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Wanna See Ben's Head Explode? (Ask Him Where His Rebate Check Is!) Plus: Why You Never Want To Patronize Retailers That Hire Deceptive (Rebate Offer) Fulfillment Houses And: Avoiding A Burglary After The Holidays...Why You Shouldn't Waste Your Time On Warranty Cards
Christmas Day, December 25, 2003
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Dear Ben: Any luck getting the rebate on your computer monitor yet?
JD in Euless
Dear JD: Gee...thanks for spiking my blood pressure by about 100+ points this Christmas morning...and no, I haven't. For those of you that feel you like just walked into a movie halfway through, JD's referring to my column of November 6, 2003 (and subsequent tirade on an assorted radio and TV shows around North Texas and the rest of the nation) on why I think rebates are a scam. So why am I so twisted off over the fact that I still haven't received my $100 rebate for a monitor I purchased back in April? Because I believe that the retailer (one of the largest in the country) who sold it to me should be held responsible for their actions-or in this case-inaction. I'll bet that many gifts opened this morning were purchased because of rebate offers.
My research indicates that "rebaters" fall into four categories:
The first group will never follow-through and file the necessary paperwork to get their money.
The second group receives their rebates, as promised and on time.
The third group will attempt to get what they're owed, but either fail to read the (frequently) onerous instructions/conditions for filing and will forfeit their chance because they either mishandled the offer or missed a deadline.
Then there's the fourth group-my group-filled with frustrated consumers who have followed the rules to the letter. We've papered our trails and end up getting nothing but lip-service and the runaround from the fulfillment house-the company that actually handles the execution of the rebate program for the retailers.
One of the country's largest fulfillment houses boasts on their website that they rejected 800,000 fraudulent and noncompliant claims, saving their customers over $20 million. They openly acknowledge that "a certain amount (of rebates submitted) will not meet the terms and criteria of the offer." I don't have a problem when incorrectly or fraudulently submitted rebates are rejected, but I've got a major problem when they fail to payoff in a timely manner. I've been told that my check's been mailed on at least six different occasions but mysteriously, my rebate checks have been returned to them because of a "bad address"...twice!
My response? "Sorry, you're lying." I've properly papered my trail and mailed the rebate offer in via Certified Mail/Return Receipt Requested. I should have received my money by August 28, 2003 but now they're telling me that my check will be mailed on February 5, 2004. Why? Why should I have to wait any longer than the rules of the original offer outlined?
I strongly suspect the number of delays go up in relation to the amount of money being rebated. Toss in the "Dover's Human Nature" factor: The more time that passes from the original purchase date increases the chances that consumers will either forget about-or simply give up pursuing-the monies owed to them. Of course, I will do neither. Furthermore, I want to hear from those of you that have had similar rebate experiences: I plan to aggressively monitor the activities of rebate-offering retailers and the fulfillment houses they employ in 2004 and need your help doing it. Check out my special section devoted to the rebating process: www.bendover.com/rebates.asp.
Dose of Dover For The Week: My annual, two-part post-Christmas message is worth repeating now that you've un-wrapped your presents.
#1 Don't stack empty boxes at the curb for eventual pick-up by your local sanitation engineers: Empty boxes that contained high-priced gifts are invitations to the bad guys working your neighborhood to stop by when you're not at home. Dispose of them discreetly and properly: Take them to an authorized dumpster (or nearest landfill), or watch closely for the sanitation crew working your street, and walk these items out for pick-up as they pull up to your house.
#2 Warranty cards have evolved into marketing research tools more than anything else: The original box and purchase receipt is usually the best defense in the war of warranty enforcement. If you do fill out a warranty card, don't spill your guts-and never give out your home phone number! Anything you tell them could end up being sold (and re-sold) for years to come.
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