I believe that this is the first time that I have ever dealt with either the rebate processing center Helgeson and XFX the manufacturer before. One company processes rebate requests and the other company is the manufacturer of the video card that I purchased. I have included both addresses below because I don't know for sure who is responsible for all these issues. It could be a combination of the 2 companies. I am not sure. I believe that in my dealings with trying to process my rebate request, I have mainly dealt with Helgeson Enterprises mostly. Still, I feel that all the information should be included. I must say that I don't plan to use either company ever again. My family purchases a great amount of electronics, most specifically, computers and computer parts. Each member of my family has a personal laptop and we also have 2 desktop computers. I have purchased many items before and completed a rebate form with the purchase. NEVER have I ever experienced a company that seemed to me to be any more diligent in finding a reason to refuse the rebate.
First, I purchased a new video card from Newegg. It was manufactured by XFX. It was advertised to come with a free game download from this same company and also a $30 rebate. I received my order from Newegg. I installed the video card in my desktop computer. Then in order to get the game download, I was required to register online and then supposedly XFX would then send me a
code for a game download. I registered the video card and I got a error message that said that the video card had already been registered. I just purchased this video card new from Newegg so I don't
know what that was about. I emailed customer service about the error message and requested that I get the game download. I went through about 2 weeks of calling and emailing before I finally got the game download. It was a lot of time invested to get the game download. First, I don't know how this error message would come up with this registered item if it was new as described. I have to wonder if this was a return or a refurbished item. Still, if it was just a mistake in the system and it was quickly resolved then I would certainly understand. It did not turn out this way. I finally got the download that was promised.
Next the issue at hand now. The video card came with a $30 rebate. I received an email from the rebate processing company and not the manufacturer. This is the company that I dealt with regarding this rebate and when I write about the rebate, I am referring only to this company and not the manufacturer. I researched the name of this company and it came up as Helgeson. I sent the rebate form to XFX Rebate Center in White Bear Lake, MN. According to Rebate-Zone.com any rebate sent to White Bear Lake, MN means that the rebate company processing the requests is Helgeson. According to this web site, I believe that this information is accurate. I was extremely careful to read the rebate requirements and follow the directions exactly. The rebate requirements specifically stated to include either the invoice or packing list. I submitted the packing list as well as the original UPC, and a legible copy of the rebate form as required. Prior to mailing, I made a copy of the documents that I was submitting, as was suggested in the rebate paperwork. A brief time elapsed before I received an email with my rebate notification. The email was from the rebate processing company and not the manufacturer. This is the company that I dealt with regarding this rebate and when I write about the rebate, I am referring only to this company and not the manufacturer. I researched the name of this company and it came up as Helgeson. According to Rebate-Zone.com that is the correct information. The email stated that the rebate was received and was being processed. I have been told, stated that they had received my rebate and they were processing it. It had a link included in the email and I could click on the link to get the updated status. Some days passed by,before I went ahead and clicked on the link provided in the email notification received on the 8th of July.
This brought me to the website and showed me the current status of my rebate request form. The updated status stated that my rebate was returned on the 12th of July because I did not include my invoice. I then called the rebate processor to get additional information regarding this matter. I spoke to a representative who stated the same. I was told that I had not submitted the required invoice. The rep stated that they would send me back all the paperwork and I could include the invoice and
then resubmit. I was most appreciative. I did not have all my copied paperwork in front of me so I believed that the error was mine. I did think that it was a possibility that the rebates terms which are printed, are a surprise or secret to those processing the requests. I waited more days for the rebate paperwork to come in the mail. Meanwhile, I went ahead and located the paperwork that I had on this rebate. I had made copies of all the papers that I submitted. I was very diligent when I completed this form. I was careful to include all the documents. I thought that it was unusual since I had taken extreme care to ensure that the rebate was filled out correctly and all the documents included that I had somehow left out one of the required papers but mistakes happen. I simply thought that I had somehow left out the paper.
I pulled out the copies that I had made for the rebate form and then read where it stated under #4 of the conditions state the following: Mail the Original UPC barcode, a copy of your receipt, invoice or
packing list with purchase circled, and this completed offer form to the address below. The conditions listed on their rebate offer form specifically stat that I could submit the INVOICE OR THE PACKING LIST.
I had provided the packing list with all the other required paperwork. I still had a copy of the packing list stapled to the rest of the copied forms that I had retained for myself. They had confirmed on the phone
that they had received the packing list but made it seem like the invoice was also required. I didn't know any different because I did not have the documents in front of me. I now read that either the
packing list or the invoice is required but not both. Now, they tell me that they sent me the paperwork back in the mail on the 12th but of course, I NEVER got the paperwork, even though, today is the 29th of July. It is obvious that I will not be receiving the paperwork back in the mail. I suppose that this is the game that they play. It is hard to believe that they don't even know their own rebate requirements. I
don't believe it. I don't believe any of this is innocent now. I see this as a blatant effort to keep from processing the rebate request forms. Once, I realized that the error was their error and not mine, I
had to decide what to do.
Since, they had told me that the paperwork was already sent back to me, I decided that it would be easier to just wait to get the paperwork in the mail. I figured that if I called them about this that they would not be able to do anything since they had told me that they returned the paperwork. I thought what the heck, I will just wait for the paperwork, and then proceed from there. I would then call them and see how to proceed. I thought that I would either just include the invoice even though I had already included the packing list and return it or call them and discuss this with them after I received the document back in the mail.
I waited until today, June 29th but never got the documents in the mail. I am totally ticked off by now. This is stupid and just plain criminal in my mind. I go ahead and call the number for the rebate processor and discuss this whole situation with a lady customer service representative. I read the offer form to her and stated that I included a copy of the packing list with the completed form and other required documents. I read to her where it stated to include EITHER the invoice or the packing list. She acted like she was very confused. She said that the form was sent back to me. I told her that I never received it. It seems like there is just one problem on top of another. She stated then that she would have to request my file and that would take 2-3 days. I asked to speak to a supervisor and the she briefly put me on hold. She came back on and said that the supervisor was not available right now. She said that she could have the supervisor call me back and I left my name and phone number, figuring that no supervisor would return my call. Needless to say, I was correct. I did not get a call back this evening. I would make a bet with anyone that would take it, that I don't get a call back at all.
First, I can't get the game download that was offered. This was an extremely difficult process and I had to stay diligent in repeatedly contacting the company about the download or I would have never gotten
it. Secondly, I got a video card that said it had already been registered even though, I purchased it new from Newegg.com. Possible explanations for this is that it is either refurbished or a return that
was sold as new. These were issues directly dealing with XFX. Then I deal with issues surrounding the processing of the rebate. For these issues, I deal with the rebate company directly. I complete the form and submit it with all the required documents. I was told that the packing list was received but they still need the invoice submitted but that differs from the rebate offer paperwork which states that either the invoice or the packing list is accepted. I am also told that the rebate offer form and all my documents are sent back to me but I never receive them. I ask to speak to a supervisor and I am told that I will get a call back but I don't receive a call back yet. I find other reviews posted online that deal with the exact same situation.
It is then a never ending run around. I don't tolerate this. I will take the time necessary to report this company to the appropriate agency. I see this as being more than poor service. I will continue
with this matter until it is resolved. I know that many others out there have experienced this type of situation as I read the reviews. I have to say that I have completed many rebate forms and NEVER have I been so offended at the lack of service and total disregard for customer service and fulfillment of the obligation that I posted any negative review, let alone a complaint. This is my first. I am used to getting the run around when it comes to rebates. That is nothing new. To this degree however, is something unusual and way above what is acceptable. I expect to get what is due to me. I think that I am due much more than the $30 that the offer was for. They should not be allowed to do that. Too many people are spending a great deal of time and effort in trying to get what is advertised. They meet all the criteria and something else is found to deny them. I feel that this is highly inappropriate.
I can't believe that a company would be run this way and I hope that all the bad reviews or a report to the Department or Commerce and Insuranceor State's Attorney General would initiate some action against this company. I believe that the manufacturer is well aware of the negative reviews posted reagrding the rebates offers. They allow this rebate clearinghouse to continue processing the requests in this manner without any recourse. Both companies should be liable. It should not be allowed to simply push the blame on another company that works for you if you have been made aware of the situation. I do plan to get my rebate refund as I fulfilled the requirements and I am angry that this sort of situation happens frequently to people who can't afford it.
a/k/a Helgeson Enterprises
According to Rebate-Zone.com, if your rebate's mailing address is White Bear Lake, MN,
then this is your rebate fulfiller (regardless of what retailer or manufacturer your
rebate lists).Company Contact Page
Domain name: REBATE-ZONE.COM
Thomas Helgeson <-- company president
4461 White Bear Parkway
White Bear Lake, MN 55110
18567 East Gale Ave.
City Of Industry, CA 91748
Phone: (626) 912-9100
Fax: (626) 912-9122
Online Support: xfxforce.com