Sunday, March 05, 2006
Rebate Victory
All of us who eye the Sunday circulars from computer and office-supply stores for bargains knows the come-on of rebates. "Thousand-dollar product for five dollars" the big words trumpet, while the fine print lets you know that you need three combined rebates to actually get that price. Several years ago, writing for Slate, Carol Vinzant went so far as to call rebates a scam. "Stores use secret actuarial calculations to figure out what kind of rebate they can offer. And, increasingly, they employ brutal tricks to prevent shoppers from cashing in," she wrote.
I almost fell victim to one such scam recently. I bought a Samsung Syncmaster 910 MP monitor for Jane for Christmas from Office Depot. It's a pricey monitor, but made affordable by $100 worth of rebates from Samsung and Office Depot. The rebate form called for me to submit the original of the UPC, so I made a point of asking the salesperson where exactly it was; it wasn't visible on the box, because it was covered by OD's own inventory sticker. He told me the inventory sticker was what he had scanned so it was what I should send in.
No surprise, I suppose, that I received an email from the rebate fulfillment house soon after sending off my application.
Obviously I couldn't send the UPC, because it was under the sticker I had peeled from the box. Fortunately, this email included a postal address, so I wrote a very detailed letter, with much documentation and another copy of all the materials, explaining exactly what had happened. I also cc'd Chuck Rubin, Office Depot's president for North American retail, at their Florida headquarters.
Not long afterward, I received the following email:
I am convinced that Ms. White is a real person who was assigned to deal with these problems; I've left her email address off of this blog posting out of respect for her privacy. I give Office Depot a nod for doing the right thing, and I encourage others who have problems with Office Depot rebates (or any other rebates, for that matter) not to give up. Write to the company, let them know about your displeasure, and get what's coming to you.
I almost fell victim to one such scam recently. I bought a Samsung Syncmaster 910 MP monitor for Jane for Christmas from Office Depot. It's a pricey monitor, but made affordable by $100 worth of rebates from Samsung and Office Depot. The rebate form called for me to submit the original of the UPC, so I made a point of asking the salesperson where exactly it was; it wasn't visible on the box, because it was covered by OD's own inventory sticker. He told me the inventory sticker was what he had scanned so it was what I should send in.
No surprise, I suppose, that I received an email from the rebate fulfillment house soon after sending off my application.
Dear F Sandsmark:
You are receiving this notification because you have not complied with the terms of the offer due to the following reasons:
Original/Copy of UPC code(s)or SKU Number(s) needed were not included.
Required documentation was not included in submission - i.e. Rebate Form, UPC Code, Store Receipt, Invoice.
Original or Copy of Receipt, Invoice or Packing Slip. Received
Copy or Original Rebate Form. Received
Copy or Original UPC Code. Not Received
Please note: It is possible you submitted a barcode other then the required 12-digit UPC barcode. The 12-digit barcode is located on your product packaging. For more information on UPC barcodes visit www.expressgroup.com/faq.asp
Obviously I couldn't send the UPC, because it was under the sticker I had peeled from the box. Fortunately, this email included a postal address, so I wrote a very detailed letter, with much documentation and another copy of all the materials, explaining exactly what had happened. I also cc'd Chuck Rubin, Office Depot's president for North American retail, at their Florida headquarters.
Not long afterward, I received the following email:
Mr. Sandsmark:
A copy of your correspondence to our Rebate Service Center was forwarded to my attention in connection a rebate for a Samsung monitor purchased at our Office Depot store location in Hayward. I understand why you are concerned. Rebates represent a tremendous value to businesses and consumers, but nothing can be more frustrating than when something goes wrong. It is never our intention to mislead or inconvenience you, and I am very sorry that this process has been so time consuming for you.
Our company wants to ensure that every customer who qualifies for a rebate receives one, and in reviewing your request, I have seen that you purchased the correct item and complied the best that you could for the rebate submission. I am taking the liberty to have the $70 rebate processed from our Corporate office. Please allow approximately 20 business days for processing and it will be sent to you by US mail.
All of us at Office Depot appreciate your business, and whenever there is a problem, we will do all that we can to make it right. Should you need further assistance, please do not hesitate to contact me.
Sincerely,
Debbie White
Coordinator, Executive Customer Relations
Office Depot, Inc.
I am convinced that Ms. White is a real person who was assigned to deal with these problems; I've left her email address off of this blog posting out of respect for her privacy. I give Office Depot a nod for doing the right thing, and I encourage others who have problems with Office Depot rebates (or any other rebates, for that matter) not to give up. Write to the company, let them know about your displeasure, and get what's coming to you.
