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3
Alex says:
29 March 2017

Big companies fail to honour their commitment to their customers

I have made appointments with two big companies recently, i.e. British Gas and Virgin Media. Both companies gave me a time slot when to expect them. I accepted this and sat at home waiting; Virgin Media turned up after the time slot and phoned me just before this time ran out to say that they are running late (this happened on two consecutive appointments). British Gas phoned me one hour before the time ran out to say they would not be able to honour the appointment and would I like to make another appointment. Virgin Media said that they would pay compensation for failing to attend the scheduled appointment – I’m still waiting for that; unfortunately I can’t change service providers at the moment because of the contract – basically they’ve got me by the short and curlies as they say. With British Gas I have now cancelled my Home Serve agreement. Why would I pay over £250 per year for a service that is well below average!!! It seems based on my recent experience i.e. in the last month, that big companies do not keep to their agreed appointment times. Is this because they over-extend the engineers who, with the best will in the world. are unable to keep the promises made by the call centres?
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2
16 April 2017

health — hip replacement experiences

i cant find anything on this – there must be hundreds of which members affected.
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1
Alan Fryer says:
18 April 2017

Recording phone calls

What exactly is the law on recording phone calls? I often record calls, if I’m ringing a company’s support line to make a complaint or arrange a repair. I understand the law requires me to tell the person on the other end that I’m doing so. But I often think this puts them on the defensive, or at least makes the call stilted. Is it really mandatory to tell them? Or is it just that, if I don’t, then the recording can’t be used in a court of law? In reality I’m pretty unlikely to take anything to law; I often want the recording just for my own reference. I don’t really understand the purpose of this law in calls like this (I would understand for a private or personal call), especially as the company are normally recording the call themselves anyway.
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1
Antony Ruth says:
12 April 2017

HIDDEN ANNUAL BROADBAND CHARGE

Unless my router is connected at all times my speed drops to virtually nil. Plusnet, my provider informs me that this is because BT reduce it .

The annual electricity cost is an additional £30 on top of my line rental & internet charge. A great deal of energy could be saved if internet users could turn on when we need no, not have to keep the router on full time. BT should be compelled to revise their practice or their technology. Plusnet and other suppliers fail to advise of this additional cost.

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1
John Bodem,eaid says:
3 April 2017

Puzzeled

I want to buy a new vaccuum cleaner and decided on a Miele but then I see there are so many best buys for Miele that I find it confusing .
Surely it’s a nonsense . There can only be ONE best buy! all the others are subordinate to the best buy. so can your experts say which is best buy ?
the Miele complete C3 Total Solution Powerline SGFE1,thew SGDE1HS15, the Complete C3 Boost Ecoline ,SGSG1HS15 or the Compact C2 XXL Powerline sdre1hs15 or the Complete C3Cat & Dog Powerline..
Perhaps I sould just opt ro buy another brand I sure ther will be another dozen best buys. to trawl through.
BEST BUYS are just that there are no other best buys just a best buy.
the rest are all just, also rans.
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0
Paul Corser says:
20 May 2017

Car tyre availability

We recently bought a new car (BMW X1), and within a week, had a puncture in one tyre. A replacement tyre was required, but my 2 local tyre dealers (in Aberystwyth) were unable to acquire one for 5 days. I managed to buy one on-line at a premium but that took 3 days to deliver. My nearest BMW dealer admitted to there being a supply issue. When a new car is introduced, should there not be some rule as to availability of parts ? I now feel that I need to buy a fifth wheel and tyre, just to feel secure when driving on long journeys.
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0
freelife says:
18 May 2017

Car rental abroad is having a nasty 2017 make over

After renting cars for the last 30 years I discovered this year a nasty addition to the hidden charges: the cross border fee! As we know the majors (Avis, Hertz, Europcar, etc) have each created a low cost subsidiary with fancy names, hoping not to tarnish their reputation & allowing them to boost up their own prices. However this year they introduced exorbitant cross border fees into their low cost subs (InterRent, Firfly, etc), making them as expensive. So hidden that when I phoned AutoEurope, a leading comparaison website, to check on a GoldCar quote, the agent told me no, but when I asked him to double check he found it, pretending not to know about it? That’s another matter. Is this the end of low cost car rental?
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0
Dave M says:
17 May 2017

Vulnerable Operating Systems – Microsoft/ Linux

I believe that many important professional organisations use Linux for security reasons not least. Why does the NHS not use this as it said to be more secure. Why does not WHICH COMPUTING also do more on this operating system instead of being so tied to Microsoft and Apple. I am seriously investigating UBUNTU to dual boot with VISTA on my old PC, as there are plenty of ways to give it a go and I am expecting that the off line Apps that I run on Vista will function normally whilst getting the best of on services.
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0
Anthony Barraclough says:
16 May 2017

Stop the Banks from having online accounts unless they guarantee that their clients money is ALWAYS safe.
The other idea is that all those social sites should be taken OFF LINE until they can guarantee the public a total clean and respectable site. One which a child of five would be safe.

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0
JUNE Viveash says:
16 May 2017

A lot of older people who cannot manage their affairs have someone who has their power of attorney. Perhaps the banks could flag up the power of attorney’s name and phone number so any unusual withdrawals could be flagged up straight to them. Perhaps this could help older people being a target

See above
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0
Susanne Lyndell says:
11 May 2017

Transparency and honesty by retailers

This query is quite frustrating and curious in particular
I always buy mineral or spring water to drink.. Depending on the brand (and the store) the cost varies from 38p to over one pound for 2 litres.
I always read the back and see where it is sourced and bottled.

I have decided after the tap water was analyzed and many things I would not drink were in it, that I would make soups and so on with a cheaper water.

I have been buying several bottles of Morrisons “still Table Water'”
Whatever that means.
These large bottle are only 18p but they do not state the source.
I do buy the ‘Yorkshire Vale’ from Morrisons sold at 44p for the 2 litre bottle for the table. This has the information on the back.

I called Morrisons several times andthey would not give an answer. I was promised a return call but did not get one.

I laugh with friends at the old comedy ‘Only Fools and Horses’, in the episode were they were filling bottles with tap water and selling it.

I am not saying this is what Morrisons (or any other store that is not transparent) does, but if there is any way that ‘Which?’ can find this information out, it would be extremely helpful.
They should put the ‘source and where it is bottled’ of ALL the waters that is charged for on their bottles

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0
Elizabeth Phillips says:
11 May 2017

I think a lot more should be done about decent housing for people who cannot afford to buy. One of the worst things that happened under the Thatcher government was allowing the councils to sell council properties leaving tenants forced into private renting from useless dodgy landlords who don’t care as long as they get their rent.

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0
James annandale says:
10 May 2017

Take the power away from the solicitor, how, read on.

The solicitor/conveyor quotes a price for the job. When they are good and ready, and ONLY when THEY are good and ready, the sale completes and they take there fee and hand over the other monies to whichever parties. Stop the solicitor taking his money, there should be a gap between the sale completing and the solicitor/conveyor getting their fees. Only if the customer is fully satisfied should they then be paid. I asked my solicitor to ask specific questions via email, their reply was something like, ‘I will ask the questions that I feel need answering and advise you in due course’. Not one of the issues I had with the sale were answered, just the ones they were interested in, and in their own time. They should give you a price, and an exact date when all searches etc in your property will be completed by. If this criteria is met, they get the full fee, if not, they don’t. Buyers pulling out at the last minute should be stopped, the French system, you commit to a deposit, you have 1 week cooling off, then you sign, pull out, you lose your deposit.
Another way,
You decide to sell, instruct your solicitor/ conveyor, they do the necessary searches, they all know the necessary searches, get them done before the new buyer comes along. The sellers solicitor should do this, not the buyers. Then approximately one month after the sale, the solicitor gets their fees less any agreed for his incompetence.
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0
Gurbax Bajwa says:
8 May 2017

3% tax for separated partners buying a new home.

The landlord tax 2016 levies 3% on additional properties bought. However this tax aimed at landlords is also costing couples when they separate. For example, if a marriage fails and the home is jointly owned unless the house is sold or one partner is bought out the partner vacating the marital home will be forced to pay 3% on a new home, even though he or she is not a landlord. This effects men more than women as if a woman is the main carer of the children she cannot be forced to sell and in many cases of without a salary or working part time, cannot buy out her partner, forcing her ex to support his children and pay 3% on top of buying a new home.
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0
Lesley Bacon says:
7 May 2017

Utility bills on line

I have been moving my bills on line to reduce my use of paper. However, when trying to sort out my late husband’s finances the solicitor seems to be insisting on an original bill as ID. Fortunately I have one, but should consumers be warned to keep one bank or utility bill in paper form?
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0
23 April 2017

Further info on Viking/Which?/Virgin cashback

I must apologise to Virgin MoneyBack since their link provides cashback on the same listed price for a BT 4600 cordless phone as would be offered to anyone using Viking. The confusion occurred because the link from Which? actually gives a cheaper listing and is obviously a better deal in the same way as a voucher code may offer a better price. Just goes to show you should trust Which? for the better deal.
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0
Mr G Drescher says:
23 April 2017

Credit card cashback – is it really a good deal?

I compared the price offered by Viking for a BT 4600 cordless phone using the Which? link to their site (£31.55 incl. VAT) with the exact same item via the Virgin MoneyBack site (£34.79 incl. VAT). At 1.9% the cashback (VAT not included!) is 55p which makes it £2.69 cheaper to go direct to their site. The two listings do have very slightly differing stock numbers! Virgin and/or Viking must clean up their act.
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0
22 April 2017

What are your thoughts about the age of the login provider?

With more and more of our services offering to be tied to a single login provider, be that Facebook, Google or Microsoft do you think enough is being done to allow for free and fair competition between them or any new challenger? Particularly as, for a lot of services, there is no mechanism for migrating from one provider to another.
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0
Julia Lansdown Whittaker says:
22 April 2017

Re-usable coffee pods

I would love a coffee machine which has the simplicity of pods, but am concerned about the millions of pods cluttering up the planet. Can Which give us a review of re-usable coffee pods and the machines that will take them?
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0
21 April 2017

AirPrint fail

Switched from Talk Talk to Sky. Now cannot AirPrint through router but can when in same room as printer. Printer in separate room with wifi extender. Looked on web and it seems Sky router doesn’t support bonjour service. Something to look out for when switching supplier
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0
Simon says:
17 April 2017

Handheld massagers

Hi
Has anyone got any experience of electric handheld massagers, my partner and I have increased stiffness in muscles and joints from accidents and falls. We are looking at the handheld type percussion type to relive the muscle knots that sit deep within the muscles. We have regular sports massage but at £60 a month it is starting to get expensive plus the time involved so are looking for interim self-help to reduce the visits to say once every 3 months.
If you have used or can recommend any mains models that would be great -thanks
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0
Brian2017 says:
15 April 2017

To Anthony Ruth.

What makes it worse for you is that Plusnet who were once a great Internet provider, were taken over BY some years ago.Not good is it? The problem we now have in society is huge companies with non existing customer service take over smaller ones but keep ther good name and use it to mask just how bad their owning companies really are.
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0
Brian says:
15 April 2017

MAJOR modernisation and changes urgentry needed to reviews.

Which need to adjust their printer review tests as they are substandard. They put too MUCH emphasis on the amount of ink wasted/ used during the preparation stages for scoring purposes. It IS an important consideration but as mosthe of us buy printers to print we want better quality reviews from Which. I’m looking for a decent/good photo printer all in one and I come to Which with poor quality reviews. I find no photo printer reviews in recent years merely a quick mention of decent/reasonable/ poor photos with no proper explanations. The Printer reviews I did find reviewed printer’s from 2012 onwards! This isn’t good enough! Your reviews must be recent say from 2016 onwards and really MUST ALL be reviewed under the same system or they are worthless like now. We also need to know about build quality and ease of use as well as printers with decent digital screen sizes so we can edit on printer without having to use a computer. For many years I have been very disappointed by the lack of quality reviews which is why I stopped subscribing all those years ago and sorry to say things haven’t improved. Take a look at the way Camera magazines review Printers. That should give you a better idea of what reviews should do for printers and you could apply the criteria I mentioned to ALL your reviews of everything you reviews. NO more reviews or best buy listing’s containing items if any sort older than 18 months and NONE reviewed under different criteria makes your reviews relevant up to date more focused and accurate
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0
David Foulger says:
14 April 2017

School holidays

As the Courts state it is illegal, again the most vulnerable are being hit, or their children are unable to have holidays, it’s unfair, the government state they are supporting all people, but as usual it’s the lowest paid that are being punished, disgraceful.
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0
14 April 2017

Three phone contract. When can you complain / end contract. Samsung phone has gone in for repair twice in a week and that means two days off work to arrange pick up. over 15 hour on phone. Phone number for business out for over 10 days so far. 1.5hours 1:1 at three shop cannot solve problems and that is 80 mile round trip. 3 send messages to a phone that is away for repair that does not work and do no follow up when we do not reply despite being told. 3 unable to email or ring you back so we have many over a hour long phone calls. Over 3 hour with 3 and samsung taking remote control and still unable to set up 1 email. etc
Yet you are not allowed to complain to ofcom until it is 8 weeks down the line. There must be a way of getting out of a contract you are paying for and not getting ?

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0
13 April 2017

Broadband and its providers are cheating on customers and Ofcom doesn’t know it…

My personal experience with British Telecom as the broadband provider just show how much these companies can presume on cheating its customers…
The company has been obsessed to set up everywhere around the UK its free Hotspots at expenses of its customers and they go for that service over a death bodies…
They are saying that when the Hotspot on the router has been switched off so nobody can use this service via router but it’s not true!
My personal experience was that only after intervention of the Ombudsman (the case lasted 1 year) BT company stopped cheating on my router where intruders could happily use my router and I couldn’t block them because BT company needed free Hotspot via my router for every rate…
I can say that 90% of BT company customers have no idea that this has been happening on their routers without knowledge of such cheating on them….
But sadly said the bil for the broadband service must pay the customers not the foxy BT company….
The Ofcom doesn’t say about this problem nothing as they have got lack of a tools to monitor and find out this cheating ….
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0
Hillary says:
11 April 2017

Are the paint and interior protection offers from car dealers a waste of money?

With a new baby and a 3 year old, we need to get a bigger car. We are about to buy a 3 year old BMW estate from a franchised dealer. They’ve offered the lifetime paint and interior protection package for a staggering £599. When I said I couldn’t afford it, they immediately dropped the price to £400. What do these products do and are they worth it? Do they really cost this much or are they just a way for dealers to fill their pockets?
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0
11 April 2017

Discuss your idea in The Lobby

The Lobby is a Conversation where anything can be discussed without being off-topic. https://conversation.which.co.uk/technology/the-lobby
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0
11 April 2017

Online Banking Problems

HSBC Expat has just updated their online banking and, yet again, basic functionality does not work (you cannot even read messages).
HSBC does not have an online banking helpline and, if you call their contact centre, it is apparent that most of their staff have never used the system. Suggest ways to pressure banks to improve their online systems and customer service.
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0
10 April 2017

Which? Webmail

Sorry this is not an idea as such just a plea for help. I’ve complained several times to Which? Tech Support but never get anywhere. Does anyone else experience very slow response times from Which? webmail. I have had a Which? e-mail address for years and years and years. For some considerable time now the response time has been abysmal. I don’t think it’s my laptop (a chrome book) as everything else is pretty much immediate. I am slowly changing my e-mail contact with everyone I deal with to g-mail with which I have no problems. This is a palaver and I would much rather stay with Which? but I really can’t cope with the slowness any more. There is no pattern, perhaps a bit better Sunday mornings but not much and it may start off ok but then when I want to delete or open something the long wait starts. Any advice please?????
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0
David Taylor says:
5 April 2017

Online Options Scams

When is the government and the FCA or in the above case the Gambling commission going to take this Options scam seriously and pursue and persecute these financial offenders as they are using the “Bonus Scheme ” scam to stop paying back monies owed to investors and using terrible administration procedures to circumvent any decent communications with their unfortunate clients too! its a growing international threat and harms the associated financial institutions themselves giving them a bad name too! Interpol, Europe and our UK pathetically resourced Action Fraud squad need waking up and proper funding, training and managing.
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0
Paul Aspin says:
5 April 2017

Your campaign re energy suppliers is laudable but I believe there is a serious issue which has not yet had focus. It concerns not the choice of tariff but the projected monthly DD amount which in my case would have had me using npower as a deposit account for ten months of the year. I can’t get the details in 200 words but happy to supply if you wish (and tell me how).

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0
1 April 2017

Publishing Holiday Which online

I subscribe to Which and Holiday Which. Which is available online and very useful it is too. I was looking for a holiday report on Cadiz, Spain – but no luck – surprisingly ITS SECRET !

WHY? Holiday Which should be published online

The good folk at Which have no satisfactory answer – I’ve asked

ALL TOGETHER NOW – PUSH FOR PUBLICATION

OF HOLIDAY WHICH ONLINE

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0
28 March 2017

Homeserve pledge to replace boiler that is beyong economical repair!

How can they offer this service then charge an extortionate amount to install a boiler and offer a boiler that is much cheaper and very different from your own! You have no recourse and only one franchise to “Choose” from or else accept a cheque for 200 pounds for a new boiler!
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0
25 March 2017

Airlines

Cost of Madrid flight for Leicester City fan went up by £165 from booking to paying
Read more at http://www.leicestermercury.co.uk/cost-of-flight-to-madrid-went-up-by-pound-165-from-booking-to-paying/story-30224440-detail/story.html#S45KTjUQMhVquUpU.99
But its not just football fans is it?
Now this is an injustice to the working man
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0
jaynesco says:
23 March 2017

Help

I have a insurance policy for my freezer accidental damage. I have had 5 visits to mend it and it is now unusable! I have lost food as well which no one says they are liable! It is only 6 mths old but the makers did not cover this! Luckily I had an insurance as well! Where do I stand? I have asked for a replacement but the insurers are saying no at mo
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24 March 2017

Hi jaynesco,

You might find this page useful, particularly the Faulty Goods tool.

http://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product

Thanks