Internet

A friend of mine got this answer from Telecable after he had complained about bad Internet-speed. In my oppinion he got a very peculiar answer. Is this a serious way of handling a complaint from a customer?
"I have seen your speed tests that you have been mailing almost daily. You should understand that 8Mb advertised is the maximum speed, not a guaranteed speed. You have just the other day sent us tests with results of 7,3 and 6,5Mb under the heading "bad speed", when in reality they are good speeds. There is no minimum guaranteed speed, but we endeavour to get you above 5Mb always, but understand that in the evenings when, following current trends, everyone is now watching IPTV through these connections, the speed is going to take a hit. I would understand if you were getting speeds of 2 or 3Mb, then I would say there is a problem with your connection, but not with 5Mb+.
As far as I am aware, no company can guarantee you a speed 24 hours a day. On a personal note, until last year I was paying Movistar for 10Mb and never got above 5Mb at home, hence the maximum speed, not guaranteed minimum.
I hope you understand our position (which is the same as all our competitors) but if you are unhappy with our service giving you consistent 6 or 7Mb, then we would not tie you to the contract if you were willing to look elsewhere."