ASA Slaps NTL Over Broadband Installs
Posted: 02nd Apr, 2003 By: MarkJ
The Advertising Standards Authority (ASA) has upheld a complaint against the UKs largest cable operator, NTL, after it failed to install a customers broadband connection in the stated 'guaranteed' time scale:
The Authority noted the complainant said he had requested pre-Christmas installation and had mentioned the mailing in his telephone call to the advertisers. It considered that the claim "Guaranteed pre Christmas install on all orders made on or before 16th December" implied that all customers who ordered broadband by 16 December would be offered an installation before 25 December.
It noted not all the customers in Wales who had asked, by 16 December, for broadband installation had had it by Christmas.
The Authority concluded that, because many eligible customers had not received installation by 25 December, the mailing was misleading; it asked the advertisers not to claim services were "guaranteed" unless they were certain they could fulfil every order in the time specified.
The Authority noted the complainant said he had requested pre-Christmas installation and had mentioned the mailing in his telephone call to the advertisers. It considered that the claim "Guaranteed pre Christmas install on all orders made on or before 16th December" implied that all customers who ordered broadband by 16 December would be offered an installation before 25 December.
It noted not all the customers in Wales who had asked, by 16 December, for broadband installation had had it by Christmas.
The Authority concluded that, because many eligible customers had not received installation by 25 December, the mailing was misleading; it asked the advertisers not to claim services were "guaranteed" unless they were certain they could fulfil every order in the time specified.
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