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http://www.insanely-great.com/news.php?id=1125
Rebate hell: One user stands up
By ron carlson, Insanely Great Mac
October 16th 2002
As is often the case with rebates, vendors often refuse to pay and Apple appears to be
no different
The "dirty little secret" behind the proliferation of rebate promotions from vendors
of everything -- from soap power to computers -- is that consumers often forget to
"apply," don't follow the rules (and subsequently are refused payment) and/or they are
easily put off, and companies can then pocket the promised money back. Also, even if a
customer does go through the hassle, follow the published rules to the letter and
actually get the rebate, the vendor still makes out because they get to keep the
buyer's money for months after the purchase date. In terms of interest paid, it
peanuts as measured on a per customer basis. But, when one considers that thousands of
buyers are part of the equation, it can quickly add to quite a tidy sum.
Here's a recent example of the lengths one vendor -- in this case Apple -- is willing
to go not to pay off:
Quote
>From MacInTouch.com
Date: Tue, 15 Oct 2002 16:39:07 -0500
From: Susan Williams
Subject: Apple Refuses to Honor Valid Rebates
I'm writing to share a problem that I feel is rampant in the Apple organization. I
have sent two letters to Apple Corporate regarding this problem and filed a complaint
with the Better Business Bureau, not to mention endless phone calls and long hold
times and, to date, have yet to receive a response from Apple. I was hoping that
someone with more "clout" would have better luck if this issue is brought to light.
I have been a loyal Apple customer for more than a decade and, as a graphics
professional, have spent tens of thousands of dollars with the company. I update my
computer almost every year, purchase Apple software, own three Apple iPods and have
been responsible for corporate purchasing of Apple hardware and software.
In the past four months I have purchased more than $6,000 worth of new Apple hardware
and software, including a new top-of-the line Titanium Powerbook ($3,800), Mac OS 10.2
(which I had to purchase for full price, despite the fact that I'd bought a brand new
TiPowerBook in July), a 10GB iPod, Appleworks 6 and much, much more.
Part of the incentive in making these purchases when I did was Apple's ongoing rebate
offers, including $100 rebate on an iPod and computer purchase, as well as various
software rebates when purchased with an Apple operating system.
I followed all rebate instructions carefully and sent in both rebates, one for $100
and one for $30, immediately. With the $100 rebate it took me four phone calls and
three faxes for Apple to acknowledge that I had, right from the start, provided all
necessary information (UPC symbols, original receipts, etc.). It was an enormous
hassle and each time I was forced to call your "rebate assistance center" I waited on
hold no less than 15 minutes.
On September 23, I received the dreaded "your submission was incomplete" letter from
Apple once again, regarding the $30 software rebate for AppleWorks and Toast Titanium
I was supposed to receive with my purchase of Mac OS 10.2. After waiting on hold 19
minutes I was told that the original receipts I submitted were "invalid" because "they
didn't contain a customer number" and that only receipts with ship dates, as well as
purchase dates, were accepted. They also told me that I had not submitted an original
UPC code for one item, when in fact, I had, and a had photocopies of all documents to
prove it. I was also told that they "no longer accepted faxes or copies as proof" and
that I'd have to "request new originals" of the documents from both Apple and Live
Warehouse (where I purchased Toast Titanium) if I wished to resubmit my rebate
inquiry. (Ridiculous! What company issues "new originals" of documents?)
This is all utter nonsense! Not all receipts have customer numbers or ship dates. The
product UPC, purchase date, purchase price and store information were all CLEARLY
identified, and that is ALL the original rebate form asked for. The really funny part
is that two of these items were purchased directly from Apple, through their own
online store, and the so-called "invalid" receipts sent were those provided by Apple
themselves!
I then re-sent all my information September 30 but on October 4 received yet another
"submission incomplete form" from Apple. I then once again called the rebate center.
The first time I sent 11 minutes on hold before talking to "Tina," who once again told
me that customer number and ship dates--even if not provided on the original
invoice--were "required" to complete the rebate transaction. When I asked Tina where
in the original rebate terms this was written and then read her the rebate terms, word
for word, from the original form she told me she'd transfer me to a supervisor. After
another 14 minutes on hold I was summarily cut me off. I called back and spoke with
"Thomas," once again going through the entire situation and asking to be connected to
a supervisor. This time I was on hold for no less than 22 minutes and then told the
supervisor was "unavailable" and could not call me back, though I was welcome to call
back later. Thomas then told me that he "didn't have to deal with th
There is no doubt what-so-ever that these items were purchased within the allotted
rebate time period (the rebate is, in fact, ongoing) and there is no doubt
what-so-ever that these items were, in fact, purchased (Apple has no problem
acknowledging that), yet Apple continually refuses to honor its advertised rebates!
(For the item they claimed not to have received the original UPC I sent, I re-sent the
product code and a photocopy of the original CD, as requested, for "proof" the item
exists.)
My experiences, and those of others I have read online (Apple is refusing Adobe
InDesign rebates to many who purchased a computer for the "free" copy of the
publishing software, I've seen many, many complaints about the $100 iPod rebate not
honored), have made it clear to me that Apple has no intention of honoring any of
their rebates and they simply use them for bait and switch merchandise pushing, hoping
people will just give up once they receive their "problems with your submission"
letter.
You'd think that a company that has only 5% of the computer market and that is hanging
on to that slim margin by a thread would put a bit more effort into customer service!
Apple has repeatedly shown my by their actions that they're willing to lose a loyal
customer and thousands of dollars instead of forking over the measly $30 I'm due in
their own, published rebate.
Others who are in this situation need to know that they're not online and Apple needs
to know that they can't treat their customers this way. I am not an idiot and I
certainly know how to fill out a rebate form. I'm not asking for "something for
nothing" just what Apple promised. No more, no less.
End quote
This letter was originally published on MacInTouch.
Editor's note: I have said it before and will continue to say that "rebates" are a rip
off and probably constitute fraud. They should be banned -- period.
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