CA - Computer Associates - Computer Associates Rebate Runaround - Incompetent or Dishonest Business Islandia New York

I purchased CA Internet Security Suite 2007 on January 30, 2007 which was advertised as "free after mail-in rebates". There were two separate mail-in rebates of $20 each on this product. I completed all of the required paperwork including the rebate forms and attaching copies of the store receipt. Before mailing them out on January 31, 2007, I took photocopies of all of the paperwork including receipt copies that I was mailing. I sent each rebate's set of paperwork to the appropriate address shown on the rebate form.

I patiently waited until late in February when I received a postcard from CA regarding one of the rebates stating that "Unfortunately we could not honor your request due to the following reason(s): $20 CA Rebate - Missing receipt".

On February 25, 2007, I went on-line at CA's website and submitted the following message to customer service regarding my rebate with tracking number 227833862: "I checked the copies that I made of the envelope contents prior to mailing on promotion #07-63820. My photocopies show that I did include a copy of the receipt. The tracking on your website indicates that the status of my rebate is "invalid" due to a "missing receipt". I disagree as I included a a copy of the receipt with my rebate form mailed to: Staples Rebate Center, Computer Promotion #07-63820, PO Box 540028, El Paso, TX, 88554. What do I need to do to get the $20 rebate that I am owed?

Amazingly, on February 27, 2007, I received an e-mail back from Roy, of CA's Promotions Customer Service regarding rebate tracking number 227833862: "Thank you for your rebate inquiry. We are pleased to inform you that your submission has been received and validated, and it is in the final stages of processing. Your rebate check should be mailed within 4-6 weeks. We appreciate your participation in this promotion. If there is anything else we can do to assist you, please contact us at rebates@parago.com."

Meanwhile, CA's rebate status page showed that my other rebate with tracking number 225835442 was valid and stated that I should expect my check within 30 days (from the validation date of 2/12/2007). When I still had not received my check over a month later, I submitted another message to customer support on March 24, 2007 asking why I still had not received my rebate check.

On March 28th, CA responded regarding rebate tracking number 225835442 saying: "Thank you for your rebate inquiry. We are pleased to inform you that check number 21564819 was sent to be printed on 03-16-2007. Please allow 15 days to receive your check."

The check on this first rebate (tracking number 225835442) was finally received on April 9, 2007. It only took a little over nine weeks and a couple of e-mails...not great, but probably not worth my time complaining about.

However, the reason I decided to "blog" this company is the overall hassle it was to have CA fulfill their commitment, especially in regards to the second rebate. In the same e-mail CA sent to me on March 28, 2007, they stated the following for rebate tracking number 27833862: "We are pleased to inform you that your submission has been received and validated, and it is in the final stages of processing. Your rebate check should be mailed by 04/10/2007."

When I still had not received the promised rebate check as of May 2, 2007, I again e-mailed customer service, saying: "In the last correspondence I received on 03/28/07 from Anthony, Promotions Customer Service, the $20 rebate check on tracking number 227833862 was supposed to have been mailed to me by 04/10/2007.

I still have not received this rebate check. Please let me know the check number, date of check's issuance, and the date the check was mailed. If it was mailed by 04/10/2007 as stated in CA's prior e-mail, I can only assume at this point that the rebate check has become lost in the mail as it is now 05/02/2007. Please let me know how to proceed in acquiring a replacement rebate check."

When I did not receive a response to this e-mail, I sent the following message on May 7, 2007: I still have not received a reply on my inquiry sent to you on 05/02/2007 regarding the rebate check on tracking number 227833862 that I still have not received. Please reply with the information I have requested in my e-mail dated 05/02/2007 (the text of the prior e-mail was included with the e-mail dated 05/07/2007).

I was completely stunned when I received the following response from CA on May 8, 2007: "Tracking number:227833862

Thank you for your rebate inquiry. we apologize about any inconvenience this may have caused you We have received your submission, but we are currently unable to honor it because our records indicate that we did not receive the receipt showing the purchase location, purchase date, and the product purchased.

The receipt, along with your name, your complete mailing address, and the Tracking number at the top of this email, may be mailed or faxed to:

Rebate Special Services
PO Box 028516
Miami FL 33102-8516
OR
Fax Number: (888) 864-5763
Please allow 48 hours to process your fax.

We appreciate your participation in this promotion. If there is anything else we can do to assist you, please contact us at rebates@parago.com . We are always happy to help.

You can also track the status of your rebate, using the Tracking number above, at www.RebatesHQ.com

Hector
Promotions Customer Service"

I was outraged to say the least, I e-mailed back that same day (May 8) with the following:

"Dear Hector:

At this point I am tired of the run around I am receiving from your company and frankly am furious. Please see the attached documents. The first attached document, "CA Response Dated 02_27_07.doc", shows the response from CA that I received to my first e-mail sent on February 25, 2007.

In my e-mail, I stated the following: "I checked the status of my rebate and it states that my rebate is invalid. What do I need to do to receive my rebate? Comments: I checked the copies that I made of the envelope contents prior to mailing on promotion #07-63820. My photocopies show that I did include a copy of the receipt. The tracking on your website indicates that the status of my rebate is "invalid" due to a "missing receipt".

I disagree as I included a a copy of the receipt with my rebate form mailed to: Staples Rebate Center, Computer Promotion #07-63820, PO Box 540028, El Paso, TX, 88554. What do I need to do to get the $20 rebate that I am owed?"

The response I received from Roy in CA's Promotions Customer Service on February 27, 2007 was as follows: "Tracking number:227833862 Thank you for your rebate inquiry. We are pleased to inform you that your submission has been received and validated, and it is in the final stages of processing. Your rebate check should be mailed within 4-6 weeks.

We appreciate your participation in this promotion. If there is anything else we can do to assist you, please contact us at rebates@parago.com.
Roy
Promotions Customer Service"

The second document attached is from CA's website under "Check Status of Rebate". On CA's website it reports regarding the status of my rebate on tracking number 227833862 the following:"Rebate: $20.00 Check
Rebate Information For: 227833862
Date Received: 02-12-2007
Status Detail: Your rebate is valid. Please allow up to 30 days to receive your rebate.
Check Number: 22223460
Check Amount: $20.00
Issue Date: 04-23-2007"

Your message below does not make any sense to me considering the earlier message sent to me on February 27, 2007 and the status showing on the CA website for my rebate on tracking number 227833862. I have waited way too long to receive this check and words can not express how disappointed I am in your company and poor customer service! Please send me my rebate check immediately or escalate my issue to a higher manager for resolution. Thank you for your consideration. I look forward to a prompt reply."

Finally, on May 9, 2007, Miguel of CA's Promotions Customer Service writes "Thank you for your rebate inquiry. We apologize for any inconvenience. We are pleased to inform you that check number 22223460 was sent to be printed on 04/20/2007. Generally, customers receive their checks within 15 days of this date, but we must wait 30 days before we can reissue a check. If you have not received your check within 30 days of the printing date, please contact us again and we will be happy to stop payment on the original check and issue a new one. Be sure to include your complete mailing address at that time so that we can verify it against the address we have on file.

We appreciate your participation in this promotion. If there is anything else we can do to assist you, please contact us at rebates@parago.com. We are always happy to help."

Fortunately, I received the rebate check in question the next day (May 10) so I will never be needing CA's help ever, ever again. I do not know if it is a case of gross incompetency or intentional...figuring that most people will not go through all of the hassles to get a check. I am sure the company keeps a lot of money that way. In the end, they have lost my business for life. If your smart, you will avoid the company as well!

Cheryl
Sacramento, California
U.S.A.