Retailers Brand Digital Switchover a "Nightmare"

4 December 2008

Retailers in the Scottish Borders have described the recent switch to digital as an “absolute nightmare” and warn that urgent action needs to be taken if the situation is to improve ahead of future switchover dates.

According to reports, consumers remain confused by switchover, despite the technical process being completed a fortnight ago (20 November).  Members of the Radio, Electrical and Television Retailers’ Association (retra) describe fielding up to 100 calls a day from people requiring additional advice and support. 

Stuart Allan, Joint Partner of Border Video and TV (B-V-TV) Services in Galashiels, said: “It has been madness and mayhem.  If something isn’t done to sort this confusion out, I dread to think what switchover will be like in more densely populated areas.

“It’s fair to say that the technical process took place as planned, but customers have been let down.  The information passed on by Digital UK to retailers and consumers alike has been inadequate.”

Retuning problems were one of the main causes of concern.  With the Selkirk transmitter group comprising of 11 relays – some situated in close proximity to one another – interference meant that most digital equipment had to be retuned manually.

The problem was compounded by two separate switchover dates.  Analogue BBC Two was switched off on 6 November, with BBC One, ITV, Channel 4 and Five switching two weeks later.  As a result, equipment had to be retuned twice.

Stuart said: “We needed to know much sooner that customers would have to retune their equipment.   When we were called out to retune a customer’s equipment after 6 November, we explained that the same problem would occur later that month.  We showed them how to retune the products themselves, but as soon as the second switch happened, they were on the phone asking for another call out.”

Scott Hislop, Owner of Hislops in Selkirk, agrees that two switchover dates overcomplicated the process.  He said: “Consumers were led to believe that the switchover would be straightforward.  The reality has been very different.  Things would have been much better had there been only one switchover date.”

Digital UK, the organisation tasked with overseeing the switchover process in the UK, encouraged consumers in the area to call a dedicated helpline if they had any concerns.  They also manned local advice points on the Wednesday prior to switchover, as well as on the day itself and the day after.

However, local retailers believe the information on offer was insufficient.  Paul Dutch, Retail Manager of James Stewart and Sons in Kelso, said: “The digital helpline was as helpful as a chocolate teapot.  There was no advice available on how customers could retune their TVs.

“The advice points played an important role, but the day after switchover, the Digital UK team just packed up and disappeared, saying their job was done.  They thanked us for our hard work, but the reality was that it was only just beginning.

 “As far as I’m concerned, the switchover has been the biggest shambles I’ve ever had the misfortune to come across.”

Questions have also been raised regarding the service provided by the Digital Help Scheme, which offers subsidised support to the vulnerable and elderly. 
Paul said: “We’ve had to assist Help Scheme customers who’ve been left to install the products themselves.   According to some customers, the Help Scheme engineers simply dropped off the boxes and left them to it.  That’s a sub-standard service in my book and has only contributed to the confusion.  The Help Scheme would have been 300 times better had Digital UK and the BBC utilised local services rather than contracting the work out.”

retra believes the issues raised by local retailers warrant immediate and urgent attention.  Bryan Lovewell, Chief Executive of retra, said: “The experiences of retra members in the Scottish Borders are of grave concern to us.  Having listened to their views, it is apparent there are many issues Digital UK still need to address if a smooth and seamless switch to digital is to be achieved across the UK.”

ENDS
Notes to Editors:

• retra is the UK's leading trade association for independent electrical retailers, providing specialist support and guidance.  The benefits available through retra enable members to reduce their running costs and help them provide the highest standards of customer service.  retra also acts as a national spokesperson, representing their interests to manufacturers, Government and other groups within the retail industry. 
• Digital UK is the independent, non-for-profit organisation leading the process of digital TV switchover in the UK.  They provide impartial information on what people need to do to prepare for the switch to digital, and when they need to do it. The company was set up by public broadcasters at the request of the Government.
• All retailers quoted are approved stockists of digital TV products and services under the Digital Tick scheme.   For more information, visit www.digitaluk.co.uk
• For Digital UK press enquiries contact Jon Steel - 0207 4625428 or jon.steel@digitaluk.co.uk

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