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

[#1]

http://www.asa.org.uk/Rulings/Adjudications/2013/5/PlusNet-plc/SHP_ADJ_218152.aspx

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PlusNet said the offer was available to existing customers as well as new customers

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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"

Chris are PN saying the information above from the ASA article is misrepresenting what PN have said to them?
Regards
Mike

[#2]

I take it 2013 is the year PlusNet graduated the school of BT Marketing and lies? 

[#3]

The advert is no longer on air, we won't be using it again. Sorry to say but the offer was aimed at new customers. I'm not sure what else I can add here.

[#4]

For those that haven't seen the statement we made to ISPReview:
 

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“Our recent ‘Half Off’ ad has not been on air since the 7th February 2013, in-line with our original scheduling plans for the campaign, it was not taken down as a direct result of a complaint.     We can confirm that we did receive a small amount of negative feedback regarding the clarity of some aspects of the ad and, as a result, changes were made whilst it was still on air.     As is always the case with our ads, the script and visuals were put through rigorous checks with our in-house legal teams and with external governing bodies. However, in hindsight, we do accept that some aspects of the ad were not as transparent as they could have been.     We have no plans to re-use this ad and all feedback received will be fed into our latest campaign in order to avoid confusion for customers going forward.”

[#5]

Chris the problem is PN are saying its for new customers only the ASA is saying that PN have told them its for existing customers (see reply 27 )as well.
Can we have a straight answer have PN told the ASA it was for existing customers or not?
PN or the ASA is giving out incorrect information.
Regards
Mike

[#6]

The key question really is

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was the text "New customers only" removed or not!

[#7]

OK, here we go.
Changes were made to our ad whilst it was still on air to clarify that they offer was available to all customers. i.e the wording ‘New Customers only’ was removed.
Existing customers contacting us during the offer period could have taken advantage of the offer on an 18 month contract. If this wasn’t the case when you rang in during the offer period then you need to contact us so that we can look at what we can do to remedy this for you.
I'm just getting this briefing into the Customer Options Team so they're aware that some people may contact them.

[#8]

Quote from: PlusComUK

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. Well worth doing.

Worth a few minutes of your time  

[#9]

Quote from: Chris

If this wasn’t the case when you rang in during the offer period then you need to contact us so that we can look at what we can do to remedy this for you. I'm just getting this briefing into the Customer Options Team so they're aware that some people may contact them.

Seconded 

[#10]

Well done Chris 

[#11]

Chris , thanks that's some good progress,  we got there in the end
Is that an 18 month contract at half price?
I suspect CO will be having a busier day than normal

Regards
Mike

[#12]

12 months half price.
To clarify the advert was changed to remove the reference to 'new customers only' on the 31st Jan. So if you negotiated a deal with us between then and the offer end date of the 7th Feb and weren't offered the correct deal, then please feel free to contact our Customer Options Team.

[#13]

Ah that far back Chris, my other half only moved from extra to unlimited a week or so ago so seems she will miss the boat on this development. Thank you anyway.

[#14]

Thank you for you efforts Chris, much appreciated
Seems like there has been some back tracking , so the ISPreview article was correct then?
Having had another read of the ASA article (http://www.asa.org.uk/Rulings/Adjudications/2013/5/PlusNet-plc/SHP_ADJ_218152.aspx)
There is something wrong here how can 18 month be the same offer .
From the ASA article

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2. PlusNet said the offer was available to existing customers as well as new customers so the on-screen text would be amended to state "£8.49 a month for customers in certain areas. £5.99 router delivery. 12 month minimum term. Subject to availability. Payment by Direct Debit. Introductory offer ends 07/02/2013. Terms apply". The amended version was due to appear until the end of the promotion. They also said the claim "everyone's a winner" was clearly puffery. They said it was impossible for everyone to be a winner and believed people would not be misled, even if a literal interpretation was taken.

Quite clearly 18 months term is a different offer. The offer you were advertising is 12 month. So existing customer should be given exactly that, 12 month
also see attachment (my bold)
So it should be 12 not 18 month term , can you please clarify this?

Regards Mike

[#15]

I`m still confused.... so therefore, it is not clear....
Do I have to "re-negotiate" my recent deal? or will plusnet provide it at half price, as a matter of course?