We got in to something of an interesting twitter debate with Virgin Media.
It all started when Alex asked Virgin what they meant by their latest advert that says "repairs and service included free". The reason to ask is that, well, of course repairs and service are included free, duh!
What was odd is the response, which is "we're the only service provider to provide completely free service & repairs so it is a bonus".
Now, that is a bold claim, and an odd one. Basically, anyone providing a service (such as broadband) has a legal obligation to ensure the service they provide is as described and working, so has to provide servicing and repairs of the service free (including in the price). Similarly if someone is renting equipment, either separately, or as part of a service, they would have to provide servicing and repairs in the price of the rental. Basically, Virgin's claims seems to be no more than "We do what we are legally required to do, the same as every other ISP" (my wording).
Even so, they continue to debate, and make another bold statement. Alex asked "Pls qualify what u mean by 'completely free repairs and service'?" and they replied "If, for example, any equipment in your house breaks then we'll fix or replace free of charge, no call-..."
A bold statement indeed, after all any equipment is quiet a lot. I asked if that means they offer a free laptop repair, and they confirmed that they only meant "our equipment".
So really, this bold claim in an advert really is "We do what we are legally required to do, the same as every other ISP", which is, in my opinion, a totally crap advertising claim.
Claims of being the only ISP offering this are, of course, totally crap... Well done Virgin marketing dept. Next you'll be claiming coax copper is actually glass fibre - oh! wait?
But well done engaging with us.
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