0:00:02 > 0:00:05You're watching X-Ray, the programme that fights for your rights.
0:00:05 > 0:00:07If you've been scammed,
0:00:07 > 0:00:10or dealt a raw deal,
0:00:10 > 0:00:12we're on your side,
0:00:12 > 0:00:14exposing the truth and tracking down the rogues.
0:00:14 > 0:00:17And we won't take no for an answer.
0:00:29 > 0:00:33On tonight's programme, how muddy does your garden grow?
0:00:33 > 0:00:37The new estate with a rather unusual water feature.
0:00:37 > 0:00:41You couldn't walk on it cos you would sink. It was just so boggy.
0:00:42 > 0:00:45They tell you you can shop with confidence,
0:00:45 > 0:00:49so why can't Harvey's deliver what they promise?
0:00:49 > 0:00:52It's in the warehouse, but they can't find it.
0:00:52 > 0:00:55I've got so many of these with the excuses, time and time again.
0:00:56 > 0:00:59And two Rhods for the price of one.
0:00:59 > 0:01:03It's back to school, for a lesson in choosing the right mobile deal.
0:01:03 > 0:01:07- Rhodri! Wake up!- Ohhh...
0:01:09 > 0:01:13First tonight, I've been to a new housing estate near Pontardawe,
0:01:13 > 0:01:19where dozens of families say they've been left high but not very dry.
0:01:23 > 0:01:27Spring has sprung. Flowers are starting to bloom
0:01:27 > 0:01:31and our gardens are suddenly bursting with life.
0:01:31 > 0:01:35Time to mow the lawn, tend your plants
0:01:35 > 0:01:38and generally make sure your garden is looking its best.
0:01:40 > 0:01:46Hannah and Mike Williams would love to be able to do just that.
0:01:46 > 0:01:48Four years ago,
0:01:48 > 0:01:53they bought their first family home from Barratt Homes in Godre'r Graig,
0:01:53 > 0:01:58but after just six months, things started to go wrong.
0:01:58 > 0:02:01My garden is just a tip.
0:02:01 > 0:02:04You've bought the house, you've given them the money
0:02:04 > 0:02:05and now that's it.
0:02:05 > 0:02:09The estate was completed in 2012,
0:02:09 > 0:02:13and described as "a pocket of tranquillity,
0:02:13 > 0:02:16"with rolling hills and cosy homes.
0:02:16 > 0:02:20"Parc Afon Tawe offers everyday living at its best."
0:02:21 > 0:02:23But for Hannah and Mike,
0:02:23 > 0:02:27it seems their everyday living does not include the garden.
0:02:27 > 0:02:31I always wanted the house with a big garden.
0:02:31 > 0:02:34In the show home, the grass looked perfect.
0:02:34 > 0:02:38It was nicely turfed, and I thought, hopefully, that will be OUR house.
0:02:38 > 0:02:42I always remember walking down the street, actually getting
0:02:42 > 0:02:44butterflies in my stomach cos it was just
0:02:44 > 0:02:47the beginning of a journey for us really.
0:02:47 > 0:02:51Hannah and Mike quickly put down a deposit on their house and moved in.
0:02:51 > 0:02:55But the garden didn't live up to their expectations.
0:02:55 > 0:02:57It was when the weather started getting wet,
0:02:57 > 0:03:01you couldn't walk on it cos you would sink. It was just so boggy.
0:03:01 > 0:03:04There was standing water over the top of the grass.
0:03:04 > 0:03:05It was saturated.
0:03:06 > 0:03:09The couple contacted Barratt,
0:03:09 > 0:03:11and nearly a year after they'd moved in,
0:03:11 > 0:03:14the company tried to put the garden right.
0:03:14 > 0:03:16- Mud!- Mud.- Mud!
0:03:16 > 0:03:17They've relayed all the turf,
0:03:17 > 0:03:20we thought, wow, great, lovely grass area.
0:03:20 > 0:03:24We went out, got some decking, we got a load of plants,
0:03:24 > 0:03:26we spent a lot of money.
0:03:26 > 0:03:30But as soon as the weather got wetter again, the problems returned.
0:03:31 > 0:03:33That winter came,
0:03:33 > 0:03:37and everything died cos everything became waterlogged.
0:03:37 > 0:03:40We've got no grass left, we've got plants left.
0:03:40 > 0:03:43We've had to pull up all the decking, all the wood.
0:03:43 > 0:03:45New homes get a ten-year warranty
0:03:45 > 0:03:50from the National House Building Council, the NHBC.
0:03:50 > 0:03:53Hannah and Mike decided the next step was to complain to THEM.
0:03:53 > 0:03:56They did an inspection and a report on our garden
0:03:56 > 0:03:59and said it wasn't up to the building regulations. Unfortunately,
0:03:59 > 0:04:02we still don't know WHAT they're going to do to the garden,
0:04:02 > 0:04:04we're in the dark.
0:04:04 > 0:04:05It's been going on for about four years now,
0:04:05 > 0:04:09and I thought it would have been resolved.
0:04:09 > 0:04:12To be honest, when you buy a house and you're spending all this money,
0:04:12 > 0:04:15you would expect to get what you paid for.
0:04:16 > 0:04:20'Hm. A pair of wellies would have been a good idea.'
0:04:20 > 0:04:23Oh, my goodness!
0:04:23 > 0:04:26It's actually really soggy and kind of spongy.
0:04:26 > 0:04:29- It's worse than I thought it was. - It's heartbreaking.
0:04:29 > 0:04:32They want to be outside all the time, and unfortunately if it's
0:04:32 > 0:04:37been wet the day before, they can't even go out in the garden.
0:04:37 > 0:04:38I can't even stand still.
0:04:38 > 0:04:40I'm sinking in the mud as I speak to you.
0:04:40 > 0:04:43A flood assessment in 2005
0:04:43 > 0:04:48stated this area was a significant flood risk.
0:04:48 > 0:04:51Before these homes could be built, the land had to be raised
0:04:51 > 0:04:55and a comprehensive drainage system put in place.
0:04:55 > 0:05:00But it seems something just isn't working,
0:05:00 > 0:05:02because Mike and Hannah
0:05:02 > 0:05:06are one 27 cases of waterlogged gardens
0:05:06 > 0:05:11across the estate. And the problem isn't just with Barratt Homes.
0:05:11 > 0:05:13Just down the road,
0:05:13 > 0:05:17Diane Powys bought her home from Taylor Wimpey in January 2013.
0:05:18 > 0:05:20So here's the garden.
0:05:20 > 0:05:24It's a lovely size, but, oh, my goodness, I can see the mud.
0:05:24 > 0:05:26After 12 years of army life,
0:05:26 > 0:05:31Diane was looking forward to having a home to call her own.
0:05:31 > 0:05:33It's heartbreaking cos the kids should be able to come out here
0:05:33 > 0:05:35and play and enjoy themselves.
0:05:35 > 0:05:37Have you been in contact with Taylor Wimpey about the garden?
0:05:37 > 0:05:40Yes. I was given the impression they weren't responsible
0:05:40 > 0:05:43for the garden cos it was the land that was already there.
0:05:43 > 0:05:45When you're speaking to the locals around here, they're
0:05:45 > 0:05:48saying that there used to be a boat that sailed on a pond on this area.
0:05:48 > 0:05:50Why would they build houses here, if that was the case?
0:05:52 > 0:05:54Right. On to the next.
0:05:55 > 0:05:58And the list of complaints from both Taylor Wimpey
0:05:58 > 0:06:00and Barratt Homes residents
0:06:00 > 0:06:03goes on,
0:06:03 > 0:06:04and on
0:06:04 > 0:06:05and on.
0:06:07 > 0:06:11It's really disappointing. We've got a nice house. We love the area.
0:06:11 > 0:06:13We can't use the garden.
0:06:13 > 0:06:15We expected to have a garden we could use,
0:06:15 > 0:06:19but we've just ended up with trying our best to try and get it to drain.
0:06:19 > 0:06:22I've actually had a visit from the NHBC,
0:06:22 > 0:06:23and they said there was no problem.
0:06:23 > 0:06:26They couldn't witness any evidence of waterlogging.
0:06:26 > 0:06:28What did you think when they said that?
0:06:28 > 0:06:30I asked him did he want to borrow my glasses?
0:06:31 > 0:06:35All of these families tell us their gardens are boggy
0:06:35 > 0:06:37and full of clay.
0:06:37 > 0:06:40And nobody that we spoke to was warned
0:06:40 > 0:06:42that their gardens could be waterlogged
0:06:42 > 0:06:45before they bought their properties.
0:06:45 > 0:06:50Even Taylor Wimpey's glossy show home with gorgeous gardens
0:06:50 > 0:06:53hasn't escaped the boggy blues.
0:06:53 > 0:06:55Look what it became.
0:06:55 > 0:06:57Hardly a showstopper.
0:06:58 > 0:07:03We asked local surveyor Roger Roberts to look at the gardens.
0:07:03 > 0:07:07He thinks he may found the cause of Diane's flooding.
0:07:08 > 0:07:12I seem to be hitting rubble, which is conducive with
0:07:12 > 0:07:16either bricks or stones, within a very short distance.
0:07:16 > 0:07:17I feel very frustrated.
0:07:17 > 0:07:22When I did go to Taylor Wimpey, they just basically,
0:07:22 > 0:07:24under my view, fobbed me off.
0:07:24 > 0:07:27I wouldn't consider this an acceptable garden.
0:07:27 > 0:07:29It's just a bog.
0:07:29 > 0:07:33Next, Roger inspects Hannah and Mike's garden.
0:07:33 > 0:07:38I've operated as a surveyor in this area for 45 years.
0:07:38 > 0:07:44Were you made aware that this area previously to the development
0:07:44 > 0:07:46had been a floodplain area?
0:07:46 > 0:07:49If we were made aware, we would never have bought a house here.
0:07:49 > 0:07:53I would not consider this garden to be acceptable for a family home.
0:07:54 > 0:07:57And family is what this is all about.
0:07:57 > 0:08:00Unless the garden's drainage is sorted out, Hannah
0:08:00 > 0:08:04and Mike believe this will continue to have a huge impact on them.
0:08:04 > 0:08:07And you feel guilty for keeping the kids indoors.
0:08:07 > 0:08:09It's just like being in a prison.
0:08:10 > 0:08:12So, what do Barratt Homes
0:08:12 > 0:08:17and Taylor Wimpey have to say about this muddy mess?
0:08:17 > 0:08:20Well, both companies say that they installed drainage for the houses
0:08:20 > 0:08:23and their driveways, but planning rules
0:08:23 > 0:08:27didn't require them to put in separate drainage for the gardens.
0:08:27 > 0:08:31Now, Barratt Homes, who built Hannah and Mike's house,
0:08:31 > 0:08:33believe that they HAVE fulfilled
0:08:33 > 0:08:36their responsibilities to homeowners,
0:08:36 > 0:08:40but say they are willing to listen again to customers' concerns.
0:08:40 > 0:08:42And Taylor Wimpey, who built Diane's house,
0:08:42 > 0:08:47blame the problems on unusually wet weather conditions.
0:08:47 > 0:08:50They agree that some of the gardens may require further drainage,
0:08:50 > 0:08:55and say they're eager to put things right as soon as possible.
0:08:55 > 0:08:57Let's hope so.
0:08:57 > 0:08:59Now, if there's anything you would like us to look into,
0:08:59 > 0:09:04please do get in touch. The number to call is:
0:09:04 > 0:09:07You can email:
0:09:07 > 0:09:10Or send us a tweet:
0:09:10 > 0:09:13Still to come, do you know
0:09:13 > 0:09:17whether you're getting a good deal on your mobile phone contract?
0:09:17 > 0:09:20I pay... What is it I pay?
0:09:20 > 0:09:231,000 minutes, unlimited texts and 2GB data.
0:09:23 > 0:09:26And do you feel like you use that every month? Do you keep across it?
0:09:26 > 0:09:29No.
0:09:29 > 0:09:30Now, a couple of weeks ago
0:09:30 > 0:09:33we told you about the Cardiff car dealership
0:09:33 > 0:09:38that kept one woman's broken-down car for eight months,
0:09:38 > 0:09:42then apparently sold it, before giving her a refund.
0:09:42 > 0:09:45Now, C&N Automotive Trade insisted that
0:09:45 > 0:09:48they had lots of satisfied customers,
0:09:48 > 0:09:50but since we broadcast our report,
0:09:50 > 0:09:55more unhappy ones have been in touch with us.
0:09:55 > 0:09:58This is C&N in Cardiff,
0:09:58 > 0:10:03the garage with a trusty VW Beetle as its logo.
0:10:03 > 0:10:06No problem with that, except some of the real cars they sell
0:10:06 > 0:10:10seem to leave rather a lot to be desired.
0:10:10 > 0:10:13The customers who we featured two weeks ago
0:10:13 > 0:10:15found that the cars they bought there
0:10:15 > 0:10:18went wrong almost straightaway.
0:10:19 > 0:10:20It was starting and stopping on us -
0:10:20 > 0:10:24an engine management light would come on. We'd pull over...
0:10:24 > 0:10:28Debbie Lloyd bought this BMW there last February.
0:10:28 > 0:10:32Two months later, it went back for the third time for repairs.
0:10:32 > 0:10:34That was the last time she drove it.
0:10:34 > 0:10:37In December, in the middle of a legal battle,
0:10:37 > 0:10:40C&N apparently sold it.
0:10:40 > 0:10:43They hadn't given me a refund,
0:10:43 > 0:10:45but yet they were now selling the car.
0:10:45 > 0:10:49Debbie finally got her money back a few weeks ago,
0:10:49 > 0:10:52after a court found in her favour.
0:10:52 > 0:10:54C&N's owner, Jason John,
0:10:54 > 0:10:58told X-Ray he was sorry for the way her complaint was handled.
0:11:00 > 0:11:01Since that first piece,
0:11:01 > 0:11:05a dozen other unhappy C&N customers have contacted us.
0:11:05 > 0:11:10People like Martin Cameron from Betws and Jay Owen from Rhoose.
0:11:10 > 0:11:14Both say they want refunds on cars that they say are faulty,
0:11:14 > 0:11:18and have been back at C&N for well over six months.
0:11:19 > 0:11:23Barry Stapleton from Aberdare is another one who contacted us.
0:11:23 > 0:11:25He says he lost faith in C&N
0:11:25 > 0:11:29after they took two months to put right an engine fault
0:11:29 > 0:11:31on the car he bought from them.
0:11:32 > 0:11:37Well, Rachel's with me now. Clearly there ARE some unhappy customers...
0:11:37 > 0:11:40Yes, there are and C&N's owner Jason John
0:11:40 > 0:11:42told us at the time of our last film
0:11:42 > 0:11:45that one disgruntled and dissatisfied customer
0:11:45 > 0:11:47was one too many.
0:11:47 > 0:11:50He also said that many of his customers are very happy
0:11:50 > 0:11:52with the service that they receive,
0:11:52 > 0:11:55and they often return to buy their next car from him.
0:11:55 > 0:11:57He also says that any complaints
0:11:57 > 0:12:00are dealt with quickly and professionally.
0:12:00 > 0:12:04So what did Jason John have to say about these latest customer cases?
0:12:04 > 0:12:07Well, we sent the details of the complaints to him.
0:12:07 > 0:12:10Now, many of them are claiming that their cars developed faults
0:12:10 > 0:12:12not long after buying them
0:12:12 > 0:12:15and they found it really difficult to get them fixed by the company.
0:12:15 > 0:12:20Now, Jason John is disputing many of their accounts of what happened, and
0:12:20 > 0:12:25he says that the cars that he sells are fit for purpose and roadworthy.
0:12:25 > 0:12:28And what did he say about Martin Cameron and Jay Owen?
0:12:28 > 0:12:30Because they've both told us
0:12:30 > 0:12:32that their car has been back at C&N for months.
0:12:32 > 0:12:36Well, both the cars are the subject of unresolved county court cases,
0:12:36 > 0:12:39so Mr John says that he is unable to comment.
0:12:39 > 0:12:41In relation to Barry Stapleton,
0:12:41 > 0:12:45who told us that he's waited two months for an engine repair,
0:12:45 > 0:12:48Mr John has apologised about the time it's taken.
0:12:48 > 0:12:50He says the car had head gasket failure,
0:12:50 > 0:12:54and his company put it right at considerable expense.
0:12:54 > 0:12:56Rachel, thank you.
0:12:56 > 0:12:58Now, do you know if you're getting a good deal
0:12:58 > 0:13:01on your mobile phone contract?
0:13:02 > 0:13:04Let's ask people in Swansea.
0:13:04 > 0:13:06Do you shop around for your contract
0:13:06 > 0:13:08to see where you can get the best deal?
0:13:08 > 0:13:10I don't really pay mine, my father pays.
0:13:10 > 0:13:13I probably am paying too much, but I think I'm probably on one of
0:13:13 > 0:13:15the lowest payments a month that I can get anyway.
0:13:15 > 0:13:19£21.50, I think, I pay a month.
0:13:19 > 0:13:21I pay £45 a month.
0:13:21 > 0:13:22That sounds like quite a lot.
0:13:22 > 0:13:24Compared to you!
0:13:24 > 0:13:26It is. But I have everything.
0:13:26 > 0:13:28£11 a month, and it suits ME.
0:13:28 > 0:13:30That sounds like quite a good deal though.
0:13:30 > 0:13:32Yeah. I'm a student, so I need it cheap.
0:13:32 > 0:13:34Part of the bill is for the phone
0:13:34 > 0:13:36and the other part is for the contract.
0:13:36 > 0:13:38Do you know if there's a lot of interest on that?
0:13:38 > 0:13:40I don't. I don't know.
0:13:40 > 0:13:42Do you ever sort of shop around for...?
0:13:42 > 0:13:45- No.- No?- No, I need to. But I don't, cos I'm lazy.
0:13:47 > 0:13:50Well, it sounds like we could all do with a bit of help on this.
0:13:50 > 0:13:54Good job we sent Rhod back to school to get some answers.
0:14:03 > 0:14:05Bore da i chi gyd.
0:14:06 > 0:14:08Oh!
0:14:08 > 0:14:12Welcome to the X-Ray Academy of Consumer Advice.
0:14:12 > 0:14:14Treadaway-Williams, Rachel.
0:14:14 > 0:14:16Absent.
0:14:16 > 0:14:18Owen, Lucy Jane.
0:14:19 > 0:14:21Absent.
0:14:21 > 0:14:22Owen, Rhodri.
0:14:24 > 0:14:26Owen! Pay attention!
0:14:29 > 0:14:34Today, we're going to tackle one of our most complained about issues.
0:14:34 > 0:14:35Any guesses, class?
0:14:35 > 0:14:37Rhodri.
0:14:37 > 0:14:40Erm... Cowboy builders?
0:14:40 > 0:14:42Dodgy cars?
0:14:42 > 0:14:43No.
0:14:45 > 0:14:47It's mobile phones.
0:14:49 > 0:14:54Handsets, contracts and networks. The choice is bewildering.
0:14:54 > 0:14:56We could all do with a few pointers.
0:14:58 > 0:15:00First on the curriculum,
0:15:00 > 0:15:01how to pick the right network.
0:15:03 > 0:15:05Take a look at this, class.
0:15:06 > 0:15:08Mobile coverage across Wales varies greatly.
0:15:08 > 0:15:11Elinor Williams is from Ofcom Wales,
0:15:11 > 0:15:14the body that regulates the mobile phone industry.
0:15:14 > 0:15:17Ofcom launched this mobile coverage checker last year,
0:15:17 > 0:15:20and it works by providing consumers
0:15:20 > 0:15:22with the most up-to-date information
0:15:22 > 0:15:25about the quality and availability of
0:15:25 > 0:15:27their mobile phone provider in a particular area.
0:15:27 > 0:15:31So, if you look at Fishguard, you've got EE in Fishguard where the
0:15:31 > 0:15:35green areas, there is good coverage expected to be,
0:15:35 > 0:15:36the amber not so good
0:15:36 > 0:15:40and then the red area is where the coverage would be very patchy.
0:15:40 > 0:15:42Then if you switch to Vodafone
0:15:42 > 0:15:45it's a totally different picture.
0:15:45 > 0:15:47But what if you live in a rural area
0:15:47 > 0:15:50and only one company can provide you with signal?
0:15:50 > 0:15:53The company has basically got you over a barrel there, haven't they?
0:15:53 > 0:15:57Well, not exactly because you have four major mobile network operators,
0:15:57 > 0:16:01so EE, Vodafone, o2 and Three.
0:16:01 > 0:16:05The others, like ASDA, Tesco, Lebara,
0:16:05 > 0:16:11they have to use the same network, if you like, as the four major ones.
0:16:11 > 0:16:15So you've got Lebara that has to use Vodafone,
0:16:15 > 0:16:17Giffgaff has to use O2
0:16:17 > 0:16:20and ASDA uses EE.
0:16:20 > 0:16:25And, you know, the coverage will be the same as the major
0:16:25 > 0:16:27operator, but their pricing structure can be different
0:16:27 > 0:16:30so they can charge you, as a customer,
0:16:30 > 0:16:33a different price to what the major operators will charge.
0:16:35 > 0:16:40Sound advice. On to our next subject, getting the right tariff.
0:16:40 > 0:16:42Research from the National Mobile Phone Report
0:16:42 > 0:16:45found that nine out of ten of us are on the wrong contract,
0:16:45 > 0:16:48not getting a good deal.
0:16:48 > 0:16:50And overspending by an average of...
0:16:52 > 0:16:54..£160.
0:16:54 > 0:16:58So? My mum pays my phone bill anyway.
0:16:58 > 0:17:00That's not the point. Watch this.
0:17:02 > 0:17:04Class, say hello to Kirsty.
0:17:04 > 0:17:07Now, Kirsty Patrick runs a design shop in Cardiff.
0:17:07 > 0:17:11Let's see if we can help her save some money on her mobile.
0:17:11 > 0:17:15I use it a lot for business, so, use it for Instagram, Facebook
0:17:15 > 0:17:18and Twitter, and getting people to know about the shop, really.
0:17:18 > 0:17:21How good are you now with keeping an eye on your usage
0:17:21 > 0:17:24and that you're getting the best out of the plan you have?
0:17:24 > 0:17:26Not brilliant, I wouldn't have thought.
0:17:26 > 0:17:30I normally check when the bill comes through to see how much I've used
0:17:30 > 0:17:32or if I've gone over, really.
0:17:32 > 0:17:34- OK. Let's see if we can save you some money.- Great.
0:17:36 > 0:17:38We put Kirsty's contract details
0:17:38 > 0:17:42through an Ofcom-backed analysis website called Bill Monitor.
0:17:42 > 0:17:44The secure site analyses your usage,
0:17:44 > 0:17:47to try and get the best deal for you.
0:17:48 > 0:17:51Now, Kirsty, the plan that you have now allows you,
0:17:51 > 0:17:55- gives you an allowance of 1,000 minutes per month, OK?- Yep.
0:17:55 > 0:17:56Which is quite generous
0:17:56 > 0:18:00but you're currently averaging around 208 minutes.
0:18:00 > 0:18:02You're only using a fifth of what you're allowed,
0:18:02 > 0:18:06so there's a lot going to waste there. Had you picked more carefully
0:18:06 > 0:18:10the plan that you have on the phone, you could be saving up to £216.
0:18:10 > 0:18:14- That's a big difference, isn't it? - Yeah, yeah. I need to get that changed.
0:18:14 > 0:18:16And, if you're willing to be a bit savvy, you can
0:18:16 > 0:18:20reduce your usage on pay-as-you-go or contract.
0:18:20 > 0:18:23You can use apps like WhatsApp and Facebook Messenger
0:18:23 > 0:18:26to make calls and send messages for free, so if you're at home,
0:18:26 > 0:18:30at work or in a cafe, log on to the Wi-Fi and save those minutes.
0:18:30 > 0:18:32Brilliant, I'll do that, definitely.
0:18:34 > 0:18:36Rhodri. Wake up!
0:18:36 > 0:18:38Ohhh.
0:18:38 > 0:18:40For the final lesson, we're looking at handsets.
0:18:42 > 0:18:44Now, if you're paying for your phone as part of your contract,
0:18:44 > 0:18:47your network is essentially lending you the money
0:18:47 > 0:18:50to pay for the phone, with interest.
0:18:51 > 0:18:54In some cases, you are effectively paying an interest rate
0:18:54 > 0:18:57of up to 40% APR on the cost of the phone.
0:18:57 > 0:19:00And don't feel like you have to go for the latest phone either.
0:19:00 > 0:19:02Often there isn't a massive leap
0:19:02 > 0:19:05between last year's and this year's model.
0:19:05 > 0:19:08So, there you have it, three ways - one, two, three -
0:19:08 > 0:19:11that you can save money on your mobile phone.
0:19:11 > 0:19:15First of all, look around at all of the networks in your area.
0:19:15 > 0:19:19Don't get stuck on one that doesn't provide a good signal for you.
0:19:19 > 0:19:21Secondly, we've got "Less."
0:19:21 > 0:19:23The less money you spend on minutes
0:19:23 > 0:19:27and texts you don't need, the more money you'll have in your pockets.
0:19:27 > 0:19:30And, finally we've got "Old."
0:19:30 > 0:19:33Old handsets aren't as bad as you think.
0:19:33 > 0:19:36There isn't a massive difference between the latest handset
0:19:36 > 0:19:39and say, last year's handset. So it's very easy to remember -
0:19:39 > 0:19:42Look. Less. Old.
0:19:42 > 0:19:44Good advice, sir.
0:19:44 > 0:19:46Should definitely look less old.
0:19:48 > 0:19:51I think he enjoyed that. Some great tips there, too.
0:19:51 > 0:19:55Now, car parking problems are a familiar topic on X-Ray,
0:19:55 > 0:20:00but one viewer has had a particularly frustrating battle
0:20:00 > 0:20:03with the UK's largest car parking provider.
0:20:05 > 0:20:09Vicki Bonacre works at a cafe in the centre of Cardiff.
0:20:09 > 0:20:12She pays £100 per month for a season ticket,
0:20:12 > 0:20:16so that she can park in the NCP car park nearest her work.
0:20:16 > 0:20:19But in October, the car park introduced
0:20:19 > 0:20:21new automatic number plate recognition
0:20:21 > 0:20:25or ANPR cameras.
0:20:25 > 0:20:29Since then, Vicki has received 11 parking charge notices,
0:20:29 > 0:20:32totalling £800.
0:20:32 > 0:20:34To make matters worse,
0:20:34 > 0:20:37she's been told she has to challenge each one individually.
0:20:39 > 0:20:41Well, Vicki was having no luck getting through to
0:20:41 > 0:20:45NCP on the phone to try and sort this out, so we took up her case.
0:20:45 > 0:20:48NCP have now apologised.
0:20:48 > 0:20:50They say an admin error
0:20:50 > 0:20:54meant the wrong registration number was registered to the season ticket.
0:20:54 > 0:20:57They've now cancelled all the fines,
0:20:57 > 0:21:01and say they've changed their appeals process to make sure that
0:21:01 > 0:21:04mistakes like this are spotted more quickly in the future.
0:21:04 > 0:21:07They've also offered Vicki a month's free parking,
0:21:07 > 0:21:10which is fantastic news.
0:21:10 > 0:21:13Now, here on X-Ray we often tell you about customers
0:21:13 > 0:21:16whose deliveries don't go according to plan.
0:21:16 > 0:21:19But I've been looking into one company
0:21:19 > 0:21:21that really takes the biscuit.
0:21:26 > 0:21:29It's sometimes said that relationships can start
0:21:29 > 0:21:31when you least expect it.
0:21:31 > 0:21:34We've been in touch almost every day.
0:21:34 > 0:21:38Vicki Griffiths from Merthyr Tydfil can certainly vouch for that.
0:21:38 > 0:21:41It is long-distance, but I feel like he really knows me.
0:21:41 > 0:21:46I'm so intrigued. I wonder how it all began.
0:21:46 > 0:21:48It all took me by surprise.
0:21:48 > 0:21:51I went shopping in Ponty just over a year ago...
0:21:51 > 0:21:54Little did she know that the trip to the shops in Pontypridd
0:21:54 > 0:21:56would be the start of a long relationship.
0:21:57 > 0:22:02Ooh, the plot thickens, I love a bit of mystery.
0:22:03 > 0:22:07But this relationship isn't quite what it seems.
0:22:10 > 0:22:15In fact, Vicki is already happily married with two children,
0:22:15 > 0:22:17and the new man in her life
0:22:17 > 0:22:19actually works in customer service
0:22:19 > 0:22:22for furniture giant Harveys.
0:22:23 > 0:22:26Well, I was not expecting that ending.
0:22:26 > 0:22:30Turns out they weren't exchanging love letters after all.
0:22:30 > 0:22:34Instead they were writing to each other daily about,
0:22:34 > 0:22:36wait for it...
0:22:36 > 0:22:37sofas!
0:22:38 > 0:22:42'It's your final chance to save in the Harveys up to half-price sale.'
0:22:42 > 0:22:45Harveys like to boast about their prices, but that doesn't
0:22:45 > 0:22:49count for much when they can't even get the basics right.
0:22:49 > 0:22:51When they delivered,
0:22:51 > 0:22:54it was one brown sofa, one cream sofa.
0:22:54 > 0:22:55I ordered two cream.
0:22:55 > 0:22:58I was not impressed.
0:22:58 > 0:23:01Vicki was told it was better to sign for the sofas
0:23:01 > 0:23:02and then contact Harveys,
0:23:02 > 0:23:05who would soon put the mistake right.
0:23:05 > 0:23:09I thought that they would act quite quickly cos they'd made a mistake.
0:23:10 > 0:23:15Harveys assigned the case to a customer service team leader.
0:23:15 > 0:23:17He was a lovely guy. Really friendly,
0:23:17 > 0:23:20full of promises...
0:23:20 > 0:23:22And then he wouldn't deliver.
0:23:22 > 0:23:25In fact, he gave Vicki excuse...
0:23:25 > 0:23:26It's gone to the wrong warehouse.
0:23:26 > 0:23:28..after excuse...
0:23:28 > 0:23:29It's stuck in a container.
0:23:29 > 0:23:33..as to why Harveys couldn't get her order right.
0:23:33 > 0:23:36It's in the warehouse, but they can find it.
0:23:36 > 0:23:39Vicki exchanged more than 100 e-mails
0:23:39 > 0:23:42with Harveys customer services
0:23:42 > 0:23:46just to try and get the correct sofas delivered.
0:23:46 > 0:23:50And when Harveys DID get round to delivering the new sofas to Vicki,
0:23:50 > 0:23:54they were still the wrong colour.
0:23:54 > 0:23:57I thought, how can people get things so wrong?
0:23:57 > 0:24:02It's not rocket science to order a cream, not a dark brown.
0:24:02 > 0:24:08And so, Vicki's relationship with Harveys dragged on and on.
0:24:08 > 0:24:11I've spoken to them more than some of my friends this year.
0:24:11 > 0:24:14He knew my daughter's birthday, wished happy New Year,
0:24:14 > 0:24:18he knew that I was going back on holidays and when.
0:24:18 > 0:24:20It was crazy.
0:24:21 > 0:24:24Not only have we heard about late deliveries,
0:24:24 > 0:24:26you've also told us about concerns
0:24:26 > 0:24:32over the condition of Harveys furniture when it arrives.
0:24:32 > 0:24:35Lynette Lawrie from Caldicot kitted out her new dining room
0:24:35 > 0:24:38in the January sales last year.
0:24:38 > 0:24:41She spent £2,000 in Harveys.
0:24:41 > 0:24:45But unlike the families in their adverts, Lynette wasn't quite
0:24:45 > 0:24:49so keen to show off HER new furniture when it arrived.
0:24:51 > 0:24:55The delivery guys basically brought the furniture in
0:24:55 > 0:25:00and started to point out all the scratches and dents.
0:25:00 > 0:25:03All the furniture was damaged, one way or another.
0:25:04 > 0:25:07Lynette reluctantly signed for the damaged furniture.
0:25:07 > 0:25:11They said to me straight away, "Keep it, love,
0:25:11 > 0:25:15"it's OK - Harveys will know about it, we'll contact Harveys..."
0:25:15 > 0:25:18Lynette was to start her own lengthy battle with the company
0:25:18 > 0:25:22to get her furniture replaced.
0:25:22 > 0:25:23In the end I started to think
0:25:23 > 0:25:25oh, gosh, I'm not going to get my furniture, I bet
0:25:25 > 0:25:29they don't even sell this any more cos it was going on so long.
0:25:29 > 0:25:32And, incredibly, just like Vicki,
0:25:32 > 0:25:37it took Harveys over 12 months to put things right.
0:25:37 > 0:25:41Never, ever, did I think I would still be waiting for my furniture
0:25:41 > 0:25:44over a year - over a year, it's so stressful,
0:25:44 > 0:25:46I never want go through anything like that again.
0:25:48 > 0:25:51Meanwhile, Vicki was still very much in touch with
0:25:51 > 0:25:53the man from Harveys.
0:25:53 > 0:25:56But all she was getting was more excuses.
0:25:56 > 0:25:58We got...Bank Holidays.
0:26:00 > 0:26:02Oh, and here's another one, he was too busy to speak to me today
0:26:02 > 0:26:05so he'll get back to me tomorrow on this one.
0:26:07 > 0:26:10Sounds like a pretty rocky relationship to me.
0:26:10 > 0:26:17But a few weeks ago, Harveys set yet another delivery date for Vicki.
0:26:17 > 0:26:19And we were there, too.
0:26:19 > 0:26:21Each time Harveys make a delivery, there's an extra
0:26:21 > 0:26:23headache for the family.
0:26:23 > 0:26:28They've got to remove their window to fit the sofas into their home.
0:26:28 > 0:26:30You expect that once,
0:26:30 > 0:26:33not time after time, after time.
0:26:33 > 0:26:34And every time they were coming out
0:26:34 > 0:26:37there was more and more damage being caused.
0:26:38 > 0:26:42When the delivery van turned up, it was packed to the roof.
0:26:42 > 0:26:46And that brand-new furniture ended up being unpacked on the road.
0:26:46 > 0:26:49Perhaps that's a clue
0:26:49 > 0:26:51as to why Harveys furniture
0:26:51 > 0:26:54can sometimes arrive damaged.
0:26:55 > 0:26:59The correct sofas were finally delivered to Vicki that day,
0:26:59 > 0:27:02but she's still angry that she had to wait over a year.
0:27:03 > 0:27:06I don't believe for a minute they had any interest in the fact
0:27:06 > 0:27:08they got something wrong.
0:27:08 > 0:27:11And they weren't in a rush to put it right.
0:27:11 > 0:27:14Now, at last, Vicki can put her feet up.
0:27:14 > 0:27:16And the most important man in her life
0:27:16 > 0:27:20is delighted she'll have more time to spend with the family.
0:27:21 > 0:27:24Well, we asked Harveys why it took them a year
0:27:24 > 0:27:27to deliver the correct goods to these customers,
0:27:27 > 0:27:32and why the lorry that we saw was crammed full with so much furniture.
0:27:32 > 0:27:35They didn't answer that, but they have apologised to Vicki
0:27:35 > 0:27:39and Lynette and say that they've compensated them both.
0:27:39 > 0:27:42Harveys say that problems like this are rare, and that they're
0:27:42 > 0:27:46investigating the mistakes to improve their customer service.
0:27:46 > 0:27:48Good job, too.
0:27:48 > 0:27:53Well, that's it for tonight and for this series, but we're back in July
0:27:53 > 0:27:57with some X-Ray holiday specials so keep an eye out for those.
0:27:57 > 0:28:00And if there's anything you want us to look into, if you've had
0:28:00 > 0:28:03any travel troubles or holiday nightmares, please do get in touch.
0:28:03 > 0:28:08The number to call is:
0:28:08 > 0:28:12The lines are open from 9:30 tomorrow morning.
0:28:12 > 0:28:15You can e-mail:
0:28:15 > 0:28:18and keep up to date with what we're up to on Twitter.
0:28:18 > 0:28:20Thank you for watching. Bye-bye.