0:00:02 > 0:00:05Royal & Sun Alliance, Churchill reassuring ads -
0:00:05 > 0:00:07shame about the service,
0:00:07 > 0:00:11Rugby World Cup, thousands of fantasy tickets on sale,
0:00:11 > 0:00:13plus EE, Pontins, eBay
0:00:13 > 0:00:17and the indestructible Sony mobile that isn't.
0:00:17 > 0:00:21It's Watchdog, the programme you cannot afford to miss.
0:00:41 > 0:00:44Yes, hello, and good evening and welcome to Watchdog.
0:00:44 > 0:00:47We're live as usual for the next 60 minutes. Tonight...
0:00:49 > 0:00:52..insurance companies four months after the floods
0:00:52 > 0:00:54and customers still can't return to their homes.
0:00:54 > 0:00:57Today is the day before our wedding and there's absolutely no way
0:00:57 > 0:00:59I can move back into this.
0:00:59 > 0:01:03I just can't believe it's taken so long to get all this sorted.
0:01:03 > 0:01:04Also, tonight,
0:01:04 > 0:01:07Pontins - we warned 18 months ago
0:01:07 > 0:01:09about the dangers in its holiday camps.
0:01:09 > 0:01:12The company denied there was a problem,
0:01:12 > 0:01:15so why does Pontins Southport look like this?
0:01:16 > 0:01:21Plus, the Sony Xperia Z1 advertised as one of the most
0:01:21 > 0:01:25robust phones ever made except the screen smashes
0:01:25 > 0:01:26without anyone touching it,
0:01:26 > 0:01:28and Rugby World Cup tickets -
0:01:28 > 0:01:31if you bought one on the second-hand market,
0:01:31 > 0:01:34be prepared for disappointment.
0:01:34 > 0:01:36Well, I've got into one or two rucks of my own
0:01:36 > 0:01:39whilst making this programme, but tonight I come up against
0:01:39 > 0:01:43perhaps the roughest group of rogues we've ever wrangled.
0:01:43 > 0:01:46Cooper's Fine Art Auctions is their name and passing off inferior
0:01:46 > 0:01:50items as valuable collectables is their very deliberate game.
0:01:50 > 0:01:53When I tried to warn their customers about what's going on,
0:01:53 > 0:01:55they tried to grab me by the megaphone.
0:01:55 > 0:01:57No, that's mine. You can't take it.
0:01:57 > 0:01:59- I know it's yours. - You can't take that.
0:01:59 > 0:02:01What are you doing? You can't do that.
0:02:01 > 0:02:03Yeah, that never happens on Bargain Hunt.
0:02:03 > 0:02:06Tonight, it's me who's put under the hammer.
0:02:06 > 0:02:10We'll be opening the bidding in a short while.
0:02:10 > 0:02:13Before that, the almost biblical flooding that affected
0:02:13 > 0:02:16large parts of the country at the beginning of the year
0:02:16 > 0:02:19forcing nearly 6,000 families to abandon their homes.
0:02:19 > 0:02:21How did the insurance companies respond?
0:02:21 > 0:02:26Remember, Churchill describes itself as your "dependable partner",
0:02:26 > 0:02:30while Royal & Sun Alliance promises to "keep customers moving" -
0:02:30 > 0:02:33reassuring slogans to attract business,
0:02:33 > 0:02:35but then there's the reality.
0:02:35 > 0:02:40This winter was the wettest the UK has seen for over 100 years.
0:02:40 > 0:02:44Storms rolled in from the Atlantic creating wet and wild scenes that
0:02:44 > 0:02:49left parts of the country from Devon to Dumfries submerged for weeks.
0:02:50 > 0:02:52This is Staines-upon-Thames,
0:02:52 > 0:02:55although in February it was more like Staines-below-Thames.
0:02:55 > 0:02:59Where I'm standing now was nearly two metres under water.
0:03:00 > 0:03:03Wherever you were, though, if your home was flooded,
0:03:03 > 0:03:06there'd have been just two things on your mind -
0:03:06 > 0:03:08how much damage has been done
0:03:08 > 0:03:13and what will your insurance company do to help put things right?
0:03:13 > 0:03:16Just ask Royal & Sun Alliance customers
0:03:16 > 0:03:18Paula and Andrew Powell from Somerset.
0:03:18 > 0:03:22In February, the couple woke to find the entire ground floor
0:03:22 > 0:03:24of their house submerged.
0:03:24 > 0:03:26Seeing this muddy floodwater
0:03:26 > 0:03:28coming into our home was just
0:03:28 > 0:03:30heartbreaking, something
0:03:30 > 0:03:32completely out of your control
0:03:32 > 0:03:33and just seeing your home
0:03:33 > 0:03:35just deteriorate before your eyes.
0:03:35 > 0:03:37We called Sun Alliance to tell them
0:03:37 > 0:03:39that we had water in the house.
0:03:39 > 0:03:40They told us that someone
0:03:40 > 0:03:42would be in touch with us.
0:03:42 > 0:03:44They gave us a claim reference
0:03:44 > 0:03:46and after that we just carried on
0:03:46 > 0:03:48moving belongings upstairs.
0:03:48 > 0:03:51According to their own insurers, RSA,
0:03:51 > 0:03:54customers with an obviously urgent claim like this should be
0:03:54 > 0:03:58called back within four hours to begin the process.
0:03:58 > 0:04:01Yet it took them four days to get back in touch to start
0:04:01 > 0:04:03processing the claim.
0:04:03 > 0:04:05The company apologised,
0:04:05 > 0:04:06but it wasn't to be the last time
0:04:06 > 0:04:08they'd leave the Powells in the lurch.
0:04:08 > 0:04:12Once the water retreats, insurance companies are supposed to send out
0:04:12 > 0:04:14a loss adjuster within 24 hours.
0:04:14 > 0:04:17These are the people insurers appoint to assess damage
0:04:17 > 0:04:22and arrange repairs, but, once again, that's not what happened.
0:04:22 > 0:04:25We called Royal Sun Alliance as soon as the floodwater was
0:04:25 > 0:04:27gone from the house, expecting a visit,
0:04:27 > 0:04:30and it still took a week and a half for someone to come out
0:04:30 > 0:04:32and look at the house and the damage.
0:04:32 > 0:04:35Whether it's a time of national crisis or not,
0:04:35 > 0:04:38these time delays are simply unacceptable says former chief
0:04:38 > 0:04:42executive of the National Flood Forum Mary Dhonau.
0:04:42 > 0:04:45RSA really should've been there a lot quicker,
0:04:45 > 0:04:48first of all to help them in their misery and secondly
0:04:48 > 0:04:51because they can get the dehumidifiers and fans
0:04:51 > 0:04:55and the stripping out and the drying process underway
0:04:55 > 0:04:58and it will actually cut down the amount of time
0:04:58 > 0:05:01that the homeowners have to be out of their property.
0:05:01 > 0:05:06When the loss adjuster did eventually visit the property, he said
0:05:06 > 0:05:10he'd arrange for dryers to be brought to their home, but guess what?
0:05:10 > 0:05:14That proved too difficult for RSA too.
0:05:14 > 0:05:18Because nearly a fortnight after the loss adjuster's eventual visit,
0:05:18 > 0:05:22the dryers he promised still hadn't arrived.
0:05:22 > 0:05:25And keeping a house wet for that long can seriously
0:05:25 > 0:05:28increase the time it takes to dry it as well as causing items
0:05:28 > 0:05:32within to grow mould, even if they weren't touched by the floodwater.
0:05:32 > 0:05:35Our clothes, our belongings, were all suffering
0:05:35 > 0:05:38because the house was so wet, so although the water had gone,
0:05:38 > 0:05:40the walls were growing mould,
0:05:40 > 0:05:42the house was smelling absolutely atrocious.
0:05:42 > 0:05:44The Powells decided enough was enough
0:05:44 > 0:05:46and took matters into their own hands.
0:05:46 > 0:05:50They hired their own loss adjuster and tasked him to take over repairs.
0:05:50 > 0:05:53Within a week, two dehumidifiers
0:05:53 > 0:05:56and three fans were working round the clock inside their home.
0:05:56 > 0:05:59They're still living in temporary accommodation,
0:05:59 > 0:06:02but at least now progress is being made.
0:06:02 > 0:06:06The Powells in good faith have regularly paid their insurance,
0:06:06 > 0:06:09flood insurance, expecting, at the end of the day,
0:06:09 > 0:06:12should they need to claim that they will get good service
0:06:12 > 0:06:15and the fact that they've been treated so shoddily
0:06:15 > 0:06:19and felt forced to get their private loss assessor in, for me,
0:06:19 > 0:06:21is just not good practice at all.
0:06:24 > 0:06:26Meanwhile, near here in Staines,
0:06:26 > 0:06:30another couple were also suffering at the hands of their insurers.
0:06:30 > 0:06:32This time the company was Churchill
0:06:32 > 0:06:36and this time there was more at stake than just a damaged property.
0:06:38 > 0:06:41The flood happened on 10th Feb, which was just over three months
0:06:41 > 0:06:43before we were due to have our wedding.
0:06:43 > 0:06:47We'd literally just got the house just how we wanted,
0:06:47 > 0:06:51so to have something like this happen, it was really devastating.
0:06:51 > 0:06:55As soon as the floodwaters hit, Simon and Erin called Churchill,
0:06:55 > 0:06:57but their call fell on deaf ears.
0:06:57 > 0:06:59It wasn't until the third day of trying
0:06:59 > 0:07:02that I actually managed to get through to someone.
0:07:02 > 0:07:06Which, according to our expert, is, once again, totally unacceptable.
0:07:06 > 0:07:11The Association of British Insurers have made a commitment to say
0:07:11 > 0:07:16that most big insurance companies run a 24-hour-a-day flood
0:07:16 > 0:07:21insurance claim hotline in times of big floods, like this one,
0:07:21 > 0:07:25so really I'm at a loss to understand why Churchill
0:07:25 > 0:07:27didn't answer the phone call promptly.
0:07:27 > 0:07:31Once Simon did get through, a loss adjuster visited the property
0:07:31 > 0:07:33and started planning the work needed,
0:07:33 > 0:07:37so Simon and Erin, now living with her parents, felt
0:07:37 > 0:07:42reassured that the repairs would be completed well before their big day.
0:07:42 > 0:07:45But Simon was wrong to feel so confident,
0:07:45 > 0:07:50because Churchill were about to make another blunder.
0:07:52 > 0:07:55For five weeks, Simon heard nothing from Churchill
0:07:55 > 0:07:58and when they did eventually get in touch, it wasn't
0:07:58 > 0:08:02to start repairs, it was to ask for a copy of the building survey
0:08:02 > 0:08:04he'd had done when he bought the house.
0:08:04 > 0:08:07Because of a query over a pre-existing subsidence claim,
0:08:07 > 0:08:10Churchill had decided to put the flood repairs on hold
0:08:10 > 0:08:12without telling him.
0:08:12 > 0:08:14Something simple like that they could have done within
0:08:14 > 0:08:18the first few days, they could have rang Simon, asked for the survey
0:08:18 > 0:08:19and got the claim moving again.
0:08:19 > 0:08:22Churchill admitted they'd made a mistake
0:08:22 > 0:08:25and finally began repairs last month.
0:08:25 > 0:08:28But with less than two months to go until the wedding,
0:08:28 > 0:08:32would there be enough time left to get the house ready to live in
0:08:32 > 0:08:34for when they returned from honeymoon?
0:08:34 > 0:08:36In short, no.
0:08:37 > 0:08:39So today is the day before our wedding
0:08:39 > 0:08:42and there's absolutely no way I can move back into this.
0:08:42 > 0:08:46If Churchill had asked for this information at the start
0:08:46 > 0:08:48of the process instead of waiting five weeks,
0:08:48 > 0:08:50then I could have moved back into my home by now
0:08:50 > 0:08:53and I could have walked my bride over the threshold
0:08:53 > 0:08:56after our wedding day, but that's just not going to happen any more.
0:08:56 > 0:08:58Aw-w! And remember at the time of the floods,
0:08:58 > 0:09:01the Prime Minister gave the clear instruction
0:09:01 > 0:09:04the insurance industry was to get off its backside
0:09:04 > 0:09:08and do everything it could to get people back into their homes.
0:09:08 > 0:09:10Well, Royal & Sun Alliance say it's very sorry
0:09:10 > 0:09:13Andrew and Paula Powell were unhappy with how their claim was handled.
0:09:13 > 0:09:15It says its national claims director
0:09:15 > 0:09:18has now personally visited the couple
0:09:18 > 0:09:21and it's confident a plan has been agreed to restore their home.
0:09:21 > 0:09:23OK, it's taken three months,
0:09:23 > 0:09:26and has that personal claims director been to everybody's
0:09:26 > 0:09:30home who's disappointed or is it just Watchdog who's made a fuss?
0:09:30 > 0:09:32I see where you're going with that.
0:09:32 > 0:09:35As for Churchill, it says that part of the delay
0:09:35 > 0:09:38was unavoidable due to the subsidence claim.
0:09:38 > 0:09:42It wasn't unavoidable. It could have been dealt with...
0:09:42 > 0:09:44If they'd dealt with the flooding first,
0:09:44 > 0:09:48and left the subsidence till later, it wouldn't have been such a delay.
0:09:48 > 0:09:51Well, Churchill say it's now resolved Simon's complaint.
0:09:51 > 0:09:54It's apologised, given him 200 quid as a goodwill gesture
0:09:54 > 0:09:57and agreed a higher daily allowance for the time they remain
0:09:57 > 0:09:59- in temporary accommodation.- OK.
0:09:59 > 0:10:02So, who else is out of their homes?
0:10:02 > 0:10:04Tell us about your experience with the floods, please.
0:10:04 > 0:10:06Yes, here's how to do it, e-mail us at...
0:10:08 > 0:10:09..or you can use Twitter.
0:10:09 > 0:10:12Our address and hashtag are on your screens now and you can text
0:10:12 > 0:10:17on 88822, making sure you start your message with the letters WD.
0:10:17 > 0:10:18Coming up...
0:10:20 > 0:10:21..the all-new Pontins,
0:10:21 > 0:10:26a £25 million facelift to provide Disney razzmatazz.
0:10:26 > 0:10:29Really? How come one of its camps is a danger zone?
0:10:32 > 0:10:36Things. Don't you just love things? Look at these.
0:10:36 > 0:10:38I've got a vase in the shape of a duck...
0:10:38 > 0:10:42this is not-at-all-scary ceramic child,
0:10:42 > 0:10:46and probably my favourite, a weasel on a branch.
0:10:47 > 0:10:51Now, all of these are undoubtedly lovely things,
0:10:51 > 0:10:55but there's something more important that I should tell you about things.
0:10:55 > 0:10:58They're only worth what people are prepared to pay for them
0:10:58 > 0:11:00and how do you know how much that is?
0:11:00 > 0:11:05Well, unfortunately, you have to take someone's word for it.
0:11:05 > 0:11:07DRAMATIC MUSIC PLAYS
0:11:26 > 0:11:28Hello, and welcome to another edition
0:11:28 > 0:11:29of Tat In The Loft
0:11:29 > 0:11:31with your host Lenza Senna.
0:11:35 > 0:11:38- Car-boot sale, you say?- Yes. - Wonderful item.
0:11:38 > 0:11:41All the features are absolutely wonderful, the little dove there,
0:11:41 > 0:11:45the charming little fingers, the angelic wings, absolutely wonderful.
0:11:45 > 0:11:48Anything to do with angels or cherubs
0:11:48 > 0:11:50always going to be very, very popular.
0:11:50 > 0:11:52Craftsmanship with a capital C.
0:11:52 > 0:11:56- Have you had this particular item insured?- No, I haven't.
0:11:56 > 0:11:59Good, they're ten a penny, cheap as chips.
0:12:03 > 0:12:05It never happens like that, does it?
0:12:05 > 0:12:09Which I personally think is a shame, but, for a second there,
0:12:09 > 0:12:13you might have been thinking that this was very valuable
0:12:13 > 0:12:16because we've created the expectation in your mind
0:12:16 > 0:12:18that it was.
0:12:21 > 0:12:22'Yes, you might have done.
0:12:22 > 0:12:24'It was just this sort of expectation
0:12:24 > 0:12:25'that convinced Iman Torfig
0:12:25 > 0:12:31'to fork out £600 for this painting of nudey women bathing.
0:12:31 > 0:12:35'The auctioneer, you see, led her to believe it was very, very valuable.'
0:12:35 > 0:12:37OK, it's not really to my taste, I have to say.
0:12:37 > 0:12:39The only reason I bought it was
0:12:39 > 0:12:42because he quoted it as having a value of 10,000.
0:12:42 > 0:12:46I thought, "I can take this and sell it in another auction
0:12:46 > 0:12:47"and make some money."
0:12:47 > 0:12:51And this is because you're given a valuation on it by someone
0:12:51 > 0:12:54- you believe to be impartial, acting as an auctioneer...- Exactly.
0:12:54 > 0:12:56They must have some kind of experience.
0:12:56 > 0:12:58And I thought, "What do I know about art?"
0:12:58 > 0:13:03'In reality, the painting isn't worth anything like 10,000,
0:13:03 > 0:13:05'it's more like 200.'
0:13:05 > 0:13:08He said that these are bankruptcies and they have to sell
0:13:08 > 0:13:12and that's how come you can get something at a fraction of the price.
0:13:13 > 0:13:16'The man she'd trusted was the chief auctioneer
0:13:16 > 0:13:19'of Cooper's Fine Art Auctions UK Limited,
0:13:19 > 0:13:23'please, not to be confused with any other company with a similar name.
0:13:23 > 0:13:27'They hold so-called bankruptcy auctions every week at a different
0:13:27 > 0:13:32'top London hotel offering all manner of goods at knockdown prices.
0:13:32 > 0:13:34'Oh, look at all those things.
0:13:34 > 0:13:36'I like things, but I don't know much about them,
0:13:36 > 0:13:39'so I've brought in Aubrey Dawson, an antiques expert and auctioneer,
0:13:39 > 0:13:42'to take a closer look at some of the things
0:13:42 > 0:13:44'bought at Cooper's auctions.'
0:13:44 > 0:13:47So we are surrounded by Cooper's booty.
0:13:47 > 0:13:49These are all bargains, by the way.
0:13:49 > 0:13:52Well, on the bottom of this one it says,
0:13:52 > 0:13:55"Valentina Crystal E895.00,"
0:13:55 > 0:14:00so clearly they're saying it is worth nearly 900 euros.
0:14:00 > 0:14:02That's ridiculous.
0:14:02 > 0:14:03There's no other word for it.
0:14:03 > 0:14:06They're not crystal, they're glass, undoubtedly, probably
0:14:06 > 0:14:10made in China, not very good quality and they are worth a tenth of that.
0:14:10 > 0:14:12Have a look at this.
0:14:12 > 0:14:15Again, from Cooper's, it's a Fleurie, 2012, very good year.
0:14:15 > 0:14:18- This is an investment wine...- Right.
0:14:18 > 0:14:21..crucially, and that presumably means that in time it will be worth
0:14:21 > 0:14:23more than you paid for it.
0:14:23 > 0:14:25What do you think of that?
0:14:25 > 0:14:28It's a nice bottle, a nice red, you can
0:14:28 > 0:14:30buy these from wholesale cash-and-carry type
0:14:30 > 0:14:35places for about £10 a bottle, so £120 for a case, it's good value.
0:14:35 > 0:14:39OK. Yeah, well, it's a shame that you say that, then, because these
0:14:39 > 0:14:45were purchased at a Cooper's auction for over £300 for the case.
0:14:45 > 0:14:47Are they likely to appreciate in value?
0:14:47 > 0:14:51You'd need to hang onto those for a long time before they accumulated
0:14:51 > 0:14:55any additional value, particularly at £30 a bottle, as opposed to £10.
0:14:55 > 0:14:59Now, if you take a look behind you, you will see a painting.
0:14:59 > 0:15:02It's a very modern picture, if you touch it,
0:15:02 > 0:15:04the paint is almost still a little bit tacky.
0:15:04 > 0:15:07This is painted very recently, in the few last years.
0:15:07 > 0:15:13The valuation placed on this by Cooper's was around £10,000.
0:15:13 > 0:15:16- For how many?- Just for this one.
0:15:16 > 0:15:20- Just the one?- Just that one there, yes.
0:15:20 > 0:15:23I think you could buy that picture quite easily at most local
0:15:23 > 0:15:27- salerooms for between £200-£300. - I need your help, Aubrey.
0:15:27 > 0:15:29- Love to help, definitely. - I have one more item for you.
0:15:37 > 0:15:40- Using your expertise, can you tell what's in this box?- I've no idea(!)
0:15:40 > 0:15:44It's a top-secret hidden camera.
0:15:44 > 0:15:46Could you take this to a Cooper's auction for us
0:15:46 > 0:15:47and have a look at what's going on?
0:15:47 > 0:15:50- I would love to.- There you go.- Great.
0:15:51 > 0:15:54And with hidden cameras in place,
0:15:54 > 0:15:57Aubrey and our team visit two of Cooper's Sunday auctions.
0:16:07 > 0:16:11Both are at central London hotels, unconnected to Cooper's.
0:16:11 > 0:16:14It's clear straightaway these auctions are massive operations
0:16:14 > 0:16:16and look very professional.
0:16:18 > 0:16:22The walls are lined with the so-called bankrupt stock.
0:16:22 > 0:16:27There are lamps, watches, bronzes, paintings, rugs, bags and wine.
0:16:27 > 0:16:30Aubrey and a couple of hundred other potential buyers
0:16:30 > 0:16:33are given one hour to browse the goodies on sale
0:16:33 > 0:16:35and to chat to Cooper's experts,
0:16:35 > 0:16:39who are keen to stress the amazing bargains they have on offer.
0:16:46 > 0:16:48Then, as business is about to get underway,
0:16:48 > 0:16:51the chief auctioneer himself begins to address the crowd.
0:16:58 > 0:17:00We move to the front for a closer look,
0:17:00 > 0:17:04while he's giving some useful advice for anyone looking for a watch.
0:17:14 > 0:17:16Hang on.
0:17:16 > 0:17:18That auctioneer looks familiar,
0:17:18 > 0:17:22and when our cameras get up even closer, the penny drops.
0:17:22 > 0:17:23I know this guy.
0:17:23 > 0:17:25I've met him before.
0:17:25 > 0:17:27It's a meeting I shall never forget.
0:17:27 > 0:17:32'Back in 2010, I investigated a company called Nationwide Auctions.
0:17:32 > 0:17:35'Just like Cooper's, we had complaints they were lying
0:17:35 > 0:17:38'about the true value of the goods they had on sale.
0:17:39 > 0:17:42'The same man was running these auctions
0:17:42 > 0:17:44'and when I turned up to confront him in Gillingham,
0:17:44 > 0:17:46'this is what happened.'
0:17:46 > 0:17:48BBC Rogue Traders.
0:17:48 > 0:17:51These have been brought at Nationwide Auctions before.
0:17:51 > 0:17:54'The company wasn't best pleased to see me.'
0:17:54 > 0:17:57These were sold to us as handmade Swiss watches,
0:17:57 > 0:18:02advertised as hundreds or thousands of dollars in value.
0:18:02 > 0:18:08How much do you think you can buy them in Hong Kong for? How much?
0:18:08 > 0:18:11£10-£40 in Hong Kong.
0:18:11 > 0:18:14'I was soon unceremoniously bundled out.'
0:18:14 > 0:18:18Rogue Traders. You've been busted.
0:18:19 > 0:18:22Back then, we only knew this man as Alan but now we know him
0:18:22 > 0:18:26to be Alan Cooper, the brains behind Cooper's Fine Art Auctions,
0:18:26 > 0:18:31a much bigger outfit, now operating in the heart of London.
0:18:31 > 0:18:34Then at nine, I'm selling the diamond ring.
0:18:34 > 0:18:36So, how will he react this time
0:18:36 > 0:18:39when he finds out we're back on his trail?
0:18:41 > 0:18:44Yeah, not too favourably, I can assure you.
0:18:44 > 0:18:48The auction and the friction is just about to get started
0:18:48 > 0:18:52- and there's lots more to come, so stick around.- Thanks, Matt.
0:18:52 > 0:18:57Next, the Sony Xperia Z1 smartphone.
0:18:57 > 0:19:01It looks just like any other mobile, perhaps a bit bigger.
0:19:01 > 0:19:03- Let's have a look. - Not so good for my small handbags.
0:19:03 > 0:19:07OK, you're not necessarily in the market for one of these.
0:19:07 > 0:19:10It's advertised as one of the most robust phones on the market
0:19:10 > 0:19:12it costs about £479 and according to Sony,
0:19:12 > 0:19:14it's ready for life's surprises.
0:19:14 > 0:19:17For example, the rigours of wild swimming pool games
0:19:17 > 0:19:19and hard desert winds.
0:19:19 > 0:19:23So I can drop it on the floor, I can make a call in the shower.
0:19:23 > 0:19:24Do you make calls in the shower?
0:19:24 > 0:19:26- None of your business.- In the bath? - I prefer a shower.
0:19:26 > 0:19:29- Ever dropped a phone down the toilet?- Why would I do that?
0:19:29 > 0:19:31These are the sort of things that people do.
0:19:31 > 0:19:34I'm going to show you that they actually do these things.
0:19:34 > 0:19:37OK, I've got a little experiment. Look, a tank in the studio.
0:19:37 > 0:19:39If I drop it into the water it should still work
0:19:39 > 0:19:42as soon as I take it out. Let's try it.
0:19:44 > 0:19:51Right, it's in there. Let's bring it out again. Shake it off. Dry it out.
0:19:51 > 0:19:53Don't move, I'll do it(!) You know.
0:19:53 > 0:19:56OK, let's see if it works.
0:19:56 > 0:19:58OK, I'm just scrolling down here, clear this,
0:19:58 > 0:20:03and as you can see it is still working.
0:20:03 > 0:20:05Try and get any music out there.
0:20:05 > 0:20:08Pressed the wrong buttons, but there we are. It still works.
0:20:08 > 0:20:10It works. If only I knew how to work it, it works.
0:20:10 > 0:20:12- OK.- That's not too bad, is it?
0:20:12 > 0:20:13The ads have clearly worked,
0:20:13 > 0:20:16because this handset and its predecessor, the Xperia Z, have
0:20:16 > 0:20:20sold by the bucket-load, shifting approximately ten million worldwide.
0:20:20 > 0:20:21Wow!
0:20:21 > 0:20:24But being able to phone a friend while deep-sea diving is all
0:20:24 > 0:20:26very well and good except
0:20:26 > 0:20:30we've heard from more than 100 owners of this smartphone who say
0:20:30 > 0:20:33that despite Sony's boasts about durability,
0:20:33 > 0:20:35the fact is, the screens are
0:20:35 > 0:20:40unbelievably fragile and they crack without anyone touching them or even
0:20:40 > 0:20:41pulling a face at them.
0:20:41 > 0:20:44Yes, look, that does work. It is moving around. That one does work.
0:20:44 > 0:20:46I've just dried it out and worked it.
0:20:46 > 0:20:49Now, if you check forums and chatrooms,
0:20:49 > 0:20:52you will see hundreds more saying the same thing. Some of these crack.
0:20:52 > 0:20:56We've got one here. Can you see that on that screen?
0:20:56 > 0:21:00Yes, just there, can you see it's cracked there?
0:21:00 > 0:21:04This one here belongs to a viewer from London.
0:21:04 > 0:21:06And he says the screen smashed while it was in his pocket.
0:21:06 > 0:21:09So despite the claims of the marketing, the screen cracked
0:21:09 > 0:21:12without any force being applied to it whatsoever.
0:21:12 > 0:21:14It appears to be happening a lot.
0:21:15 > 0:21:20My Sony Xperia Z1 in December 2013, after a couple of weeks,
0:21:20 > 0:21:23a small crack had appeared in the top right corner of the screen.
0:21:23 > 0:21:26After a few days it had spread and made the phone pretty much
0:21:26 > 0:21:28unusable.
0:21:28 > 0:21:30I bought a Sony Xperia Z in January.
0:21:30 > 0:21:33Only three months later I took the phone out of my pocket to
0:21:33 > 0:21:37realise that the screen was completely smashed.
0:21:37 > 0:21:44After two or three weeks I noticed a small little crack on my screen.
0:21:44 > 0:21:48I don't know how this happened. The phone was on the desk.
0:21:48 > 0:21:50OK, you would presume
0:21:50 > 0:21:53with these being relatively new handsets you'd be able to
0:21:53 > 0:21:55take them back to where you bought them,
0:21:55 > 0:22:01be it a phone shop or a provider like Vodafone, O2, EE, but no.
0:22:01 > 0:22:03Sony has insisted there isn't a design fault
0:22:03 > 0:22:06and the customers we have spoken to have been told by Sony
0:22:06 > 0:22:08its warranty won't cover repairs,
0:22:08 > 0:22:11meaning it's up to you, the customer,
0:22:11 > 0:22:15or your insurance to pay for a new screen, which can cost up to £250.
0:22:15 > 0:22:18Which is more than half the cost of a brand-new phone.
0:22:18 > 0:22:22But tonight Sony admits that, and I quote,
0:22:22 > 0:22:25"In a small proportion of cases..." -
0:22:25 > 0:22:26they don't say how many -
0:22:26 > 0:22:31"..screens have indeed cracked with no identifiable cause," and in
0:22:31 > 0:22:35these instances, Sony claims it has repaired the screens for free.
0:22:35 > 0:22:39So if your screen has cracked and it's not your fault,
0:22:39 > 0:22:42or you've had the brush-off, please go back to Sony
0:22:42 > 0:22:46and push customer services to get a new screen for nothing.
0:22:46 > 0:22:48Sony has given us a phone line to call
0:22:48 > 0:22:50if you are one of the people affected.
0:22:50 > 0:22:52It is...
0:22:55 > 0:22:58- It will be manned...- Or "womanned". - ..or "womanned" from eight
0:22:58 > 0:23:00o'clock in the morning till eight o'clock at night,
0:23:00 > 0:23:03Monday to Friday, and between nine and five on Saturday.
0:23:03 > 0:23:05Make sure you let us know how you get on.
0:23:05 > 0:23:07Thanks, Chris.
0:23:07 > 0:23:10Tomorrow at 1pm the first batch of seats for next year's
0:23:10 > 0:23:14Rugby World Cup go on sale through official ticket suppliers,
0:23:14 > 0:23:17but there is every chance that by five past one
0:23:17 > 0:23:18they'll all be gone.
0:23:18 > 0:23:21The next batch aren't available until September.
0:23:21 > 0:23:25If you miss out you will have to turn to the second-hand market
0:23:25 > 0:23:29and its main players like StubHub and viagogo.
0:23:29 > 0:23:30But here's the thing.
0:23:30 > 0:23:34These companies have had thousands of tickets on sale
0:23:34 > 0:23:37for the last month at prices up to £9,000.
0:23:37 > 0:23:39How can that be?
0:23:39 > 0:23:43It cannot. The trouble is, the secondary market sites
0:23:43 > 0:23:45don't ask for proof that tickets exist.
0:23:45 > 0:23:48So why is this practice allowed to continue?
0:23:48 > 0:23:52Why isn't it banned? After all, it's been banned before.
0:23:57 > 0:24:01They were golden tickets for golden moments.
0:24:01 > 0:24:04In fact tickets from London 2012 were
0:24:04 > 0:24:07so precious they couldn't be resold.
0:24:07 > 0:24:10If you tried you'd have been prosecuted
0:24:10 > 0:24:12and you could have ended up in prison.
0:24:12 > 0:24:14The one-off law effectively stamped out
0:24:14 > 0:24:17touting for the Games completely.
0:24:17 > 0:24:21It was such a success that the organisers of next year's
0:24:21 > 0:24:25Rugby World Cup in England asked the Government to do it again.
0:24:25 > 0:24:27But they refused.
0:24:27 > 0:24:29They told them
0:24:29 > 0:24:31whilst they were happy to take such action for the Olympics and
0:24:31 > 0:24:35this year's Commonwealth Games, they wouldn't make it a general rule.
0:24:35 > 0:24:39In their view, the reselling of tickets is part of a
0:24:39 > 0:24:43free market and those that are doing it are simply entrepreneurs.
0:24:43 > 0:24:47Well, this is the result of that policy.
0:24:47 > 0:24:51We found over 4,000 tickets for sale for the Rugby World Cup
0:24:51 > 0:24:56on StubHub and viagogo, priced between £1,000 and £9,000.
0:24:56 > 0:24:59That's more than 20 times face value.
0:24:59 > 0:25:01But that's not the worst of it.
0:25:01 > 0:25:03We found that at least 900 of them
0:25:03 > 0:25:06are what are known as speculative tickets.
0:25:06 > 0:25:09In other words, they simply don't exist.
0:25:09 > 0:25:14The first batch of tickets don't go on sale until tomorrow.
0:25:14 > 0:25:17Now, this seller is claiming to have tickets for the final
0:25:17 > 0:25:20at Twickenham in the north upper tier,
0:25:20 > 0:25:25yet organisers haven't even allocated any seats for the matches.
0:25:25 > 0:25:29So what this seller is trying to do is get £9,000 off you
0:25:29 > 0:25:33in the hope that when the tickets do go up for grabs
0:25:33 > 0:25:36he'll be able to buy one and then pass it on to you.
0:25:36 > 0:25:39That ticket may never arrive.
0:25:39 > 0:25:43And even if it does it might be in a completely different
0:25:43 > 0:25:44part of the stadium.
0:25:44 > 0:25:45Selling a ticket
0:25:45 > 0:25:48you know you can't deliver is fraud
0:25:48 > 0:25:51and fraud in the ticketing industry has become such a serious
0:25:51 > 0:25:55problem that this month one of the police officers leading the fight
0:25:55 > 0:25:59against it was compelled to speak out to warn people of the dangers.
0:25:59 > 0:26:02Ticketing fraud in this country is a growing problem.
0:26:02 > 0:26:05It's costing at least £3.7 million every year.
0:26:05 > 0:26:07That number is growing.
0:26:07 > 0:26:10There's no doubt that some fraudsters are using these secondary
0:26:10 > 0:26:12sites in order to make a lot of money,
0:26:12 > 0:26:14that people are being defrauded
0:26:14 > 0:26:16because these tickets have never existed in the first place.
0:26:16 > 0:26:19We have heard of instances of people buying the ticket and not
0:26:19 > 0:26:23realising for six months that they've been a victim of a fraud.
0:26:23 > 0:26:27By the time they know it, the event or the concert is upon them.
0:26:27 > 0:26:30It's too late for them to now get new tickets, real tickets.
0:26:30 > 0:26:32They've missed that opportunity.
0:26:32 > 0:26:35According to the Association of Chief Police Officers,
0:26:35 > 0:26:38because organised criminal gangs are now at work in the secondary
0:26:38 > 0:26:42ticketing market, the industry needs to change.
0:26:42 > 0:26:44And surely there's a simple solution.
0:26:44 > 0:26:47The Government won't make the reselling of tickets illegal,
0:26:47 > 0:26:49so what does that leave us?
0:26:49 > 0:26:51How about a price cap?
0:26:51 > 0:26:53Allowing people to resell tickets,
0:26:53 > 0:26:57but for only 10% above the original value.
0:26:57 > 0:27:00Wouldn't that stamp out fraud immediately?
0:27:00 > 0:27:05Well, MP and Take That fan Sharon Hodgson thinks that would be magic.
0:27:07 > 0:27:11Six years ago she spotted Take That tickets popping up on the secondary
0:27:11 > 0:27:15market just minutes after going on general sale, a tell-tale sign
0:27:15 > 0:27:19they hadn't been bought by someone who actually wanted to attend.
0:27:19 > 0:27:22Ever since, she has been campaigning for a cap.
0:27:22 > 0:27:24She put forward a Private Member's Bill,
0:27:24 > 0:27:26but the Government rejected the idea.
0:27:26 > 0:27:29Now she is determined to make them reconsider.
0:27:29 > 0:27:33There should be a resale mechanism, but if you take the profit
0:27:33 > 0:27:37out of it, if you've got a cap, then nobody is going to...
0:27:37 > 0:27:39Why would anybody buy up huge quantities of tickets
0:27:39 > 0:27:42if they can't resell them on at a huge profit?
0:27:42 > 0:27:44To me that's the immediate fix,
0:27:44 > 0:27:49but whether I can get it through that place is a bit of a tougher question.
0:27:49 > 0:27:54If she can't, it seems there will be little to stop online ticket
0:27:54 > 0:27:58touts continuing to exploit the secondary market.
0:27:58 > 0:28:02More than 4,000 Rugby World Cup tickets are on sale at
0:28:02 > 0:28:03viagogo and StubHub.
0:28:03 > 0:28:08Why? Chris went to StubHub's London office to find out.
0:28:08 > 0:28:12Thank you very much for talking to us.
0:28:12 > 0:28:15I'm learning about this secondary market for tickets.
0:28:15 > 0:28:19I suppose the only way I've ever seen or known it, is the guys,
0:28:19 > 0:28:22the shady characters, with the long coats saying,
0:28:22 > 0:28:23"Tickets, tickets, got any tickets?"
0:28:23 > 0:28:26What's the difference between them and you?
0:28:26 > 0:28:27Completely different.
0:28:27 > 0:28:32I think we are an open platform where people can sell or buy tickets
0:28:32 > 0:28:36safely in the open. It is completely transparent.
0:28:36 > 0:28:39So it is a very different model from the experience of touts.
0:28:39 > 0:28:41You call them touts, we call them scalpers in the US,
0:28:41 > 0:28:44outside of stadiums and in shady corners.
0:28:44 > 0:28:46Obviously you've mentioned the ticket touts,
0:28:46 > 0:28:48or the scalpers, did you describe them?
0:28:48 > 0:28:50Scalpers in the US, we call them scalpers.
0:28:50 > 0:28:54- Because that obviously leads sometimes to fraud...- Mm-hm.
0:28:54 > 0:28:55it leads to inflated prices,
0:28:55 > 0:28:58and sometimes they haven't even got the tickets to sell you.
0:28:58 > 0:29:01They will say, "Leave it with me, I will get it back."
0:29:01 > 0:29:03But that happens in your market too, doesn't it?
0:29:03 > 0:29:05Inflated prices? Fraud?
0:29:05 > 0:29:09So, it's important to remember we don't own tickets, we don't price
0:29:09 > 0:29:13tickets, so we have tickets available at all sorts of different prices.
0:29:13 > 0:29:16A ticket being put on our platform at a really high price,
0:29:16 > 0:29:18and there are some very high prices for high-profile events,
0:29:18 > 0:29:20doesn't mean it's going to sell.
0:29:20 > 0:29:23In fact there are lots of tickets which sell for below face value
0:29:23 > 0:29:25and there are a lot of good deals available,
0:29:25 > 0:29:27so I think it is important to understand that.
0:29:27 > 0:29:30What's your view on speculative ticketing?
0:29:30 > 0:29:34We don't allow speculative ticketing, on our site.
0:29:34 > 0:29:37- That's pretty clear in our terms and conditions.- I have to wait,
0:29:37 > 0:29:40I'm still waiting for the tickets to become available, for me
0:29:40 > 0:29:42to go and buy for the Rugby World Cup.
0:29:42 > 0:29:45Yet you have got someone on StubHub. How have they come around?
0:29:45 > 0:29:49So, to be perfectly honest, I am not sure in that specific instance.
0:29:49 > 0:29:52Maybe through hospitality packages, tour tickets.
0:29:52 > 0:29:56We have the club on sale going on in May, so there
0:29:56 > 0:29:59are different ways where those tickets could be made available.
0:29:59 > 0:30:03So these tickets have been released early to official tours,
0:30:03 > 0:30:08to official hospitality, VIP, and they've now appeared with you, yes?
0:30:08 > 0:30:12- That's my assumption.- The only reason is, I looked on your website.
0:30:12 > 0:30:14- These are some of the tickets that are available...- Yes.
0:30:14 > 0:30:16..I'll just show you there,
0:30:16 > 0:30:19which specifically say upper north, upper east, lower north,
0:30:19 > 0:30:21upper north, and it goes on.
0:30:21 > 0:30:26Yet when we spoke to England Rugby 2015, they say
0:30:26 > 0:30:29they haven't specifically allocated any tickets to any
0:30:29 > 0:30:32areas for the VIP, for the hospitality.
0:30:32 > 0:30:34We spoke to the VIP and the hospitality people
0:30:34 > 0:30:39and they say this must be speculative ticketing.
0:30:39 > 0:30:41It must be.
0:30:41 > 0:30:44I understand that and certainly I am happy to look into more
0:30:44 > 0:30:46details around that.
0:30:46 > 0:30:50For us, to be also candid about that, it's impossible to verify each
0:30:50 > 0:30:54and every ticket, but I can tell you that it's safe again to sell
0:30:54 > 0:30:56and buy on StubHub,
0:30:56 > 0:30:58and that we have a very limited number of cases
0:30:58 > 0:30:59where things go wrong.
0:30:59 > 0:31:03And if it happens and if, the case you are kind of highlighting,
0:31:03 > 0:31:04is in fact speculative ticketing
0:31:04 > 0:31:07and the tickets are not made available, we would make sure
0:31:07 > 0:31:10the tickets are either replaced or a full refund is provided.
0:31:10 > 0:31:13And again, that happens in a microscopic number of cases.
0:31:13 > 0:31:17Well, she's very French, very charming, quite pretty,
0:31:17 > 0:31:19and you flirted all the way through,
0:31:19 > 0:31:21but she didn't actually tell you anything.
0:31:21 > 0:31:23Well, she did promise to investigate
0:31:23 > 0:31:26and since that interview StubHub has indeed removed all
0:31:26 > 0:31:29the speculative Rugby World Cup tickets listed on their site.
0:31:29 > 0:31:30Viagogo has now done the same,
0:31:30 > 0:31:34but it insists it has a process to counter speculative ticketing.
0:31:34 > 0:31:36But, Annie, it clearly isn't working.
0:31:36 > 0:31:40Yes, and in spite of all the security flaws the Government are
0:31:40 > 0:31:43adamant that the secondary ticketing market doesn't need regulating.
0:31:43 > 0:31:46- Do you agree? We want to hear what you think.- Yes, here's how to do it.
0:31:46 > 0:31:47Go to our website.
0:31:47 > 0:31:49Click where it says "vote now"
0:31:49 > 0:31:51and answer the simple question "yes" or "no."
0:31:51 > 0:31:53"Do you think the secondary ticketing industry
0:31:53 > 0:31:54"needs regulating?"
0:31:54 > 0:31:56Full terms and conditions are on there.
0:31:56 > 0:31:59We'll keep it open till midnight on Tuesday 3 June
0:31:59 > 0:32:01and bring you the results in next week's show.
0:32:01 > 0:32:02Still to come...
0:32:04 > 0:32:06Tired of your mobile company putting up
0:32:06 > 0:32:08bills in the middle of a fixed contract?
0:32:08 > 0:32:13A new law should put a stop to that, but not for all customers.
0:32:15 > 0:32:17Back to Cooper's Fine Art Auctions Ltd.
0:32:17 > 0:32:20We've just discovered that the man running the operation,
0:32:20 > 0:32:22Alan Cooper, is an old friend of mine,
0:32:22 > 0:32:25by which I mean he's not really an old friend of mine.
0:32:25 > 0:32:29Back in 2010 his company, Nationwide Auctions, were lying about items
0:32:29 > 0:32:32so that the public would pay over the odds for them,
0:32:32 > 0:32:36and four years later it would appear he's up to the same old nonsense.
0:32:36 > 0:32:40So, now we know who he is, let's hear what he has to say.
0:32:42 > 0:32:46'Antiques expert Aubrey Dawson is undercover for us
0:32:46 > 0:32:49'at one of Alan Cooper's weekly bankruptcy auctions,
0:32:49 > 0:32:52'but before it gets underway he moves in on the man himself
0:32:52 > 0:32:55'to ask how he values the goods on offer.'
0:33:13 > 0:33:16But as the auction gets into full swing,
0:33:16 > 0:33:20and he unveils the day's star lot, we get a clear indication
0:33:20 > 0:33:23that Alan Cooper's price estimates are...
0:33:23 > 0:33:24astronomical.
0:33:47 > 0:33:50'The best diamond on planet Earth is on sale
0:33:50 > 0:33:52'in a hotel conference room(!)
0:33:52 > 0:33:54'How much does he want, exactly?
0:34:06 > 0:34:07'Unbelievable.'
0:34:09 > 0:34:13Newsroom. Yes, have I got a story for you?
0:34:14 > 0:34:17A rare diamond thought to be the only one on the planet has gone
0:34:17 > 0:34:21up for sale at Cooper's Auctions in London today.
0:34:21 > 0:34:25The diamond, claimed to be worth £850,000,
0:34:25 > 0:34:27sold for just £80,000.
0:34:27 > 0:34:31Stop. Stop. That's a load of old battleships.
0:34:31 > 0:34:35When you see it like that, you realise just how ridiculous it is.
0:34:35 > 0:34:38'Yes, Alan Cooper is full of it,
0:34:38 > 0:34:41'but to prove the point it's time to make some purchases of our own.
0:34:41 > 0:34:46'Something a little cheaper, perhaps. How about an Afghan rug?
0:34:46 > 0:34:48'Cos one is just going up for sale.'
0:34:53 > 0:34:56'What price is he willing to accept for it?
0:35:00 > 0:35:02'At that price it's got to be a bargain(!)
0:35:02 > 0:35:03'So we start bidding.
0:35:15 > 0:35:18'And wouldn't you know it, it's us that's won.
0:35:18 > 0:35:22'Yeah, our number ends 007. That's cool.'
0:35:22 > 0:35:25He's got the rug I can't pronounce.
0:35:25 > 0:35:29'With the prowess of a super spy, Aubrey snapped up the rug for £900
0:35:29 > 0:35:33'plus commission and after picking up another little pressie for me
0:35:33 > 0:35:36'he's out of the door quicker than Odd Job from a hat shop.'
0:35:36 > 0:35:39- Right, there we go.- Rug.
0:35:39 > 0:35:41- A nice rug for you.- Yes. And what's this?
0:35:41 > 0:35:44And that, I'm not sure if it will match your outfit,
0:35:44 > 0:35:45but it's the closest I could find.
0:35:45 > 0:35:50- A handbag? You really shouldn't have.- I know.
0:35:50 > 0:35:53- I really shouldn't have.- I'll check that out later,
0:35:53 > 0:35:55but let's have a look at this rug. OK.
0:35:55 > 0:35:57What have we got here?
0:35:57 > 0:36:02Here we have a modern carpet, woollen carpet, handmade,
0:36:02 > 0:36:05made in Afghanistan from the Khel Mamoon tribe.
0:36:05 > 0:36:07Quite a nice rug.
0:36:07 > 0:36:10- However, paid a lot of money for it.- OK.
0:36:10 > 0:36:14What was the valuation that they placed on this during the auction?
0:36:14 > 0:36:17We were told that this rug would be £5,000
0:36:17 > 0:36:19and that these were sold in Harrods.
0:36:19 > 0:36:21How much did we pay for it?
0:36:21 > 0:36:23Just over 1,000.
0:36:23 > 0:36:26This carpet is worth £300 to £400.
0:36:26 > 0:36:29Right. Before you ask, we checked with Harrods.
0:36:29 > 0:36:32No, they've never sold it, let alone at that price.
0:36:32 > 0:36:35So the carpet is not magic. But what about our handbag?
0:36:35 > 0:36:38Apparently it's a Krrug.
0:36:38 > 0:36:39You've heard of them, yeah?
0:36:39 > 0:36:41Krrug. Right?
0:36:41 > 0:36:42Guys?
0:36:49 > 0:36:53Cooper's staff have handed out catalogues
0:36:53 > 0:36:57which seem to show that these bags are worth about a grand each.
0:36:57 > 0:36:59So when bidding starts at just £20,
0:36:59 > 0:37:02there's a lot of interest from the crowd.
0:37:02 > 0:37:04£20 right now.
0:37:11 > 0:37:14Yes, Cooper actually stops the bidding at just £50
0:37:14 > 0:37:18and sells ten of these supposedly designer bags in one go
0:37:18 > 0:37:19to different buyers.
0:37:19 > 0:37:22...gone.
0:37:22 > 0:37:24Has he just generously gifted us all a brilliant deal
0:37:24 > 0:37:26or is he up to something else?
0:37:26 > 0:37:28You know what I need?
0:37:28 > 0:37:30A handbag expert. That's a first.
0:37:30 > 0:37:33- Laura, how do you do? - Hello, pleased to meet you.
0:37:33 > 0:37:35How does it feel to be the official Rogue Traders bag lady?
0:37:35 > 0:37:37I'm really looking forward to it.
0:37:37 > 0:37:39Well, what a treat we have.
0:37:39 > 0:37:44Because this is only a Krrug handbag.
0:37:44 > 0:37:47- Wow(!)- What do you think of that?
0:37:47 > 0:37:48What a specimen.
0:37:48 > 0:37:51I mean, how much did you pay for this bag?
0:37:51 > 0:37:53Well, look, here's the funny thing.
0:37:53 > 0:37:59- There's a tag here and on it is the price of 1,210 euros.- Right.
0:37:59 > 0:38:01I'd be eager to get your thoughts.
0:38:01 > 0:38:05The first thing that I would notice is the packaging, the presentation.
0:38:05 > 0:38:07Unbranded, flimsy, you could tear this.
0:38:07 > 0:38:10Packaging of the handles, flimsy plastic again.
0:38:10 > 0:38:13Flimsy, lame piece of cardboard and Sellotape.
0:38:13 > 0:38:15Someone's old wrapping paper.
0:38:15 > 0:38:18These threads are loose.
0:38:18 > 0:38:21I would say that this bag is quite a poor attempt.
0:38:21 > 0:38:23Have you ever heard of Krrug with two Rs?
0:38:23 > 0:38:24I haven't, no.
0:38:24 > 0:38:26It's not one that's flagged up on your radar?
0:38:26 > 0:38:28It's not one that I recognise.
0:38:28 > 0:38:32What valuation would you, Laura, place on this bag?
0:38:32 > 0:38:36I would say that this bag is worth less than £100.
0:38:36 > 0:38:38Could you put a firmer price on it than that?
0:38:38 > 0:38:40£17.
0:38:40 > 0:38:4117!
0:38:43 > 0:38:45I'm going to leave this with you.
0:38:45 > 0:38:49- Please don't.- Thank you very much. - Thank you.- Nice to meet you.- Bye.
0:38:51 > 0:38:54Regardless of whether you spend tens, hundreds
0:38:54 > 0:38:56or even thousands of pounds,
0:38:56 > 0:38:59it's clear you can't trust a word that Alan Cooper says.
0:39:01 > 0:39:03So what have we learned?
0:39:03 > 0:39:05Well, we know that Cooper's Fine Art Auctions
0:39:05 > 0:39:08lie about their goods to make them seem like bargains.
0:39:08 > 0:39:11But we've seen through their little ruse.
0:39:11 > 0:39:12And you know what?
0:39:12 > 0:39:15I have a couple of tricks of my own up my sleeve.
0:39:15 > 0:39:18Find out all about it in ten.
0:39:18 > 0:39:22Before that, Pontins, a company we've investigated several times.
0:39:22 > 0:39:25When we first looked at its holiday camps three years ago,
0:39:25 > 0:39:27we knew conditions were bad.
0:39:27 > 0:39:31But now, we need to warn you, they are worryingly dangerous.
0:39:31 > 0:39:33Let's take you back to 2011,
0:39:33 > 0:39:37the year the five Pontins holiday camp resorts were taken over
0:39:37 > 0:39:38by the Britannia Hotel group.
0:39:38 > 0:39:44It promised a Disney-style make-over as part of a £25 million overhaul.
0:39:44 > 0:39:47Now, six minutes...months into its ownership,
0:39:47 > 0:39:49we started to receive serious complaints
0:39:49 > 0:39:54about the standards of hygiene and cleanliness inside the parks.
0:39:54 > 0:39:55And this is what one family
0:39:55 > 0:39:58who went to stay at the Brean Sands resort in Somerset
0:39:58 > 0:39:59had to say.
0:39:59 > 0:40:01The pillowcase was mouldy.
0:40:01 > 0:40:02I'm not going to put my head on that
0:40:02 > 0:40:05so I'm certainly not going to put my children's head on that.
0:40:05 > 0:40:06We went into the pool area.
0:40:06 > 0:40:09As soon as you walked in, a puddle of water on the floor.
0:40:09 > 0:40:11It was all brown. I didn't want to put my children down.
0:40:11 > 0:40:14The Britannia Hotels group were adamant complaints were rare
0:40:14 > 0:40:19and that they had over 1.5 million very satisfied customers.
0:40:19 > 0:40:22Well, let me tell you, Anne,
0:40:22 > 0:40:25we've owned these parks 26 weeks.
0:40:25 > 0:40:27This programme is rather premature.
0:40:27 > 0:40:31- 1.5 million...- OK.- No, you listen.
0:40:31 > 0:40:351.5 million people, and you say you've had complaints.
0:40:35 > 0:40:38- Why didn't you close the chalets... - Nobody wanted to buy it.
0:40:38 > 0:40:40..when they were unsuitable?
0:40:40 > 0:40:43- Do you think that's very sensible in this economic climate?- Yes, I do.
0:40:43 > 0:40:46- You're looking at health hazards. - To make people unemployed?
0:40:46 > 0:40:49Are you happy they stayed in those apartments?
0:40:49 > 0:40:5299.9% had good-value British holidays.
0:40:52 > 0:40:55What about the ones who didn't have good value, Mrs Downey?
0:40:55 > 0:40:58- What are you going to do for them? - When our refurbishment is complete,
0:40:58 > 0:41:01- everybody will have good value. - But what about the ones that didn't?
0:41:01 > 0:41:04I'm not prepared to comment about individual cases on here.
0:41:04 > 0:41:06OK, thank you, Mrs Downey.
0:41:06 > 0:41:09- What a night that was, eh?! - Not much contrition.
0:41:09 > 0:41:13- Not many words of sorrow about the customers.- No.
0:41:13 > 0:41:16Anyway, that was the new owners assuring us
0:41:16 > 0:41:18that, given time, the Brean Sands camp
0:41:18 > 0:41:19and all of its other properties
0:41:19 > 0:41:22would be completely revamped.
0:41:22 > 0:41:24So we gave them the benefit of the doubt.
0:41:24 > 0:41:25But less than a year later,
0:41:25 > 0:41:27we felt we had to investigate Pontins again.
0:41:27 > 0:41:29This time it was an employee
0:41:29 > 0:41:32at the East Sussex resort of Camber Sands who wrote to us
0:41:32 > 0:41:35alerting us to serious safety lapses
0:41:35 > 0:41:37in and around the public areas on site.
0:41:37 > 0:41:41So we checked into the place to take a look around ourselves.
0:41:41 > 0:41:46In areas open to everyone we found unattended building materials
0:41:46 > 0:41:48and these large holes in the ground.
0:41:48 > 0:41:50Health and safety officer Duncan Macleay
0:41:50 > 0:41:53was in no doubt about the potential dangers.
0:41:53 > 0:41:55If somebody fell down one of those or got their foot in it,
0:41:55 > 0:41:58they could possibly break their leg, easily.
0:41:58 > 0:42:01We even witnessed a young boy playing on a forklift truck,
0:42:01 > 0:42:05complete with a canister of highly flammable compressed gas on board.
0:42:05 > 0:42:07There could have been an escapage of gas
0:42:07 > 0:42:09if there was a leakage from the bottle.
0:42:09 > 0:42:11And as it's in a public area, people passing by smoking,
0:42:11 > 0:42:14there is the potential there for an explosion.
0:42:14 > 0:42:16Elsewhere on site, in an unlocked workshop,
0:42:16 > 0:42:19we discovered an electrical circular saw
0:42:19 > 0:42:21which was still plugged in at the wall.
0:42:21 > 0:42:23That's shocking. That's not good.
0:42:23 > 0:42:25Injuries associated with circular saws -
0:42:25 > 0:42:29amputated fingers, amputated hands. Very serious.
0:42:29 > 0:42:31And again, totally unacceptable.
0:42:31 > 0:42:33The conditions at Pontins Camber Sands were so bad
0:42:33 > 0:42:38that our expert believed Pontins might be breaking the law.
0:42:38 > 0:42:40There are a number of potential regulations
0:42:40 > 0:42:42which are being not complied with.
0:42:42 > 0:42:46I would strongly advise that urgent action is required.
0:42:46 > 0:42:49Hardly believable yet Britannia Hotels insisted
0:42:49 > 0:42:52that Pontins had an excellent health and safety record
0:42:52 > 0:42:55with minimal incidents reported.
0:42:55 > 0:42:57And it assured us that it had rectified
0:42:57 > 0:43:00all the areas concerned at Camber Sands.
0:43:00 > 0:43:03Frankly, we knew it was only a matter of time
0:43:03 > 0:43:04before someone got hurt.
0:43:04 > 0:43:07And lo and behold, fast-forward 17 months
0:43:07 > 0:43:09and that's precisely what has happened.
0:43:11 > 0:43:13In February, Sam Foster booked a family holiday
0:43:13 > 0:43:16to the Pontins resort in Southport.
0:43:16 > 0:43:21It was a little bit of a present for my son's 11th birthday.
0:43:21 > 0:43:23It's catered for families.
0:43:23 > 0:43:27We thought it would be ideal, with lots of things to do.
0:43:27 > 0:43:31And also it was advertised as the all-new Pontins.
0:43:31 > 0:43:35So we were expecting it to be refurbished.
0:43:35 > 0:43:37But within hours of arriving at the camp,
0:43:37 > 0:43:41it became clear that the facilities were anything but shiny and new.
0:43:41 > 0:43:44Walking through the car park, my youngest son, Kieran,
0:43:44 > 0:43:46he started screaming.
0:43:46 > 0:43:49I turned to look at him, he had his hands on his head.
0:43:49 > 0:43:51Blood was coming down his face.
0:43:51 > 0:43:53We pulled his hair back to have a look
0:43:53 > 0:43:56and about an inch gash, open wound.
0:43:56 > 0:43:57Clearly needed medical attention.
0:43:57 > 0:43:59The cause of the injury?
0:43:59 > 0:44:01A broken floodlight in the car park.
0:44:01 > 0:44:04This capacitor had dropped out of the light fixture,
0:44:04 > 0:44:07falling around 30 feet and struck Kieran directly on the head,
0:44:07 > 0:44:09cracking it wide open.
0:44:09 > 0:44:12Sam attempted to call for help from within the camp,
0:44:12 > 0:44:13phoning the number
0:44:13 > 0:44:16all Pontins guests are encouraged to use in an emergency.
0:44:16 > 0:44:17But no-one picked up.
0:44:17 > 0:44:19She then rushed Kieran to the nearest hospital,
0:44:19 > 0:44:21where his head had to be glued back together.
0:44:21 > 0:44:23The next morning,
0:44:23 > 0:44:26Sam went to the manager to report the broken floodlight.
0:44:26 > 0:44:30There was still some metal hanging from the floodlight.
0:44:30 > 0:44:34He said that he would get that seen to straightaway.
0:44:34 > 0:44:36However,
0:44:36 > 0:44:38when we looked back the next day,
0:44:38 > 0:44:42so it had been two days from my son's accident,
0:44:42 > 0:44:44it was still there.
0:44:44 > 0:44:47They hadn't cordoned off the area.
0:44:47 > 0:44:49They hadn't fixed the floodlight.
0:44:49 > 0:44:51They had done nothing.
0:44:51 > 0:44:55I'm just really angry that one injury has happened
0:44:55 > 0:44:57and there was a potential hazard
0:44:57 > 0:45:00to cause another injury to somebody else
0:45:00 > 0:45:02and it was ignored.
0:45:04 > 0:45:08Well, this is the actual capacitor that fell on poor old Kieran's head.
0:45:08 > 0:45:10Have a feel of it.
0:45:10 > 0:45:12- Oh, gosh, it's heavy. - Yeah, it is heavy.
0:45:12 > 0:45:15And you can imagine, falling from a big height,
0:45:15 > 0:45:18I think it was about 30 feet, the floodlight itself.
0:45:18 > 0:45:20I'm going to go up about 12 feet on this ladder,
0:45:20 > 0:45:22so we're talking a big, big difference.
0:45:22 > 0:45:23Oh, trying not to fall off!
0:45:23 > 0:45:25And up we go.
0:45:25 > 0:45:27And away we go.
0:45:28 > 0:45:30Wow! Wow!
0:45:32 > 0:45:36So, just how bad are the conditions at the Southport Pontins camp?
0:45:36 > 0:45:40To find out, our team went back, again under cover.
0:45:42 > 0:45:44Our team checked in to the holiday park,
0:45:44 > 0:45:48armed themselves with cameras and secret filming kit
0:45:48 > 0:45:50and headed out for a look around.
0:45:50 > 0:45:52First things first.
0:45:52 > 0:45:55What about the broken floodlight that injured Sam's son Kieran?
0:45:55 > 0:45:57Had that been fixed as promised?
0:45:57 > 0:46:02No. Over three months later, and it's still damaged.
0:46:02 > 0:46:05But it looks like there are no further heavy components left,
0:46:05 > 0:46:08just the few dangling wires blowing in the wind.
0:46:08 > 0:46:10But there was a lot more to concern us
0:46:10 > 0:46:11elsewhere in the park.
0:46:11 > 0:46:13Despite there being signs everywhere
0:46:13 > 0:46:16imploring guests to keep the site clean,
0:46:16 > 0:46:20it appears Pontins have paid little attention to their own advice.
0:46:20 > 0:46:22Just a short walk from our room, we found a broken gate
0:46:22 > 0:46:26allowing easy access to a storage area for old TV units,
0:46:26 > 0:46:28broken ladders and wooden pallets,
0:46:28 > 0:46:30hundreds of pots of paint
0:46:30 > 0:46:33and most worryingly of all, this -
0:46:33 > 0:46:37a cabinet containing highly flammable petroleum.
0:46:37 > 0:46:39But you didn't need to venture behind broken gates
0:46:39 > 0:46:41to find danger lurking.
0:46:41 > 0:46:44This arcade was undergoing construction work
0:46:44 > 0:46:46but the door was left wide open,
0:46:46 > 0:46:50offering easy access to the unattended building machinery.
0:46:50 > 0:46:53Whilst we didn't see anyone from the complex guarding the site,
0:46:53 > 0:46:56we did see numerous inquisitive children
0:46:56 > 0:46:58keen to explore inside.
0:47:00 > 0:47:03But the worst scenes we found
0:47:03 > 0:47:05weren't behind broken gates
0:47:05 > 0:47:08or building site doors someone perhaps forgot to close.
0:47:08 > 0:47:12They were here, in the resort's public car park.
0:47:12 > 0:47:15Take a look at what we found dumped
0:47:15 > 0:47:19all just a few metres from the resort's accommodation blocks.
0:47:19 > 0:47:23None of these broken and abandoned items were cordoned off
0:47:23 > 0:47:27and there were no signs warning of potential hazards.
0:47:27 > 0:47:29They were all left lying on the ground,
0:47:29 > 0:47:32accessible to absolutely anyone.
0:47:32 > 0:47:33Anyone!
0:47:33 > 0:47:36There is no doubt, following what happened to Kieran,
0:47:36 > 0:47:41there's the potential here for a lot more accidents to happen.
0:47:41 > 0:47:45It's two and a half years on from our first warnings to Pontins.
0:47:45 > 0:47:47What do Britannia have to say?
0:47:47 > 0:47:50Well, incredibly, they seem unconcerned.
0:47:50 > 0:47:53Pontins owners, the Britannia Hotel group,
0:47:53 > 0:47:55say it takes all health and safety issues seriously
0:47:55 > 0:47:57and its refurbishment projects are supervised
0:47:57 > 0:48:00by independent health and safety experts.
0:48:00 > 0:48:02And despite what we've uncovered,
0:48:02 > 0:48:05it maintains its health and safety record is excellent.
0:48:05 > 0:48:08Yeah, which is almost word for word what they told us last time.
0:48:08 > 0:48:10It's absolutely unbelievable.
0:48:10 > 0:48:13Rest assured, we'll make sure all the relevant authorities
0:48:13 > 0:48:15are aware of our findings
0:48:15 > 0:48:17and we'll let you know what happens.
0:48:17 > 0:48:20Please keep sending us your stories.
0:48:20 > 0:48:22In the meantime, here's a few more.
0:48:25 > 0:48:27It's been a bad week for online marketplace eBay
0:48:27 > 0:48:29as it delivered a masterclass
0:48:29 > 0:48:32in how not to deal with a serious security breach.
0:48:32 > 0:48:34Last week, the US company admitted
0:48:34 > 0:48:36that its databases had been compromised
0:48:36 > 0:48:38and that the e-mails, home addresses, passwords,
0:48:38 > 0:48:40phone numbers and dates of birth
0:48:40 > 0:48:44of all 145 million eBay account holders worldwide
0:48:44 > 0:48:46could now be in the hands of hackers.
0:48:46 > 0:48:47To make matters worse,
0:48:47 > 0:48:51it later revealed the cyber attack happened over three months ago.
0:48:51 > 0:48:53The company insists it's seen no evidence
0:48:53 > 0:48:56of unauthorised activity on members' accounts since then.
0:48:56 > 0:48:58But it's now sent out e-mails
0:48:58 > 0:49:01advising everyone to change their passwords
0:49:01 > 0:49:02for not just eBay
0:49:02 > 0:49:05but for every other site where they use the same login.
0:49:05 > 0:49:08So, eBay users, it's time to take your password
0:49:08 > 0:49:10and bye-bye it now.
0:49:12 > 0:49:14Next, if you're hitting the road this week,
0:49:14 > 0:49:16it'll come as no surprise to anyone
0:49:16 > 0:49:19that lunch at the service stations is really expensive.
0:49:19 > 0:49:20But how expensive?
0:49:20 > 0:49:23Well, in a new survey, the AA has worked out
0:49:23 > 0:49:25that if you choose to buy your food on the motorway
0:49:25 > 0:49:27rather than at a supermarket,
0:49:27 > 0:49:30it could cost you double.
0:49:30 > 0:49:33Now, it found that a family of four buying a picnic
0:49:33 > 0:49:36of sandwiches, drinks, chocolate and snacks would pay an average
0:49:36 > 0:49:39of £15 on the high street
0:49:39 > 0:49:41but a whopping £32 at the services.
0:49:41 > 0:49:44The study also found a litre of a bottle of water,
0:49:44 > 0:49:45normally 90p,
0:49:45 > 0:49:47can cost you £2.40,
0:49:47 > 0:49:49whilst this bag of sweets, normally £1,
0:49:49 > 0:49:52can be up to three times that price.
0:49:52 > 0:49:53Personally, I always take
0:49:53 > 0:49:56Annie's home-made cheese and tomato sarnies for the road.
0:49:56 > 0:49:58And of course, she always cuts the crusts off!
0:50:00 > 0:50:01Of course I do.
0:50:01 > 0:50:03Today, thousands of EE customers
0:50:03 > 0:50:05were hit by a price rise
0:50:05 > 0:50:08on their supposedly fixed term contracts.
0:50:08 > 0:50:11The 2.7% increase, in line with inflation,
0:50:11 > 0:50:15follows an identical move by rivals O2 a couple of months ago.
0:50:15 > 0:50:17However, good-ish news.
0:50:17 > 0:50:20It's one of the last times the mobile providers
0:50:20 > 0:50:23will be able to get away with this sort of sneaky behaviour
0:50:23 > 0:50:26thanks to a decision by the regulator, Ofcom.
0:50:26 > 0:50:30A new rule states that if part way through your contract
0:50:30 > 0:50:34a mobile company hits you with an unannounced price rise,
0:50:34 > 0:50:38you can walk away with no penalties whatsoever
0:50:38 > 0:50:41provided you signed up after January 23rd this year.
0:50:41 > 0:50:44And even if you didn't, be patient.
0:50:44 > 0:50:46Because the moment you sign your next contract,
0:50:46 > 0:50:48you'll be exempt, too.
0:50:52 > 0:50:54It's time for me to make a personal visit
0:50:54 > 0:50:56to Cooper's Fine Art Auctions Ltd.
0:50:56 > 0:50:59The last time I tried to have a face-to-face
0:50:59 > 0:51:00with boss man Alan Cooper,
0:51:00 > 0:51:02I was quickly bundled out the front door.
0:51:02 > 0:51:05So if I'm going to get my point across this time,
0:51:05 > 0:51:09I'm going to need the help of someone on the inside.
0:51:09 > 0:51:11Another Cooper's auction
0:51:11 > 0:51:14and more unsuspecting buyers are arriving at a luxury hotel
0:51:14 > 0:51:17in the hope of picking up a bargain.
0:51:17 > 0:51:19They don't realise that Alan Cooper is lying to them
0:51:19 > 0:51:21about the value of the goods.
0:51:21 > 0:51:22But I'm planning to tell them.
0:51:22 > 0:51:24It was eventful last time.
0:51:24 > 0:51:27What will happen this time when we let the audiences...
0:51:27 > 0:51:30customers know that perhaps, you know,
0:51:30 > 0:51:32everything is not quite as it would seem?
0:51:34 > 0:51:35While I'm waiting in the van,
0:51:35 > 0:51:38several members of the Rogue Traders team
0:51:38 > 0:51:40are positioned inside with hidden cameras.
0:51:40 > 0:51:43There's one sat in the crowd.
0:51:43 > 0:51:45One just roving around.
0:51:45 > 0:51:47One in the front row.
0:51:47 > 0:51:49And one more, just for luck!
0:51:49 > 0:51:50I've got to be honest,
0:51:50 > 0:51:52I am a little worried about going in.
0:51:52 > 0:51:55You see, Mr Cooper has lots of very big fellas working for him
0:51:55 > 0:51:59and they're very good at lifting heavy things, like people,
0:51:59 > 0:52:00out of their auctions.
0:52:00 > 0:52:02Sold!
0:52:02 > 0:52:05There's no way I'll get past the security on the front door
0:52:05 > 0:52:07but luckily one of our team has spotted a fire door
0:52:07 > 0:52:09that's been left open.
0:52:09 > 0:52:11So we seize our chance.
0:52:13 > 0:52:15# Bad boys
0:52:15 > 0:52:16# What you gon...gonna
0:52:16 > 0:52:18# What you gonna do? #
0:52:18 > 0:52:20Hello there, people, it's Matt Allwright here,
0:52:20 > 0:52:22from BBC Rogue Traders.
0:52:22 > 0:52:24You may be familiar with the programmes I do.
0:52:24 > 0:52:28We tend to investigate people who don't behave themselves.
0:52:28 > 0:52:32And I'm going to take as my example, here, Mr Alan Cooper...
0:52:32 > 0:52:33'No reaction from Cooper.
0:52:33 > 0:52:35'His large friends, on the other hand,
0:52:35 > 0:52:36'just get stuck in.'
0:52:36 > 0:52:39He routinely lies about the items...
0:52:39 > 0:52:41The items that... No, that's mine.
0:52:41 > 0:52:43- I know it's yours. - You can't take that.
0:52:43 > 0:52:45What are you doing? You can't do that.
0:52:45 > 0:52:47'So I was going once...'
0:52:47 > 0:52:48Bye-bye.
0:52:48 > 0:52:50'Your camera was going twice...'
0:52:50 > 0:52:53- OK, go on.- Don't keep pushing, don't keep pushing.
0:52:53 > 0:52:55You're out now.
0:52:55 > 0:52:57'And it was curtains for my producer.'
0:53:01 > 0:53:04But other members of our team were still undercover inside,
0:53:04 > 0:53:06where Cooper's desperately trying to shrug it all off.
0:53:11 > 0:53:13I think they can still hear me in there.
0:53:13 > 0:53:15If you want to come and join me outside,
0:53:15 > 0:53:17I'll give you the full story.
0:53:17 > 0:53:20And Alan Cooper, if you want to come and have a chat, too,
0:53:20 > 0:53:21we'd love to talk to you.
0:53:21 > 0:53:24Now, Mr Cooper doesn't take up my offer.
0:53:24 > 0:53:27But many of his potential customers do.
0:53:27 > 0:53:30The items that presumably you guys were about to be sold,
0:53:30 > 0:53:33perhaps you would have bid on, the value is exaggerated hugely.
0:53:33 > 0:53:36Most of these customers soon leave.
0:53:36 > 0:53:38But there are plenty still left inside,
0:53:38 > 0:53:41allowing Mr Cooper to resume proceedings.
0:53:45 > 0:53:49There is...there's one more thing that we ought to say.
0:53:49 > 0:53:52We did kind of anticipate that this might be the end result
0:53:52 > 0:53:56so today, at Alan Cooper's auction,
0:53:56 > 0:53:58here in the middle of London,
0:53:58 > 0:54:00there is a guest speaker.
0:54:00 > 0:54:02Unbeknownst to Mr Cooper,
0:54:02 > 0:54:03the team has managed to smuggle
0:54:03 > 0:54:06a large battery-powered speaker into the auction
0:54:06 > 0:54:09and they are about to start playing a message from me
0:54:09 > 0:54:12to once again warn the audience about Alan Cooper.
0:54:12 > 0:54:14# Bad boys, bad boys
0:54:14 > 0:54:15# What you going to do?
0:54:15 > 0:54:17# What you going to do when they come for you? #
0:54:17 > 0:54:19'Hello, ladies and gentlemen,
0:54:19 > 0:54:22'Matt Allwright from BBC Rogue Traders here.
0:54:22 > 0:54:23'If you're hearing this,
0:54:23 > 0:54:26'it means that I've been ejected, chucked out or denied...'
0:54:28 > 0:54:31- VOICEOVER:- At last, a reaction from Mr Cooper himself.
0:54:31 > 0:54:34And now he shows the man he really is.
0:55:03 > 0:55:06Thankfully they don't follow their boss's orders
0:55:06 > 0:55:07to cause our guys pain.
0:55:07 > 0:55:11Instead, just as I was, they are manhandled out of the room
0:55:11 > 0:55:13and thrown out of the front door.
0:55:18 > 0:55:20Once again,
0:55:20 > 0:55:23we go in to a Cooper's auction.
0:55:23 > 0:55:26Once again, we are bundled out
0:55:26 > 0:55:29for merely trying to tell Alan Cooper's customers
0:55:29 > 0:55:31the truth about the situation that they're in
0:55:31 > 0:55:35and the truth about the lies that he tells.
0:55:35 > 0:55:38Alan Cooper, Cooper's Auctions,
0:55:38 > 0:55:39nice people to do business with(!)
0:55:41 > 0:55:45Alan Cooper says whenever people are dissatisfied with his auctions
0:55:45 > 0:55:49it's generally down to personal overspending and buyer regret.
0:55:49 > 0:55:50Clearly nothing to do, then,
0:55:50 > 0:55:53with the fact that he's lied to them about the value of the items.
0:55:53 > 0:55:57He said his company makes no effort to force anyone to buy anything
0:55:57 > 0:56:00and staff always offer advice in advance of the auction itself.
0:56:00 > 0:56:03Yes, they get a full hour to do their research
0:56:03 > 0:56:06using bogus information provided by Cooper's.
0:56:06 > 0:56:09However, there's another side to this story.
0:56:09 > 0:56:12Cooper's Auctions tend to take place in luxury hotel chains.
0:56:12 > 0:56:14If you run one of these chains,
0:56:14 > 0:56:17ask yourself if you're happy with this kind of behaviour
0:56:17 > 0:56:20taking place under your roof.
0:56:20 > 0:56:21Next time he calls to book,
0:56:21 > 0:56:23I'm sure you'll make the right decision.
0:56:23 > 0:56:26But for now, Alan Cooper takes pride of place
0:56:26 > 0:56:29over the mantelpiece of the rogues' gallery.
0:56:29 > 0:56:31What a piece of work.
0:56:31 > 0:56:33Great stuff, Matt. Lots of e-mails to catch up on.
0:56:33 > 0:56:36Complaints about Pontins camps other than Southport.
0:56:36 > 0:56:39This one coming from a guest who's actually staying in one right now,
0:56:39 > 0:56:40in Camber Sands.
0:56:40 > 0:56:43The kind of words we're hearing "appalling" and "disgusting".
0:56:43 > 0:56:45Lots of Xperia Z1 owners getting in touch
0:56:45 > 0:56:48all saying their screens have cracked for no good reason
0:56:48 > 0:56:51and all told by Sony they'd have to pay for repairs themselves.
0:56:51 > 0:56:54Remember, after tonight, go back to customer services.
0:56:54 > 0:56:56Keep sending us your stories and tip-offs.
0:56:56 > 0:56:57Go to our website...
0:56:59 > 0:57:02..and click where it says "your story."
0:57:02 > 0:57:03That's also where you can tell us if
0:57:03 > 0:57:06you think secondary ticket marketing needs regulating.
0:57:06 > 0:57:08Don't forget to cast your votes. Annie.
0:57:08 > 0:57:10Next week...
0:57:10 > 0:57:14Train Wi-Fi on Virgin, CrossCountry and East Coast Railways
0:57:14 > 0:57:16up to £10 extra. For what?
0:57:16 > 0:57:18Tickets for Kate Bush's comeback tour.
0:57:18 > 0:57:21How the touts bypass security.
0:57:21 > 0:57:24And one of the most sophisticated telephone scams
0:57:24 > 0:57:26the police have ever encountered.
0:57:26 > 0:57:29That's all on Watchdog next Wednesday at 8pm.
0:57:29 > 0:57:31Until then, from all of us, good night.