An Open Letter to BBC Complaints
Did you watch the BBC's consumer affairs flagship report on the Playstation 3?Published 18/09/2009 at 11:00 by colossalblue
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Those of you that saw the BBC One show “Watchdog” yesterday will have seen the report on the PlayStation 3’s “Yellow Light of Death” issues. I watched it twice and was inspired, for the first time in my life, to write a complaint letter to a media outlet. This is that letter, published here but also on it’s way this morning (via proper post, if the postal service isn’t on strike again) to the BBC complaints department in Glasgow. If you were annoyed by the report for any sensible reason then I strongly urge you to do the same. The Television Licence Fee which funds the BBC now costs £147.50 per year which isn’t cheap in these hard times. What follows is the full transcript of my complaint letter and is obviously my personal opinion rather than the official stance of TheSixthAxis.
To Whom It May Concern,
I wish to address the most recent episode of the BBC’s consumer affairs programme Watchdog (original broadcast date of 17 Sept 2009). In the episode there was a report concerning the Sony PlayStation 3 and the recent issues which have been widely reported by consumers concerning the “Yellow Light of Death” (YLoD).
I work as a blogging Editor within the gaming industry for a website which prides itself on accuracy and fairness. We report on the issues affecting gamers in the UK and Europe and have seen numerous reports of the so called YLoD. I believe that the problem is becoming widespread (chiefly, I believe, among launch consoles) and serious enough to warrant further investigation.
The news that Watchdog would be featuring such an investigation was welcome and I looked forward to the broadcast. I even read the published six-page letter that Sony Computer Entertainment UK (SCEUK) sent to the program to register their dissatisfaction at the way Watchdog had been handling the issue. This was, I believed, a big issue and it would be interesting to see how the BBC (a source I have always had the utmost respect for) would deal with it. Finally, I thought, a unifying voice that will be loud enough to demand action, or at least dialogue, from Sony.
So it was with a rapidly growing sense of disappointment that I watched the report. I am not a current affairs editor or producer with the BBC and I’m sure that our collective license fees pay far more experienced people to make these decisions so I am willing to admit that I may be wrong with my next sentiment. It’s just that I think starting a report by stating that the comedian you have hired may be biased as he works for the main competitor of the product might taint your report’s attempt to appear unbiased. Surely it would have been more appropriate to hire a reporter who might have had, at the very least, the appearance of an unbiased viewpoint?
In the interests of expediency I would like to avoid a detailed breakdown of all the errors in your report (although, if required, I will provide those at a later date) and instead discuss the generalities of the way you failed the consumers you proclaim to champion.
Firstly, you didn’t actually address what the problem was. There was no indication of why the problem occurred, no discussion of which models it was being reported for and no information regarding possible preventative measures. These are all things which would be invaluable to the consumers.
Secondly, you failed to mention that your “free” fix wasn’t actually free. Even if those engineers carried out your kerbside repairs without invoicing the BBC (which I sincerely doubt) they do not carry the repairs out for free to the general public. Most of those independent engineers will charge almost as much as Sony for repairs and the Sony repair comes with a short (but nevertheless useful) warranty period. This warranty period would be especially useful since, as you briefly mentioned in the report, the kerbside repairs carried out by Watchdog had a shocking failure rate themselves.
I’m sure your consumer group are glad they didn’t pay for the fleeting repairs and perhaps a little annoyed that the integrity of their system has been compromised by a third party meaning that any future (and once again necessary) repairs carried out by Sony will, most likely, now be un-guaranteed and more expensive.
So, to conclude, you screened a report with very little factual information, partially fronted by a comedian/presenter with a proclaimed (and seemingly jovially celebrated) bias against the product. You spent (I presume but would love to be corrected) licence-payer’s money on badly carried out repairs to assist in your almost comedic take on a problem which I believe deserved more respect. You then skimmed over a six-page letter from SCEUK, summarising their lengthy (and apparently warranted) misgivings about the way you were handling the issue, in a few smirking sentences.
It seems to me that the only responsible and valuable thing to come out of the report was the brief request for more people to come forward if they experience the problem. Perhaps if you had made this request before recording the laughable report you would have had a weight of evidence to confront Sony with instead of a comedy stunt outside their offices. Perhaps if you had hired an extra researcher or two to investigate the issues instead of a presenter with an admitted bias to mock it you would have been able to get someone from Sony on the show to answer the complaints of the consumers.
I feel that you have failed at every turn with this issue and the way our licence fees were used to fund it. I wish to register my immense dissatisfaction with the team involved and the BBC itself for broadcasting such a pathetic attempt at consumer affairs journalism.
As if the poorly conceived, badly executed and embarrassingly vague report wasn’t bad enough you then closed out the report with an awful comedy song. I’m a fan of gaming and a fan of Johnny Cash so my opinion may lose some objectivity here but it pains me to think that public money is paying for that am-dram drivel.
Sincerely,
Peter Chapman
Comments
Please note that all comments are the opinion of the individual author and not TheSixthAxis.
Roynaldo | 18/09/2009 11:36
Member
2993 TSA Points | Member since: Nov 2008
I didnt know anything about this YLOD story on Watchdog last night. So when I saw it was on (remebering that watchdog was a very informative show that did well in bringing consumer problems to light) I switched it on to see 3 dudes stood there with PS3s in their hands and thought “What the Hell? im watching this one!!”
After watching for a mere 8-9 minutes though it was switched off due to them making a mockery of what used to be a good show, almost making it a comedy.
This letter sums up my initial thoughts perfectly and I assume you are correct in all other aspects that I refused to endure.
Look forward to hearing your response.
Seventy2 | 18/09/2009 11:37
Member
329 TSA Points | Member since: Aug 2008
Usual high quality from TSA, written in an excellent, informative manner, let’s hope they are listening.
I can only imagine if Sky News or the Sun had got hold of this story and run with it…
You should run a competition – ‘most utterly stupid headline’…
‘THIS JUST IN – MICROSONYSOFT’s PS360 IN AMBER RING OF DEATH – SOURCES SAY “THEY JUST MIXED THE COLOURS”‘
KillaScorp | 18/09/2009 11:38
Member
391 TSA Points | Member since: Jan 2009
If you need me, i’ll be holding my breath for a reply!
Very good letter there, hope you do hear back though, and im sure you will let us know.
And welcome to Ryosuke!
superjag86 | 18/09/2009 11:38
Member
715 TSA Points | Member since: Feb 2009
Couldn’t have said it better myself.
Chimpanzee | 18/09/2009 11:53
Member
482 TSA Points | Member since: Forever
I’ve also made a complaint to the BBC regarding the quality of the programme in general:
I wish to express my great disappointment with the direction that the BBC has chosen to take Watchdog since the launch of the new series.
In previous years, Watchdog has been an extremely useful source of consumer advice but it now appears that the programme’s creators are more interested in creating “funny” skits and embarrassing music videos than in providing a valuable service to the viewer. I understand the BBC’s charter is to “Inform, educate and entertain” but I think it’s wholly inappropriate to put so much emphasis on the latter in a programme of this type.
Furthermore, I find it insulting and patronising that the BBC seems to think that they need to kart in random celebrities with some very ropey connection to the subject at hand, in order to get and maintain the viewer’s interest. It demonstrates the distinct lack of respect that the BBC seems to have for it’s viewers. I feel that it would make for more useful programming (and no doubt be far more cost-effective use of Licence Fee-payer’s money) to instead hire experts on the issues being addressed.
In summary, Watchdog has become an embarrassment to the BBC and it’s viewers. It no longer holds any credibility and I have no doubt that the makers’ new focus on “entertainment” is having an adverse effect on it’s journalistic integrity and impartiality.
Might I suggest that production of the programme be moved to a more appropriate department in the BBC – BBC News.
Seventy2 | 18/09/2009 12:03
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329 TSA Points | Member since: Aug 2008
Amen
Bankzy108 | 18/09/2009 12:24
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232 TSA Points | Member since: Sep 2009
+1
Truely agree.
Chimpanzee | 25/09/2009 14:30
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482 TSA Points | Member since: Forever
For anyone who’s interested, here’s the drivel-ful reply from BBC Watchdog:
—-START—-
We recognise you’re unhappy with ‘Watchdog’’s new look but no long-running programme can afford to stand still. The format changes are among the most radical in the programme’s 29 year history but ‘Watchdog’ is still tackling exactly the issues it always has and achieving the same results. Stories in the first two programmes instantly led to a change of policy at two national health club chains, as well as a reduction in the levels of salt in many high street foods.
The change of time and longer duration creates a great opportunity not just to try new things, but to welcome a wider range of viewers who perhaps weren’t able to catch the series in its previous slot.
‘Watchdog’ has a unique relationship with its viewers, so we’re particularly keen to continue to receive feedback as the new run develops. Meanwhile we can reassure you that the ambition of the show remains the same: robust investigative journalism on behalf of the audience who have brought the stories to us, in a bold and entertaining way.
Thanks again for taking the time to contact us.
BBC Watchdog
—-END—-
DarthSharkey | 18/09/2009 12:06
Member
1044 TSA Points | Member since: Feb 2009
Just read this and have to agree 100%.
The articles on watchdog are non informative and a waste of license payers money.
The last (and only) episode I watched before this was when the BBC looked at prams to see which one was the best value for money and the tests they carried out were stupid and infact one of the tests stated words such as;
your not actually supposed to hang bags on the pram but we’ll test it anyway!.
They also ran around cones with the pram and placed it on a bucking bronco to see how long it would take for the dolls to come flying out of the pram.
How does this show if it’s value for money?
Tuffcub | 18/09/2009 12:07
Team TSA: Writer
4070 TSA Points | Member since: Dec 2008
I caught it via IPlayer on my very much working PS3. Ironic. I suspect Watchdog havent got a clue that the Beeb love the PS3 rather a lot, and only last week were singing its praises. Lets hope Anne gets a slap.
Bankzy108 | 18/09/2009 12:17
Member
232 TSA Points | Member since: Sep 2009
‘Lets hope Anne gets a slap.’
How much do I have to pay to see that? Seriously? Take my money!
Bankzy108 | 18/09/2009 12:17
Member
232 TSA Points | Member since: Sep 2009
Great letter there. One problem though – I doubt you will get a reply unfortunatly. Hopefully, you do and they do something to rectify the shoddy report.
tjgb | 18/09/2009 12:21
Member
313 TSA Points | Member since: Jul 2009
Very well put – I couldn’t agree more. And yeah, that song at the end was just a step too far.
Bankzy108 | 18/09/2009 12:24
Member
232 TSA Points | Member since: Sep 2009
And plain stupid – I mean they actually tipped over a PS3 into water. My thoughts go out to that system.
No, but seriously it was uncalled for and completely waste of time. I want my TV license money to go on some intresting and consumer care programs – not some drivel like what I saw last night. Shocking.
Joe | 18/09/2009 12:33
Member
227 TSA Points | Member since: Aug 2009
sorry, but i cannot believe you have to PAY to watch TV in the uk! ridiculous!!!!!!!!!!!!!!!!!
great letter mate.
cc_star | 18/09/2009 12:37
Team TSA: Writer
7874 TSA Points | Member since: Forever
It does have advantages of high quality programming with zero ad content etc…
However these advantages are being eroded over time as there are now more self-advertising than ever and as the corporation seems determined to chase ratings with low quality cheap shows then the benefits seem to become all to rare.
Joe | 18/09/2009 13:42
Member
227 TSA Points | Member since: Aug 2009
ah… fair enough then. i guess thats why you guys must be so annoyed with crap tv… over here in aus, we get good shows, we get crap shows, but we cant really complain because its free… wow… tv without ads… that would be awesome!
we did have 1 tv station over here that was ad free, SBS, but they ended up selling out…
Roynaldo | 18/09/2009 16:01
Member
2993 TSA Points | Member since: Nov 2008
We only have the BBC channels ad free, which accounts to about 4 channels in total, I believe 2 of which only show programs from 7pm to 7am.
It really is shocking considering how much we pay them.
I only watch Top Gear, MOTD, Hustle and Heroes ( and they arnt on most of the year).
The problem is we HAVE to pay for it, we dont have the choice of not having these channels and not paying the fee. Its dictatorship and I dont like it. Grrrrr
X201 | 18/09/2009 12:38
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324 TSA Points | Member since: May 2009
Might be worth contacting HardTalk on News 24 about the Watchdog programme and its poor journalism standards
cc_star | 18/09/2009 16:08
Team TSA: Writer
7874 TSA Points | Member since: Forever
I thought that but then I couldn’t remember the name of the program as I’ve practically stopped watching the Beeb altogether unless the program either involves Sir David Attenborough or Frankie Boyle I ain’t interested.
mark w. | 18/09/2009 12:54
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644 TSA Points | Member since: Mar 2009
Great letter, well done…
DiscoChimp | 18/09/2009 12:56
Member
152 TSA Points | Member since: Jun 2009
Good Letter. I didn’t see watchdog, but I may watch it now on iPlayer using my refurbed Launch console that had YLoD about 3 months ago…..:)
cc_star | 18/09/2009 16:10
Team TSA: Writer
7874 TSA Points | Member since: Forever
Can you imagine the irony of watching this program on the PS3 iPlayer and then getting a YLoD fault.
Hank The Slayer | 18/09/2009 12:57
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325 TSA Points | Member since: Nov 2008
Top marks cb. I wish i had your letter writing skills.
Chimpanzee | 18/09/2009 13:00
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482 TSA Points | Member since: Forever
Why did my second comment get removed?
Chimpanzee | 18/09/2009 13:00
Member
482 TSA Points | Member since: Forever
Oh, never mind.