The Advertising Standards Authority (ASA) has once again had to step in to put a stop to telco advertising, this time Three’s efforts, posing a pretty simple question; why do the telcos find it so easy to put misleading adverts into the world?
The latest ruling was surrounding Three’s ‘Go Roam’ claim, which states users are able to ‘Feel at Home’ by using their full data allowance without any extra costs in 71 countries. An investigation from the ASA found postpaid users were limited to 13GB and postpaid to 12GB, before costs were applied. There is text hidden away somewhere on the Three website pointing towards a fair use clause, though the ASA does not believe this is sufficient and Three has been misleading customers.
Three’s response to the claims was relatively simple. Firstly, most of it customers only use 0.75GB per month in a ‘Go Roam’ destination, therefore 12GB was excessive. Secondly, that the claim had been used since 2014 and was strongly associated with their brand, which supposedly makes it alright. It does appear some customers were using it for business purposes, making several trips abroad per month, while the offer had originally been intended for holidays.
This is a perfectly respectable defence from Three, but without informing the customer of these conditions, it doesn’t have a leg to stand on. Unfortunately this is becoming a common trend. Service providers seem to think they can do what they like before pointing to some obscure reference on websites, incredibly small print or a statement made to an irrelevant number of people at a niche event. While Three might have been caught out in this instance, it is not alone.
BT had a complaint upheld regarding its claims on wifi speeds in April. Sky was caught misleading customers in March regarding a price promotion. Vodafone was caught out earlier this month and in September for misleading claims in adverts featuring Martin Freeman. There are other examples, plus the pending investigations with the ASA and also dozens of examples over the last few months of ‘informally resolved’ incidents. Vodafone has ‘informally resolved’ 12 of these complaints so far in 2018, TalkTalk seven and O2 five. Some of these will be down to honest mistakes, but the complaints seem to becoming more common.
Of course the other factor which needs to be taken into account is the ‘up to’ metric which plagued telcos advertisements for years, misleading customers over speeds which can be achieved. Any normal person would have told any of the telco’s marketing team this is not a fair or honest way to communicate with the consumer, but it become commonplace. It seems the telcos are harbouring different standards when it comes to honesty than the rest of us.