:00:15. > :00:20.fault. The Post Office - penalising holiday-makers for where they live.
:00:20. > :00:24.Plus Flora and T-Mobile... And the sofa company that called in Mary
:00:24. > :00:34.Portas. Maybe they need her back. It's Watchdog - the programme you
:00:34. > :00:47.
:00:47. > :00:51.cannot afford to miss. Hello and usual, for the next 60 minutes.
:00:51. > :01:01.Tonight - changing your holiday money at the Post Office? The
:01:01. > :01:05.exchange rate is down to your postcode. It is really shocking, to
:01:05. > :01:08.be honest, I do not know how they could be so blatant. Also tonight...
:01:08. > :01:11.BMW - the engine fault costing thousands to fix. Why are owners
:01:11. > :01:15.having to pay? T-Mobile - the lawyer who took the phone giant to court -
:01:15. > :01:19.and won. Can you do the same? And Flora - millions to change the
:01:19. > :01:29.flavour. How much MORE to change it back? New recipe? I'll have a
:01:29. > :01:30.
:01:30. > :01:38.mouthful of that. At least it'll be different to the sort I usually get.
:01:38. > :01:45.Get out of the car! You are putting him at risk.
:01:45. > :01:49.I give you the boss of a roof and driveway company in Manchester. It
:01:49. > :01:52.is about time he cleaned up his act. First, the Post Office, Travelex,
:01:52. > :01:55.American Express. Three of the biggest money exchange bureaux in
:01:55. > :01:57.the UK. All gearing up for their busiest time of the year, as
:01:58. > :02:01.millions prepare for the summer holidays. The value of Sterling
:02:01. > :02:04.against other currencies, like the euro and US dollar, is set by
:02:04. > :02:10.international money markets. But it's where YOU live that determines
:02:10. > :02:13.how much you get for your pound. The rates offered by the individual
:02:13. > :02:19.companies not only vary across the country - there are even major
:02:19. > :02:22.differences within the same city, as Riz Lateef reports. The Post Office
:02:22. > :02:32.told us it offers the same rates on all currencies at the vast majority
:02:32. > :02:43.
:02:43. > :02:49.or more usual spots, your pound is under pressure. In the last 12
:02:49. > :02:52.months, Sterling has fallen against 80% of major currencies, meaning it
:02:52. > :02:56.has become more expensive to get away. That makes it more important
:02:56. > :02:59.than ever to get a good deal on the cash you will be spending when you
:02:59. > :03:04.get there. But why is it that changing your money here at home and
:03:04. > :03:07.feel like such a gamble? You probably know that exchange rates
:03:07. > :03:13.vary at different high-street outlets, but how many of us bother
:03:13. > :03:19.to hunt for the best deal? normally change it at airports,
:03:19. > :03:24.because I do not normally have time to research it. I usually go to
:03:24. > :03:30.Thomas Cook, because it is the nearest place to my house. I do not
:03:30. > :03:34.normally shop around, I just change it but even the differences in the
:03:34. > :03:36.rates, you really would be better off making the effort to find out
:03:36. > :03:44.which of the seven leading money exchanges are offering the best and
:03:44. > :03:52.worst deals, just as we did. Armed with �500 Sterling, we wanted to
:03:52. > :03:57.find out what they would all offer us. I want to change some pounds
:03:57. > :04:00.into euros... We called branches in ten major cities and 14 airports,
:04:00. > :04:08.and because exchange rates fluctuate constantly, we gathered our data on
:04:08. > :04:16.the same day. The result? The best deal we found was from a branch of
:04:16. > :04:23.Ice in Earls Court. That was an exchange rate of 1.14 rate. At the
:04:23. > :04:31.other extreme, American Express in Birmingham airport offered us just
:04:31. > :04:35.510 euros, a difference of 64 euros. So, it is straightforward - simply
:04:35. > :04:38.call each company to find out which one offers you the best deal on a
:04:38. > :04:45.certain day and go with them. Actually, no. It is not
:04:45. > :04:48.straightforward at all. Why? Because, as we found, some of the
:04:48. > :04:57.biggest exchange names offer different rates in different parts
:04:57. > :05:03.of the UK. Take Number One Currency - when we asked what �500 would buy
:05:03. > :05:10.at the Cardiff branch, we were offered 572 euros. But in Glasgow,
:05:10. > :05:18.it was only 566. A Post Office in Camden, north London, offered 506
:05:18. > :05:28.divide euros. But the one in Leeds would only give us 555. The biggest
:05:28. > :05:37.
:05:37. > :05:45.disparity we found was in Thomas just vary between cities, they can
:05:45. > :05:50.vary in the same city. Take Ice - our �500 would have bought 574 euros
:05:50. > :05:55.in Earls Court in London, at ten fewer down the road in Shepherd's
:05:55. > :06:00.Bush. And it was the same story with the Post Office. Remember the Camden
:06:00. > :06:04.branch that offered us 565 euros? Its sister branch in the
:06:04. > :06:12.neighbouring London Borough of Islington was offering 10 euros
:06:12. > :06:17.less, even though it is just two miles away. It is not right that
:06:17. > :06:23.they have different rates, with the same company. Every bank should be
:06:23. > :06:29.the same, every branch should be the same. That is really shocking, to be
:06:29. > :06:33.honest, I do not know how they can be quite so blatant. Uncle blatant,
:06:33. > :06:37.perhaps, but that is how the industry is set up. Headline
:06:37. > :06:42.exchange rates are determined by global flight tours, like inflation
:06:42. > :06:46.and political stability. But the rate you get will often also be
:06:46. > :06:50.affected by a local factor, competition. ? Different branches
:06:50. > :06:55.will also have a bit of flexibility, a bit like petrol stations.
:06:55. > :06:58.Sometimes a local petrol station will have a bit of competition, so
:06:58. > :07:07.it will lower its prices. All businesses will try to make money
:07:07. > :07:12.where they can, and that is just the same at exchange outlets. , so, live
:07:12. > :07:17.in an area where there are lots of exchange outlets, and you will not
:07:17. > :07:22.be get a better deal. Of course, if you wait until you get to the
:07:22. > :07:28.airport, you will have even fewer options, which is why they offer
:07:28. > :07:32.some of the worst rates. Once again, it is hard to say which company will
:07:33. > :07:38.give you the best deal, because, you have guessed it, many of them vary
:07:38. > :07:44.their rates according to the airport's location. For �500,
:07:44. > :07:48.American Express in Edinburgh airport would give us e536. 300
:07:48. > :07:58.miles south, in Birmingham, they would offer 510. Then there was
:07:58. > :08:23.
:08:23. > :08:27.with Ice. Their exchange at Norwich money can be the same as playing a
:08:27. > :08:32.game of chance. Exchange on the wrong day with the wrong company and
:08:32. > :08:37.in the wrong city or airport, and you could end up losing. So how do
:08:37. > :08:42.you tilt the odds back in your favour? If you want to have a bit of
:08:42. > :08:47.cash ready when you arrive, order it online in the UK and collected
:08:47. > :08:52.before you go. For the very best deal, pay all of your big deal is
:08:52. > :08:56.why you are away using your credit card. But you must make sure you pay
:08:56. > :09:03.your balance off every month. If you have to pay interest on that money,
:09:03. > :09:07.it will cost you more. A few things I have learnt - even if I change
:09:07. > :09:12.�500 with the same company, it can vary depending on where I change it.
:09:12. > :09:16.Second, when abroad, use your credit card for payments, because you get a
:09:16. > :09:23.better rate, but do not use it for cash withdrawals, and pay it off in
:09:23. > :09:28.full when you get back. What did the companies say? The Post Office told
:09:28. > :09:33.us it offers the same rates on all currencies that the vast majority of
:09:33. > :09:35.outlets. But 3% of branches are in areas where there are several money
:09:35. > :09:38.providers, so it has made small adjustments to remain competitive.
:09:38. > :09:41.The other companies mentioned also say the varying rates are the result
:09:41. > :09:44.of either competition or other factors such as rent, overheads and
:09:44. > :09:47.staffing costs. Number One Currency told us its policy is to offer
:09:47. > :09:49.consistent rates throughout its network. Any deviation is due to a
:09:49. > :09:52.manager or licensee exercising discretion in the best interests of
:09:52. > :09:56.the consumer. All the providers say they offer the best deal possible.
:09:56. > :09:59.You can see their full responses on our website. And if you would like
:09:59. > :10:02.to comment on that or any of tonight's stories, here is a
:10:02. > :10:05.reminder of how to do so. For e-mails, watchdog@bbc.co.uk is the
:10:05. > :10:08.address. For texts, dial 88822 and start your message with the letters
:10:08. > :10:10.WD. And if you want to get involved in the Twitter discussion, our
:10:10. > :10:13.address and hashtag are on your screens now.
:10:13. > :10:23.Coming up, BMW - a known fault on thousands of their 1-, 3- and
:10:23. > :10:26.5-Series models that could cost up There are some nice things about
:10:26. > :10:35.working at the BBC. You get to share a studio with some really lovely
:10:35. > :10:45.people. Yeah. And the Queen pops in every now and again. Best of all,
:10:45. > :10:48.
:10:48. > :10:58.there's no ads. Then again, some of the best ads can be better than the
:10:58. > :11:20.
:11:20. > :11:24.into our psyche, a bit like this one. You know the one I mean? Yes,
:11:24. > :11:31.it is the soap powder doorstep challenge. It has been 20 years, it
:11:31. > :11:40.must be due a reboot. Hello, sir. Are you prepared to show your whites
:11:40. > :11:46.to the entire nation? Have I won something? Where is checkers?
:11:46. > :11:53.least your roof is clean. I had it professionally cleaned. That is just
:11:53. > :11:57.a way into the story, isn't it? it is. Anyway, here is the story,
:11:57. > :12:02.and it begins with Lauren, who bought an online voucher for a roof
:12:02. > :12:08.cleaning and repair service, with Renov8 North West Limited, based in
:12:08. > :12:12.Manchester. They said they would repair the PVC on her roof for �140.
:12:13. > :12:16.I am not familiar with the idea of tainting UPVC, because it is
:12:17. > :12:22.plastic. But they said they could do it? Yes, they said, no problem, and
:12:22. > :12:29.we trusted them. So, they painted it, and by the next day, it had
:12:29. > :12:33.started to come off. The result -1 ugly mess, and one very unhappy
:12:33. > :12:36.customer. We attempted to call them straightaway, but it went straight
:12:36. > :12:41.to the answerphone. We e-mailed them and did not get a response.
:12:41. > :12:44.Originally we thought it could just a sanded down and we painted, but we
:12:44. > :12:49.have had a surveyor and a builder who have said they should not have
:12:49. > :12:54.painted it in the first place, because it is UPVC, and it will need
:12:54. > :13:01.replacing. How much will it cost to have it put right? The quote is
:13:01. > :13:05.approaching �1200, money unless we cancel our honeymoon! You do not
:13:05. > :13:11.want to come back from honeymoon and have to look at that. Exactly.So,
:13:11. > :13:20.who is the man behind Renov8 North West Limited? He is Darren Potts,
:13:20. > :13:26.otherwise known as. -- otherwise known as Daz, and his company has
:13:26. > :13:30.left Lauren with an ugly roof and a repair bill for �1200, not including
:13:30. > :13:35.the �150 for the work that they should have done. So, it is time to
:13:35. > :13:40.test their soapy scrubbing skills ourselves. We can see it they are up
:13:40. > :13:47.to scratch. At our rig house in Manchester, we have our researcher,
:13:47. > :13:54.who hates dirt, despises driveway weeds, and loathes the moss on her
:13:54. > :14:00.roof. You need professional help, in the form of Renov8, who we have
:14:00. > :14:07.booked in for a roof and driveway clean. Normal cost, �900, but
:14:07. > :14:13.available for �360 via an online promotion. We have paid for a jet
:14:13. > :14:18.wash of the roof and maintenance, including clearing out the gutters
:14:18. > :14:24.and replacing roof tiles and a fungicidal spray to be applied and
:14:24. > :14:34.extra for the driveway to be jet washed, along with other areas to
:14:34. > :14:36.
:14:36. > :14:41.remove dirt, moss and stains. Shouldn't be too difficult. That
:14:41. > :14:49.worked perfectly during rehearsal. Renov8 promise a lot, but will they
:14:49. > :14:55.deliver? To find out we're surveyor Barry Cross on hand. He knows his
:14:55. > :15:01.onions, but he is more of an expert on slates. Here is Daz and his
:15:01. > :15:07.assistant, Connor. Hello. Here to look at the roof. What are you
:15:07. > :15:14.doing? We wash it down and repoint it where necessary. So if any
:15:14. > :15:16.concrete comes out during the wash, that gets replaced and treated with
:15:17. > :15:23.anti-fungicidal treatment. Sound like they know what they are doing
:15:23. > :15:30.so, Bridie heads off and leaves them to it. Well sort of, because 15
:15:31. > :15:37.minutes in, it is time for a rest. Closely followed by another one. And
:15:37. > :15:41.then another one. Once he does resume, Connor doesn't seem to
:15:41. > :15:47.bothered about staying safe at height. Do you mind? I'm having a
:15:47. > :15:54.fag! This I appalling, I hope he has got nine lives. Eight now, hold on,
:15:54. > :16:03.make it seven. The water is coming from the roof on to the extension
:16:03. > :16:07.lead. This thises so dangerous. jet washing losers power and proves
:16:07. > :16:13.that water and electricity does not mix. Daz assesses the damage. His
:16:13. > :16:21.verdict? They need to stop work while he gets a new jet washer.
:16:21. > :16:28.will have to be a break. I see, health and safety break. There goes
:16:28. > :16:34.Daz and... Well I suppose he is safe. Connor's absolutely worn out.
:16:34. > :16:39.Bless! It is not even a comfortable bench. But Connor is safely tucked
:16:39. > :16:45.up, but have we been? Bridie has arrived back and this could be
:16:45. > :16:50.awkward. You will never guess what he does next. Oh my God know.
:16:50. > :16:58.Because I didn't. Yes it was a shock. And it is a job Connor didn't
:16:58. > :17:04.get one. All will be revealed soon. Thank you, next BMW, engineering at
:17:04. > :17:09.its finest, the ads say but drivers may find their cars could have a
:17:09. > :17:19.dangerous fault that costs thousands to fix. With no help at all from
:17:19. > :17:22.
:17:22. > :17:32.that denotes luxury, that promises sheer driving pleasure and the
:17:32. > :17:37.ultimate driving experience. But for some owners of certain BMW model
:17:37. > :17:45.this experience is closer to the reality - an extended visit to the
:17:45. > :17:52.garage and a bill that could break the bank. Dan bought his BMW in
:17:52. > :17:58.2011, although it had done 100,000 miles it came with a full service
:17:58. > :18:03.history and the BMW name gave him confidence. Wrongly as it turned
:18:03. > :18:10.out. I was driving to work with my children and the car cut out in slow
:18:10. > :18:15.moving traffic. It wasn't been driven hard. He called out a
:18:15. > :18:21.recovery service. But they delivered some bad news. The guy said in his
:18:21. > :18:27.opinion it could be a problem with the timing chain. A lot of moving
:18:27. > :18:35.parts combine to drive a car forward and they must work in harmony, and
:18:35. > :18:39.that is maintained by the timing chain. If it fails, it is disaster.
:18:39. > :18:45.The more he was speaking, the more dread I was being filled with, as he
:18:45. > :18:52.said it could be an expensive and long repair. I spoke to a BMW
:18:52. > :18:57.dealership and was told it could cost �10,000. Other owners have been
:18:57. > :19:05.getting similar bills. Some have lower mileage than Dan's car, but
:19:06. > :19:11.all were fitted with the N 47 engine and built between 2007 and 2009.
:19:11. > :19:17.This 2007 One series car broke down in London four weeks ago. Was it due
:19:17. > :19:21.to the same failure as the others. Our expert agrees to have a look. A
:19:21. > :19:25.task that is complicated and lengthy. The sad thing is the
:19:25. > :19:31.position of the chain. It is positioned at the back of the engine
:19:31. > :19:39.and to put things right is a massive job. It is engine out, a complete
:19:39. > :19:43.strip down. It is like open heart surgery. My interpretation of BMW
:19:43. > :19:48.putting this chain mechanism at the back of the engine, that to me is a
:19:48. > :19:55.statement. It is a statement that says this chain, this drive
:19:55. > :20:02.mechanism, is built to last the life of the engine. Or the car. It is
:20:02. > :20:06.non-serviceable. It has got longevity written all over it.
:20:06. > :20:11.it doesn't. Once the engine has been removed, John finds the evidence.
:20:11. > :20:17.What's happened is you can see this, it is loose. Something's failed in
:20:17. > :20:22.the timing chain mechanism. We need to sprip it. But -- strip it, I but
:20:22. > :20:28.I will bet it has caused catastrophic damage. Such damage
:20:28. > :20:35.results in the engine failing and the driving experiencing a sudden
:20:35. > :20:43.loss of pow e as happened to Anthony as they returned from holiday.
:20:43. > :20:48.were travelling along the M4 outside lane doing 70, poodling along, and
:20:48. > :20:53.then boom, no power! All the lights are coming up on the dash. My life
:20:53. > :20:58.is oh my God what's happened? Nothings from the engine. No
:20:58. > :21:01.braking. No power steering. Everything seems to have gone. It
:21:01. > :21:06.was quite terrifying. My wife fortunately had the common-sense to
:21:06. > :21:11.guide us across to the hard shoulder. Both of us were shaken up
:21:11. > :21:14.as you can imagine, you are one minute all the traffic is going
:21:14. > :21:23.nicely and then you're on the hard shoulder, thinking what has
:21:23. > :21:27.happened? Answer, the timing chain had failed. Resulting in a bill for
:21:27. > :21:32.over �3,500. We have heard from Peter who had to heat the full cost
:21:32. > :21:40.of rebuilding the engine niz Five series. Ronninger had to Fay --
:21:40. > :21:50.Roger had to pay over �4,000 and when Barry's chain snapped, BMW did
:21:50. > :21:55.meet some of cost, but he has a bill of nearly �5,000. In most cases BMW
:21:55. > :21:59.have offered limited or no financial help. The cars may have been out of
:21:59. > :22:07.their warranty, but the owners and our expert believes the company has
:22:07. > :22:11.a responsibility to put right this weakness. What should BMW be doing?
:22:11. > :22:15.In my view they should take it on the chin. They should say, look, our
:22:15. > :22:21.engines are not designed to fail. If they have failed, let's put it right
:22:21. > :22:25.at no cost to the owner. Provided they have had it serviced leggest
:22:25. > :22:31.regularly. -- regularly. Drivers who put their trust in such a respected
:22:31. > :22:38.name are finding their confidence was mis-placed. They didn't quantity
:22:38. > :22:45.to know so I was left out on a limb, and then a vehicle I thought was
:22:45. > :22:51.German engineering at its finest had let me down badly. So are MBW taking
:22:52. > :22:58.it on the chin? They say they aren't under any obligation to assist, but
:22:58. > :23:05.they have a generous good will policy and consider help on a case
:23:05. > :23:10.by case basis. If #i89 has the low mileage and serviced they will carry
:23:10. > :23:18.out most of the cost out of good will. They have repuzed -- refused
:23:18. > :23:24.to pay for cars that were not serviced or were not worked on by
:23:24. > :23:29.BMW engineers. This appreciate this has caused problems, be I that can't
:23:29. > :23:34.provide a an indefinite guarantee. If there are owners who have
:23:34. > :23:44.concerned they should Scottish Football Association them direct --
:23:44. > :23:48.should call them directly. Thank you, next, CSL one of fastest
:23:48. > :23:56.growing sofa companies in the UK. It was ripped apart by Mary Portas two
:23:56. > :24:01.years ago. First she listened to the boast from its boss, Jason
:24:01. > :24:05.Tyldesley. I want to be the best retailer. People will see us as a
:24:05. > :24:10.household name. Then she went in as a mystery shopper and was krit skal
:24:10. > :24:17.of -- critical of their sales tactics. He made a good claim,
:24:17. > :24:22.saying the customer service is brilliant. Fancy having a -- let's
:24:22. > :24:27.see how he responds to it. He did respond, reorganising the stores and
:24:27. > :24:36.pledging to put new emphasis on customer service. So two years on,
:24:36. > :24:46.would Mary be happy? CSL have made a real song and dance about the
:24:46. > :24:54.
:24:54. > :25:01.changes to their business. We help in finding you a sofa, but customer
:25:01. > :25:08.service, well, as some viewers have found, that can be a wholly
:25:08. > :25:13.different routine. Gloria bought her �2,000 sofa in January 2012. It was
:25:13. > :25:17.a great experience in the store. Once they have your money, it is
:25:17. > :25:23.like, that is the end of the road for you as a customer. After four
:25:24. > :25:28.months, the leather began to rub off. When she sorted it they sent
:25:28. > :25:31.out service technician to look and report back. Then the excuses
:25:31. > :25:39.started. They said the fading leather wasn't there fault, but
:25:39. > :25:44.hers. The excuses we were given first was it is scuff marks and wear
:25:44. > :25:49.and tear and it is being used used as a favourite seat. If #i9 is a
:25:49. > :25:59.favourite seat, it is furniture, is not not designed to be sat on?
:25:59. > :25:59.
:26:00. > :26:05.we need is a way of checking how convincing CSL's story is. Welcome
:26:05. > :26:11.to strictly come I holstery. The stars are CSL. We have been hearing
:26:11. > :26:18.the excuses they have been giving to customers, but are they plausible?
:26:18. > :26:24.We have our own judge, try. -- Terry. He will be giving his expert
:26:24. > :26:33.opinion on how valid their ex-Kuzes are. -- excuses are. I will be
:26:33. > :26:39.playing my hero, Brucie. Marvellous. Now first, we have CSL playing --
:26:39. > :26:44.blaming it on it being a favourite seat. Marvellous! What did you make
:26:44. > :26:49.of 245 Favourite seat or no, it should last four or five years
:26:49. > :26:56.minimum. Marks out of ten for plausibility? Two for me.
:26:56. > :27:01.Disappointing. Very.CSL did agree the change the leather six months
:27:01. > :27:08.later. That is great, except the stuffing has gone flat and they
:27:08. > :27:12.refused to replace it. The excuse? They said we have lent on the arm
:27:12. > :27:17.and not dressed and maintained and I need to plump it. Again that is
:27:17. > :27:26.ludicrous. What dz our judge make of that? They claimed a loss of
:27:26. > :27:32.stuffing is due to a failure to dress and maintain the chair. Well
:27:32. > :27:37.done. Terry? You can't take the arm off, to maintain it is impossible. I
:27:37. > :27:43.will give that a two. So #i789 is a tough start -- so it is a tough
:27:43. > :27:50.start for CSL and we are about to deal from Dale, his sofa was four
:27:50. > :27:56.years old when the colouring began to wipe out. CSL sent a te
:27:56. > :27:59.technician. -- sent a technician. had contact them. They said they
:27:59. > :28:04.wouldn't repair the sofa, because there was something in the
:28:04. > :28:09.atmosphere of our home that was causing the pigment to, the colour,
:28:10. > :28:19.to break down. Dale wasn't happy to hear his environment was damaging
:28:19. > :28:27.his sofa. It is just a normal family home. It is not toxic, we live here.
:28:27. > :28:33.That will be my favourite, CSL put the say it of the sew fae -- state
:28:33. > :28:43.of sofa down to the atmosphere in the house. Terry? This is in direct
:28:43. > :28:43.
:28:43. > :28:48.sun light and the atmosphere is very toxic. That is a zero. Now here are
:28:48. > :28:52.a few more excuses you have been telling us CSL have been making.
:28:52. > :28:56.Leather peeling off due to the products the owners are using in
:28:56. > :29:02.their hair. Ludicrous. Account believe it for a oaked -- can't
:29:02. > :29:08.believe it for a second. And fabric fading because customer's husband
:29:09. > :29:17.was wearing the wrong clothes. assume he buys the clothes in the
:29:17. > :29:22.same place. That is Gar beige -- garbage. And a sofa being damaged
:29:22. > :29:26.because of incorrect use, they had been using the armrest to help them
:29:26. > :29:35.stand up. That what is the armrest is for. That is a poor excuse. That
:29:35. > :29:43.is a one. And scores for CSL's customer service? Zero. Customer
:29:43. > :29:49.service gets a big fat zero from me. Didn't they do badly? It would while
:29:49. > :29:53.the front of house has the slick moves, the customerselves has two
:29:53. > :30:00.left -- customer service has two left feet. Maybe it is time for Mary
:30:00. > :30:08.Portas to make another appearance? With me now, the Managing Director
:30:08. > :30:12.of CSL, Jason Tyldesley. You obviously live and breathe the
:30:12. > :30:15.business and you want to be the best, and you are presumably quite
:30:15. > :30:25.an expert on furniture production and retail - can you just stand up
:30:25. > :30:31.in it? You used the arms on the chair! OK, but you told one of your
:30:31. > :30:37.customers that you cannot lean on the arm! So, can you? You can sit
:30:37. > :30:43.down now. Very nice shirt. Can you use the arm or not? If I can just
:30:43. > :30:51.start by explaining, we have grown the business by about 45% over the
:30:51. > :30:55.last year, and that growth has come mainly from recommendations. But we
:30:55. > :31:04.need to deal with what is in the film, which is customers complaining
:31:04. > :31:09.that they do not feel the reasons you are giving them are, you know,
:31:10. > :31:14.they are ludicrous. Of course, you can use the arm. The issues that you
:31:14. > :31:19.showed in the film are a disparity between one end of the sofa and the
:31:19. > :31:25.other, one side of the sofa gets used very often, the other side is
:31:25. > :31:31.where the customer watches the TV. So, one arm looks a lot more used
:31:31. > :31:35.than the other? If you buy a sofa, should you not use one end more than
:31:35. > :31:39.the other? That would be a good idea, but it is natural for one end
:31:39. > :31:46.to wear more than the other. But Kate would I be in the right clothes
:31:46. > :31:53.to buy one of your sofas? I think it is quite unfair to look at
:31:53. > :31:57.considering what we say as excuses. We do not make excuses? But you did
:31:57. > :32:05.say somebody was not wearing the right clothes. I cannot comment, I
:32:05. > :32:09.do not know where that has what about hair? If somebody uses oil
:32:09. > :32:12.based products, it breaks down the protection on the leather, that is
:32:12. > :32:18.quite normal. What is really important is that what you have
:32:18. > :32:23.shown does not represent what we do as a business? But these are the
:32:23. > :32:27.excuses that you have been giving. This is not something you say to
:32:27. > :32:32.people when they are buying the sofa. You do not say, only sit on
:32:32. > :32:36.one end, where the right clothes. You are clearly not interested in
:32:36. > :32:40.what I have got to say? I am interested in what your customers
:32:40. > :32:45.are complaining about, which is fair, isn't it? What is unfair is
:32:45. > :32:54.that, if I can explain, our service, 85% of our customers never need
:32:54. > :32:58.service, and of the ones that do, we respond and we repair 86% of them on
:32:58. > :33:03.the first visit, effectively and to the customer's satisfaction. What I
:33:03. > :33:08.think is really important here is that this is not a business which
:33:08. > :33:14.makes excuses, it only leaves 2% of customers able to say that they have
:33:14. > :33:18.not actually had a resolution on the first visit. Of those customers,
:33:18. > :33:28.some of them need spare parts, and that is the reality. Thank you very
:33:28. > :33:29.
:33:29. > :33:34.much, Mr Tyldesley. Now, our roof and try in need of a good jetwash,
:33:34. > :33:38.so we have called in Renov8 North West Limited of Manchester to do it.
:33:38. > :33:42.But they have broken the jetwash, and Connor has fallen asleep while
:33:42. > :33:47.his boss goes to get a replacement. It could get awkward when the
:33:47. > :33:57.householder arrives home. Stand up, here comes the householder, and here
:33:57. > :33:58.
:33:58. > :34:04.comes, 's explanation for not working. Plus, it does not work! Our
:34:04. > :34:10.householder Bridie heads off again, and Connor decides to do something
:34:10. > :34:13.really, really stupid. What is he really, really stupid. What is he
:34:13. > :34:19.doing? He is soaring something. And that turns out to be an old bit of
:34:19. > :34:24.cable. Confused? So was I. He has been text in so much, his phone has
:34:24. > :34:29.died, and he is trying to make a charger out of the wet cable, which
:34:29. > :34:33.he is trying to plug into the wet extension lead. That is the craziest
:34:33. > :34:39.thing I have ever seen. It is breathtaking, because it is the same
:34:39. > :34:44.extension that was covered in water. That will not charge your phone.
:34:44. > :34:46.needs to be counselled on how to live beyond your next birthday. That
:34:46. > :34:52.is three separate things we have seen him do which have put his life
:34:52. > :34:58.in danger. Uncle it is so dangerous, our teams have had to turn off the
:34:58. > :35:04.electricity. But at that moment, Connor is saved by the horn. Daz is
:35:04. > :35:12.back. Anyway, he is back, and he has brought a new jetwash, so, can
:35:12. > :35:16.scrub, while he... Now, Connor moves on to the other job we have paid
:35:16. > :35:21.them for - washing the driveway with weedkiller. I have now been here for
:35:21. > :35:26.seven hours, and in between the eating, smoking, text in, swigging,
:35:26. > :35:32.reading the paper and chatting, they have worked for just 3.5 hours, that
:35:32. > :35:42.is 100 quid an hour. But it is good value, as Daz tells Bridie, because
:35:42. > :36:00.
:36:00. > :36:02.they have used a hand pump to spray No, there is not. We have been
:36:02. > :36:06.watching this, Matt, did you see watching this, Matt, did you see
:36:07. > :36:12.anything go on there? was it not contained within the spray? What,
:36:12. > :36:18.the jetwash? You're there is no practical means of incorporating it
:36:18. > :36:24.into the pressure washing technique. It is just water? It is just water.
:36:24. > :36:29.And one final watering is what Darren gives our garden. This is
:36:29. > :36:34.perfectly acceptable, isn't it? I mean, I think? ! Oh, no, he has not
:36:35. > :36:40.washed his hand! What about the fungal treatment that we did not see
:36:40. > :36:49.them use, which Barrie says is not suitable for a jet wash? It is time
:36:49. > :36:53.for an inspection, after six days. That's not moving. There are now
:36:53. > :36:57.pools of water in the garage. The gutters are full of mud from the
:36:57. > :37:03.roof, and the muck that fell out of those gutters has blocked the
:37:03. > :37:08.drains. At least the slugs are happy. But Bridie is not. She calls
:37:08. > :37:14.Daz to complain. It promises to come back and take a look, but he never
:37:14. > :37:23.does. Bridie is a young person, socially has a word for this. OK, it
:37:23. > :37:27.is not the kids these days who say it might be a frail, but it is not
:37:28. > :37:36.yet what they might call an epic fail. There is always room for
:37:37. > :37:43.retention. Yes, time for a second chance. And time for a new stooge,
:37:43. > :37:51.Mia. Her roof is mossy, but Barry and his team have sabotaged it,
:37:51. > :37:52.dislodging some tiles. The faults are obvious, almost to anyone, and
:37:52. > :37:58.particularly to a competent contractor. So therefore, nothing
:37:58. > :38:04.should go wrong. Should it? Good question, but then, we are giving
:38:04. > :38:07.the job to Daz am having bought another online deal. It includes
:38:07. > :38:12.replacing up to ten broken and cracked tiles and re-pointing the
:38:12. > :38:22.roof ridges. And here to do it is Daz, with Connor, who is limping.
:38:22. > :38:24.
:38:24. > :38:27.Daz, with Connor, who is limping. That's not good. A limp and a
:38:27. > :38:37.ladder. No problem. Once they are up the ladder, they spot a moneymaking
:38:37. > :39:00.
:39:00. > :39:03.around the chimney, check. Replace broken tiles on roof - check. Do you
:39:03. > :39:13.know what guests these jobs both need doing. Maybe they have cleaned
:39:13. > :39:34.
:39:34. > :39:38.They are not using antifungal wash, it is just water. Daz is on his
:39:38. > :39:48.phone, the garden is getting a mud bath, Daz is on another fag break.
:39:48. > :39:49.
:39:49. > :39:59.Connor is sliding about on the roof. Oh,,! These are familiar sights, and
:39:59. > :40:05.
:40:05. > :40:11.here is another. By any chance, have you turned the washing machine on?
:40:11. > :40:14.They have broken the jetwash, again. I only hope his telephone has got
:40:14. > :40:17.I only hope his telephone has got plenty of juice. I cannot go through
:40:17. > :40:22.all of that again. It is time to call a stop to this. Renov8 North
:40:22. > :40:32.West Limited's work is incompetent, and they have lied about what they
:40:32. > :40:35.have done. Stand-by for a with Daz very shortly. Time for a quick
:40:35. > :40:38.update on a story from a couple of weeks ago now. Remember Alan
:40:38. > :40:41.Mazkouri, the Orange mobile customer who received a bill for �163,000?
:40:41. > :40:51.There was clearly a fault with Alan's phone, because he had already
:40:51. > :40:52.
:40:53. > :40:55.complained about it overheating. For the past nine months it has been
:40:55. > :41:02.absolute misery in our household because of the strain which has been
:41:02. > :41:07.out on us by Orange. They have not been communicating with us. They do
:41:08. > :41:13.not say anything to us about what is happening. For somebody like Orange,
:41:13. > :41:17.with their millions of pounds worth of profit, I think it is absolutely
:41:17. > :41:25.ridiculous, and it is like live somebody in the teeth when they are
:41:25. > :41:28.down. Well, Orange later apologised. They scrapped the bulk of the bill,
:41:28. > :41:30.and offered to withdraw the �357 that was remaining. They also
:41:31. > :41:34.offered compensation of �250, which Alan didn't feel was sufficient,
:41:34. > :41:36.given the months of wrangling and legal bills that he had run up.
:41:36. > :41:40.Instead, he wanted to go to independent arbitration. Good for
:41:40. > :41:43.him. The outcome?There wasn't one. Because, before he had a chance to
:41:43. > :41:46.do it, Orange sent him a new bill, which included the �357 they had
:41:46. > :41:52.previously agreed to waive! And you'll love this - it said that if
:41:52. > :41:55.he didn't pay it within seven days, they would call in debt collectors.
:41:55. > :41:59.This is the same company that had previously apologised to him?
:41:59. > :42:01.and it doesn't end there. Because he was scared into paying it. But
:42:01. > :42:05.despite that, Alan has now had a letter from the debt collectors
:42:05. > :42:07.employed by Orange. It demands he pay again, and says he will also
:42:07. > :42:14.have to pay an additional administration charge of �63, for
:42:14. > :42:22.costs incurred. I really cannot wait for Orange's response. Well, here it
:42:22. > :42:25.is - ready? We are very sorry to Alan Mazkouri for the additional
:42:25. > :42:28.distress and inconvenience caused. We offered a full refund and a
:42:28. > :42:31.further gesture of goodwill by way of apology several weeks ago - but
:42:31. > :42:33.this was refused. Given this, our systems showed this bill as
:42:33. > :42:36.outstanding and the debt recovery process began. Considering the
:42:36. > :42:39.exceptional circumstances of this isolated case, this was an error and
:42:39. > :42:43.we are carrying out a review to ensure there can be no repeat.
:42:43. > :42:45.other words, the computer said no. But you don't always have to go
:42:45. > :42:55.along with what mobile companies decree. Tonight, we meet one
:42:55. > :43:04.
:43:04. > :43:08.Yes, this week's consumer champion knows her stuff, when it comes to
:43:08. > :43:17.the law. She is a legal eagle in the city of London. Her complaint?
:43:17. > :43:21.Mobile phone charges. I deal with contracts on a daily basis. I am
:43:21. > :43:24.constantly reviewing contracts. I was quite confident with the
:43:24. > :43:29.knowledge I have that I was in the right and they were in the wrong.
:43:29. > :43:33.Her opponent, T-Mobile, build her for data roaming charges run up
:43:33. > :43:38.while on holiday in Australia. They claimed the charges were clear in
:43:38. > :43:42.her contract, Josie was liable for a bill of �750. Nearly a consumer
:43:42. > :43:47.battle worth fighting. I had been working really can't, I had been
:43:47. > :43:53.looking forward to this holiday, I had a great time in Australia, I was
:43:53. > :43:58.obviously very disappointed to come back to this. Angela's previous new
:43:58. > :44:06.expired in November 2010 and just before it ended, they offered her an
:44:06. > :44:11.upgrade on a handset, and a good deal on a brand-new contract.
:44:11. > :44:16.discussed the terms, the length of the contract and Hume mince I --
:44:16. > :44:20.Hume minutes I would receive. We didn't discuss terms and conditions,
:44:20. > :44:23.they didn't bring terms and conditions to my attention and
:44:23. > :44:27.didn't give me the opportunity to review anything at that time.
:44:27. > :44:33.signed up, received her new phone and went on her travels, confident
:44:33. > :44:41.she understood what she would be paying each month. But T-Mobile
:44:41. > :44:50.hadn't told her data roaming could incur extra costs and her phone was
:44:50. > :44:54.automatically down loading data at the cost of �7. 50 a Meg abite.
:44:54. > :44:59.was disconnect and I was told I had exceeded my credit limit and they
:44:59. > :45:03.asked if I had been on holiday. I told them I had and they said well
:45:03. > :45:09.it is probably data roaming charges. She told them that these charges
:45:09. > :45:12.were not made clear to her. But the company said that as they had posted
:45:12. > :45:18.the terms and conditions to her after their phone conversation, she
:45:18. > :45:23.was bound by them. So who was right? You can make a contract in person,
:45:23. > :45:29.or over the phone, or over the internet. In this case, the contract
:45:29. > :45:34.was made over the phone. That is a legally-binding contract. At the
:45:34. > :45:38.point in time when all the terms of the offer are laid out and accepted,
:45:38. > :45:44.those are the terms of contract. So any data roaming charges that were
:45:44. > :45:49.introduced after the point when the contract was made are not part of
:45:49. > :45:56.the contract. T-Mobile offered to reduce Angela's bill by 25% as a
:45:56. > :46:00.good will gesture. She paid the money but not going to let it rest
:46:01. > :46:06.and prepared to take the case to the small claims court. The terms and
:46:06. > :46:12.conditions didn't apply, because they hadn't opinion brought to my
:46:12. > :46:16.attention. And even if they had been sent to me, with my new phone, they
:46:16. > :46:22.would n't have been incorporated, because it was too late. Only the
:46:22. > :46:30.terms discuss on phone were part of my contract. Angela's interpretation
:46:30. > :46:34.of the law was correct and T-Mobile refunded her money. Piste people
:46:34. > :46:40.were scared of taking action, but the small claims courts are there
:46:40. > :46:48.for people to use and are easy to use and designed for individuals so
:46:48. > :46:55.they couldn't -- shouldn't be is a scared. People should be brave and
:46:55. > :47:03.take action. Well T-Mobile's owner have said we respect the court's
:47:03. > :47:07.decision and say they have introduced a new system to prevent
:47:07. > :47:11.unexpected bills when travelling in other countries. You can find out
:47:11. > :47:20.more on our web-site. Thank you to everyone who has been in touch about
:47:20. > :47:25.that story. Here is a few more. E-cigarettes - no tar, no smoke and
:47:25. > :47:29.no problem buying them that. Could be about to change after a ruling
:47:29. > :47:33.from the Government's medical agency, the MHRA. Up to now the
:47:33. > :47:41.electronic sticks have only been subject to general product safety
:47:41. > :47:47.regulations, meaning they can legally be promoted and sold to
:47:47. > :47:55.anyone, including children. But now they should be classed as medicines
:47:55. > :47:59.and sales of e-cigs have boomed in the last year and an estimated 1.3
:47:59. > :48:06.million people use them. Manufacturers say they have helped
:48:06. > :48:11.to wean many off cigarettes. But the agency has given them until 2016 to
:48:11. > :48:19.meet health standards and aly for a licence. After that, they will mind
:48:19. > :48:25.if you smoke. Train been delayed? One more than in eight services ran
:48:25. > :48:32.late last year. With a thousand commuter trains delayed each day in
:48:32. > :48:39.London and the south-east. Network Rail now faces fines, one rail
:48:39. > :48:46.operator, Virgin, has accused it of damaging its business and started
:48:46. > :48:50.legal action. The regulator has ordered Network Rail to make changes
:48:50. > :48:57.and will face more fines if performance does not improve before
:48:57. > :49:07.2014. That is bad news for executives who have picked up
:49:07. > :49:08.
:49:08. > :49:14.bonuses worth 17% of their salaries. Unilever are changing the recipe for
:49:14. > :49:18.Flora again. They say it had inHansed -- enhanced the flavour and
:49:18. > :49:22.more customers rated the recipe excellent compared with the old one.
:49:22. > :49:27.But what difference plummeting sales meat. Now they have announced it is
:49:27. > :49:31.reverting to the original flavour with new packs being sent out in the
:49:31. > :49:34.next fortnight. It says it has responsibilitied to customer --
:49:34. > :49:38.responded to customer feedback, which is different to the last
:49:38. > :49:48.feedback and they are so confident in the latest change it will be
:49:48. > :49:54.offering a money back guarantee. I hope that doesn't cost the company
:49:54. > :50:01.another �29 million. So where are we at with Renov8 North west of
:50:01. > :50:06.Manchester? Not to be confused with companies of similar names. That was
:50:06. > :50:11.a jet wash. At our first house they failed to do the jobs they promise
:50:11. > :50:17.and then lied about what they did. As for the standards of their work?
:50:17. > :50:22.Well it was shocking. I was shocked. Expert Barry was shocked. This girl
:50:22. > :50:28.in the office, shocked. You see, we don't tell you anything unless we
:50:28. > :50:34.have the evidence and we got the company back out and they finished.
:50:34. > :50:40.They should are repaired the chimney and fixed the gutter and replaced
:50:40. > :50:43.the tiles. They are all fine. You have the odd crack, they're
:50:43. > :50:52.irrelevant. Cool.It is fine. According to our expert they're not
:50:52. > :50:55.fine and what about our antifungal wash, you treated the roof?
:50:55. > :51:04.anti-function side? You put it through the back of the pump and it
:51:04. > :51:09.is like a tube and it sucks it through. It is rinsing the excess
:51:09. > :51:13.dirt and moss and soaked into the tile. That wouldn't work, even if it
:51:13. > :51:23.was true. Barry said the treatment wouldn't be used in jet washes. What
:51:23. > :51:23.
:51:23. > :51:30.about the extra jobs you're charging for? Was went to get cement? Yes a
:51:30. > :51:37.couple bits of pointing to touch up on. But everything's fine. Cool. I
:51:38. > :51:47.have some cash. The bill is �280. This a for the wash, too replace the
:51:48. > :51:49.
:51:50. > :51:57.toil and repoint -- - tiles and have had look. Did you see anything
:51:57. > :52:04.that changed your mind? No, nothing has been done apart from washing the
:52:04. > :52:13.roof. So four big crosses from Barry and the garden is covered in dirt,
:52:13. > :52:22.there is a leak and it begs a question. We paid �30 for a bit of
:52:22. > :52:30.-- we paid �330 for a particular about? Yes.I think we should catch
:52:30. > :52:33.up with the boss of the company. It is 8am and at some point think we
:52:33. > :52:40.should meet Daz Potts. He thinks he is coming to do work, but actually
:52:40. > :52:48.he doesn't do that much work. But we will be giving him a chance to take
:52:48. > :52:56.part in the Daz doorstep challenge! It's back after 20 years! Yeah!
:52:56. > :53:03.First meet Barney, he has tempted Daz to a meeting with the offer of a
:53:03. > :53:13.big business contract. And look who is here, it is Daz and Connor.
:53:13. > :53:25.
:53:25. > :53:30.the moss on the roof and gives us the chance to spring our surprise.
:53:30. > :53:35.Will he be prepared to show his face to the British public? A member of
:53:35. > :53:45.the crew calls Barney and you know, this is so rude, answering the phone
:53:45. > :53:46.
:53:46. > :53:56.when you're in the middle of a conversation. Can you just grab
:53:56. > :53:58.
:53:58. > :54:04.part in a Daz doorstep challenge and show your face to the British
:54:04. > :54:12.public, because what we have seen is you have been rinsing your
:54:12. > :54:17.customers. Hi Connor. Yeah, might be best to start packing up. What we
:54:17. > :54:21.have seen in two jobs is you promise to do work, including cleaning
:54:22. > :54:29.gutters and using weed killer and you don't at all actually. People
:54:29. > :54:34.pay for this, pay good money and you don't do the jobs. You do a lot of
:54:34. > :54:42.texting and smoking and a lot of hanging out and sleeping. But the
:54:42. > :54:47.things that people have paid for you don't actually do. You don't do.
:54:47. > :54:51.When they pay good money and you the other thing you need to watch out.
:54:51. > :54:57.You're putting Connor at risk by the way he is having to do his job. You
:54:57. > :55:05.leave him up there by himself up on a roof slipping around. How did
:55:05. > :55:09.Connor get that Get out the BLEEPing car. How did he get that limp?It is
:55:09. > :55:15.a fight and that is his problem. If you want to talk about proper
:55:15. > :55:22.customers, sit down with me and don't do it in this stupid way.
:55:22. > :55:26.have we seen you in two separate jobs that you have done the things
:55:26. > :55:32.that have paid for you haven't done. I have warned you four times. Do you
:55:32. > :55:41.want to sit down properly and sit down. Don't put stupid cameras.
:55:41. > :55:51.Instead of putting this down for TV. You promised to replace files.
:55:51. > :55:59.they're needed. You identified they were needed. WhereIn rat ford
:55:59. > :56:09.Street. -- Radford Street. That is a job where tiles did knee replace --
:56:09. > :56:14.
:56:14. > :56:24.need replacing. Connor, watch out on those roofs. You will get hurt. So
:56:24. > :56:25.
:56:25. > :56:29.Daz... In fact he vanished! Darren Potts has told us our reflection
:56:29. > :56:36.doesn't reflect the service they provide to thousands of happy
:56:36. > :56:40.customers and he says they're human and makes mistakes, the antifungal
:56:40. > :56:44.wash used was inside the washer and he didn't see any broken tiles and
:56:44. > :56:49.he has spoke on the Connor about his health and safety. He said he wasn't
:56:49. > :56:54.aware Mia had been charged extra to replace the batons on her roof. Her
:56:54. > :57:00.a final word -- here is a final word from us - you have become the latest
:57:00. > :57:08.face on our rogues' gallery. A lot of you getting in touch about our
:57:08. > :57:15.story of exchange rates. Jorjt said he was offered one rate by a major
:57:15. > :57:25.bureau, but when he said he had seen better rates, they changed it there
:57:25. > :57:25.
:57:25. > :57:32.and then. The lesson he said, don't be afraid to haggle. Some unhappy
:57:32. > :57:37.CSL customers have been on, one said her grand-dad had been given the
:57:37. > :57:44.favourite seat. And another says they blamed her husband's hair. Go
:57:44. > :57:51.to the web-site and are share your tip offs and you can write to us.
:57:51. > :57:55.The address is on screen now. up next week: Wickes, Homebase and t
:57:55. > :58:01.truth about their sales prices. Santander is supposed to look after
:58:01. > :58:05.your money, what happens when the same bank loses it and this product