Neotel coverage upsets consumer
A consumer recently lodged a complaint against Neotel with the Advertising Standards Authority of South Africa (ASA), saying that the telecoms provider’s radio advertisement promising a phone within 48 hours was misleading.
According to Mr Swanepoel, the Neotel radio commercial, which stated that "With Neotel you can have a wireless home phone within 48 hours with no installation; and pay as little as 17c per minute", did not warn consumers that the wireless phone was only available in areas where there is coverage.
Swanepoel resides in Midrand in an area without Neotel coverage which meant that he was unable to take up the offer.
Neotel responded to the complaint saying that that the script for the commercial omitted to state that "terms and conditions are applicable". Neotel said that this had since been rectified and was now included in the commercials.
"The disclaimer clarifies that a prospective subscriber will qualify for the service subject to availability of coverage," said Neotel.
The ASA did not feel that the addition of "terms and conditions are applicable’ would adequately address the problem with coverage. "The fact that this offer is only available in certain areas that have coverage is a material condition that should be clearly communicated," the ASA said.
"The disclaimer ‘terms and conditions are applicable’ does not adequately inform consumers that this offer is subject to availability of coverage. The Directorate sees no reason why Neotel could not clearly state this limitation in its commercial."
The ASA hence upheld the complaint and instructed Neotel to withdraw the commercial with immediate effect and not to use it again in its current format.
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