ASA UK Ban PlusNet Broadband ISP TV Advert for Misleading Half Price Offer

[#1]

Quote from: shutter

Me too...... Please.... Just changed to Unlimited... so need to get the price reduced to half price.... as it is available to existing customers.... this should be no problem... BUT... do we have to "claim it back" ? ? ?

Add my other half to the list too, she moved to unlimited from extra a week ago or so.

[#2]

OK>.. so, when I switched to Unlimited, I was 1 month in to a 12 month half price offer that I sacrificed for Unlimited broadband.
I even asked at the time, and still have the reply.. which stated to me that offers were for NEW customers only, and even though I was only 1 month into my 12 month discount period, I would have to pay full price.
Now, I moved tariff by choice, I agreed to give up the discount.. but after looking at the ruling I suddenly feel very hard done by.

[#3]

Quote from: Chris

As we've said before, if existing customers want to negotiate a discount on their bill they need to contact our Customer Options Team.

Surely, in view of the ruling ,we the existing customers should merely have to ask for the discount and not have to 'negotiate' it.
Not everyone is good or comfortable at negotiating

[#4]

I agree with doris barloff as I hate negotiating and think its really bad that we have to do that to get a fair deal from plusnet.

[#5]

Dear Plusnet
Please stop the damage limitation dialogue and consider what you have to do to make this right to your existing customers or be prepared to suffer the consequences.

[#6]

Yes, indeed..... just do the right thing and live up to your motto

[font=Verdana]"We`ll do you proud" [/font]

instead of trying to get out of it and live down to the standard of other ISP`s... who`s motto is slightly shorter than yours.... ( "We`ll do you.... )

[#7]

Some of us went to unlimited before the offer came out 

[#8]

Hopefully we will get an answer tomorrow from Chris once things have been clarified.
I feel if the statements are correct, then customers who moved to unlimited and asked for the offer and not given it, should be given the offer and back credit to their account ( if the offer was on when they moved to unlimited)
Am lucky as this does not affect me as i moved back to PN when the first offer was on.
Kind Regards
Mike

[#9]

Quote from: Oldjim

Some of us went to unlimited before the offer came out

I'd still give Customer Options a ring Jim.  

[#10]

Not a chance - I am 4 1/2 months into a 12 month tie in and you can guess the response

[#11]

Why is it necessary to haggle with Customer Options?
Surely you just ring and pay half-price for the next 6 months?

[#12]

Right, I've spoken to our Marketing and PR teams here and the offer was aimed at new customers, although existing customers are always welcome to speak to our Customer Options Team if they believe we could offer them a better deal.
We've spoken to ISPReview and clarified the wording in their article, which they have since corrected.

[#13]

Thanks for getting back with the information Chris.
I assume you will also be speaking to Thinkbroadband and the ASA to correct their articles ? as both their articles say PN has made this offer available to existing customers
TB : http://www.thinkbroadband.com/news/5813-plusnet-sent-to-the-headmaster-that-is-the-asa.html
ASA : http://www.asa.org.uk/Rulings/Adjudications/2013/5/PlusNet-plc/SHP_ADJ_218152.aspx
( see attachments)
Does make you wonder where two of the biggest UK broadband information websites and the ASA have gotten this incorrect information from.
Regards
Mike

[#14]

Well although this only seems to apply to existing customers that wanted to take up the offer that was being advertised in February, I'm afraid that explanation from Plusnet leaves the picture as clear as mud. The most significant thing as far as I am concerned is Plusnet's statement to the ASA

Quote

We noted PlusNet's explanation that the offer was also available to existing customers and that they had therefore removed the text "New customers only".

That in my book means that existing customers shouldn't need to have to "negotiate" a deal that tie's them to a 2-year contract - that was not in the Ts&Cs of the offer.

[#15]

You can see the quote we gave further down the ISPReview article, and yes we are planning to speak to the ASA etc about the wording.
Ultimately the ASA deemed the advert misleading because it said 'Everyone's a winner' when the offer was only available to new customers. We've taken teh decision to not use this advert again and will make sure that offers in future ones are much clearer.