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Home insurance renewal rip-off by Direct Line; if you renew your policy you must be stupid, official. Friday 3rd July, 2009.

Posted by teahot in Complaint, Quibble.
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Last year I went through a lengthy fuss over phone and internet to get various home insurance quotes after Direct line put up my insurance by around 100%. In the end they matched the “new customer” “internet only” offer and reduced my annual fee from £1,040 down to £528.

This year they really took the piss by trying to charge me an eye-watering £1,308, amounting to a 160% increase in premium. I phoned up their “customer care” who advised me that they could only offer a maximum of 40% discount unless I got an internet quote again first, after which they might match it. I was pretty annoyed with the irritation, waste of my time and the implicit corporate policy that their customers must be incredibly stupid to just renew without shopping around.

The Direct Line internet site quoted £865 (50% less than the renewal price, though it failed to save my quote and then promptly froze up giving a message of “technical difficulties” and telling me to try again later). Not too happy at this quote, I tried googling for comparison websites and plumped for moneysupermarket.com. Within minutes the Bank of Scotland had offered to cover my property for £272 for pretty much the same cover policy. So compared to Direct Line’s renewal offer, the lovely people at Bank of Scotland just saved me £1,036!

So what on earth is going on with Direct Line Insurance? Are they so hard up that they have to suck the life blood from every customer and confuse customer loyalty with customer gullibility?

CEO of Direct Line, LISTEN TO YOUR CUSTOMERS; I would have happily renewed my policy without blinking if you have offered me last year’s price plus, say, 6%. Now you’ve taken the piss by massively overcharging me, you have driven me to use your competitor. I’m really glad I don’t have shares in your company.

Pinching pennies for Gordon Brown Wednesday 11th March, 2009.

Posted by teahot in Quibble.
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With the economic “downturn” we have been saving pennies with even more grasping desperation than ever. Every time we think of another way to save cash, the refrain is “Gordon would be proud”.

Recent penny pinching larks:

  1. Mystery shopping. I signed up with five mystery shopping organizations about six months ago and regularly check the websites to see if I can fit in a coffee or restaurant visit in the next week or two. This normally pays for my transport as well as any expenses. For example I’m getting 23 quid plus 3 for travel to checkout Pizza Express, this will pay for the two of us to eat out (may have to fork out around a fiver on top) and then as my travel card is paid for, we can go to a free museum or gallery for the afternoon.
  2. Selling unwanted stuff on eBay. I’ve slacked off recently and need to get back into doing this regularly. It might be peanuts (we sold a re-enforced glass, brand new but unwanted, hifi table for just £3.00 when it would be £100.00 to buy from John Lewis and a coffee table that cost £159.00 9 years ago and sold for £22.00) but at least these no longer needed possessions get out of the house and someday we hope to be able to use our dining room again!
  3. Selling unwanted books. Our house is a bit of a library with around ten bookcases and piles of overflowing books elsewhere. I have around 200 books listed on GreenMetropolis (they donate money to the Woodland Trust for every transaction) and list about 20 books on Amazon (the more expensive items). Occasionally I weed out books that look like they’ll never sell and give them to charity. We sell off about 1 book per week which pretty much pays for our broadband connection.
  4. Recycling old phones. I used an online service called fonebanker to send off an old broken K750i that had been lying around in a drawer for two years to get £8.00 back (surprisingly they sent me a cheque for £16.00, the amount for a fully working K750i when actually it was a bit dodgy; especially as I sent it without a battery as I kept it as a spare for my own K750i).
  5. Changing utility companies. It’s a real drag but the general rule of thumb is that for every utility, insurance or other regular service you should shop around every two years for a better deal. My most recent changes were landline telephone, I changed my Mother’s provider to Yourcalls.net from Talktalk (her landline bill for calls had got up to £30, now she’ll pay £3.90/month for all UK calls and 11p/min (6.5p evenings) for mobile calls) and I challenged Talktalk about my own bills and the monthly cost for landline + broadband has gone down from around £22+calls to £12+calls (for six months then it’ll go up to £16.99+calls, which looks like the current new subscriber offer, for another six before I can shop around again). The main change is dropping inclusive day-time calls but I already pay around £2.50/month with Skype for free UK landline calls, this effectively works like another landline including having it’s own phone number and voicemail that I can use from anywhere with internet access. Saved myself around 90 quid over the next 12 months for the sake of 18 minutes hassling Talktalk for a better deal.
  6. Buying reduced price food. I can’t believe how much bread has gone up in price over the last two years. I frequently grab a bag of reduced price rolls (whole wheat) when in the supermarket when they clear out their bakery and adapt my ideas for what to have for dinner based on any current special offers.
  7. Getting more house insulation. Okay it cost £1,200 to get the attic and ground floor insulated with fibreglass but we have felt the difference this winter. I recently found some cheap but smart looking single arm door closers on eBay, at £5 each including postage they were less than half what they would be from a shop and the surface mounted type are easy to fit. I bought these using some of my Paypal cash from earlier sales and use them to help keep down drafts travelling from one side of the house to the other from accidentally leaving doors open. It’s surprising how much warmer my study/office is when the door is consistently kept closed and cooking smells are much less likely to travel around the house.

How British Gas avoid their legal obligations to refund for bad service Wednesday 25th February, 2009.

Posted by teahot in Complaint.
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After listening to my Mother’s tale of woe in spending a fortnight endlessly waiting in for British Gas workmen to fit an electric meter, I was very interested in a recent BBC Watchdog programme where they explained that utility companies have a legal obligation to compensate customers for when they fail to attend a booked appointment. See http://www.bbc.co.uk/watchdog.

I found a customer service number for British Gas (using saynoto0870.com for a geographic number) and gave the basic information to my Mother to pursue. She had an annoying phonecall where customer services were unhelpful and defensive but eventually by quoting the law (The Electricity (Standards of Performance) Regulations 2005 and The Gas (Standards of Performance) Regulations 2002) they eventually offered legally defined compensation of £20 per visit. As they had managed to fail to arrive for 4 visits, this amounted to £80.

Doesn’t it seem sneaky that they don’t automatically offer customers compensation but only do this for customers that threaten to use legislation?

Why isn’t Barak Obama black? Saturday 21st February, 2009.

Posted by teahot in Quibble.
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Over the last few months I have grown increasingly irritated by UK journalists endlessly repeating the American phraseology of “African American” when describing President Obama. The man was born in Hawaii, not Africa, this makes him Hawaiian . Obama himself said “I’ve got relatives who look like Margaret Thatcher” and comes from a rich mixed ancestry.

Their problem seems to be that they want to describe the colour of his skin and don’t want to say he is black or (even worse?) coloured as, though technically more accurate, this might cause offence and so use this inaccurate political description that in itself could cause offence by ignoring his true ancestry.

My ancestors were Dutch, Russian, German, Goan, British and Irish but I would be described as English as I was born in England, I see no reason the same logic should not be applied to describe Obama.

Radio 4 wears out the word “Absolutely” Sunday 25th January, 2009.

Posted by teahot in Quibble.
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Every morning my alarm clock wakes me up with Radio 4 playing the Today Programme and occasionally I get treated with hearing a politician squirm around a straightforward classic “yes or no” question.

Unfortunately I recently became over sensitized to guests responding with “absolutely”. Sometimes the guest uses the term 3 or more times in the same interview. I had the misfortune to tune in to Any Questions on Saturday and they really overuse the term on that show. Once someone uses it, it’s like a contagion as each guest can’t think of a different word to use when in positive agreement. Ruddy annoying, though not quite as bad as people starting sentences with “So, “ when starting a conversation.

Try it for yourself next time, just repeat “absolutely” out loud every time it’s used, you’ll be amazed.

Warning, Budget / Avis will steal your pennies Friday 31st October, 2008.

Posted by teahot in Complaint, Quibble, Transport.
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After checking my credit card balance today, I realized that rather than charging me the agreed £99 for van hire last weekend, Budget had actually charged me £100. When I phoned up the guy on the end of the line said that the rate was £99.99 (I distinctly remember originally being quoted £99 over the phone) and rounding up was “what they do”. Making me feel like some moaning tight-wad, he grudgingly offered to send me the 1p by post.

I’m left feeling a little “used” by Budget Car and Van Rental by their caveat emptor approach to selling, making it the customer’s problem to double check invoices and receipts (the Budget Rent a Car brand is licensed within Europe to Zodiac Europe Ltd, a subsidiary of Avis Europe Plc, Registered in England and Wales No. 4634240).

How odd to sell your products at £99 but then go through this customer unfriendly sharp practice of adding 99p and rounding up the quote without asking the customer first. Are they really so hard up compared to the rest of us that they need to lie about their pricing this way or do they just consider it a tip?

Update (20-Nov-08): Called today for the second time about their 1p overcharge. Quoted rental agreement. He claimed that the 1p was sent to me “a week ago” but could not give a date. Offered to send out another 1p by post. I stated that I would escalate the matter if it did not turn up within a week.

I was rather unhappy with this conversation so I called customer services of the parent company, Avis, on 0870 608 6363 (I actually used the “say no to 0870″ website to find a normal number to call) they referred me to the Budget customer services number, 01344668833.

This was the right number. It turns out that my rental agreement was through a franchise rather than direct (from his tone it sounded like this is the cause of many issues) and that £19.99 had already been credited on my credit card for “service issues” on 6/11 though this may take 10 working days to come through. I was rather surprised as at no point had anyone explained to me that they were crediting anything for my dissatisfaction. He suggested that if I could not see this credited on my account by Monday I should call back. Sounds like a result, I guess someone in Budget / Avis may have realized that they might have been breaking the law by rounding up prices between an invoice and the amount actually charged on a credit card, even if it is only 1p.

Update 2 (29-Nov-08): It’s now 6 days later than the guy suggested that my account would be credited. Tediously I’ll have to phone again during the working week to find out if he was mis-reading his own log and the £19.99 refund was just a mistake.

Update 3 (1-Dec-08): After calling again I was transferred to the local office (St. Katherine’s Way) where I overheard a conversation between two colleagues in reference to my call saying that “tell him to fuck off, we don’t owe him anything”. I was unimpressed and have made a formal complaint in writing to Budget Customer Services.

Update 4 (20-Dec-08): Finally resolved in a way that proves it’s worth following through on your complaints. I received an apology from Budget and a refund of £19.99 back on my credit card. Next time I book a car I’ll be taking extra care over the paperwork, what a pity you have to double check such things.

Junkmail from The AA Wednesday 22nd October, 2008.

Posted by teahot in Complaint, Junk Mail.
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I left The AA in 2004. Although I’m always careful to opt out of any marketing use of my details, since leaving they write to me every six months with joining up membership offers. Over the years I have phoned to complain (at least six times) and the last time I phoned I made notes of the conversation and the person involved assured me that I would get a response in writing.

I received no response and, predictably, six months further on I get another spam letter flagrantly misusing my customer records. I phoned again (wasting another 30 minutes of my time) but this time by calling twice managed to get a formal complaint reference number. In the process I found out that The AA had “opted in” ALL customers last year despite some of those customers having previously opted out, on the rationale that any customer who didn’t like it could complain!

A little research found that the Information Commissioner’s Office has an official PDF guideline document with a template letter so that you can send a legally recognised notice for a company to remove your records from their marketing database (see my Data Protection Act page). If they fail to do so within a reasonable time (the ICO recommends 28 days) you can either sue them for compensation or get the ICO to launch an investigation. So as well as having a formal complaint registered on their system, I have sent off a written notice. If I get another spam letter in six months time I’ll be able to get the ICO to investigate on my behalf. I’ll even do a little research into compensation, it may actually be worth the time taking them to court.

It’s a ruddy hassle but if more customers used the formal process I’m sure companies would stop misusing their data to make a quick buck.


The notice seemed to get their attention. I have received a letter by return on behalf of the Group Company Secretary (John Davies) assuring me that future marketing would be suppressed (within a 90 day period to go through their system, seems rather lax to me).

No written reply to my phone call so far, even with a registered complaint number. I guess “Customer Services” aren’t quite up to scratch compared to “Legal”.

Why do people spend so much on iPods? Monday 11th August, 2008.

Posted by teahot in Quibble.
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I have managed to resist the temptation to buy an iPod by looking at my mobile phone and asking “what’s the difference?”

I use a three year old Sony K750i with earphones, having recently upgraded the memory to 8GB here’s how they compare:

Feature
iPod Classic
Sony K750i
Storage
80GB, about 1,000 CDs
8GB, about 100 CDs
Radio
None
FM radio
Camera
No camera
2MP camera
Phone
None
It’s a phone!
Weight
140g
99g
Size
103 x 62 x 10.5 mm
100 x 46 x 21 mm
Video

320 x 240
176 x 220
2nd hand price
£100-£130
£30-£50

As I prefer to carry one gadget and have to carry a phone, this seems a pretty
good solution on the assumption that 100 CDs worth of music is enough variety
for my regular bus and train journeys (and I never feel the need to watch video
clips on my moble). As I listen to podcasts and the odd audio book rather
than music anyway, 8GB is plenty of space. I would find the lack of a radio to
catch up with the live news rather an annoying oversight with an iPod.

Mystery shopping Saturday 26th April, 2008.

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This week, based on comments at moneysavingexpert.com, I signed up with a couple of “mystery shopping” agencies and had my first experience the very next day.

To earn my £5 payment I had to travel into town to a well known cafe chain, buy breakfast and a coffee (I claimed back the food, £4.75) while covertly making a note of the time, tidiness of the cafe, how the staff were dressed and how they served me. Okay, considering how long it took to set up my account, work out how to use the on-line system, read the brief, fill in the on-line questionnaire and scan in my receipt, I doubt this is minimum wage, but a fiver and free food for something you were going to do anyway isn’t too bad. Pleasingly my payments were confirmed the next day and I’m to be paid in about a week (they pay out twice a month, no minimum payment).

I’m signed up to retaileyes.co.uk and baidata.com both of whom come with reasonable reputations.

I really like the idea of getting the odd freebie and a fiver when going out into town on my regular shopping but I also found that reading the assignment brief and accurately assessing the shop’s customer service quite satisfying. Makes a nice change from only complaining when I get appallingly bad service.

NOTE: If you are thinking of trying mystery shopping, take care not to fall for an online scam. I suggest doing a bit of research first to double check they are legitimate as you will have to give them your bank details plus quite a lot of personal identity information (birth date etc.) before you can be assigned any work. It’s also unnecessary to part with any money, so don’t!

01709 763840 Wednesday 23rd April, 2008.

Posted by teahot in Quibble.
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I’m one of those people who is ultra careful about opting out of marketing whenever I sign-up for anything. I am also registered with the Telephone Preference Service and the Mail Preference Service. Unfortunately when your phone number gets misused it is almost impossible to find out who sold your customer data to pesky cold calling marketeers.

I was phoned today by a auto-dialler for a telemarketer and was amazed that when I tried dialling back on the caller-id (above) the number did not exist (I thought that faking the caller-id was illegal in the UK).

A little research and I found that you can use the number 01709 763849 for the same people where their voice mail will give you the option to opt out of the telemarketing calls. I also discovered the free silentguard register who also help to opt-out your number from silent calls from auto-diallers, though you have to re-register every 12 months.

It seems to be the pattern in the UK that Ofcom are toothless and absolutely useless when it comes to avoiding the abuse of customer information.