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Procedure trumps purpose . . .
First, the number I called last time I used the service simply replied 'This number not in service'! No forwarding number . . . nothing. So, had to call home to get kids to fire up laptop at lunchtime where they found: Second, the outfit that castigates utilities etc. for pushing people willy-nilly online and peering and poking at tiny screens is now doing it itself. Indeed, when I finally discovered a number and called it was suggested strongly in the poor lady's scripted replies that I use the website! Thirdly, all I required was an authoritative view on how long a gas hob should last before exploding (as ours had) before I tracked down the retailer. Simple preparatory info . . . but, no. I was presented with a list of information requirements which I was in no position to answer away from home (or inclination as it was timewasting). In my view a consumer lawyer should be able to answer a simple question of principle . . . what is the legislative / precedence position on reasonable life of this class of item? I was not going to get anywhere especially as the suggestion was that I ask the manufacturer! Which is becoming institutionalised and sclerotic. m It is high time that the same rigorous critique and testing be applied as Which itself is supposed to be expert at / in when assessing the goods and services of others. Just take a look at the other reviews of Which? services. Maybe part of the malaise that seems to be afflicting many of our institutions.