Still incandescent from my conversation with the Which call centre - and
letting off steam in all direcctions.
This is both a rant and a warning to other Which subscribers.


"No advertising, no bias, no hidden agenda"

In September, I rang Which to notify a change (of, I think,payment details).

I was told that as a long term subscriber I was entitled to a free copy of
another Which publication.

I opted to receive a copy of Which Gardening.

Today, checking back through my bank statement I find that on the 4th
September I was Direct Debited two seperate charges; £18.75 and £13.75.

I checked and realised that I had received two copies of Gardening Which,
and so rang up to find out what had happened.

I was told that I had opted for a trial subscription for Gardening Which,
and that I should have written to cancel after receiving the first issue if
I did not wish to continue.
Allegedly, a letter to this effect was included in the papers which were
shrink wrapped with the magazine.
I have no recollection of seeing this - if there was such a letter then it
probably went straight into the recycling bin along with all the other
advertising trash you get included with magazines these days.

At no time during the initial phone conversation was I told that this was a
trial, and that I would have to cancel after the first issue to avoid
paying.
If I had been told this I would not have accepted the offer because I regard
this method of 'free' items which are not really free unless you meet
additional conditions to be an underhanded way of selling.

I am obviously very unhappy about your method of selling additional
subscriptions to long term customers, and consider it unworthy of Consumers
Association and totally agaist the commercial ethic you are supposed to be
championing.

The call centre operative was also extremely unhelpful - she just kept
saying that it was a trial subscription and that I should have written to
cancel.
After a number of strongly worded complaints she asked if I wanted to cancel
the subscription.
I said that I wanted a refund.
I was told "Well, it's paid for now".
After further very strongly worded complaints repeating the fact that I
wanted a refund she eventually said she would ask her supervisor and then
came back to say that "Toaday they could offer me this" as if it was some
kind of special offer and a big favour.

In summary:

(1) The whole business of offering long term Which memebers a 'free copy'
which turns out to be a trial subscription is in my opinion underhanded and
not worthy of the Consumers Association.
(2) The response from the call centre (which I assume is scripted) was like
dealing with the worst of disreputable companies. Other companies (such as
Virgin Media) have in the past been helpful, cooperative, and instantly
willing to fix any problems or misunderstandings over billing. The
unhelpfulness and reluctance to redress an obvious problem reflects very
badly on the current ethos within your company.

Shame on you.

I await your response.

David Roberts