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ASA Slaps ISP Sky Broadband UK for Marks and Spencers Voucher Blunder

Posted: 29th Sep, 2010 By: MarkJ
asa uk sky broadband advertsky broadband ukThe UK Advertising Standards Authority (ASA) has upheld a swathe of 42 customer complaints against various online sales promotions for Sky Broadband and its TV service bundles, which offered £50 worth of Marks and Spencer’s vouchers that some people never received.

Sky countered that there had been various reasons for the blunder, including human error at a call centre, vouchers being lost in the post and the fact that some people lived in a FLAT and not a HOUSE requiring them, bizarrely, to apply via an Approved Sky Homes Agent (ASHA).

ASA Conclusion

Despite the improvements Sky had incorporated in the administration of the voucher promotion, we were concerned that the terms of the offer stated that vouchers would be sent within thirty days of activating viewing, which, unfortunately, Sky had not been able to meet for a number of customers. We concluded therefore that the offer had not been administered satisfactorily and had caused unnecessary disappointment to those consumers.

The Sales Promotion breached CAP Code (Edition 11) clauses 27.3, 27.4 (Sales promotion rules), 31.1 and 31.3 (Administration).

The ASA warned Sky that adverts for the sales promotion should not continue to appear in their current form unless Sky is able to demonstrate that the offer will be fulfilled within the terms specified. As we type, Sky's website is currently offering to "send you a £25 M&S voucher when you join Sky TV online" and or take one of its broadband and phone bundles.
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