Littlemotherhaywood
Mouseketeer
- Joined
- Jun 15, 2005
The credit card thread was talking about how some companies help and some companies don't so I wanted to share this.
Back in July of last year my dh and I bought a hard drive that had two mail-in rebates on it. One was a BB rebate. I followed the instructions to a T and sent it off. Months go by and nothing comes. I just figure the rebate department is REALLY slow. In the meantime, my dh and I go shopping for a tv for the kids playroom. I just wanted a basic tv, but they had a floor model with the built in dvd and vcr and it seemed like a good deal. We spoke to three different people including the department manager and all three state that it has a one year warranty on parts and labor. Okay, we should be pretty safe then. After we check out they inform us that it doesn't come with a remote. It's twenty dollars for a new remote and the store is closing, registers closed already, etc... So we go home with our remoteless tv feeling a little miffed but still happy to have a tv with the stuff built in for the kids. Approximately 108 days later the tv stops turning on. So we call BB and they direct us to the manufacturer who informs us that the tv only had a ninety day labor warranty and it's going to cost $80 to fix. So we call BB back really mad at this point and the manager of the store says tough luck. Isn't that nice? They said that it was our fault for not ordering a manual. Honestly, we already knew how to work the tv so that didn't occur to us. So the tv has been sitting unrepaired (on principle at this point) in our home for over three months. Finally, we call about the rebate and they say that the check was addressed to Kim Labetts (the lady who had our phone number before us) and sent to us. Well, it came in a disguised envelope and was sent back because it was addressed to the wrong person. We never even knew we got it. It turns out that they put our number in the system and her name came up and then they proceeded to ignore the other information on the rebate form with all of the lines that I painstakingly filled out. They said we should get the rebate but that they had to do a internal investigation...should take two weeks. A month later, still no rebate. Surprise, surprise! My dh calls back and they tell him that even though they can see that they messed up and that we did indeed purchase the product, the rebate forms are destroyed after ninety days and they can no longer issue the rebate. How ghetto is that? So now my dh is really mad (he's so much nicer on the phone than I am about these things). He called their corporate offices to talk to someone. Much to my surprise, they actually put him through to someone. After an hour on the phone and a very lengthy explanation, we're getting our rebate and they're sending us a gift card to cover the tv (meaning our tv will have been free). My dh only asked for the rebate, but apparently the gentleman felt for us and our harrowing ordeal. Now I'm going to be stuck with a $300 gift card for a store I have no real desire to shop at
At the very least, they're in store customer service is definitely lacking and their csr at their center are lacking as well. One should never have to go to a corporate level to get a rebate honored especially when the supervisor admitted it was their mistake and we should have gotten it, she just couldn't give it us. Given that the guy at corporate has taken very good care of us though, we'll probably give them another chance. Well, that's if we receive the promised rebate and gift card (he said up to two weeks to get them). Just wanted to share.
Back in July of last year my dh and I bought a hard drive that had two mail-in rebates on it. One was a BB rebate. I followed the instructions to a T and sent it off. Months go by and nothing comes. I just figure the rebate department is REALLY slow. In the meantime, my dh and I go shopping for a tv for the kids playroom. I just wanted a basic tv, but they had a floor model with the built in dvd and vcr and it seemed like a good deal. We spoke to three different people including the department manager and all three state that it has a one year warranty on parts and labor. Okay, we should be pretty safe then. After we check out they inform us that it doesn't come with a remote. It's twenty dollars for a new remote and the store is closing, registers closed already, etc... So we go home with our remoteless tv feeling a little miffed but still happy to have a tv with the stuff built in for the kids. Approximately 108 days later the tv stops turning on. So we call BB and they direct us to the manufacturer who informs us that the tv only had a ninety day labor warranty and it's going to cost $80 to fix. So we call BB back really mad at this point and the manager of the store says tough luck. Isn't that nice? They said that it was our fault for not ordering a manual. Honestly, we already knew how to work the tv so that didn't occur to us. So the tv has been sitting unrepaired (on principle at this point) in our home for over three months. Finally, we call about the rebate and they say that the check was addressed to Kim Labetts (the lady who had our phone number before us) and sent to us. Well, it came in a disguised envelope and was sent back because it was addressed to the wrong person. We never even knew we got it. It turns out that they put our number in the system and her name came up and then they proceeded to ignore the other information on the rebate form with all of the lines that I painstakingly filled out. They said we should get the rebate but that they had to do a internal investigation...should take two weeks. A month later, still no rebate. Surprise, surprise! My dh calls back and they tell him that even though they can see that they messed up and that we did indeed purchase the product, the rebate forms are destroyed after ninety days and they can no longer issue the rebate. How ghetto is that? So now my dh is really mad (he's so much nicer on the phone than I am about these things). He called their corporate offices to talk to someone. Much to my surprise, they actually put him through to someone. After an hour on the phone and a very lengthy explanation, we're getting our rebate and they're sending us a gift card to cover the tv (meaning our tv will have been free). My dh only asked for the rebate, but apparently the gentleman felt for us and our harrowing ordeal. Now I'm going to be stuck with a $300 gift card for a store I have no real desire to shop at
At the very least, they're in store customer service is definitely lacking and their csr at their center are lacking as well. One should never have to go to a corporate level to get a rebate honored especially when the supervisor admitted it was their mistake and we should have gotten it, she just couldn't give it us. Given that the guy at corporate has taken very good care of us though, we'll probably give them another chance. Well, that's if we receive the promised rebate and gift card (he said up to two weeks to get them). Just wanted to share.
