Opinion

Following a mystery charge when purchasing a new PC, Barry Fox embarked on a journey through the UK’s consumer protection maze – before remembering the wonders of Chargeback

Recently, I was stung by a big electronics retail chain. Extra goods and services were cleverly hidden in what was presented as the price of the product. The name of the dealer does not matter; it’s the sting method, the best way of protecting yourself against similar tricks, and how to get a refund if stung that count.

Quango consumer protection bodies are becoming a joke. We need a new set of skills to cope with automated phone lines, Artificial un-Intelligence chatbots and ‘No-Reply’ texts and emails.

Free? No such thing

First, the bare bones of the purchase and the sneaky sales tactic that (initially) fooled me. The product purchased was a computer with extra software, but the same tactic could be being used with audio gear to charge for extended warranties or cable upgrades.

Like a lot of people, I needed a new Windows 11 PC to replace a Windows 10 device that is perfectly adequate for music handling but is now being made dangerous to use because Microsoft is ending security support. I wanted to look and feel before buying so took a trip on a train to browse.

I learned long ago to insist on no extras, like insurance, extended warranties or cables. But the salesman threw in £12 worth of McAfee antivirus software, for free. When I paid, I had to ask for a tax receipt, and instead of printing it the salesman emailed it to me. So, I only got to print and read it later.

I then discovered that the price of the computer, as shown on the in-store label and online, included a stray £12 for some other mystery item identified only as ‘MCA Total Pro.T.1DEV’. I emailed the salesman who had sent me the receipt and from several largely illiterate replies I established that the price of the computer included £12 for McAfee antivirus software. So I had paid for what I had been offered and given for free.

Round and round

The company’s website no longer has the option to complain by email or online form. I wrote personally to its CEO wondering if he was aware of how his sales staff were behaving. I also wrote an ‘official’ letter of complaint. I said I would, if necessary, complain to the Advertising Standards Authority and Trading Standards.

Clearly no one quaked in their boots. It took a month for a lady to phone, who failed to grasp the facts but promised to investigate and get back to me. Which she didn’t. I was also told by the company’s press office that it would ‘not be providing a comment at this time’.

I complained to the Advertising Standards Authority, expecting no joy, but to my pleasant surprise it did reply, but only to suggest contacting the Consumer Citizens Advice Service, ‘who might then refer the matter to a Trading Standards Officer’ (because mere mortals can no longer go direct to the TSO). The CCAS said it would refer my complaint once I provided all available evidence, which I did. Eventually, the TSO told me ‘there is the potential for “confusion” at the way the invoices after the sale are presented which (the company) needs to be made aware of’. It also said it would ‘discuss’ this with the retailer, and would express ‘concern regarding the customer service issues that you have raised to us’.

Still no sign of any boot-quaking, but by now I had taken a practical step which I recommend to anyone who finds themselves in a similar pickle. At the first sign of no joy, go straight to your credit card company and fill in the online forms for Chargeback. If you provide good evidence, the disputed money will be dumped back into your account.

The onus is on the seller to disprove your claim. The seller may try a denial which you must respond to. But this is far less time-consuming and more productive than being buck-passed around a rabbit warren of consumer protection channels. Significantly the company that stung me did not even contest the Chargeback.

I was un-stung. Of course, to find out whether the sales staff have now stopped trying to sting would involve buying something else from them – which I most certainly am not going to do.