NfCG GROUP NEWS

Central Herts Looks at Electrical RRP's

The use of recommended retail prices (RRPs) by manufacturers for domestic electrical goods was outlawed on September 1st last year. As well as the usual ‘white goods’ (but not cookers, it seems; one wonders why not?) some ‘brown goods’ such as Televisions, are covered.

Before the Event

Central Herts Group carried out a price check before the regulations came into force and again afterwards. They visited a dozen electrical retailers and noted prices and identification codes of appliances chosen at random. They found it was unexpectedly complicated to recognise different models as the ranges are astonishing. Similarly, arriving at the actual selling price was complicated, being surrounded with exhortations to "Save £XX", "was £YY" or reducing the price with a trade-in or voucher. A salesman assured them that the lowest price mentioned was the one the customer had to pay, whether a trade-in, or other inducement, was made or not. The unequivocal price labels at John Lewis were a relief.

After the Event

Over 70% of the TVs, washing machines and dishwashers cost exactly the same in October as in August, but refrigerator prices were less stable. Fifty-seven of the sixty-two items previously checked were in stock when the second check was made. Thirty-five had not gone down in price, though the method of arriving at the lowest price might have changed.

Fifteen had gone down, though several were in a month-long sale at a Co-op, after which they were expected to return to their previous level. Seven samples had increased in price. To know when a special offer is not a bargain, one needs to know what the price was previously. A refrigerator marked as a special offer was dearer than it had been in August. Delivery charges were not checked though it was noticed that the Gas Board’s Energy Centre charge had increased by £2.

Choice continued to be vast and bewildering. Identical models were seldom encountered in different shops. Labels were often meaningless and the print was too small anyway. It would be easier to make a choice if the prices were less contrived. Electrical dealers can now price as they choose, but the Group did not detect any move towards straightforwardness. However, one salesman said "competition is the name of the game anyway."

Oxford Group

To assist with a new Cabinet Office initiative to find out the concerns of those over 55, the Oxford Consumer Group carried out a members’ survey. Its purpose was to provide ammunition for local discussions, as Oxford is one of the pilot areas.

It obviously hit home; 69 questionnaires were returned. The exercise has identified that the major areas of concern for older people are in order: transport, security, local services and facilities and information about them, caring services, and health and housing. Oddly shopping and taxes were not chosen as causing concern by many respondents. The results of the questionnaire have been sent to the Oxfordshire Strategic Planners who have thanked the Group for their contribution.

The whole exercise seems to have raised a huge number of issues, some not directly of concern to the Cabinet Office, and it will give the Group plenty of food for thought and matters to follow up in the New Year

Exeter Deluged by Junk Mail.

One third of all mail received by Exeter Group members was junk. This was the startling result of a postal survey carried out in October. Mail delivery was found to be ‘regular’ or ‘very regular’ by 70% of the members who responded to the survey. The 30% who were dissatisfied - a high proportion which ought to worry the Royal Mail in the delivery area - found their deliveries were erratic or ‘very erratic’, though these problems seemed to be particularly localised. Second postal deliveries were ‘rare’ in most of the area.

Royal Mail replied to the criticisms, saying that a particular time of delivery cannot be guaranteed because it is influenced by the volume of mail to deliver each day, and operational problems that arise from time to time.

The particular problems identified were the result of staffing difficulties, now being overcome. The explanation about ‘rare’ second deliveries is that new transport and sorting arrangements mean that most mail arrives at delivery offices in time for first deliveries. There is a second delivery but, with the majority of mail already being dealt with, it may seem to have been discontinued.

It seems that few Exeter Group Members have made use of the Mailing Preference Service to stop junk mail. Perhaps some quite like receiving unsolicited brochures and bargain offers. For those who do not, a leaflet explaining the service and written by Devon County Trading standards Service was sent out with the December issue of "ExCHECKER".

The report "Which wheels to Exeter" which we featured in the last Group News also caught the eye of local newspaper editors. Both the Western Morning News and the Exeter Express and Echo published articles based on research carried out by the Exeter and District Consumer Group. Both articles appeared on the same day but with very different headlines.

The Western Morning News was very restrained, saying "It’s so much cheaper to use public transport" while the Exeter Express and Echo in bold, inch high, letters told its readers "DRIVERS PAY TRIPLE BILL FOR TRAVEL". In both cases the Exeter and District Consumer Group was given ample credit for carrying out and publishing the research.

Gas Deregulation in Croydon

Two members of the Croydon and District Consumer Group Committee have changed gas suppliers. Here are their experiences.

One, at her own request, changed to Beacon. She found the transfer easy. Beacon read the meter, though a few days later than arranged, and notified British Gas. Within weeks a final statement arrived from British Gas, showing an overpayment which they said they would transfer back to her bank account. Both suppliers provided an efficient transfer and she awaits her first statement from Beacon.

The other responded to a cold call from Eastern Gas in the Autumn of 1997. The representative quoted figures and showed newspaper coverage of Eastern Gas’s successes. She decided to change and filled in the forms.

Nothing happened for several months, and the changeover date in May was drawing close. She rang the Eastern Gas Helpline, was told that, owing to the magnitude of the response, the transfer date had been postponed, and that Eastern Gas would make all the arrangements. In June Eastern Gas told her that the transfer would be in mid-July and the meter was read on the 10th. Later, she received a letter from British Gas regretting her transfer and saying that they hoped to regain her custom in the future. She received a substantial rebate cheque within ten days and the gas has continued to flow.

Croydon Builders Get a Charter

Something that the Croydon Consumer Group has been campaigning for since it started in 1996, has finally come to pass. The Trading Standards Service of the London Borough of Croydon has launched a "Builders Charter" for those firms engaged in building, plumbing, central heating, surfacing and energy efficiency to demonstrate their commitment to fair, professional and honest trade. The launch of the scheme took place on January 20th with more than 40 traders having signed up for 1999. Consumer News was present at the launch.

The December issue of "Croydon Crier" contains details of an incident when using a Charter firm might have prevented overcharging. A charge of more than £400 was made for unblocking a toilet. Other firms when asked, suggested that the job should have cost less than £100. Very good advice is given to readers of the Crier - always get a second opinion when contemplating a big job, then obtain two or three quotations. Now they can add, "and get the quotations from Charter firms ".

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