Complaint: 14/027

Vodafone Website

Details

Complainants
G. Alsop
advertisers
Vodafone
Year
2014
Media
Digital Marketing
Product
Telecommunications
Clauses
Decision
Withdrawn / Resolved
ASA Links
Website Listing
Decision Document

Document

COMPLAINT NUMBER
14/027
COMPLAINANT
G. Alsop
ADVERTISER
Vodafone New Zealand Ltd
ADVERTISEMENT
Vodafone Website
DATE OF MEETING
10 February 2014
OUTCOME
Withdrawn


Complaint: The website http://www.vodafone.co.nz advertised a plan for broadband with a home phone at $85 per month. The plan gave the option to "add on" extra features for varying additional costs.

Complainant, G. Alsop, said: "looking at the Vodafone Ad for the packages on offer, it would be very reasonable to expect that the package price "included the use of the phone". The Complainant said however they were charged extra on their first bill and therefore they said the advertisement was misleading.

The Advertiser, Vodafone New Zealand Ltd, said: Thank you for giving us the opportunity to try and resolve this matter direct with G. Alsop. We confirm that a senior member of our complaints team contacted G. Alsop today and I understand that G. Alsop was happy with the resolution reached.

It appears that (as set out in our response) G. Alsop did not understand that the Talk 2 Add On would remain on his account. We have agreed to credit the charges for the Talk 2 Add on and have cleared the remaining balance on his account of $24.93. We have removed the Talk 2 Add On from G. Alsop's account. We have also removed the Call Waiting feature which G. Alsop said they no longer need."

Further response from the Complainant said: "I have spoken with Vodafone and they have agreed to an amicable settlement. There is room for some doubt whether the $20 charge relating to the phone was explained to me during the verbal contact agreement. Although there was no reference to this in the order acknowledgement from Vodafone.

Consequently I will withdraw this complaint against them."

The Chairman noted the Complainant wished to withdraw the complaint as the Advertiser had reimbursed them for the cost of the add on feature which was subject to their complaint.

Accordingly, the Chairman ruled that the complaint was withdrawn.

Chairman's Ruling: Complaint Withdrawn