:00:04. > :00:08.Hello, I'm Lucy Owen. And I'm Rhodri Owen. You are watching X-Ray.
:00:08. > :00:14.Tonight, we ask why did this dog lose most of his ear after a visit
:00:14. > :00:23.to a grooming salon? Rhodri has a spot of bother trying to deliver a
:00:23. > :00:27.card to the boss of Peugeot. 212 if you could pass it on, that would be
:00:27. > :00:37.great. Ever been tempted by a free offer on the internet? We uncover
:00:37. > :00:45.
:00:45. > :00:49.the multi-billion-dollar scams and Hello, tonight we are in Ammanford
:00:49. > :00:55.for the last in this series of X- Ray. But first, we have been
:00:55. > :00:58.looking at lots of dog related stories in the last few weeks. So
:00:58. > :01:07.when we heard that dogs had been injured at a grooming salon down
:01:08. > :01:10.the road in Llanelli, we sent It's a dog's life, as the saying
:01:11. > :01:18.goes. But these days, Britain's 8 million mutts are having a pretty
:01:19. > :01:21.Here in Wales, you will find a dog in a third of homes. But instead of
:01:22. > :01:31.roughing it in a kennel, modern pooches are more likely to be
:01:32. > :01:32.
:01:32. > :01:37.There are 3000 salons in the UK. But they are not inspected and
:01:37. > :01:46.groomers don't have to have any qualifications. So, how do you know
:01:46. > :01:48.This is the Cutz 4 Mutz salon, in the centre of Llanelli. It calls
:01:48. > :01:58.itself the most successful dog grooming academy in the UK, and
:01:58. > :01:59.
:01:59. > :02:03.charges students up to �3,600 for Last year, owner Mandy Miller won
:02:03. > :02:08.an award for New Business of the Year. But some customers are not
:02:08. > :02:18.impressed. They say Cutz 4 Mutz is a fitting name for a salon where
:02:18. > :02:19.
:02:19. > :02:23.they claim their dogs were injured. Who is this? Fat Boy. He is a
:02:23. > :02:29.Yorkshire terrier crossed for the chop. Does he take a lot of
:02:29. > :02:33.grooming? We wanted him to be like a little teddy bear. Clive Davies
:02:33. > :02:41.thought he was getting a good deal from Cutz 4 Mutz last September.
:02:41. > :02:50.doctor to King to Cutz 4 Mutz. -- my daughter took him. He had been
:02:50. > :02:57.cut and a leg. Is that normal for that read, to be cut like that?
:02:57. > :03:04.it is a teddy bear effect. Suppose to be. That is bake. Did they
:03:04. > :03:13.mention this when he was picked up? Know. I took him home and I
:03:13. > :03:18.realised he was out of character. Then I saw the cut. He would not
:03:19. > :03:21.stay still. They did not mention it. Mandy Miller says she has no record
:03:22. > :03:25.of the complaint and says Fatboy was shaved because his fur was
:03:25. > :03:27.badly matted. That is something Clive denies. And Clive isn't the
:03:27. > :03:37.only one complaining. Caroline Rees's Yorkshire terrier, Fizzy,
:03:37. > :03:40.
:03:40. > :03:46.also visited the salon. The owner of the Sun said, we have had an
:03:46. > :03:53.accident and Nick Telek. She said she had put shaving balm on it. --
:03:53. > :03:59.nicked her leg. She kept licking her leg. Underneath, it was like a
:03:59. > :04:04.hole had been gouged out of her leg. It was a deep cut. I took it to the
:04:04. > :04:10.vet and she needed stitches. you go to the salon? I said to her,
:04:10. > :04:14.you have cut my dog and I am left with a vet's bill. I said, are you
:04:14. > :04:18.prepared to pay that? She said No She was quite offensive. Mandy
:04:18. > :04:21.Miller claims Fizzy's coat was in a terrible state when she arrived at
:04:21. > :04:25.the salon. She says Fizzy was not cut, but had a burst abscess.
:04:25. > :04:35.Caroline disputes this, and there is no mention of an abscess on the
:04:35. > :04:35.
:04:35. > :04:43.So, how common are accidents in the dog grooming industry? Karen Wright
:04:43. > :04:48.runs a salon in Cardiff. Things happen, dogs fidget, they jump
:04:48. > :04:55.around. They are sharp scissors, all these things have a potential
:04:55. > :04:58.to harm, in theory. In the last year, 61 students have paid more
:04:58. > :05:01.than �150,000 to train at Cutz 4 Mutz in Llanelli, some funded by
:05:01. > :05:07.the Welsh Government. How important his supervision for a
:05:07. > :05:13.trainee? There is no such thing as anything being the trainee's fault,
:05:13. > :05:23.ultimately until the grimmer is qualified, and your team that
:05:23. > :05:26.
:05:26. > :05:30.person up and running, you are So, if you want to become a top dog
:05:30. > :05:35.groomer, is Cutz 4 Mutz the place to learn your trade? Well, you may
:05:35. > :05:40.want to think twice before forking out thousands of pounds. Cutz 4
:05:40. > :05:45.Mutz claim their courses lead to a recognised qualification. But
:05:45. > :05:49.Lantra Awards, which accredits the courses, say that is not true. They
:05:49. > :05:53.have told the salon to remove the claim from their website. Mandy
:05:53. > :05:58.Miller insists trainees are constantly supervised. But not all
:05:59. > :06:08.our customers are convinced. Mark Bull took his dog to the salon in
:06:08. > :06:13.January this year. This is Arthur. He is very cute. What breed is he?
:06:13. > :06:18.He is a Bichon Frise. Tell me about this one particular time you took
:06:18. > :06:23.into the salon. I brought him back and he had green bows in his fur,
:06:23. > :06:30.which we thought was in the fur. He looked pretty, he came at all
:06:30. > :06:35.puffed up. We thought they did a decent job. We were happy. It was
:06:35. > :06:40.not until the following morning, and he was wincing and shaking his
:06:40. > :06:45.head. I was horrified when I saw that these two bands were around
:06:45. > :06:51.his ears. So they had actually tied the bows around his ears? I tried
:06:51. > :06:56.to cut them off and he was going for me, he was in that much pain, I
:06:56. > :07:02.thought the vet is a good miles -- the closest place is a grooming
:07:02. > :07:08.salon. The manageress saw me and she Cup tonight. And she said, they
:07:08. > :07:13.will be all right and left them. who had actually done this? One of
:07:13. > :07:18.the students. Within a couple of days, Arthur's ears swelled up and
:07:18. > :07:25.began to turn black. And then came bad news from the vet - one of the
:07:25. > :07:29.ears couldn't be saved. So he has had to have his ear
:07:29. > :07:33.amputated? About three-quarters of his year had to be amputated
:07:33. > :07:37.because it went gangrenous and black through the loss of blood to
:07:37. > :07:40.his ear. When Mark complained to Cutz 4 Mutz, he says the salon
:07:40. > :07:45.owner, Mandy Miller, asked him to keep quiet about the incident. But
:07:45. > :07:53.he was not prepared to do that and posted comments on Facebook. He was
:07:53. > :07:58.shocked by the reaction. The police visited twice, saying I was
:07:58. > :08:03.threatening etc, and I had solicitor's letters. How do you
:08:03. > :08:06.feel about what happened? I feel angry that I put my trust in having
:08:06. > :08:10.my dog groomed and he had dizzier amputated, it should never have
:08:10. > :08:14.happened. Poor Arthur, that ear looked terrible. Rachel, what does
:08:14. > :08:17.the salon have to say about this case? Well, Cutz 4 Mutz are not
:08:17. > :08:27.accepting any blame here, and say Arthur should have been taken to
:08:27. > :08:28.
:08:28. > :08:31.the vet sooner. They insist the student who groomed Arthur didn't
:08:31. > :08:38.tie bows around his ears, and that someone else must have done it
:08:38. > :08:42.after the dog left the salon. Really? Yes, but of course,
:08:42. > :08:45.Arthur's owner completely denies that. Does the salon owner have
:08:45. > :08:48.anything else to say? Well, Mandy Miller says she has hundreds of
:08:48. > :08:51.happy customers and makes every effort to follow all the health and
:08:51. > :08:55.safety standards. She also put us in touch with former students who
:08:55. > :08:59.said they were supervised well during their training courses.
:08:59. > :09:02.business as usual at the salon? quite. Lantra, the organisation
:09:02. > :09:07.which backs the training courses the salon gives to trainees, has
:09:07. > :09:16.suspended its links with Cutz 4 Mutz. They are going to visit the
:09:16. > :09:19.salon next month. Thanks, Rachel. Now, have you ever been tempted by
:09:19. > :09:29.the offer of something for free on the internet? Well, Lucy has been
:09:29. > :09:33.meeting some people who wish they Now, we all love to get something
:09:33. > :09:36.for free, don't we? Chocolate, free chocolate, anyone
:09:36. > :09:42.want to come and have a free chocolate? Who wants some free
:09:42. > :09:48.chocolate? Come on! Now, when we said free, there is just one little
:09:48. > :09:52.catch. Would you like a free chocolate?
:09:52. > :09:58.And on, before you have one, can I have your credit card details?
:09:58. > :10:02.Why not? It is private. You look like you might enjoy chocolate.
:10:02. > :10:11.Would you like one? First of all, can you give me your credit card
:10:11. > :10:18.details? Know. Why not? I do not know you. Before you do, could I
:10:18. > :10:22.have your credit card details? Maybe up today. Why not? You look
:10:22. > :10:25.lovely, but I do not do much might credit card details to a complete
:10:25. > :10:28.stranger. Well, it is hardly surprising that people wouldn't
:10:28. > :10:32.give me their credit card details. I mean, you wouldn't just give them
:10:32. > :10:35.out to anyone on the street, would you? But are we that clever when it
:10:35. > :10:40.comes to the internet? Karen Young from Cardiff regrets taking up a
:10:40. > :10:43.supposedly free offer online, where she only had to pay the postage.
:10:43. > :10:47.This advert popped up on the right hand side, so I just clicked on it.
:10:47. > :10:50.I am, I know, terrible for beauty creams, and I saw this advert,
:10:50. > :10:59.Revitaderm miracle wonder cream and it was a trial pack for �2.95, so I
:10:59. > :11:03.ordered it. All she needed to do was fill in a few details,
:11:03. > :11:08.including her credit card number. So, you entered your credit card
:11:08. > :11:11.details. It was �2.95, you thought it was low risk. Absolutely, for
:11:11. > :11:15.�2.95, I thought, it doesn't make a difference if I don't receive the
:11:15. > :11:18.products. That, to me in my head, is the worst case scenario, off the
:11:18. > :11:27.internet. But it was not just one payment. In under two months, a
:11:27. > :11:30.company called Revitaderm took eight payments, totalling �417.
:11:30. > :11:33.can remember standing up there, putting both hands on my head,
:11:33. > :11:37.thinking, "Oh, my word!" I realised at that point that I had been
:11:37. > :11:42.scammed. There is nothing I can do about it. I can't afford to lose
:11:42. > :11:44.that kind of money. The company Karen signed up to has been in the
:11:44. > :11:48.headlines, and the Advertising Standards Authorities have upheld
:11:48. > :11:52.complaints about the marketing techniques. But after dozens of
:11:52. > :11:55.phone calls, she did manage to get her money back.
:11:55. > :12:00.But Newport pensioner Georgina Gibbons, who signed with a
:12:00. > :12:04.different company, has not been so lucky. I was on Facebook and I saw
:12:04. > :12:09.this advert, stating you could lose weight on a trial. �5.95, so I
:12:09. > :12:16.thought, it is worth a try. I looked further and it had no
:12:16. > :12:21.obligations, so I thought, I will try it, it is worth a try. She got
:12:21. > :12:27.just two small bottles, but the company emptied her bank account.
:12:27. > :12:31.They took �143.76 out, and that was everything we had. We are on a
:12:31. > :12:35.pension credit and there was only about �16 left in the bank. That
:12:35. > :12:42.was supposed to last us from Saturday to Saturday. It made me
:12:42. > :12:51.really, really ill. Taking money like that, they don't care who you
:12:51. > :12:54.So, what's happened? Well, these trials actually turn out to be a
:12:54. > :12:56.subscription service, and when you give them your bank details, you
:12:56. > :12:59.are actually signing up to something that is called continuous
:12:59. > :13:07.payment authority., and legitimate form of regular payments, set up
:13:07. > :13:10.between you and a business. But the power all lies with the company, so
:13:10. > :13:20.it is like handing over your purse to a complete stranger and trusting
:13:20. > :13:22.
:13:22. > :13:26.Unlike a direct debit, the company can change the amount they take out
:13:26. > :13:34.of your account without telling you. Karen and Georgina had been
:13:34. > :13:37.targeted by hi-tech internet Let me explain. I can walk down the
:13:37. > :13:44.street and no-one will know what my mood is, might likes or dislikes,
:13:44. > :13:52.and if I pop into a shop, they have got no idea what I wanted to buy.
:13:52. > :13:56.No-one knows anything unless I tell them.
:13:56. > :14:00.But on the internet, it is a different story. Every site I visit
:14:00. > :14:05.online can help to build up a profile. And if I like or dislike
:14:05. > :14:08.something on Facebook, advertisers will know about it. And if I visit
:14:08. > :14:13.a store on line, they have the ability to remember what I was
:14:13. > :14:21.looking at. This means companies big and small are very good at
:14:21. > :14:24.targeting new online. -- targeting you. And while they might know
:14:24. > :14:26.everything about you, some are very good at hiding their details.
:14:26. > :14:30.Internet security expert Richard Cox is all too familiar with
:14:30. > :14:33.individuals who abuse our trust on the internet. Well, on Facebook,
:14:33. > :14:36.the adverts are quite frequently targeted, as they are on other
:14:36. > :14:39.social media, by what you've actually viewed in the past and
:14:39. > :14:42.what you've actually indicated that you liked. It forms a profile of
:14:42. > :14:52.you, so that advert could be said to be targeted at you. The same
:14:52. > :15:16.
:15:16. > :15:22.with some search engines like Great news - another good result.
:15:22. > :15:25.What you make of the terms you are using on this site? It is very
:15:25. > :15:29.aggressive. They are setting up an environment where they wanted to
:15:29. > :15:33.make a mistake, and most people will make it. When it comes to
:15:33. > :15:38.tracking down these companies, it's not easy. We have been
:15:38. > :15:42.investigating the website Georgina used. The website only lists a PO
:15:42. > :15:46.box in Scotland, but with a bit of digging, we have found that the
:15:46. > :15:50.banking is based in Malta or, at the website is registered in
:15:50. > :15:56.Germany, and if the customer service line in the Philippines is
:15:56. > :16:01.to be -- be believed, the actual rate -- actual company is based in
:16:01. > :16:06.Utah in the United States. It is a tangled web.
:16:06. > :16:09.Would you describe it as a scam? Certainly the scam, right on the
:16:09. > :16:14.borderline of fraud, and in some case at -- cases as we have seen,
:16:14. > :16:19.it becomes fraudulent. It has been a costly lesson for Georgina. She
:16:19. > :16:26.has given up on ever getting her money back. They can keep all their
:16:26. > :16:30.free trials and deals. I don't want any of it, never will, now. That is
:16:30. > :16:35.probably the best attitude to have. I know Karen and Georgina feel
:16:35. > :16:40.silly after falling for these offers, but they are not alone.
:16:40. > :16:45.These guns are a multi-billion dollar industry. Really? Just last
:16:45. > :16:49.week authorities in the United States ordered man -- one man to
:16:49. > :16:53.pay $650 million to customers who had lost out. Wow. That is just one
:16:53. > :16:55.case. Remember you can call you back and get them to cancel this
:16:55. > :17:00.type of payment but they are not always greater letting you know
:17:00. > :17:07.that. We have some tips about say it -- then stayed on line on a
:17:07. > :17:12.website. The details on the screen. Next, Lucy is on the case in
:17:12. > :17:22.Newport. Berkeley Sampson thought buying a new-build house would mean
:17:22. > :17:24.
:17:24. > :17:29.low maintenance, but his bathroom Sewage water has been leaking from
:17:29. > :17:38.a bathroom toilette but Elway homes say it is not their problem. I'm on
:17:38. > :17:42.When Berkeley bought this house he trusted the company he built it to
:17:43. > :17:52.install the plumbing probably, but a bathroom elite has seen his trust
:17:53. > :17:54.
:17:54. > :17:57.drain away. How are you? Cumin. Thank you. He and his wife Claire
:17:57. > :18:02.bought their three-bedroom townhouse from Bell way homes in
:18:02. > :18:05.2006. The plan was to move back home
:18:05. > :18:10.closer to the family to start would then start a family of our own. A
:18:10. > :18:16.couple of years later, Reece Craig -- came along. He has cerebral
:18:16. > :18:20.palsy. Does he need a lot of care? Quite a bit of support. The
:18:20. > :18:24.cerebral palsy have left -- has left him with motor skills issue so
:18:24. > :18:29.his movement is way he struggles. Because of race's problems, the
:18:29. > :18:34.family say that until recently they rarely use the pub -- bathroom on
:18:34. > :18:37.the middle floor. When they did, but when it started to leak. We had
:18:37. > :18:41.sewage water all over the bathroom floor, so a bit of a panic. Towels
:18:41. > :18:45.on the floor trying to mop the water up and contend with the smell,
:18:45. > :18:48.and then get on the phone to the plumber to repair the problem.
:18:48. > :18:52.must have been horrible for you having waste water all over the
:18:52. > :18:56.bathroom, especially with kids. Absolutely, not great. Obviously
:18:56. > :18:58.the water got into the space between the ceiling and the floor
:18:59. > :19:03.so the kitchen ceiling here, there's been some water damage to
:19:03. > :19:06.that as well. An independent engineer found the problem with the
:19:06. > :19:11.pipe work in the bathroom. This is the toilet that has been causing
:19:11. > :19:14.the problems. What happened? league itself came out of the back
:19:14. > :19:17.of the waste pipe, literally just behind the toilet. The plumber
:19:17. > :19:21.repaired that and that is when it became obvious that there is a
:19:21. > :19:25.problem with the slope of the waste pipe itself. It has got a pretty
:19:25. > :19:28.obvious slope on it up hill. The Messiah was taught the laws of
:19:28. > :19:33.physics wrong at school, that is the wrong direction for water to
:19:33. > :19:37.flow. He got in touch with Bell way homes. Review was a surprise
:19:37. > :19:40.because they felt there was no comeback on them or any problem
:19:40. > :19:43.from their point of view as far as they could see. The main reason
:19:43. > :19:47.being that they thought it couldn't be a major issue as it had taken so
:19:47. > :19:51.long to show itself, but as we talked about, the bathroom has only
:19:51. > :19:53.really started to be used over the last few months or so. How do you
:19:53. > :19:57.feel about what they have said about the problem and the way they
:19:57. > :20:00.have treated you? It has been very disappointing that they have not
:20:00. > :20:03.been willing to come out and look at the problem themselves before
:20:03. > :20:07.making a decision, even. It's pretty clear that there is an issue
:20:07. > :20:11.caused by the original work and the property was built and all we are
:20:11. > :20:15.looking for them is to put that work right. Okay. I am on the case.
:20:15. > :20:21.He has hit a brick wall when it comes to bowl way homes, so what
:20:21. > :20:24.are your rights when it comes to building disputes? The Supply of
:20:24. > :20:28.Goods and Services Act covers work done by tradespeople, and it not
:20:28. > :20:32.only applies to builders and plumbers, but also to dentists,
:20:32. > :20:36.restaurants, hairdressers, in fact anyone who is supplying a service.
:20:36. > :20:41.It means you should expect the service to be carried out with
:20:41. > :20:45.reasonable care and skill. So why aren't they fixing his bathroom?
:20:45. > :20:49.Well, they point out that the house is six years old, and as there
:20:49. > :20:52.hasn't been a leak in the bathroom until February of this year, they
:20:52. > :20:57.dispute they are at fault. They believe the leak is down to general
:20:57. > :21:03.wear and tear. However, as a gesture of good will, they have now
:21:03. > :21:06.agreed to repair the bathroom free of charge. Thanks Lucy, we are
:21:06. > :21:12.really pleased that they have agreed to come out and fix our
:21:12. > :21:15.bathroom. And that is another case closed.
:21:15. > :21:17.Great news - another good result. And it's not the only success we've
:21:17. > :21:20.had this week. Last week we brought you the
:21:20. > :21:23.disturbing story of the Special Friends website. It's a bit like
:21:23. > :21:26.Facebook but it can be used by children and adults with learning
:21:26. > :21:30.disabilities. It's paid for with charity money and it claimed to be
:21:30. > :21:33.one of the safest places on the web. But we found obvious security flaws
:21:33. > :21:36.which meant children's personal details could easily be accessed by
:21:36. > :21:39.sexual predators. Martin Harris, who runs the website, says he has
:21:39. > :21:43.now written to the trustees of the charity Follow Your Dreams, which
:21:43. > :21:49.has been funding the site. He's recommending that they cancel their
:21:49. > :21:55.support. And for now, the website has closed its doors to new users,
:21:55. > :21:58.and is undergoing a security upgrade. Let's hope it works.
:21:59. > :22:02.Now, earlier this year, Lucy was On the Case helping a viewer who was
:22:02. > :22:05.having problems with his Peugeot car cutting out. Well, it turned
:22:05. > :22:07.out I had opened a can of worms - we've been inundated with
:22:07. > :22:17.complaints from other Peugeot drivers. Rhodri's been
:22:17. > :22:18.
:22:18. > :22:22.Since we last told you about Peugeots cutting out? Peugeot have
:22:22. > :22:26.made good on their promise, and are fixing the cars. So John Vaughan
:22:26. > :22:31.from Wrexham is a happier man. had a good result. Peugeot have
:22:31. > :22:36.phoned me back, and they've took the car. Hannah Banks also got in
:22:36. > :22:44.touch. Peugeot say her car had been badly maintained, but they are
:22:44. > :22:53.But since you saw them on X-Ray, we've heard from a whole lot more
:22:53. > :22:57.unhappy drivers all with the same People from all over Wales have
:22:57. > :23:00.been in touch, some with 206s or 207s, some with 307s or 308s, but
:23:00. > :23:10.all with the same problem - their car cut out or chugged along at a
:23:10. > :23:14.
:23:14. > :23:17.slow speed. So we've been on the In the Valleys, we've been to
:23:17. > :23:22.Pontardawe and Treorchy. It's happened a few times, my
:23:22. > :23:26.warranty ran out in June last year, and all I've had is problems since.
:23:26. > :23:29.I was driving on a quite a busy road over in Swansea with two
:23:29. > :23:34.friends in the car. Everything cut out - the lights, the indicators,
:23:34. > :23:38.the power steering. I just slammed my brakes on, and a car almost went
:23:38. > :23:41.into the back of me. And we've been to Cardiff and Caerphilly. The car
:23:41. > :23:47.just completely lost power, a warning light came on the screen
:23:47. > :23:52.saying "anti-pollution fault." the electrics just died, and I was
:23:52. > :23:59.in the third lane and I needed to pull over pretty quickly. I was
:23:59. > :24:03.overtaking on the motorway at the Up North, we've been to Rhyl and
:24:03. > :24:09.Wrexham. Driving through town up to a junction, I slow down, about to
:24:09. > :24:13.turn the junction, and the car just cuts out. When I was driving to
:24:13. > :24:17.work, it just totally cut out on me when I pulled onto a 60, so I had
:24:17. > :24:20.to pull over into some cemetery gates. And in Mid and West Wales,
:24:20. > :24:26.we've been to Llanwrtyd Wells and Crosshands in Carmarthenshire.
:24:26. > :24:28.car just stopped on the middle of the road. To be honest with you, it
:24:28. > :24:31.was very frightening. frightened one day something is
:24:31. > :24:38.going to happen at a junction or a roundabout, and there'll be an
:24:38. > :24:41.accident. Now, because of all your calls,
:24:41. > :24:44.we've gone back to Peugeot. And they've agreed to take a look at
:24:44. > :24:53.all the faulty cars. Some are already being fixed - they're even
:24:53. > :24:56.doing some for free. But what about the reason behind the problem why
:24:56. > :25:02.are these Peugeots cutting out? Peugeot say they've all broken down
:25:02. > :25:05.for different reasons, and that some have been poorly maintained.
:25:05. > :25:07.But some have suggested there is a common problem with the cars'
:25:07. > :25:10.computers. Three weeks ago, I spoke to expert Gareth Rees.
:25:10. > :25:13.Right, Gareth, any idea why these Peugeots are cutting out like this?
:25:13. > :25:17.Well, not really, Rhod, simply because the fault, when it occurs,
:25:17. > :25:20.isn't being logged on to the car's computer. So when people are taking
:25:20. > :25:23.their cars to the garage, when they are cutting out, there's no
:25:23. > :25:25.information on the computer to say what exactly is wrong with them?
:25:25. > :25:30.The onboard computer isn't recording the actual fault, so when
:25:30. > :25:32.it goes in for diagnostic testing it's not being picked up.
:25:32. > :25:42.After the programme, a spokesman from Peugeot questioned the
:25:42. > :25:42.
:25:42. > :25:48.significance of just one expert's view. So we've asked another one!
:25:48. > :25:51.Tim Shallcross from the Institute of Advanced Motorists.
:25:51. > :25:54.What are your thoughts on what Gareth's actually said? He's
:25:54. > :25:57.absolutely right, if the computer hasn't recorded a fault and the
:25:57. > :26:00.car's working in front of you, then it gets very difficult to figure
:26:00. > :26:03.out what was wrong. And how familiar are you with this
:26:03. > :26:06.particular complaint? Peugeots do something of a history of
:26:07. > :26:11.intermittent faults, where the car cuts out and then starts again.
:26:11. > :26:14.what should be done now? Peugeot need to get this diagnostic correct
:26:14. > :26:17.and accurate and reliable. Peugeot say problems caused by things like
:26:17. > :26:26.poor quality fuel or bad maintenance would not be expected
:26:26. > :26:31.to show up on the cars' computers. They deny there is any problem. But
:26:31. > :26:35.not everyone agrees. That's two experts and a whole load
:26:35. > :26:41.of viewers' complaints. I think it's about time we paid a visit to
:26:41. > :26:44.Their HQ is in Coventry. They've refused to speak to us face to face,
:26:44. > :26:53.so I've come to deliver a card on behalf of all the viewers who've
:26:53. > :26:57.contacted X-Ray. Hi, good morning, is it possible to
:26:57. > :27:01.speak to Mr Tim Zimmerman, please, your managing director? OK, is he
:27:01. > :27:05.expecting you? We're from BBC Wales's X-Ray.
:27:05. > :27:09.OK, sounds promising. It was only a card, but nobody
:27:09. > :27:14.seemed to want it. If I could just leave you with this
:27:14. > :27:24.- it's a little list who've made a complaint. I'm not a Peugeot
:27:24. > :27:25.
:27:25. > :27:29.spokesman. If you could pass it on to your MD, that would be great.
:27:29. > :27:32.Well, Peugeot obviously not keen to talk at all. First of all it seemed
:27:32. > :27:35.that MD was in, and then suddenly once the gentleman from security
:27:35. > :27:39.arrived, he wasn't. But we've left the list of names, so hopefully we
:27:39. > :27:45.shall have some response. Wow - they weren't very pleased to
:27:45. > :27:48.see you, were they? No, and we travelled all that way! Well that's
:27:48. > :27:51.all we've got time for this week... ..And this series! But because we
:27:51. > :27:54.are off air, it doesn't mean we're on holiday. No - we're still going
:27:54. > :27:56.to be investigating your stories, so if you've got anything you'd
:27:56. > :28:00.so if you've got anything you'd like us to look at, give us a call.
:28:00. > :28:03.Our number's 03703 334 334 - the lines are open now. Or go to our