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Wednesday, December 12, 2012

O2 and the iPhone 5: when is a a pre-order not a pre-order?

Mark Bridge writes:

I’ve made a career out of choosing and using the best words… and using mobile phones. Such is the life of a technology writer.

However, I’m not obsessive about language. Lynne Truss has a point - yet her style isn’t my style.

But that’s not really relevant. You’re not here for my musings about greengrocers’ apostrophes. TheFonecast.com is all about the mobile industry.

Last week I pointed out that picking the best bits from other people’s tech reviews didn’t look good when the full version was pretty uncomplimentary. It’s often unwise to use words that don’t mean what people think they mean. Being economical with the truth can give the impression of being deliberately deceptive.

And today I’ve discovered another mobile network guilty of tripping itself up with words.

The Advertising Standards Authority has just upheld a complaint made about O2 UK’s website. A set of FAQ about iPhone 5 availability said “If we get your pre-order before 4pm the day before launch, we’ll get it to you on launch day.”

Unfortunately this didn’t happen for a number of people who’d pre-ordered an Apple iPhone 5. The problem wasn’t a delivery failure. That, to an extent, would be understandable. No, the problem was O2’s definition of a pre-order.

You see, if you ordered the iPhone 5 from O2 before the launch day, you might think this was a pre-order. That’s what regular English usage would suggest. O2 had a different definition. It had a pre-order - oops, no, a Pre-Order - and a Standard Order. If you had a Pre-Order then, well, you had a pre-order. If you had a Standard Order, it meant O2 had exhausted its allocated stock and might take up to three weeks to deliver the phone. Customers with a standard order - sorry, done it again - a Standard Order would have been told they had longer to wait.

The ASA wasn’t happy with that. It said the online FAQ answer gave a misleading impression regardless of what customers were told when they ordered, leading it to conclude the claim was misleading.

In its defence, O2 said the FAQ was only online for nine days and admitted that “in hindsight it appeared that some people making Standard Orders while the FAQ was online may have been confused by it”.

It seems O2 meant well - but its choice of words has left it in the ASA’s hall of shame.

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Categories: Networks and operators, OpinionNumber of views: 13569

Tags: advertising o2 uk iphone

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Opinion Articles

The impact of iOS 7 on mobile app developers

The impact of iOS 7 on mobile app developers

Anton Faulconbridge writes:

It’s the latest tech update that everyone is talking about; for good or for bad, iOS7 is here and it’s something that all mobile app developers need to take into consideration. So, how have these changes to Apple’s system had an impact on third party apps?

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It’s not your fault, so why wait for your mobile phone?

David Heled writes:

The dependency on mobile phones is at an all-time high. Used for everything from the weekly grocery shop to monitoring heart rate, it’s no underestimation to say that we would be lost without our mobile phones. So when it takes days for your phone to be repaired, it has a considerable impact on your normal daily life.

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How ring-back tones could transform the way we use our mobile phones

Interview with Florent Stroppa of OnMobile

Mark Bridge writes:

Ring-back tones offer consumers yet another way to customise their mobile phone service. Yet despite this – and the revenue opportunities they provide – many mobile network operators don’t offer them.

Recently I spoke to Florent Stroppa, General Manager Europe for value-added service specialist OnMobile, to find out why the UK doesn’t really seem to be bothered about ring-back tones… and whether the next-generation of ring-back services will change this.

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Last week at The Fonecast: 7th October 2013

Compare and contrast

Mark Bridge writes:

Talk about a difference. In preliminary results last week, HTC announced its first-ever quarterly loss while Samsung revealed record quarterly profits.

Curiously, many of the week’s other news stories also had a companion headline to provide a contrast.

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Last week at The Fonecast: 30th September 2013

Changes revealed, charges concealed

Mark Bridge writes:

Things didn’t look so bad in the mobile industry last week. After the shock of BlackBerry’s job losses and restructuring, it seemed as though the saga could be reaching a conclusion. On Monday shareholder Fairfax Financial announced a bid to buy the company. BlackBerry’s board of directors has approved the terms of the agreement, although it’s still able to consider alternative proposals as well.

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A month of mobile: O2 counts on 3, Microsoft counts to 10 and Apple counts its profits

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We're back with a month of mobile industry news, including takeover talks and takeover rumours. O2 and Three are said to be discussing a merger... but is there any truth in the suggestions that BlackBerry could be up for grabs?

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