, and has offered receipts illusion. It says it has
:09:13. > :09:16.tough -- resolution. Vodaphone says there was a delay in Susan Wilkins
:09:16. > :09:24.making contact, but it does acknowledge there was a degree of
:09:24. > :09:29.confusion. It offered her another 20% reduction, taking the bill down
:09:29. > :09:33.to �800. O2 said it proactively blocked Lori Parsons's account when
:09:33. > :09:37.they suspected her account was lost or stolen. They said it had no
:09:37. > :09:40.contact from her until two weeks later. It has cleared her account
:09:40. > :09:44.of any outstanding amount and apologised for any inconvenience.
:09:44. > :09:54.If would you like to comment on that, here is IRA minder of how to
:09:54. > :10:00.
:10:00. > :10:05.do so. A �5,000 bill written off, we can
:10:06. > :10:10.call that a result. Coming up, Dairy Milk, Kit Kat, Maltesers, you
:10:10. > :10:14.might find this news hard to follow. I think consumers are misled by the
:10:14. > :10:19.labelling at the moment. They believe the labelling represents
:10:19. > :10:29.the fact of a Fairtrade cocoa beans in the bar, and that may not be
:10:29. > :10:34.
:10:34. > :10:38.true at all. I think I have just sent a tweet.
:10:38. > :10:42.We remainly tech on rogue traders. If this machine plays up, one firm
:10:42. > :10:46.shake it is OK again. If it was a computer, I would have to call
:10:47. > :10:56.someone out. That someone could be the guy you are going to meet
:10:57. > :11:12.
:11:12. > :11:18.When computers were the size of a semi-detatched house, we knew where
:11:18. > :11:22.we stood, they were for men with pebble glasses and white coats, and
:11:22. > :11:28.German avant garde techno groups. The rest of us made do with a
:11:28. > :11:33.string and a can and an abacus, and we were happy. Now anybody can be a
:11:33. > :11:38.techy, and I mean anybody. There is somebody there. They will have to
:11:38. > :11:45.wait, we are doing book keeping. Turnover was up 32% in Q2. What do
:11:45. > :11:52.you mean an unexpected error has occurred. The serious point here is
:11:52. > :11:57.that we all rely on our computer, even those running entirely
:11:57. > :12:01.fictional tea shops, when they go wrong, all hell breaks loose.
:12:01. > :12:06.last year my son's new computer started playing up, thinking it was
:12:06. > :12:10.a virus, not covered unthe manufacturer's waranty, we
:12:10. > :12:14.contacted a local computer company. They took the laptop away, and
:12:14. > :12:19.brought it back after three days with the same problem. They charged
:12:19. > :12:23.me �85. Since then, they have refused to give me a refund, I have
:12:24. > :12:28.found out it was a faulty hard drive not a virus, can you help.
:12:28. > :12:31.was charged �135 to reformat my computer, after a day they
:12:31. > :12:36.contacted me, and they refused to return my computer until such a
:12:36. > :12:41.point as I paid for it, by debit or credit card. I was reluctant to do
:12:41. > :12:45.that, as I would like to see my PC working. When they did bring back
:12:45. > :12:49.my computer, they had lost some of my files, it was running a
:12:49. > :12:55.different system. I would like a refund. Personal data missing?
:12:55. > :12:59.Computers held to ransome? It doesn't sound good. And neither
:12:59. > :13:04.does this. Sarah and Miro who live 100 miles apart, thought they were
:13:04. > :13:08.dealing with local business, but the same computer repair company,
:13:08. > :13:18.Click4PC, came out to them both. The company's boss is Yassar Rashid,
:13:18. > :13:23.the HQ is this shop front in Bromsgrove in Worcester. I think it
:13:23. > :13:33.is time to call out Click4PC ourselves. We need to get hold of a
:13:33. > :13:35.
:13:35. > :13:40.ourselves. We need to get hold of a computer and expert. Andrew, used
:13:40. > :13:45.to investigation on a high-level, more of a spook. You have created a
:13:45. > :13:49.fault on the screen, what have you done? All we have done is
:13:49. > :13:54.introduced a second hard drive into the xurter system, that is where it
:13:54. > :13:59.stores all -- computer system, that is where it stores all the files.
:13:59. > :14:06.We have set it to the master drive so, the computer doesn't know where
:14:06. > :14:12.to put the operating system. computer has been confused by outer
:14:12. > :14:15.intelligence. Very exciting. To fix it, this jumper pin needs to be
:14:15. > :14:20.removed, that is easy. How long would you say it would
:14:20. > :14:23.take to fix it? I would say no more than 30 minutes to rectify the
:14:23. > :14:28.fault, that would be typically covered in the normal callout
:14:28. > :14:32.charge. Click4PC, here we come. We have called them out to this
:14:32. > :14:40.bungalow in Redditch, stuffed full of cameras, our silver surfer
:14:40. > :14:44.Joseph is on the phone and in the hide, and Click4PC are about to
:14:44. > :14:53.digally activate the -- digitally activate the doorbell. On the
:14:53. > :14:58.Click4PC website they give us an easy spotter's guide.
:14:58. > :15:03.This would be Alex, having worked in IT since he was 16. Alex brings
:15:03. > :15:06.with him a wealth of experience in hardware and software issues. There
:15:06. > :15:16.are few problems Alex hasn't seen and solved in the past. This should
:15:16. > :15:38.
:15:38. > :15:48.What does Alex do? Not much, just a five-minute inspection, and then...
:15:48. > :15:50.
:15:50. > :15:54.Nothing wrong with that hard drive at all.
:15:54. > :16:02.There is some hard drive noise, that can be quite common, it hasn't
:16:02. > :16:09.affected the function of the affected the function of the
:16:09. > :16:14.computer at all. No it doesn't. The hard drive hasn't failed, and no
:16:14. > :16:20.data is missing, but, according to the Alex, the computer has to be
:16:20. > :16:25.taken away. And that will cost... Ridiculous, hard drives nowadays
:16:25. > :16:35.can be picked up for less than �30. Really? Well, if you are going to
:16:35. > :16:50.
:16:50. > :17:00.Outrageous, outrageous. A new machine for the sake of one simple
:17:00. > :17:04.
:17:04. > :17:07.jumper pin that he could find within 15 minutes. That's a good
:17:07. > :17:12.call Joseph. After which, Alex tells him to expect the computer
:17:12. > :17:16.back in a couple of days. Time to shoot and reboot. That is, back to
:17:16. > :17:20.the studio. And here we are. A bit shocked at
:17:20. > :17:26.what we have been told, and what we have been charged, still, we have
:17:26. > :17:32.now been promised a brand-new hard drive. They will be dropping it off
:17:32. > :17:37.very soon. Let's hope there won't be any more nasty surprises. Next,
:17:37. > :17:40.Cadbury, Nestle, Mars, all putting the Fairtrade logo on some of their
:17:40. > :17:45.biggest chocolate brands. A reassuring label, guarnteeing that
:17:45. > :17:55.the third world farmers that produce the cocoa bean, get a fair
:17:55. > :17:56.
:17:56. > :18:05.deal. Or does it mean that? Britains are the world's biggest
:18:05. > :18:10.consumers of Fairtrade goods, buying �1.2 million pounds worth of
:18:10. > :18:15.billion pound worth of products all year, from vegtables, flowers and
:18:15. > :18:19.chocolate So much of my grocery list is Fairtrade. I would buy them
:18:19. > :18:23.over other products, for ethical reasons. I would think some part of
:18:23. > :18:32.my money is going to help people who are less advantaged. Yes.
:18:32. > :18:36.trust the mark when I see it. demand has fuelled a huge ethical
:18:36. > :18:43.chocolate industry, with some of the biggest names jumping on the
:18:43. > :18:51.bandwagon. Cadbury made a real song and dance when they turned their
:18:51. > :18:58.iconic Dairy Milk bar Fairtrade in 2009. Nestle soon followed suit
:18:58. > :19:08.with Kit Kat, and this summer Mars's Maltesers gained the same
:19:08. > :19:12.certificatation. Great, or is it? think consumers are misled, they
:19:12. > :19:19.believe the labelling means there are Fairtrade cocoa beans in the
:19:19. > :19:23.car, that is not true at all. has criticised the current system
:19:23. > :19:27.that allows manufacturers to mix up ingredients from lots of different
:19:27. > :19:32.sources, including non-Fairtrade ones, yet still label the resulting
:19:32. > :19:36.product as Fairtrade. The result, we can't be sure our favourite bar
:19:36. > :19:41.contains any Fairtrade cocoa beans at all. If you were to buy a
:19:41. > :19:45.Fairtrade banana, you would know that banana came from a Fairtrade
:19:45. > :19:49.farm, and the money would go directly from your pocket to a
:19:49. > :19:53.Fairtrade farmer. With chocolate, cocoa beans within the bar do not
:19:53. > :19:58.have to come from Fairtrade farms themselves. Most of the bean, which
:19:58. > :20:02.the farmers grow, all go into the same spot as the beans from the
:20:02. > :20:07.non-Fairtrade farmers and they are not separately allocated.
:20:07. > :20:11.Mixing cocoa beans in this way, is allowed. You see, if a manufacturer
:20:11. > :20:16.buys 20% of its beans from Fairtrade farms, then it can label
:20:16. > :20:20.20% of its products as such. And the farmers themselves do get all
:20:20. > :20:27.the money they are entitled to. Still, it is confusing, because the
:20:27. > :20:37.fair trade beans are just as likely to end up in your non-Fairtrade
:20:37. > :20:39.
:20:39. > :20:43.barf Galaxy, as they are in your -- barf Gall lax bar of, Galaxy as any
:20:43. > :20:46.other bar. My guest is with me. We have heard
:20:46. > :20:50.the Queen's chocolate man saying people have been misled because
:20:51. > :20:55.they are buying a bar of chocolate, with a Fairtrade logo, but it might
:20:55. > :21:00.not actually have any Fairtrade ingredients, is he right? What you
:21:00. > :21:04.know if you buy a bar of chocolate, that carries the Fairtrade mark,
:21:04. > :21:07.that it is giving a better deal to farmers in developing countries. In
:21:07. > :21:11.the chocolate industry beans get mixed all the time. What we have
:21:11. > :21:16.made sure is that a company who wants to use the mark on its
:21:16. > :21:19.chocolate, has to buy the exact amount of cocoa in Fairtrade terms
:21:19. > :21:23.that it needs for that chocolate bar. That means you can be sure
:21:23. > :21:29.when you buy the bar, 100% of the difference and benefits of
:21:29. > :21:36.Fairtrade are going to the farmers. Nevertheless, if we take this Co-Op
:21:36. > :21:43.bar, 100% is Fairtrade ingredients, it has your logo on it. We take
:21:43. > :21:51.this Nestle Kit Kat, 88% is not Fairtrade ingredients. But they are
:21:51. > :21:56.the same logos, at best a tiny bite might be Fairtrade cocoa beans, but
:21:56. > :22:00.maybe none at all. Do you not think you are devaluing your label by
:22:00. > :22:05.allowing them both to have the same sign on it? I want to be really
:22:05. > :22:09.clear on this. Both companies have had to buy 100% of the cocoa that
:22:09. > :22:13.they use for those bars, on Fairtrade terms. In the case of Kit
:22:13. > :22:19.Kat, 4,000 tonnes they need to produce that Kit Kat, 4,000 tonnes
:22:19. > :22:23.have been bought on Fairtrade terms, that means the farmers in Ivory
:22:23. > :22:28.Coast are receiving the full benefits. That still means, in this
:22:28. > :22:34.bar I'm holding up, there isn't necessarily any Fairtrade cocoa
:22:34. > :22:37.beans. What we know -- What we know people
:22:37. > :22:42.care about most, is does my purchase of the bar make a
:22:43. > :22:49.difference to the farmers? Our system makes sure it does, 100% of
:22:49. > :22:52.what is used to produce the bar has been bought on Fairtrade terms.
:22:52. > :22:57.Some manufacturers mix the beans some don't. We have to make sure
:22:57. > :23:02.that 100% of the beans are Fairtrade and dlefrg 100% of the
:23:02. > :23:07.benefit. That means farmers living in poverty, that need to invest in
:23:07. > :23:12.education, health centre, they are able to do that with the bar you
:23:12. > :23:16.buy. Shouldn't you be tough fare that doesn't contain any of your
:23:16. > :23:20.ingredients? What we want to get to in the long-term, is all of the
:23:20. > :23:24.cocoa that they are purchasing is Fairtrade. That is what you and I,
:23:24. > :23:29.a few years ago one in 100 bars of chocolate sold in the UK was
:23:29. > :23:33.Fairtrade, today it is one in eight. The three big manufacturers
:23:33. > :23:37.mentioned all told us their Fairtrade involvement has delivered
:23:37. > :23:44.significant benefits to the developing world. Cadburys say more
:23:44. > :23:50.than �6 million has been invested back into the Ghanaian communities
:23:50. > :23:54.thanks to Fairtrade. Kit Kat says it has improved farmers' collective
:23:54. > :23:58.future. Mars says it has improved yields and helped social conditions
:23:58. > :24:02.and protected the environment. It is committed to sourcing 100%
:24:02. > :24:08.sustainable cocoa by 2020. There are other chocolate products on
:24:08. > :24:12.sale carrying the same Fairtrade label, that do contain 100%
:24:12. > :24:16.Fairtrade cocoa beans. Check on the website.
:24:16. > :24:20.Virgin Media claims to offer the fastest broadband in the UK, and
:24:20. > :24:25.signed up Usain Bolt, to make sure we got the message. According to
:24:25. > :24:29.the Virgin ads, speed comes first, the truth is, it often comes a
:24:29. > :24:32.distant second. Try to avoid these campaigns
:24:32. > :24:38.recently? You will have been lucky. That is because they are everywhere.
:24:38. > :24:42.On TV, in the papers, and on-line. Virgin's promises seem to differ
:24:42. > :24:46.all the time, which could be because it likes changing its ads,
:24:46. > :24:51.or because it has been forced to. Over the last year-and-a-half, 25
:24:51. > :24:54.of those ads have been banned for either being misleading, or
:24:54. > :24:58.factually incorrect. Now, I have always fancied myself as a bit of
:24:58. > :25:08.an advertising guru, I reckon I could give them a few pointers on
:25:08. > :25:09.
:25:09. > :25:13.how to keep things...100% accurate. Guys, guys, stop, stop, stop, you
:25:13. > :25:20.keep making theseed ands, and they keep getting banned, let's see if
:25:20. > :25:25.we can work out where you are going wrong. Meeting in my room, now.
:25:25. > :25:34.That includes you, big boy! Come on. First up, some of Virgin's speed
:25:34. > :25:39.promises that turned out to be nearly as dodgy as Usain's beard.
:25:39. > :25:42.The ASA banned thised and. Because in some areas it is not the fastest
:25:42. > :25:48.broadband. Thised and was banned for the same reason, and this one,
:25:48. > :25:53.for wrongly claiming that everyone's speeds will be doubled.
:25:53. > :26:01.Customers like Costas know that claim is nonsense. Although his
:26:02. > :26:08.brondband was meant to double to a speedy 100 mgs, he's getting as low
:26:09. > :26:14.as 5 at peak times. I'm not able to do anything on-line from six at
:26:14. > :26:19.night to midnight. People would complain if the electricity company
:26:19. > :26:21.were cutting your electricity after 6.00pm. I thought this is exactly
:26:21. > :26:25.what is happening with my internet. We better change that on the new
:26:25. > :26:29.script. The other thing that you guys
:26:29. > :26:34.people falling down on, you are not being clear about charges. Have a
:26:34. > :26:40.look at this. It says, free for three months, now
:26:40. > :26:44.that isn't exactly true, is it? Well, if they won't answer, let's
:26:44. > :26:50.hear from Linda. She took Virgin up on the three months for free offer,
:26:51. > :26:55.only to get a bill for �16.90. qeried this bill, and they said it
:26:55. > :26:59.was for -- qeried the bill, and they said it was for the line
:26:59. > :27:04.rental. I said nobody told me hi to pay line rental, as far as I was
:27:04. > :27:08.concerned it was free for the first three months. The ASA agreed, and
:27:08. > :27:12.banned theed and for failing to make the line rental charge clear.
:27:12. > :27:16.A straight forward verdict for a straight forward reason. If you are
:27:16. > :27:26.telling somebody it is free for three months, it should be free.
:27:26. > :27:32.Any more dodgy claims? Remember this?, it turns out it wasn't
:27:32. > :27:38.really free, you could only activate the box if you paid a
:27:38. > :27:40.�49.95 installation fee, result? You guessed it. The reason why
:27:40. > :27:44.companies like Virgin Media use small print in their claims, they
:27:44. > :27:48.are trying to get a clear simple message across, small print
:27:48. > :27:51.confuses that. The second reason, actually most consumers don't read
:27:51. > :27:56.the small print. Therefore, they trust that the company won't
:27:56. > :28:00.mislead them with the main claim. What were you guys thinking with
:28:00. > :28:10.thised and, this was banned because the small print was too small to
:28:10. > :28:10.
:28:10. > :28:18.even read? What do you make of it? It is minuscule, as for thised and!
:28:18. > :28:23.Hi, I'm Richard Branson and I want everyone to say hello to a super-
:28:23. > :28:29.fast broadband. You honestly claimed you would get rid of...yes
:28:29. > :28:36.they did, lots of customers fell for it. Like Glyn, whose Virgin
:28:36. > :28:39.service remains plaged by buffering. It affects a lot of things, the
:28:39. > :28:43.movie streaming. If you are making a credit card payment over the
:28:43. > :28:47.Internet, you are not sure if it goes through or not. Also, if my
:28:47. > :28:52.daughter is playing the XBox, it lock up and freezes. It is just
:28:52. > :28:58.impossible to play the games on there. As an ex-computer engineer,
:28:58. > :29:04.Glyn has managed to turn his 3G mobile as a router for his PC, a
:29:04. > :29:09.bit of a pal lava. I'm lucky I have unlimited data, if I hadn't had
:29:09. > :29:14.would have cost me a lot of money. It is unacceptable I have to go to
:29:14. > :29:19.these lengths, considering I have to pay Virgin for a service I'm not
:29:20. > :29:24.getting. The number of claims they have put out would appear to be way
:29:24. > :29:28.above the industry norm. Not only do Virgin not have an excuse of
:29:28. > :29:31.putting up misleading adverts. Nobody has. Because the advertising
:29:31. > :29:40.standards authority provide a free copy advice service, for anyone
:29:40. > :29:47.want to go place aned and to have it checked against the guidelines.
:29:47. > :29:52.We have the perfect advert script, now we have learned from our
:29:52. > :29:57.mistake. We are the fastest in the UK, not in all areas, all the time.
:29:57. > :30:03.What we mean by "goodbye to bufferering" is we would really
:30:03. > :30:06.like to get rid of buffering but haven't yet. Make sure you read the
:30:06. > :30:16.terms and conditions, sometimes there are charges in there we might
:30:16. > :30:18.
:30:18. > :30:23.not have drawn your attention to. Much better, cue Usain! Virgin
:30:23. > :30:26.Media, take what we say with a pinch of salt.
:30:26. > :30:29.Virgin Media say they recognise they sometimes make mistake, and
:30:29. > :30:32.when they do they hold their hands up, and do everything they can to
:30:32. > :30:36.mix the problem. They say their commercials are cleared before
:30:36. > :30:41.broadcast, and they work on scrutiny of broadband advertising.
:30:41. > :30:45.As some rivals don't communicate the speeds the majority of their
:30:45. > :30:55.customers get, they find the authorities' failure to address the
:30:55. > :30:55.
:30:55. > :30:59.issues that matter to customers, is disappointing. They say they offer
:30:59. > :31:05.the fastest, widely available broadband, and deliver the speeds
:31:05. > :31:12.they promised. Still to come, NatWest and its Get Cash app, have
:31:12. > :31:18.thieves been getting their hands on your money. From lands end to John
:31:18. > :31:23.o'Groats, 15 times, that is what you need to get �10 back from Shell.
:31:24. > :31:28.Back to the computer repair company, misdiagnosing faults, overcharging
:31:29. > :31:32.and losing customers' data. They have hit us with a �200 bill for a
:31:32. > :31:37.new hard drive, that we didn't need. Now the computer is returned, we
:31:37. > :31:44.want to see what they have done for their money.
:31:44. > :31:48.We have sent the PC to our expert, who has given it the onceover.
:31:48. > :31:52.Explain what they have done to it, Andrew, clearly? We have had a new
:31:52. > :31:56.hard drive put into the computer system, which is completely
:31:56. > :31:59.unnecessary, when we looked at the drive, it was apparent straight
:31:59. > :32:03.away that there is potentionally illegal software on it, there is a
:32:03. > :32:07.copy of Microsoft Word, registered to a university, for instance,
:32:08. > :32:11.rather than the individual concerned. Well, manningle my
:32:11. > :32:15.mother broad, Click4PC have given us a used hard drive, even more
:32:15. > :32:19.alarming, it contains data belonging to someone else. And not
:32:19. > :32:24.just any old data. When we have taken it a little bit more of a
:32:24. > :32:29.deeper look into the drive, using some forensic software, we have
:32:29. > :32:34.seen it has data on relating to a residential care home, that looks
:32:34. > :32:37.after young adults with learning disabilities. All sorts of very,
:32:37. > :32:40.very sensitive medical records on this computer system. It is
:32:40. > :32:44.important to say, presumably you haven't started going into the
:32:44. > :32:49.detail of that, you are just aware it is there. It is not our place.
:32:49. > :32:55.Not for our eyes at all. Too right. We have since returned
:32:55. > :32:59.the data to the care home it belongs to.
:32:59. > :33:04.It is all very worrying, considering the pledge on the
:33:04. > :33:07.Click4PC website. The one that says "all data services are carried out
:33:07. > :33:12.in a secure environment, ensuring privacy and preventing theft". That
:33:12. > :33:17.is a familiar promise. It also appears on the website of another
:33:17. > :33:22.repair company we have had complaints about, the very simply
:33:22. > :33:28.named Click Computers, also based in the West Midlands. Kelly Goddard
:33:28. > :33:36.called out a Click Computer's engineer, when her PC, the one with
:33:36. > :33:40.all her work and photo of her baby, went kaput He said he could repair
:33:40. > :33:46.it for �120, but as it was five years old I should look at a new
:33:46. > :33:51.one, at a cost of �240 with everything on it. As the company
:33:51. > :33:55.promised to transfer all the files over from the old computer, she
:33:55. > :33:59.agreed to buy the new one. She found it was refurbished, and even
:33:59. > :34:04.worse, there was no sign of her files. I paid for a new one, and
:34:04. > :34:08.none of my data was on there, I searched all the folders, there was
:34:08. > :34:13.nothing. So you are still without your photos of Aaron, your son.
:34:13. > :34:17.I have lost six months of his life, including his first birthday party,
:34:17. > :34:21.which was very important. I'm really upset. I rang the company,
:34:21. > :34:26.they were quite rude to me. And they said that I couldn't have a
:34:26. > :34:32.refund, I wasn't entitled to a refund, because I had to complain
:34:32. > :34:38.within a week, and I said that I had done. But they weren't happy,
:34:38. > :34:42.he just sort of didn't seem to be listening to me, and his attitude
:34:42. > :34:46.was disgusting. Now, we have since discovered two
:34:46. > :34:53.interesting facts about Click Computers. Number one, its website
:34:53. > :34:56.was registered by Amir Rashid, brother of Click4PC's owner, Yassar
:34:56. > :34:59.Rashid. It is currently recruiting for field engineers, we are
:34:59. > :35:04.applying for a job, at least our secret squirrel is.
:35:04. > :35:14.Just come this way, a little bit. A little bit closer. I think he's
:35:14. > :35:18.
:35:18. > :35:22.behind that bush. It is Nutkins, the rogue traders
:35:23. > :35:32.secret squirrel. Come on, I can see you. Come out, we have a job for
:35:33. > :35:38.
:35:39. > :35:43.you. Bring your brief case. Come on. Our bride-eyed and bushy-tailed
:35:43. > :35:50.hopeful is invited to an interview in Birmingham.
:35:50. > :35:54.Customers have been told the boss of Click Computers is called Ian
:35:54. > :36:04.Jenkins, and it is an Ian general kicks who has shown us here. After
:36:04. > :36:05.
:36:05. > :36:10.a four-hour wait we are shown in. This must be him, Ian Jenkins.
:36:10. > :36:14.Rattle my router, it is Yassar Rashid, owner of the other company,
:36:14. > :36:24.Click4PC. He gets straight down to it, explaining how this one
:36:24. > :36:51.
:36:51. > :36:55.Hold on, our man applied to be a field engineer, not a salesman.
:36:55. > :37:05.I think it is your customers who will be depressed after hearing
:37:05. > :37:07.
:37:07. > :37:11.that. Now, for the Lord Sugar moment, you're hired.
:37:11. > :37:18.That word again. Our secret squirrel is all set for a trial.
:37:18. > :37:28.Yassar Rashid- style, what will the verdict be? It is Nutkins's first
:37:28. > :37:33.
:37:33. > :37:38.day at work. He's been hired, despite a complete
:37:38. > :37:43.absence of IF qualifications, without even having to provide a --
:37:43. > :37:49.IT qualifications, without even having to provide a reference. He
:37:49. > :37:59.did wear a costume. Yassar Rashid is planning to send him out to
:37:59. > :38:13.
:38:14. > :38:18.customers' home immediately.S what OK. �120 is the figure to hit every
:38:18. > :38:28.time. That's rule number one, when dealing with customers. So, how
:38:28. > :38:34.
:38:34. > :38:39.Yes, by using fake local addresses, they have managed to get a presence
:38:39. > :38:44.all over the country. As far apart as Yorkshire and Kent. You could
:38:44. > :38:49.call that dishonest, and you would be right. They are also dishonest
:38:49. > :38:53.about names. Remember Ian Jenkins, the called boss? He doesn't exist.
:38:53. > :39:03.Neither does Steve Johnson, the supposed customer services manager.
:39:03. > :39:07.
:39:07. > :39:11.Our man finds out the truth on day two. De-frag my dongle, the Rashid
:39:11. > :39:16.brothers are using fake names. So customers who complain never get to
:39:16. > :39:24.know who is really in charge. Too much computer confusion, I need to
:39:24. > :39:28.turn it off and turn it back on. We will do that in ten minutes,
:39:28. > :39:35.when we see how some of the complaining customers are dealt W
:39:35. > :39:39.we are coming face-to-fais with Yassar Rashid, -- face-to-face with
:39:39. > :39:43.Yassar Rashid, with his lawyers. Loyalty schemes are great to keep
:39:43. > :39:51.you on board and spending. Are those rewards really worth it? What
:39:51. > :39:57.do you think? Loyalty schemes, hundreds of
:39:57. > :40:03.companies offer them, all making promises. But all adding in
:40:03. > :40:08.different terms and conditions. Some customers are confused. Some
:40:08. > :40:15.are downright angry. Which, rather annoyingly, has given the Watchdog
:40:15. > :40:20.team a bright idea. Why don't you go on a road trip,
:40:20. > :40:27.Rick, find out the truth about the loyalty schemes. It will be fun,
:40:27. > :40:33.they said. Probably won't even cover my petrol. Well, at least if
:40:33. > :40:43.I buy it at Morrisons -- I will earn reward points. If I want to
:40:43. > :40:49.get a mere �10 voucher, I need to collect 10,000 points. That's
:40:49. > :40:56.equivalent to �1,400 of Morrisons petrol at today's prices. My reward
:40:56. > :41:03.for staying loyal to Morrisons, just 0.71% cashback.
:41:03. > :41:09.What's the point. If, like me, you want a coffeeen 0 the road, don't
:41:09. > :41:16.count on reward points to fill your cup. Take Starbucks, their old
:41:16. > :41:23.loyalty scheme of simple, put �5 on a pre-paid card and you got free
:41:23. > :41:27.shots and syrups, and money off filter coffee. This is replaced
:41:27. > :41:33.with the Starbucks reward scheme, with two new levels. When you add
:41:33. > :41:38.�5 to the card you become a green member, you then have to buy enough
:41:38. > :41:44.coffee to earn 15stars, you will get a voucher for a free coffee,
:41:44. > :41:49.posted to your address, which expires after 60 days. To get your
:41:49. > :41:56.free shots and syrups back you need to be a gold member, buying enough
:41:56. > :42:00.coffee to earn 50 stars, within a year.
:42:00. > :42:07.Members of the old scheme have been given gold membership for this
:42:07. > :42:12.first year. But, to keep gold state us you have to keep earning 50stars
:42:12. > :42:17.every year. Earn 49 or less -- 50 stars every year, earn 49 or less,
:42:17. > :42:22.when the 12 months is up, you are back to zero and have to start all
:42:22. > :42:27.over again. I'm going back to drinking tea.
:42:27. > :42:33.Disappearing points are a familiar story. Wherever you look. Take
:42:33. > :42:37.resfraunts, nand does -- restaurants, Nando's changed its
:42:37. > :42:42.loyalty system earlier in the year. They had to switch to the new peri-
:42:42. > :42:48.peri system, or they lost all their rewards. The new scheme, eat
:42:49. > :42:54.quickly, to get the full rewards you need to fill up your new card
:42:54. > :42:57.before it expires next February. How much chicken? Once you have
:42:57. > :43:02.battled through the rules and expiry dates, another thing you
:43:02. > :43:07.need to look out for, exclusions, some loyalty schemes have so many,
:43:07. > :43:11.you wonder what is left to collect points on. The one like they run in
:43:11. > :43:17.the Co-Op, stores and services giving you loads of given ways to
:43:17. > :43:22.pick up points. Loads of exclusions too. There is baby milk, stamps and
:43:22. > :43:25.savings schemes, pay points, National Lottery, gift vouchers,
:43:25. > :43:32.instore concessions, newspaper delivery and cigarettes, continuity
:43:32. > :43:35.programmes and prescriptions. Oh, you can earn points on funeral
:43:35. > :43:45.plans, if you die yourself, all your points are cancelled. How,
:43:45. > :43:50.kind! Talking of funerals, here is a place I wouldn't normally be seen
:43:50. > :43:53.dead in, scheming kids, rides that make you feel sick. You couldn't
:43:53. > :43:58.pay me to go to Alton Towers. If you are going to pay yourself,
:43:58. > :44:05.avoid doing it with Nectar points. If you do, you can only buy tickets
:44:06. > :44:11.on the gate on the day. If I spend 500 point, I will get a discounted
:44:11. > :44:16.rate of �85, but if I bought the tickets in advance from the website
:44:16. > :44:22.without points, it is only �67.50, much cheaper, and you don't use up
:44:22. > :44:26.your points. Well, my laugh-a- minute trip is coming to an
:44:26. > :44:30.inevitable end, I will have to fork out for more fuel. Let's try Shell
:44:30. > :44:36.this time, they have to be better value than Morrisons, surely. If I
:44:36. > :44:41.want to get a �10 voucher for Shell, I need 2,000 points. I get one
:44:41. > :44:46.point per litre of regular unleaded. That means I would need to buy
:44:46. > :44:51.2,000ly the Tories get my voucher. An average car uses 103 litres a
:44:51. > :44:59.month. That means I would have to wait almost two years to get my �10.
:44:59. > :45:03.At current prices that will cost me nearly �2,800. Oh well, you don't
:45:03. > :45:06.become a multibillion dollar company by giving money away. I
:45:06. > :45:12.think I will quit playing the piano and join the oil business. That
:45:12. > :45:17.would be rewarding. A lot of responses to Rick's report,
:45:17. > :45:20.I will need some help, standby Annie and Matt. Firstly, Shell say
:45:20. > :45:26.they have given more than �10 million in rewards last year.
:45:26. > :45:31.Members of the Shell Drivers' Club earn more than one point a litre
:45:31. > :45:35.and through various promotions. Morrisons say their reward
:45:35. > :45:39.programme offers better, less complex and more savings than rival
:45:39. > :45:44.schemes. What about Starbucks. Regular customers wanted to be
:45:44. > :45:49.rewarded more than those who visit less often. The new scheme is
:45:49. > :45:56.working with nearly one million registered card holders, and the
:45:56. > :46:01.number using cards to pay increasing by 60%. Nando's, from
:46:01. > :46:09.Matt. We started transferring customers to a simple letter scheme
:46:09. > :46:13.in April, that wasn't as easy as we thought. Customers will be rewarded
:46:13. > :46:18.with the peri-peri chicken they love.
:46:18. > :46:23.Other restaurants specialising in poultry dishes are also available.
:46:23. > :46:29.A couple more to go, the Co-Op says, its exclusions are similar to those
:46:29. > :46:34.operated by other retailers, the plans for funeral arrangements will
:46:34. > :46:38.be revisited. Nectar say the offer at Alton Towers is great value, but
:46:38. > :46:41.they say a small number of people may find it cheap Tory take
:46:41. > :46:43.advantage of the 25% on-line discount. Full responses are on the
:46:43. > :46:51.website. Thanks to all those who have been
:46:51. > :46:55.in touch about that story. Here is a few more.
:46:55. > :46:58.The Get Cash mobile app from NatWest, great idea, great song.
:46:58. > :47:03.But apparently a great opportunity for thieves. The service was
:47:03. > :47:07.introduced in the spring, allowing customers to withdraw money from
:47:07. > :47:11.their current account without a debit card, but it was suspended
:47:11. > :47:14.this week, after some customers found fraudsters had hacked into
:47:14. > :47:19.their accounts, taking hundreds of pounds in separate transactions.
:47:19. > :47:24.NatWest says it will refund them, and has now disabled service while
:47:24. > :47:34.it increases the level of security required. Maybe they will update
:47:34. > :47:37.
:47:37. > :47:42.thated and while they are at it. A fixed contract with Vodaphone,
:47:42. > :47:50.those payments aren't fixed at all, following other companies going
:47:51. > :47:55.back on a promise of keeping prices the same by hiking prices by 2.49%.
:47:55. > :47:59.Millions of customers are affected. They can't do much about t as a
:47:59. > :48:04.clause in the small print says Vodaphone can raise prices on
:48:04. > :48:12.supposedly fixed contracts as long as they don't outstrip inflation.
:48:12. > :48:17.The Telecoms ombudsman says it is investigating the claims. Vodaphone
:48:17. > :48:20.says the price changes are in line with the Retail Price Index when it
:48:20. > :48:26.is seeing rising costs within the business, a business that made
:48:26. > :48:31.rising profits of �9.5 billion. The Office of Fair Trading, normal loo
:48:31. > :48:35.attacks budget airlines for -- normally attack budget airlines for
:48:35. > :48:42.their excessive debit and credit card changes. Now it finds itself
:48:42. > :48:46.on the naughty step, Flybe stopped credit card charges on its request,
:48:46. > :48:50.but Flybe and other rivals are refusing to comply. It describes
:48:50. > :48:56.the current system where airlines can advertise a headline price, but
:48:56. > :49:01.then charge each passenger up to �6 extra a flight is a shambles. It
:49:01. > :49:04.criticised the OFT for not coming down harder. It says it has forced
:49:05. > :49:09.airlines to include extra charges on the advertising, airlines must
:49:09. > :49:14.change their system by the end of the year. Since the OFT first
:49:14. > :49:18.announced its clampdown, more than 14pwhooints ago, Flybe might just
:49:18. > :49:23.have -- 14 months ago, Flybe might just have a point.
:49:24. > :49:28.Two computer repair companies, run by two brothers, using at least two
:49:28. > :49:33.false names, plus complaints about misdiagnosed faults, overcharging
:49:33. > :49:35.and lost data. They even sold us a supposedly new hard drive,
:49:35. > :49:39.containing sensitive personal information belonging to someone
:49:39. > :49:43.else. And now, thanks to our undercover agent, getting a job in
:49:43. > :49:53.one of the companies, we are about to witness their dedication to
:49:53. > :49:57.customer service. The brothers Rashid, and Click Computers is one
:49:57. > :50:03.of the businesses. Our man has just been taken on, and is seeing how
:50:03. > :50:07.they handle customer complaints firsthand. This is the office
:50:07. > :50:12.manager dealing with a woman who says they have deleted their data.
:50:12. > :50:19.And here's Yasser being told another woman cried down the phone
:50:19. > :50:22.cause her computer wasn't returned. We do worry about it. Which is why
:50:22. > :50:25.we wrote to both Rashid brothers with all our allegations. They
:50:26. > :50:30.agreed we have uncovered issues that need to be addressed, at both
:50:30. > :50:34.Click4PC and Click Computers. Yassar Rashid agreed to be
:50:34. > :50:38.interviewed, as long as it was in the presence of his solicitor, here
:50:38. > :50:43.in Hereford. So, first question, why does he tell staff to charge
:50:43. > :50:47.customers at least �120, regardless of what the fault is. That's
:50:47. > :50:52.absolute categorically not the case. It is not the case? Despite the
:50:52. > :50:59.quotes that we have seen from you, on film, which are doing exactly
:50:59. > :51:04.what I described. Which is telling telling engineers or salesmen, as
:51:04. > :51:09.you call them, going for �120, being the golden figure. Which is
:51:09. > :51:12.ignoring what the job actually requires. We do take customer
:51:12. > :51:17.service really seriously, customer service issues, we try 0 give a
:51:17. > :51:20.very high level of service. The quotes you are referring to are
:51:20. > :51:25.misrepresentation, you haven't shown the footage. I'm happy to
:51:25. > :51:29.respond to specific questions. We have been very specific with our
:51:29. > :51:39.questions. We are not misrepresenting anything. Here a
:51:39. > :51:44.
:51:44. > :51:48.I mean, I think a lot of those comments have been taken out of
:51:48. > :51:51.context. That's not the recollection of events I have.
:51:51. > :51:55.allegation are clear, and the allegations are representative of
:51:55. > :51:59.the way you behaved. You are wasting my time today? I don't feel
:51:59. > :52:02.they are. That is not fair, you have to stop. That's not fair.
:52:02. > :52:06.we just check, this is your solicitor?
:52:06. > :52:09.Yeah, meet Mike, you will be seeing and hearing a lot more from him.
:52:09. > :52:14.Meanwhile, if his client doesn't recognise collect his own sales
:52:14. > :52:18.talk, perhaps he remembers selling us a hard drive containing someone
:52:18. > :52:22.else's sensitive and confidential data. How can you send out a
:52:22. > :52:28.recycled hard drive that contains information pertaining to young
:52:28. > :52:32.adults in a vulnerable position, from a previous customer? We take
:52:32. > :52:36.data protection very seriously. What happened on that incident,
:52:37. > :52:44.that hard drive was formated, but not to a high enough standard.
:52:44. > :52:50.Someone using forensic intelligence, similar to the FBI, was able to
:52:50. > :52:54.access that data, that was not accessible by a normal person.
:52:54. > :52:58.software used was available widely? We take data protection very
:52:58. > :53:01.seriously, we have adjusted our procedures, to make sure,
:53:01. > :53:06.rigorously, to make sure it never happens that. You have answered
:53:06. > :53:13.that. Time to move to the next question. Click4PC y has it not
:53:13. > :53:21.paid two outstanding county court judgments, one for �300, one for
:53:21. > :53:28.�1394. I haven't come across that. Hang on, stop.
:53:28. > :53:33.Stop Yasser, Mike assist so. Following the interruption from the
:53:33. > :53:36.solicitor, his memory was failing him. That is something I wasn't
:53:36. > :53:40.aware of. You can't remember the outstanding county court judgments,
:53:40. > :53:44.you can't remember the things you said to one of your sales people.
:53:44. > :53:48.For someone who works in computers, you have a very small memory.
:53:48. > :53:51.He goes on to say he had no managerial input at his brother's
:53:51. > :53:55.business, he was a consultant, paid to help with recruitment, in which
:53:55. > :53:59.he has ten years experience. Why didn't he spot that our undercover
:53:59. > :54:04.man had no IT qualifications, and then failed to check his
:54:04. > :54:09.references? I asked him specific questions about IT. Those
:54:09. > :54:13.references would have been checked, in due course, by the appropriate
:54:13. > :54:19.person. How many customers would he have seen beforehand? The other
:54:19. > :54:25.thing, your actor supplied qualifications, which I viewed,
:54:25. > :54:28.qualifications...Sorry, Not true. Our man never gave details of IT
:54:28. > :54:34.qualifications. Here comes the lawyer again. The point that is
:54:34. > :54:38.being made here, is that using his expertise, ten years in the trade,
:54:38. > :54:43.in the profession, and his qualifications, his degree, et
:54:43. > :54:46.cetera, he can work out, in a conversation with someone,
:54:46. > :54:49.initially, whether or not they have knowledge of this level of
:54:49. > :54:55.computers. How does that work? Sorry. That is fascinating, I would
:54:55. > :54:58.love to know how that works, during a conversation you can establish
:54:58. > :55:02.the credentials someone has, even though they don't give them to you,
:55:02. > :55:09.that is brilliant. Expertise, not to be misquoted, perhaps you would
:55:09. > :55:15.like to try him on that. Can I have a seat next to him. Can you stay
:55:15. > :55:21.out of it, you're only a cameraman. He's a trusted and loved member of
:55:21. > :55:27.steam. He was only offering you a seat, seeing as you were so keen to
:55:27. > :55:31.be part of the interview. It is an interview I have had enough of. It
:55:31. > :55:35.is grand standing, it is evading the point. We have put clear
:55:35. > :55:39.allegations and if you qnt remember you have a massive problem with
:55:39. > :55:43.your memory. It is a massive exercise in evasion, all of this is
:55:43. > :55:46.window dressing. We have put, serious, concrete allegations to
:55:46. > :55:50.you, and you have evaded them in the most elaborate and expensive
:55:50. > :55:55.way I can possibly imagine. What we will do is conclude this interview
:55:55. > :56:01.now, because I have no desire to hear any more evasion from your
:56:01. > :56:04.lawyer, or from you, we have put clear allegations to you. That is
:56:04. > :56:08.not the case. You will see the allegation when the programme goes
:56:08. > :56:13.out, it will be clear to everybody who is watching exactly the nature
:56:13. > :56:19.of your business. Yassar Rashid has also e-mailed us
:56:19. > :56:24.about the two Click4PC customers we featured, we couldn't find details
:56:24. > :56:30.of Miro's job, but said they correctly diagnosed the problem
:56:30. > :56:35.with Sarah's computer. He said he offered a 50% refund, but she
:56:35. > :56:40.refuse. He said he will refund her in full as a goodwill gesture, she
:56:40. > :56:47.is still waiting. His brother says Click Computers are commitmented to
:56:47. > :56:53.the best customer service, but accepts that there are failures,
:56:53. > :56:56.and there was a poorly- planned recruitment drive. They will review
:56:56. > :57:01.training and the pay structure to put less emphasis on commission,
:57:01. > :57:05.they will also ensure future advertising doesn't mislead. He
:57:05. > :57:09.denies selling Kelly Goddard a refurbish computer as new, but has
:57:09. > :57:13.refunded her as a gesture of goodwill. It is all very
:57:13. > :57:18.interesting, but tonight the Rashid brothers become the latest faces on
:57:18. > :57:24.our Rogues' Gallery. Quick update on some of your e-
:57:24. > :57:30.mails, texts and tweets. Some of you were very unhappy to learn that
:57:30. > :57:36.Fairtrade chocolate bars contained no Fairtrade cocoa beans. One
:57:36. > :57:42.comment is if only 20% of beans are there, the logo should go on but
:57:42. > :57:46.spes tide percentage. Lots of mobile phone -- specified
:57:47. > :57:50.percentages, lots of mobile phones being commented on. Go to the
:57:50. > :57:54.website. You can write to us as well to get
:57:54. > :57:58.in touch. Thanks, coming up next week,
:57:58. > :58:02.Halifax, Santander, fall cuts in mortgage rates, huge rises in fees,
:58:02. > :58:08.what do they do for their money. Plus, Vauxhall, Ford, Volvo, and