:00:09. > :00:15.Tonight on Watchdog we find lax security at takeaway delivery
:00:16. > :00:19.company which is allowing fraudsters to steal hundreds of thousands of
:00:20. > :00:25.pounds from customers. I was shocked, as soon as we heard it we
:00:26. > :00:32.were straight onto the bank to get the card cancelled. Plus, fly BA,
:00:33. > :00:51.the services they removed after you paid for your ticket.
:00:52. > :00:58.Hello and welcome to Watchdog from BBC broadcasting house. Another
:00:59. > :01:03.bumper week of stories that you have sent into our team behind us.
:01:04. > :01:06.Tonight, changes with British airway is, no sitting with your family or
:01:07. > :01:10.free food and drink even when you pay for the privilege.
:01:11. > :01:15.Black Friday is the biggest shopping day of the year and we can show you
:01:16. > :01:19.how to avoid money and using it to scam artists.
:01:20. > :01:30.Team Watchdog investigates whether it is cheaper to replace household
:01:31. > :01:36.appliances rather than repair them. Yes, it is working really well. It
:01:37. > :01:42.is not as hard as you think and it could save you money.
:01:43. > :01:48.And Michelle is back with a new investigation. Who has got an old
:01:49. > :01:52.phone gathering dust in a drawer. One recycling company says they will
:01:53. > :01:58.buy it off you, but some customers say you will not get anything back.
:01:59. > :02:02.I have lost my phone and my money and it is irritating because I could
:02:03. > :02:07.have given the phone to somebody and they could have got more use out of
:02:08. > :02:15.them. And in Rogue Traders are fly-tipper gets his day in court.
:02:16. > :02:21.You might just remember this. It is only water. If you are wondering how
:02:22. > :02:29.those puppy farmers could get away with it, they did not.
:02:30. > :02:34.First, the way we order our take aways is changing fast. Nearly half
:02:35. > :02:38.of all orders are made online. Deliveroo is one of the fastest
:02:39. > :02:43.growing companies in the UK. You choose the restaurant and they will
:02:44. > :02:49.fetch your food, but some customers are being charged hundreds of pounds
:02:50. > :02:53.for food they have not ordered. Turquoise clad delivery riders, they
:02:54. > :02:59.are becoming an increasingly common sight across Britain, whisking
:03:00. > :03:06.through the traffic, transporting restaurant food to the homes of
:03:07. > :03:10.hungry customers. It only launched three years ago, but already
:03:11. > :03:13.Deliveroo is one of the most successful names in online takeaways
:03:14. > :03:19.and it is expanding to towns and cities all over the UK. But
:03:20. > :03:24.alongside growing sales figures are growing number of customers have
:03:25. > :03:28.found it can be all too easy for fraudsters to use their accounts. We
:03:29. > :03:32.have seen scores of complaints from Deliveroo customers who say their
:03:33. > :03:36.accounts have been hacked, they have been charged for food they never
:03:37. > :03:42.ordered. Including Judith Macfadyen from Reading. We had been out for
:03:43. > :03:47.the day and I looked at my e-mail when I got home and I noticed I had
:03:48. > :03:51.a thank you for your order e-mail from Deliveroo. I thought it was
:03:52. > :03:57.strange and I opened it up and it said, thank you for your order from
:03:58. > :04:02.a burger joint in Chiswick. I thought it was very odd and I looked
:04:03. > :04:08.at my account and there had been four orders that afternoon to a
:04:09. > :04:13.couple of addresses in London. It turned out fraudsters had hacked
:04:14. > :04:17.into her account and ordered chicken, burgers, chips, milkshakes
:04:18. > :04:23.and more to address is 30 miles away from her home. In the end more than
:04:24. > :04:28.?240 was taken from the debit card that Judith used on her account. I
:04:29. > :04:34.was pretty shocked. Does that mean they had all the card details? If it
:04:35. > :04:38.were straight onto the bank to get the card cancelled. Deliveroo did
:04:39. > :04:43.refund dude the full amount, but she was concerned by how easy it had
:04:44. > :04:49.been for scammers to spend money from her account. It is not clear
:04:50. > :04:58.how fraudsters got into her account, but one thing is certain, it is
:04:59. > :05:05.happening time and time again. Margaret Warner from Manchester was
:05:06. > :05:13.charged ?113 for chicken, waffles and chips she did not order. Steve
:05:14. > :05:18.Taplin was charged ?98 for a delivery from a TGI Friday more than
:05:19. > :05:24.80 miles away from his home. They both also got full refunds from
:05:25. > :05:29.Deliveroo. I have come for lunch with flatmate Mary and Michael,
:05:30. > :05:33.students at Southampton University. They share our household Deliveroo
:05:34. > :05:40.account for their takeaways. How did you first discover that something
:05:41. > :05:44.was wrong? We were at a party and it was 2:30am and we got a stream of
:05:45. > :05:52.e-mails coming into the phone saying we had made various Deliveroo
:05:53. > :05:57.orders. Yes, scammers had hacked into their account and ordered four
:05:58. > :06:05.carries, and kebabs to an address in Leicester 120 miles away. Plus three
:06:06. > :06:10.grilled chickens, four pizzas, five cheesecakes, garlic bread and eight
:06:11. > :06:17.bottles of vodka to multiple locations across London. Quite a
:06:18. > :06:19.party. What was your response? To stop any further payments coming out
:06:20. > :06:30.we called up our bank to cancel our cars. How much money had gone? For
:06:31. > :06:38.me it was ?220. Just over ?220 for me as well. ?440 went out of your
:06:39. > :06:43.account? Yes. This is where we think Deliveroo has a serious problem.
:06:44. > :06:46.Their system failed to pick up on multiple orders being made to
:06:47. > :06:52.address is nowhere near the customer's home. How long did you
:06:53. > :06:55.have to wait to get the money back? It came back yesterday, ten days
:06:56. > :07:02.after the money was taken and being a student is a lot to lose. It is
:07:03. > :07:06.awful, data nearly everything and I have had to beg, borrow and steal
:07:07. > :07:11.off fellow flatmates and chorus friends and parents as well. You
:07:12. > :07:15.might be wondering why Deliveroo cannot just track these criminals to
:07:16. > :07:22.the address where the food is being delivered. It is not that easy. In
:07:23. > :07:25.cases we have seen the scammers will meet the Deliveroo rider outside a
:07:26. > :07:32.public building to collect the order. There seems to be a problem
:07:33. > :07:38.with Deliveroo's security, so what is the company doing to protect
:07:39. > :07:44.customers' accounts? Not enough according to Internet security
:07:45. > :07:48.expert David McClelland. When we buy things online, the more hoops we
:07:49. > :07:53.have to jump through to complete that poachers, the more likely we
:07:54. > :07:57.will do something else instead and Deliveroo realises that. It tries to
:07:58. > :08:02.remove as many hoops as possible. However, some of those they are
:08:03. > :08:07.removing out there for security purposes. Whilst it makes it easier
:08:08. > :08:12.for us to place orders, it is also making it easier for us to be
:08:13. > :08:16.defrauded. We asked David to setup an account to see what they be doing
:08:17. > :08:24.to prevent fraudulent transactions. It does not require the code that is
:08:25. > :08:28.on our credit cards which means fraudulent transactions are going
:08:29. > :08:34.through because they do not have the code in front of them. Others
:08:35. > :08:40.require the customers to enter the code when delivering to an address.
:08:41. > :08:45.Another area is looking at profiles and saying, normally they order a
:08:46. > :08:49.curry from this curry house, and then spotting a transaction where
:08:50. > :08:54.there is several hundreds of pounds worth of our goal being ordered at
:08:55. > :08:58.the other end of the country. Delivery is not looking at that and
:08:59. > :09:05.it certainly should be. It sounds simple enough. Deliveroo has grown
:09:06. > :09:10.at lightning speed over the past three years. Surely it is time its
:09:11. > :09:17.security caught up? This is what Deliveroo had to say. They sate
:09:18. > :09:20.instances of fraud on its system are rare, but where customers have
:09:21. > :09:25.encountered a problem it takes it very seriously. It says the cases
:09:26. > :09:30.raised by Watchdog involved stolen food and not credit card numbers and
:09:31. > :09:36.blamed criminals using login details stolen from another company to
:09:37. > :09:40.access an account. Deliveroo says it is constantly improving security
:09:41. > :09:44.measures and no frequently asks customers to verify themselves. It
:09:45. > :09:50.says it uses detection techniques to block suspicious transactions.
:09:51. > :09:56.Deliveroo has a bit of work to do to improve security, but we can protect
:09:57. > :10:00.ourselves. If you think you are safe, listen. We used an online tool
:10:01. > :10:05.widely available weather Team Watchdog e-mail accounts have been
:10:06. > :10:08.subjected to a data breach. More than half of the group said their
:10:09. > :10:13.login had been compromised at some point.
:10:14. > :10:18.The problem is a lot of people use the same password for multiple
:10:19. > :10:22.accounts, so if hackers break through one Internet site, they may
:10:23. > :10:27.be able to access your password allowing them to get into all
:10:28. > :10:31.accounts that use that password. Experts say make sure your password
:10:32. > :10:38.is strong. Put together three words that are not related to you. You can
:10:39. > :10:40.add numbers and punctuation. Choose a different password for each
:10:41. > :10:44.different site and if you suspect you have been hacked, change your
:10:45. > :10:49.password. More details on our website. Our
:10:50. > :10:55.investigation into the company offering to buy your old phone, but
:10:56. > :11:00.not always paying up. With two days to go until Black Friday, we have
:11:01. > :11:08.some advise you will not want to miss.
:11:09. > :11:13.Rogue Traders looks forward, keeping our eyes on the horizon for the next
:11:14. > :11:16.scam and swindle, but occasionally we have to go back to rogues are
:11:17. > :11:25.passed to make sure they get what they deserve. Yes, fly-tipping is
:11:26. > :11:28.the scourge of the country, turning green and pleasant into dirty,
:11:29. > :11:34.smelly and dangerous quicker than a power cut does to a fridge salad.
:11:35. > :11:38.Mark Burstow was a champion fly-tipper, redefining the term by
:11:39. > :11:46.selecting the most challenging and offensive of environments to
:11:47. > :11:51.fly-tip. Who flighted a graveyard? Mark Burstow does. Martin Petch, the
:11:52. > :11:55.warden at Millbrook in Southampton told us all about Burstow's frequent
:11:56. > :12:01.visits to church. Describe what you would see when you
:12:02. > :12:05.came around the corner? It was an assortment of materials from house
:12:06. > :12:09.clearances, building materials, rubbish, Tories, it was all there.
:12:10. > :12:16.It was a considerable amount that took several days to clear. How low
:12:17. > :12:21.can he go? So, we got him to pick up a load of our rubbish with Smart
:12:22. > :12:29.water which shows up in ultraviolet light. Just how much is getting rid
:12:30. > :12:37.of this stuff going to cost? And off he goes. After making a pit stop the
:12:38. > :12:43.tracker shows Mark took the rubbish to an industrial estate. We knew it
:12:44. > :12:47.was ours because of the smart water. We had the evidence we needed to
:12:48. > :12:52.show that at the Church of Rogue Traders he was a sinner and not a
:12:53. > :12:57.bean. Time to hear his confession and where better than at another
:12:58. > :13:02.church. We set up a pile of rubbish for him to collect and our actor
:13:03. > :13:09.waited for the second coming. This is the rubbish I want to have moved
:13:10. > :13:14.here. Map all right from BBC Rogue Traders. What is it about churches
:13:15. > :13:21.in particular you do not like? Is it just churches where you fly-tip or
:13:22. > :13:23.is it other places as well? He has only gone around the corner and he
:13:24. > :13:44.is calling me. Hello. Sorry, I did not catch that last
:13:45. > :13:50.bit, Mark. I think he is going to put a curse on me. But before long
:13:51. > :13:53.he was back and he had slipped into something more comfortable. We have
:13:54. > :13:58.got you tipping and we have traced it all the way. You might have my
:13:59. > :14:05.rubbish in that place, but that rubbish would not have come from the
:14:06. > :14:09.jobs I had done. My friend took the rubbish from my lorry and what he
:14:10. > :14:20.does I do not know. And I still under a curse? A gypsy curse, yes.
:14:21. > :14:28.The new look for this summer and autumn is... Did you get that? Yes,
:14:29. > :14:35.we got that. So far his curse has not brought me any bad luck
:14:36. > :14:43.whatsoever. Yes. I wish I could say the same for beer stove. Although
:14:44. > :14:48.what he is experiencing is not bad luck, but the inevitable
:14:49. > :14:54.consequences of illegal actions. In March, 2011, he was jailed for 33
:14:55. > :14:58.months. It did not seem to have an effect because afterwards he
:14:59. > :15:03.continued to fly-tip, except now he has rented a plot of land where he
:15:04. > :15:08.could illegally dump and burn his rubbish. The Environment Agency do
:15:09. > :15:10.not like that. Mike O'Neill from their South Downs branch does not
:15:11. > :15:22.like it. When he came out of prison, he went
:15:23. > :15:29.quiet for a bit, but then there were reports that he was operating
:15:30. > :15:33.illegal waste sites around the Southampton area. The big thing for
:15:34. > :15:39.us was when the fire that he was having on his site one evening set
:15:40. > :15:43.fire to a tree and also to the neighbouring builders yard. The
:15:44. > :15:49.police and the Fire Services attended. We identified him as Mark
:15:50. > :15:55.Burstow. He said, it's my site. The cost of the damage to the builders
:15:56. > :16:01.yard was ?53,000. And the damage is still festering now on the land. It
:16:02. > :16:05.isn't often you catch someone read handing and they actually admit to
:16:06. > :16:10.doing it, but it didn't stop there. This isn't some more footage from
:16:11. > :16:16.the pub car park obtained by the police. That is Mark Burstow's van.
:16:17. > :16:21.He is fly-tipping a couple of mattresses in broad daylight. The
:16:22. > :16:29.manager was angered by what he saw. To get it off my land I had to pay
:16:30. > :16:33.?250 on each occasion, totalling ?500. I have a real problem with
:16:34. > :16:38.rubbish not been disposed of properly. It was clear that another
:16:39. > :16:44.day in court was beckoning for Mark Bairstow. When it arrived in
:16:45. > :16:48.September this year, we were there to see what we anticipated would be
:16:49. > :16:56.a proper spanking. Here he is with some more fancy headgear. Going in,
:16:57. > :17:02.but not coming out. Because Mark Bairstow pleaded guilty to
:17:03. > :17:05.depositing waste without a licence, contravening an environmental
:17:06. > :17:10.permit, and breaching an existing ASBO. He was sentenced to 30 weeks,
:17:11. > :17:17.half of which will be served behind bars.
:17:18. > :17:22.Yes, it seems that where broke fly-tippers are concerned, black is
:17:23. > :17:27.the new Day-Glo. Remember gizmo, the dogs that we plucked from danger
:17:28. > :17:35.last year? That means just is for rogue puppy dealers is just minutes
:17:36. > :17:39.away. Before that, Steph. Our nationwide poll is whether you are
:17:40. > :17:43.better off repairing broken appliances or buy new ones. In
:17:44. > :17:47.Sweden, the government is working on tax breaks to encourage people to
:17:48. > :17:54.repair things to reduce the waste. Let's have a look at our results on
:17:55. > :17:58.this. We found that 12% of Brits said that they would consider
:17:59. > :18:04.repairing their toasters and their irons, which are generally the
:18:05. > :18:12.cheaper items. What about the more expensive ones? TVs, 40% said they
:18:13. > :18:17.would, and that goes up for fridges, mobiles, and washing machines. The
:18:18. > :18:23.big question is, can you actually save money from doing this?
:18:24. > :18:31.We recruited a team of Watchdog viewers right across the UK to
:18:32. > :18:36.test... Interrogate... I am not impressed with that. And investigate
:18:37. > :18:49.how to get us all a better deal. This is Team Watchdog.
:18:50. > :18:54.Hello, Team Watchdog. This week, I want to know if you are a six or a
:18:55. > :18:59.ditch, and I don't mean in your love life. When something round your
:19:00. > :19:05.house breaks, what do you do about it? We want to test if it is cheaper
:19:06. > :19:10.to get your stuff repaired compared to replacing it. So we have set you
:19:11. > :19:18.a challenge to get you started. Good luck. What does Team Watchdog thing?
:19:19. > :19:24.I've had three, four, five years out of a washing machine. To me, that's
:19:25. > :19:31.done it. If it breaks I will get a new one. If you have an item that
:19:32. > :19:39.costs about ?1000, and costs ?700 to replace, I would replace it. We are
:19:40. > :19:47.fixers. We are very efficient. Hundreds of years ago, things lasted
:19:48. > :19:53.better than they do today. I feel there is some built in obsolescence.
:19:54. > :19:58.That is a popular view. We have taken a regular household items, the
:19:59. > :20:05.humble toaster, and asked them to see how easy it is to fix a simple
:20:06. > :20:10.fault with it, and how much it would cost. The toaster part of it isn't
:20:11. > :20:15.heating up. Imagining their toaster's heating element is broken,
:20:16. > :20:21.we want them to find a replacement part and get a quote from a local
:20:22. > :20:26.company for a fix. Will it be worth fixing, or is it just easier to
:20:27. > :20:35.ditch it? I have been online to see if I can source one, and no one
:20:36. > :20:37.seems to be able to supply one. We throw away 1.5 million tonnes of
:20:38. > :20:43.electronic waste every year in Britain. Things were very different
:20:44. > :20:48.70 years ago. It is a world away from the old make do and mend
:20:49. > :20:54.attitude of World War II. As a rationing hit, Brits were encouraged
:20:55. > :20:59.to get creative, fixing and reusing their old and worn out stuff. After
:21:00. > :21:03.the war, this attitude towards repairing continued into the
:21:04. > :21:09.following decades, and the emergence of a DIY culture in the 50s and 60s
:21:10. > :21:16.meant a tool box became an essential part of many homes. But with greater
:21:17. > :21:21.access to global markets now, it means that ever cheaper appliances
:21:22. > :21:24.are filling our shelves. So if something breaks, we are less likely
:21:25. > :21:31.to get it repaired and more likely to buy a new one. And manufacturers
:21:32. > :21:35.don't always make it easy if you do want to repair. Some appliances are
:21:36. > :21:40.produced with parts that you simply cannot replace. So what has Team
:21:41. > :21:46.Watchdog found from their repair research? Our team told us the
:21:47. > :21:51.average cost of their toaster was ?25, and only a quarter of them were
:21:52. > :21:58.able to source a replacement parts for their toaster. On average, the
:21:59. > :22:03.cost of this part was ?15. Plus the average cost of labour was ?16. I am
:22:04. > :22:08.sure you are not surprised to hear that only one in 20 thought it was
:22:09. > :22:18.worth repairing. What about other stuff? Coming up, I try to convince
:22:19. > :22:26.a family of ditch is to become fixers. This is the first time I
:22:27. > :22:34.have taken up an electrical device. And I will give you advice on how to
:22:35. > :22:39.make your stuff lasts longer. So, probably not worth fixing a
:22:40. > :22:44.broken toaster, but who is more likely to fix a washing machine?
:22:45. > :22:51.There are differences with age and gender. 67% of 18 to 34-year-olds
:22:52. > :22:57.said they would repair or consider repairing a broken washing machine,
:22:58. > :23:05.compared to only 45% of its age 65 or over. There is a big gender
:23:06. > :23:12.divide here. 20% of men say they would try to mend one themselves,
:23:13. > :23:17.and 9% of women. 48% of women say they would pay someone to try and
:23:18. > :23:24.fix it, compared to 39% of men. Let's see if I convince a ditcher
:23:25. > :23:30.family that fixing might be easier than they think. This week I am
:23:31. > :23:41.meeting two Team Watchdog families. First up, the Meyer family. They are
:23:42. > :23:48.a family of self-confessed ditchers. We have a couple of things that
:23:49. > :23:53.don't work. Pretty pricey things, like a fancy laptop. What happens to
:23:54. > :23:59.them? They tend to gather dust in the spare room or the garage. They
:24:00. > :24:06.get eventually replaced, but never fixed. So ditch rather than six?
:24:07. > :24:16.Yes. This other family are a world apart. They are fixers. How often
:24:17. > :24:22.are you fixing things in this house? I would say every week. Something
:24:23. > :24:28.breaks and it gets fixed. Tell us about your boot. The rubber bit at
:24:29. > :24:34.the bottom was peeling away, so I put some glue inside and put it
:24:35. > :24:37.under a stack of books for a week. It is how we were brought up, to six
:24:38. > :24:47.and repair things and not throw them away. We have asked our top fixers
:24:48. > :24:53.to put together some video diaries with some advice to help the Meyer
:24:54. > :24:59.family repair and get more out of their appliances. First tip, look
:25:00. > :25:03.after those manuals. Follow the manufacturing guidelines. Don't
:25:04. > :25:09.throw the manual away. If you have thrown it away, look for it online.
:25:10. > :25:13.And don't throw away those annoying warranty forms. Some manufacturers
:25:14. > :25:20.will offer a free parts guarantee long after your regular warranty has
:25:21. > :25:24.run out. Secondly, make sure things like filters and replaceable parts
:25:25. > :25:30.are kept in good working order. Tumble dryers have a thing that
:25:31. > :25:35.pulls out that catches all the lint. This one is nice and clean because I
:25:36. > :25:40.cleaned it earlier. There is another one here that catches lint. It is
:25:41. > :25:44.important to clean those regularly and get rid of all Balint, and it
:25:45. > :25:52.helps your machine function better be less likely to break down. And
:25:53. > :25:58.look out for community fixing events, where experts will help you
:25:59. > :26:09.see if an appliance has any life left in them. And this is where we
:26:10. > :26:14.have sent the Meyers. First up, a swimming doll who no longer swims.
:26:15. > :26:19.It's not long before they find the source of the problem. Is it a
:26:20. > :26:25.common problem that battery operated products stop working, due to leaks?
:26:26. > :26:31.Yes, especially older things. The connection goes bad and it builds up
:26:32. > :26:37.more and more. So how are fixers clean out the acid. Then it is the
:26:38. > :26:45.moment of truth. Then it is a broken digital radio. We plugged it in and
:26:46. > :26:50.it just didn't work one day. I have to admit, this is the first time I
:26:51. > :26:55.have ever taken the back off an electrical device. Got quite a few
:26:56. > :27:01.cables here. A quick clean of the dust that has built up inside, and
:27:02. > :27:07.the radio is good to go. But check with experts before fiddling with
:27:08. > :27:14.your electronics. Excellent! Final challenge, a pricey laptop. The
:27:15. > :27:19.screen goes on, but it isn't as bright as it once was. The screen
:27:20. > :27:25.would need to be replaced. You can look into where you would find a
:27:26. > :27:31.replacement. So it is the battery at fault, and at ?32 to replace, much
:27:32. > :27:39.cheaper than a new laptop. Has all of this turns the Meyers into
:27:40. > :27:43.fixers? I would definitely do it again. It would be exciting to see
:27:44. > :27:48.more of these events around the country. If you want more details on
:27:49. > :27:56.fixing events, check out our website and let us know how you get on.
:27:57. > :28:03.Nice work. Now welcome to watch. Airways, where complaints really
:28:04. > :28:07.take off. We are getting a lot of complaints about British air is
:28:08. > :28:14.charging for things that were previously free stop ladies, having
:28:15. > :28:20.a nice flight? Yes. Can we have three gin and tonics, cheddar cheese
:28:21. > :28:28.Ploughman 's, a mozzarella Panini, and some were Saab EP is. Certainly.
:28:29. > :28:35.?32. Is it not included in the price? No, because from now on,
:28:36. > :28:42.British Airways will be charging for food and drink in economy cabins
:28:43. > :28:47.flying to and from Heathrow and Gatwick from January. That is
:28:48. > :28:52.exactly what it will cost you. The question of be a charging for food
:28:53. > :28:57.is something that has annoyed one of our viewers. He booked his family
:28:58. > :29:03.flights before BAe announced they would be charging for food, and he
:29:04. > :29:13.worked out this could cost him up to ?78 extra. He wrote to agree-macro
:29:14. > :29:18.to complain. It offered him a V 's points, which he turned down. BA
:29:19. > :29:23.charging for other things that they never used to, like reserving seats
:29:24. > :29:29.in advance. What happened to you? My wife and I booked a holiday to South
:29:30. > :29:34.Africa, flying into Johannesburg and out of Cape Town. We decided that it
:29:35. > :29:38.was a long flight and we needed extra legroom, so we looked on the
:29:39. > :29:46.BAe computerised map, found the seats, paid an extra ?142, both
:29:47. > :29:52.ways, and unfortunately when we arrived on the aircraft, the seats
:29:53. > :29:57.were not where they had been indicated to be. ?142, and you did
:29:58. > :30:02.not get what you thought you would? Know. So you could have gone online
:30:03. > :30:10.the day before and got them for free? Yes. You must have been pretty
:30:11. > :30:16.angry. Did you get a refund? The Cabinet crew said that if we wrote
:30:17. > :30:19.to BA, we would get a refund, but that was not the case. We have
:30:20. > :30:30.another upset customer here. Joan, you wanted to take your family
:30:31. > :30:36.with you to Orlando with British Airways and it was imported you are
:30:37. > :30:40.altogether, why was that? It was a mixture of adults and children and a
:30:41. > :30:45.six-year-old and a 12-year-old granddaughter and a 12-year-old was
:30:46. > :30:51.very nervous travelling and flying. On a flight like that we all wanted
:30:52. > :30:57.to be together. I paid just under ?700 to reserve our seats so we were
:30:58. > :31:03.all together. That is on top of the cost of the flights? That is right.
:31:04. > :31:08.What happened? On the way out we were given our allocated seats, but
:31:09. > :31:14.the problems started on the way back. The BA policy is you are not
:31:15. > :31:19.allowed to check-in until 24 hours before the flight takes off and when
:31:20. > :31:22.my son is checked in he found out we were separated which included the
:31:23. > :31:27.six-year-old and a 12-year-old sitting away from the family. That
:31:28. > :31:33.is what you wanted to avoid undue paid nearly ?700 to try and achieve
:31:34. > :31:39.that and it did not work. You must have been furious. Very furious. It
:31:40. > :31:44.is now November, that was in August, have they sorted it out? They have
:31:45. > :31:49.still not put it right. Let's find out what they had to say.
:31:50. > :31:57.We put your complaints to BEA who told us this. BA will be charging to
:31:58. > :32:02.food to offer the lowest possible fares, adding it informed customers
:32:03. > :32:07.as early as possible of this change. They say Russ tag art flew in the
:32:08. > :32:13.seat he selected which did not offer extra legroom. It says seat plans
:32:14. > :32:18.are for guidance only. All customers can book seats for a free 24 hours
:32:19. > :32:24.before flying. BA has apologised to Joan for the delay in giving her a
:32:25. > :32:29.refund, which it has now paid. It says when it changes aircraft it
:32:30. > :32:34.sometimes has to move passengers which it explains when booking. If
:32:35. > :32:39.you have had problems with BA or any other airlines, get in touch.
:32:40. > :32:44.They are going to pay you. Are you happy with that? It would be good to
:32:45. > :32:50.see the money because at the moment I have not seen it. If they do not
:32:51. > :32:57.get you that, get in touch. Come up, the pyjamas you cannot
:32:58. > :33:03.sleep in. And Black Friday scams, if you are shopping online how can you
:33:04. > :33:07.avoid it being a dark day? Rogues revisited, and groundhog day for the
:33:08. > :33:12.ones who did not get away. We know they can wind you up, but I do not
:33:13. > :33:18.think we have ever had a response when we showed you Bernadette and
:33:19. > :33:22.John Wilcox who ran a puppy farm in Wiltshire. But what we did not
:33:23. > :33:28.anticipate was just how appalling their trade wars.
:33:29. > :33:33.Last autumn we went on the trail of puppy dealers of John Wilcox and
:33:34. > :33:38.Bernadette Nanny after receiving very worrying complains in Wiltshire
:33:39. > :33:42.that they were selling six dogs for profit to people who loved animals.
:33:43. > :33:46.Emma Castle made the mistake of responding to one of their adverts,
:33:47. > :33:51.but as soon as she got to the farm she started to feel uneasy.
:33:52. > :33:58.There were two Westies in and out building in a cage with hay in the
:33:59. > :34:04.bottom. I started to think, what is going on? It made me nervous. He got
:34:05. > :34:10.them out of the cage and she clung to me and she was skin and bone and
:34:11. > :34:14.was really then. I said, I have got another dog, but there were no
:34:15. > :34:20.questions coming back to me in terms of making sure that the dog was
:34:21. > :34:26.going to a good home. Emma could not leave Daisy Bell, so she paid ?350
:34:27. > :34:33.to take her home. I know it is the wrong thing to do, but I knew that I
:34:34. > :34:38.could deal with a vet bill and as a dog lover I could not leave her
:34:39. > :34:45.there. But within days Emma found out that Daisy had fleas and she
:34:46. > :34:50.began vomiting and bleeding. The vet confirmed that Daisy had a
:34:51. > :34:55.life-threatening virus. They have not had a puppy that has survived
:34:56. > :35:00.this before at the vet's before. But after three days on a drip Daisy
:35:01. > :35:05.pulled through. It turned into a mercy mission. Yes, ultimately we
:35:06. > :35:10.are dealing with people who do not seek animals as animals, they see
:35:11. > :35:17.them as a commodity to make money out of. Sadly, the only way to find
:35:18. > :35:21.out what is going on is to buy a dog ourselves. It is a big
:35:22. > :35:24.responsibility and something we prepared for, making sure that as
:35:25. > :35:30.soon as we bought our dog we would give it proper care and a home for
:35:31. > :35:36.life and the vets came with us. He was posing as a buyer. Have you had
:35:37. > :35:53.lots of puppies? It became clear just how little time
:35:54. > :36:04.they had for animals in their care when Mike assessed the puppy that we
:36:05. > :36:08.bought, who we named gizmo. He is shockingly underweight and his spine
:36:09. > :36:13.is standing out and you can rattle those ribs and he looks terrified of
:36:14. > :36:18.life. Gizmo was in a terrible state and we wanted to know how anyone
:36:19. > :36:23.could allow an animal to get this fixed, let alone to make money from
:36:24. > :36:28.it, so we returned to the farm to ask John and Bernadette to explain.
:36:29. > :36:37.How can you own dogs yourself and still keep that many? Call the
:36:38. > :36:43.police any time you like. How can you sell dogs in that condition to
:36:44. > :36:47.people who take them home and within days they die. We tried to look to
:36:48. > :36:52.see where the dogs are kept so we could understand the conditions that
:36:53. > :36:57.Gizmo had been kept in. John Wilcox did not want us anywhere near there.
:36:58. > :37:01.How can you keep dogs in this condition and then hand them out to
:37:02. > :37:08.people? What are you doing with that? Are you going to jet wash us.
:37:09. > :37:13.We made for the exit, but John made sure that we were not leaving drive.
:37:14. > :37:21.There is nothing dirty about us, John. You are the one who needs
:37:22. > :37:27.cleaning up. It is only water, John. You are the one who needs to clean
:37:28. > :37:32.up your act. Then things took a much more serious turn. A woman at the
:37:33. > :37:39.farm picked up a break and threw it at our cameraman. It bounced off the
:37:40. > :37:50.back of his camera and then his neck. Get off! We made a fast exit.
:37:51. > :37:56.Or at least we tried to, because as we left the farm a white van and two
:37:57. > :38:00.of John Wilcock's friends are blocked the exit. Luckily the pleas
:38:01. > :38:05.were nearby and we were able to drive away, but even then we were
:38:06. > :38:09.followed and intimidated until they eventually gave up.
:38:10. > :38:15.You had a lucky escape as did the gorgeous Gizmo.
:38:16. > :38:19.Unfortunately the illegal trade in puppies is still growing. A raid
:38:20. > :38:26.that took place in North Wales earlier this month were almost 100
:38:27. > :38:29.puppies were rescued from filthy, non-ventilated lorries. That trade
:38:30. > :38:32.can only continue as long as we continue to buy puppies from places
:38:33. > :38:37.like this. The problem is when you buy you may
:38:38. > :38:42.not realise who you are dealing with. What are the questions you
:38:43. > :38:49.should be asking? First of all, where is the puppy's mother? If the
:38:50. > :38:54.sellers cannot produce the mother, do not accept an excuse. Be prepared
:38:55. > :38:57.to walk away however far you have travelled and indeed however much
:38:58. > :39:02.you have fallen in love with the puppy. Visit more than once and ask
:39:03. > :39:07.lots of questions about the puppy you are thinking of buying. Do not
:39:08. > :39:11.pick the puppy up from an arranged location or even have it brought to
:39:12. > :39:15.your own home. You do not have to buy a puppy.
:39:16. > :39:21.Always check with your local rescue centre who will have plenty of dogs
:39:22. > :39:25.who desperately need new homes. There is more information on our
:39:26. > :39:30.website and if you suspect somebody of being a rogue dealer or puppy
:39:31. > :39:36.trader, we will investigate. We are not done with the illegal
:39:37. > :39:42.puppy farm yet, find out what happens to them.
:39:43. > :39:47.What is next? We have had a lot of people writing to us and a lot of
:39:48. > :39:52.people saving money. A couple of people commenting on my German.
:39:53. > :39:55.Apologies. Remember a couple of weeks ago we were talking about
:39:56. > :40:03.broadband speeds and the fact providers could advertise a speed as
:40:04. > :40:09.long as 10% of their customers could get that speed. I mentioned those
:40:10. > :40:11.rules could change and now the Advertising Standards Authority have
:40:12. > :40:19.said that these descriptions of up to speeds are confusing and it will
:40:20. > :40:24.be changed in spring, 2017. Stewart Butterfield sent us an e-mail and
:40:25. > :40:31.this is a picture of him with his grandson. He got in touch about
:40:32. > :40:36.these pyjamas. He noticed that on the tag it says they should not be
:40:37. > :40:42.worn to sleep in. He complained in store and a manager told him that
:40:43. > :40:47.top is too warm to wear in bed and should be worn after a bath and
:40:48. > :40:52.before going to bed. Stewart said his grandson is not Noel Coward, he
:40:53. > :40:58.is 18 months old and when children put on pyjamas they normally go to
:40:59. > :41:03.bed. He got a refund, but was concerned at their parents might not
:41:04. > :41:07.notice the warning. We contacted Tesco and it has changed its mind
:41:08. > :41:12.and it says it is completely safe to wear this loungewear set when
:41:13. > :41:18.sleeping and they are changing the messages. Thank you very much for
:41:19. > :41:21.contacting us, Stuart. Another e-mail is from Andy Osborne and he
:41:22. > :41:29.is a guitar player and teacher from Dorset. He was on a Ryanair flight
:41:30. > :41:35.when his guitar got smashed and the airline said it would pay for the
:41:36. > :41:40.repairs. But when Andy sent the receipt the airline refused to
:41:41. > :41:44.reimburse the ?450 because it said the receipt did not have the right
:41:45. > :41:54.company information. We contacted Ryanair which has now refunded Andy
:41:55. > :41:59.and he sent us this lovely message. Thank you, Watchdog, for getting the
:42:00. > :42:06.result I could not get. Thank you. Thank you for all of your
:42:07. > :42:13.messages. If you want to get in touch with us, here are the details.
:42:14. > :42:20.And of course you can e-mail us. You can write to us as well.
:42:21. > :42:25.93% of us own or use a mobile phone, but what do you do with your old
:42:26. > :42:30.handset when you upgrade? There are plenty of companies offering to buy
:42:31. > :42:35.your old mobile. You can make hundreds of pounds, but can you
:42:36. > :42:41.trust them to give you a fair deal? The Shell has investigated one of
:42:42. > :42:45.the biggest companies called Phone Recyclers, who do not always come up
:42:46. > :42:49.with the money. Whether you shove them in a drawer
:42:50. > :42:55.or chuck them in the bin or lose them entirely, it is estimated there
:42:56. > :43:00.are 90 million unused phones in the UK, but a growing number of us are
:43:01. > :43:04.starting to sell our phones to companies offering to recycle them.
:43:05. > :43:10.The offers look tempting. A smartphone like this can fetch up to
:43:11. > :43:15.?600, but we have heard from lots of you with suspicions about how these
:43:16. > :43:22.phones are being valued. The company we get the most complained about is
:43:23. > :43:28.Phone Recyclers. It is simple, you go to the website, it values the
:43:29. > :43:33.foam, you pop it in the post, it checks the condition and then it
:43:34. > :43:41.sends you money. Simple. That is the idea, but a number of you say it has
:43:42. > :43:46.not been delivering on its promises. One of those who contacted us is
:43:47. > :43:57.generally from Oxfordshire. She said her two-month-old phone to them back
:43:58. > :44:05.in May. I said my iPhone and got an original price of ?79. After testing
:44:06. > :44:12.it they said it was worth ?46, claiming there was damage on the
:44:13. > :44:16.back and front. She disputed the damage, but eventually accepted the
:44:17. > :44:21.lower price. I was always careful, so I knew it never had any damage
:44:22. > :44:27.that they claimed. I accepted the offer because I thought it was
:44:28. > :44:33.better than nothing. Phone Recyclers promised her she would be paid
:44:34. > :44:37.within 48 hours, she was not. I started ringing the contact number
:44:38. > :44:43.on the website and I must have run them about ten times and I still had
:44:44. > :44:47.nothing. It is irritating because I could have given the phone to
:44:48. > :44:52.somebody I knew and they could have got much more use out of it.
:44:53. > :45:03.In the end, Phone Recyclers only paid Joely back after we contacted
:45:04. > :45:10.them. This is a story we hear time and time again. There are lots of
:45:11. > :45:15.complaints online. We sent in the Watchdog mystery shoppers to
:45:16. > :45:20.investigate for ourselves. Well, the mystery phones, really. We got
:45:21. > :45:26.ourselves five phones, all in good condition. No scratches, no dents,
:45:27. > :45:32.no damage. It seemed Phone Recyclers didn't agree with us. Every single
:45:33. > :45:36.phone we sent them they seemed to think was damaged, and each time,
:45:37. > :45:43.they knocked down the price from their original valuation. First up,
:45:44. > :45:49.this Samsung Galaxy Ace. Phone Recyclers initially offered as ?20,
:45:50. > :45:54.but due to scratches on the back, and screen, and all over the body,
:45:55. > :46:03.that we were unable to see, they only offered us ?13. Next, the
:46:04. > :46:09.Alcatel pixie numerics three. They offered us ?15, but dropped it to
:46:10. > :46:17.?10 20 due to scratches on the screen and body. Then this Nokia
:46:18. > :46:25.Leumi 710. We were promised ?15, but then that dropped to ?7 80 due to
:46:26. > :46:31.scratches and dents. Are you spotting a pattern? That is what
:46:32. > :46:36.they did without the cheaper phones. Time to upped the ante. What would
:46:37. > :46:44.they do with more expensive models? We sent in the Samsung Galaxy letter
:46:45. > :46:52.alphanumeric five. Due to the "Back cover deep scratches" as well as a
:46:53. > :47:00.scratches all over the body and screen, they only offered us ?48.
:47:01. > :47:08.Worst of all, this Samsung Galaxy phone, original offer ?54. But due
:47:09. > :47:13.to the scratches all over the body, back cover scratches and the Google
:47:14. > :47:19.account being locked, which we ensured was not, they offered us a
:47:20. > :47:22.total of nothing. Yes, every single one of the phones that we sent in
:47:23. > :47:31.and saw the price reduced for damage that we simply couldn't see. We took
:47:32. > :47:36.the money for two of the phones and asked for the other three back.
:47:37. > :47:42.Phone Recyclers promise to pay us within 48 hours. This didn't happen,
:47:43. > :47:47.and they didn't send the phones back either. Mystery damage, reduced
:47:48. > :47:53.quotes, and payments nowhere to be seen. What is going on, Phone
:47:54. > :47:59.Recyclers? So what did Phone Recyclers have to
:48:00. > :48:02.say about the investigation? They told us it sincerely apologises for
:48:03. > :48:08.the inconvenience caused to customers. It said it is a growing
:48:09. > :48:12.business and has experienced some administrative problems. It admitted
:48:13. > :48:22.it had dropped its commitment to customer service, and it did say
:48:23. > :48:26.that it had credited Joely with money. It said it aimed to resolve
:48:27. > :48:32.customer problems in a swift and timely manner. Black Friday is
:48:33. > :48:37.coming up this Friday. What advice do you have? Black Friday is about
:48:38. > :48:41.short-term sales, and people will go out there trying to bag what appeals
:48:42. > :48:48.to be a great deal. The main thing to watch out for is making sure that
:48:49. > :48:53.deal is as good as it appears. Which attracts a number of deals over a
:48:54. > :48:58.number of different shopping sites, and they found that only 8% of deals
:48:59. > :49:05.were cheaper on Black Friday. You could think that it was cheaper on
:49:06. > :49:12.Black Friday, but it could be cheaper on another day. Viewers have
:49:13. > :49:16.been in touch about Superdrug's members only Black Friday deal.
:49:17. > :49:24.Amanda got in touch because she thought she got a great early Black
:49:25. > :49:29.Friday deal. She got this Perthshire am on a great deal for ?15. She was
:49:30. > :49:37.then told by Superdrug that they were not going to honour that deal.
:49:38. > :49:42.Superdrug said that they were sorry, it was human error, and they
:49:43. > :49:46.apologise to customers affected. You also have to watch out who you buy
:49:47. > :49:55.from. What about fraudulent vendors? Shoppers have been warned to be
:49:56. > :50:03.particularly wary about buying from third-party traders on online
:50:04. > :50:09.marketplaces. Some cheeky fraudsters or allowing you to process an order,
:50:10. > :50:15.and then asking you to cancel and do it via a bank transfer. Try and
:50:16. > :50:20.avoid that as possible. People can get carried away with the madness
:50:21. > :50:25.that is Black Friday and Cyber Monday, and fraudsters take
:50:26. > :50:30.advantage of that. They take advantage of hasty purchases. So
:50:31. > :50:34.take some time to think about the purchase you are making. And
:50:35. > :50:40.finally, the extra careful. There's a lot of links and e-mails going
:50:41. > :50:47.around on social media. You can be enticed by things that look like a
:50:48. > :50:54.great deal, but in fact are a scam. Back to Yorkshire now and illegal
:50:55. > :50:59.poppy sellers. We received complaints they were selling six
:51:00. > :51:03.dogs kept in appalling conditions at their base in Yorkshire. The RSPCA
:51:04. > :51:10.also launched an investigation. They visited the farm with the police and
:51:11. > :51:17.what they found was truly shocking. We have not been able to share their
:51:18. > :51:21.footage with you until now. Please be warned, the following contains
:51:22. > :51:25.images many of you will find distressing.
:51:26. > :51:30.On the 24th of September 2015, the RSPCA and the police raided this
:51:31. > :51:39.farm. Gizmo had been very lucky to escape. I met with Mike Butcher,
:51:40. > :51:44.RSPCA Chief inspector for the investigations unit, to get the full
:51:45. > :51:49.information. Tell me about your experience with the farm. There had
:51:50. > :51:52.been a number of complaints. We had been before with individual
:51:53. > :52:00.complaints and not been that welcomed. This time, they will
:52:01. > :52:09.warrant was issued because of the amount of complaints. Once inside,
:52:10. > :52:15.officers made a chilling discovery. We are not showing you all the
:52:16. > :52:20.footage of everything found by the RSPCA, because it is too upsetting.
:52:21. > :52:26.This is the first thing RSPCA officers saw. A pile of poppies in a
:52:27. > :52:34.wheelbarrow. One still breathing, but the others all dead. That was
:52:35. > :52:39.quite horrendous. A number of officers and inspectors were
:52:40. > :52:43.affected by that. The surviving puppy was rushed to the vet, but
:52:44. > :52:54.sadly, died later that day. Do we know what they died of? They died of
:52:55. > :52:59.a virus. You can protect against it. Against the odds, some dogs had
:53:00. > :53:03.survived. Inspectors found living in squalid conditions without water or
:53:04. > :53:10.bedding. Among them was a litter of very young puppies with no mother in
:53:11. > :53:18.sight. There was 43 dogs and puppies found on the day. Following the
:53:19. > :53:27.raid, John will cut and Bernadette Nani worth charged with causing
:53:28. > :53:31.unnecessary suffering to animals. What was the reaction of despair in
:53:32. > :53:40.court, when this evidence was presented? Uncooperative and
:53:41. > :53:47.unfriendly. They spoke to the inspector with threats of violence.
:53:48. > :53:51.That is John Wilcock's speciality, as we discovered for ourselves. The
:53:52. > :53:57.case was heard at Leeds Magistrates' Court last month. The evidence
:53:58. > :54:01.produced in court was what was filmed on the day, but there were
:54:02. > :54:07.over 20 statements of witnesses who bought puppies who then became ill
:54:08. > :54:11.in some ways, because of the neglect it had beforehand. With such a
:54:12. > :54:17.strong case against them, the pair were both convicted of animal
:54:18. > :54:20.cruelty offences. They were sentenced last Friday, hurrying into
:54:21. > :54:26.court to try to hide from view. They were banned for life from keeping,
:54:27. > :54:35.trading or transporting dogs, and handed a 20 week suspended prison
:54:36. > :54:38.sentence. I met up with RSPCA Chief Inspector Ian Briggs for his
:54:39. > :54:41.reaction. The band that was imposed on the defendants is ultimately what
:54:42. > :54:50.we were looking for. An indefinite ban on them possessing and trading
:54:51. > :54:55.dogs is key for us to monitor and intervene, should they try and start
:54:56. > :54:58.back up in the future. Some people might be surprised and disappointed
:54:59. > :55:05.that neither of those characters, given the footage we saw, has gone
:55:06. > :55:09.to prison. Ordinarily, yes, you would expect that cruelty at that
:55:10. > :55:14.level would end up with a prison sentence, but they were sentenced
:55:15. > :55:20.within the limitations of the animal welfare act. They have not gone to
:55:21. > :55:22.jail today, but they do have an indefinite ban on possessing and
:55:23. > :55:29.participating in the trading of dogs. For them, the trading dogs was
:55:30. > :55:35.their lifeblood. That is what they were making their money from. How do
:55:36. > :55:38.you enforce that ban? If anybody out there has dealings with those
:55:39. > :55:45.people, we need the public to notify ourselves or the police. We want to
:55:46. > :55:49.know if you encounter John Wilcock or Bernadette Mani having anything
:55:50. > :55:55.to do with dogs, or anyone you suspect having anything to do with
:55:56. > :56:04.this trade. The rogues' Gallery has three faces on it, but there is
:56:05. > :56:09.plenty of room for them on it. Do keep sending us your stories and
:56:10. > :56:17.your tip off. Go to our website. You can write to us as well, at this
:56:18. > :56:23.address. Next week on Watchdog, our energy special. We will show you the
:56:24. > :56:28.latest ways to make sure you are paying the lowest unit price for gas
:56:29. > :56:31.and electricity. And Team Watchdog are on an energy efficiency drive to
:56:32. > :56:35.show you how to reduce the amount you use in the first place. See you
:56:36. > :57:04.next Wednesday at 8pm. Goodbye. with even bigger stars, even bigger
:57:05. > :57:14.laughs and even bigger surprises.