South Africa: Yes, Afrihost has 24-hour support says Advertising Authority of South Africa
5 January 2018
The Advertising Standards Authority of South Africa (ASA) has dismissed a consumer complaint against Afrihost’s 24-hour support claim. Afrihost’s website states that “You can get a call back anytime of the day or night by SMSing Help to 32541”.
One consumer lodged a complaint against the ISP, arguing that “the advertising is misleading as the 24-hour technical support is just SMS service offered after hours”.
Afrihost responded, saying its after-hours support service is an SMS service, and the advertising clearly states that. Afrihost revealed call logs which showed it tried to call the customer after receiving his SMS requesting support, but that he did not answer his phone.
The ASA agreed with Afrihost, saying it is clear that one must SMS after hours for support and that an agent will call as soon as possible. “From the call records, this did occur,” said the ASA.
The ASA dismissed the complaint and ruled the advertising is not misleading.