topic Re: Still using misleading sales techniques... in Plusnet Feedback

Still using misleading sales techniques...

kanda — Sun, 17 Nov 2013 12:16:06 GMT

Hi,
I signed up early for broadband as I wanted to give plenty of notice to my existing ISP, and the introductory offer of £2.99 for 12 months seemed too good to miss. So with just hours to go on the existing "offer" I signed up for broadband at the introductory price only to see it replaced by another "offer" for £2.75. It may only be a difference of around £12.50 a year but that's not the point.
It is misleading to suggest an offer is of limited duration when it is replaced by an identical product at a slightly less expensive price immediately after.
To add to this the website also displayed a "countdown timer" indicating that the offer was shortly to run out at midnight.
The Trading Standards website states
"The following practices are considered unfair in all circumstances...Falsely stating that the product will only be available for a limited time or that special terms for that product will only be available for a certain time with a view to persuading you to make an immediate decision about the purchase."
adie:green removed pointless poll

Re: Still using misleading sales techniques...

Mattz0r — Sun, 17 Nov 2013 19:00:23 GMT

So based on your logic, If you'd have signed up after the offer was over (with the vision that there wouldn't be an offer afterwards) - You wouldn't complain that you missed the offer and want it honouring?
You can't predict the future.
You have an amazing offer as it is, just let it go.
Cheers,
Matt

Re: Still using misleading sales techniques...

Mayfly — Sun, 17 Nov 2013 19:26:45 GMT

Oh what I wouldn't give to get internet at that price with PN.
Isn't the difference actually 24p a month?

Re: Still using misleading sales techniques...

x47c — Sun, 17 Nov 2013 20:00:49 GMT

Quote from: kanda

It is misleading to suggest an offer is of limited duration when it is replaced by an identical product at a slightly less expensive price immediately after.

Nope
You see many other firms doing this - it is normal business practice
Typical might be "only 5 left in stock - buy now while stocks last" - this is factually correct.
When that stock runs out the firm will get in new stock of say 100 items.
Depending on how their supplier prices the product and umpteen other considerations like shipping etc, the price of the new stock to you the consumer might be higher or indeed it might lower than the previous batch.
......but according to you if they price the new stock at a lower price, then this is against the rules as the previous offer now becomes misleading!
which in turn means that new stock can only ever be priced at a higher price than the previous stock
and this leads to the result that prices can only ever go up - can never go down
Well this is an interesting business concept!

Re: Still using misleading sales techniques...

w23 — Mon, 18 Nov 2013 01:36:47 GMT

Most existing customers would be more than happy to get £7.00 per month off their broadband for a few months, let alone £7.24.
I assume the majority of long term customers, like me, are paying full price.

Re: Still using misleading sales techniques...

jelv — Mon, 18 Nov 2013 07:46:12 GMT

IITC that to advertise something as a special offer (e.g. from £~~9.99~~ £2.75 a month) it must have previously be offered at the full price for an equal length of time?

Re: Still using misleading sales techniques...

w23 — Mon, 18 Nov 2013 09:24:13 GMT

It's being sold constantly at full price to existing customers, I'd have thought that would qualify any special offer.

Re: Still using misleading sales techniques...

newagetraveller — Mon, 18 Nov 2013 10:42:24 GMT

Full price for us Market 1 customers is £16.99/month for unlimited. I'd be more than happy with £3.99/month, never mind £2.99. It's nice to know we are subsidising the cheap deals!
The O.P. has posted the same on Moneysavingexpert and receiving similar replies.

Re: Still using misleading sales techniques...

picbits — Mon, 18 Nov 2013 11:15:35 GMT

I personally have no issue with PN offering lower rates to attract new customers - you have to attract new customers somehow. Generally people are happy with their service and will stay if it is a good value service. Yes it would be nice to get some kind of loyalty bonus for existing users but I've just signed up for another 12 months of LRS with PN as I can't see myself moving for the foreseeable future.

Re: Still using misleading sales techniques...

kanda — Mon, 18 Nov 2013 12:40:59 GMT

Well, the replies have been interesting, and I've calmed down now (never post on the internet when annoyed :-[)
I do take on board the comments that you're all paying full price. If anything I think there should be a level playing field - not offers designed to pull the customers in. The "race to the bottom" with broadband prices is almost the opposite to that shown by other utilities. The main thing that gets hurt is customer services - staff cuts, lower morale amongst workers, longer waiting times for customer services - need I go on? A fair price for all would be better, not introductory offers or having to ask for your MAC before getting a better offer for your "loyalty" which is what made me move away from my previous ISP.

Re: Still using misleading sales techniques...

gnicholson8 — Mon, 18 Nov 2013 13:13:54 GMT

So why didn't you cancel your new order (as you're allowed so many days to cool off/foc cancel) and then rebuy at the new price... if you REALLY cared..
However I have to say your own moaning about 24p a month is pretty petty 😕

Re: Still using misleading sales techniques...

w23 — Mon, 18 Nov 2013 14:01:12 GMT

Well, with the extra saving, you could just about get a coffee every couple of months or so at Costa.

Re: Still using misleading sales techniques...

kanda — Mon, 18 Nov 2013 14:18:53 GMT

Quote from: gnicholson8
So why didn't you cancel your new order (as you're allowed so many days to cool off/foc cancel) and then rebuy at the new price... if you REALLY cared..
However I have to say your own moaning about 24p a month is pretty petty 😕

Quote from: w23
Well, with the extra saving, you could just about get a coffee every couple of months or so at Costa.

Well, I'll freely admit to being a tight git :-[) Even though my financial circumstances are looking more than a bit perilous at the moment I think most people would agree on that. Let's just say I'm more likely to be visiting Cash Generator than Costa. What I most object to is the way the package is advertised using the headline amount of £9.99 discounted to £2.75 rather than the previously available £2.99, and the countdown timer. Not such a sense of urgency then, is there? And I have every sympathy with present customers seeing the offer price who are paying the normal price.

Re: Still using misleading sales techniques...

w23 — Mon, 18 Nov 2013 14:21:08 GMT

Quote from: kanda

Well, I'll freely admit to being a tight git :-[)

Good for you, and a warm welcome to Plusnet and the forums.

Re: Still using misleading sales techniques...

gnicholson8 — Mon, 18 Nov 2013 14:55:53 GMT

Quote from: kanda
Quote from: gnicholson8
So why didn't you cancel your new order (as you're allowed so many days to cool off/foc cancel) and then rebuy at the new price... if you REALLY cared..
However I have to say your own moaning about 24p a month is pretty petty 😕

Quote from: w23
Well, with the extra saving, you could just about get a coffee every couple of months or so at Costa.

Well, I'll freely admit to being a tight git :-[) Even though my financial circumstances are looking more than a bit perilous at the moment I think most people would agree on that. Let's just say I'm more likely to be visiting Cash Generator than Costa. What I most object to is the way the package is advertised using the headline amount of £9.99 discounted to £2.75 rather than the previously available £2.99, and the countdown timer. Not such a sense of urgency then, is there? And I have every sympathy with present customers seeing the offer price who are paying the normal price.

But that's the thing, the £2.99 offer was on for such a short time that they can still advertise it as £9.99 previously and that is their standard rate.
If they'd had it as advertised as £2.99 for over three months (I believe) then that becomes the standard rate and they would need to advertise it as £2.75 (~~£2.99~~)

Re: Still using misleading sales techniques...

jelv — Mon, 18 Nov 2013 15:16:33 GMT

When was it last at the standard price of £9.99 with no offers available and for how long?
To not fall foul of the ASA I think all they need to do is to remove the ~~£9.99~~

Re: Still using misleading sales techniques...

w23 — Mon, 18 Nov 2013 15:20:28 GMT

It's only not been £9.99 (excluding Market 1) for new customers, for everyone else Plusnet Unlimited is £9.99*, isn't that enough to make any price below £9.99 a special offer?
*When taken with telephone.

Re: Still using misleading sales techniques...

gnicholson8 — Mon, 18 Nov 2013 15:47:48 GMT

I'm not too sure if the ASA count new users/current users as the same/separate in terms like this but would have to imagine it is separate.