On 4-19-02 I purchased McAfee VirusScan 6.0 at Frye's Electronics in Austin, TX. The product came with a $30 rebate offer. I immediately mailed the original UPC code, the rebate coupon, and a copy of the original dated receipt as requested. I mailed them in between the dates noted of 4-17-02 and 4-23-02 to qualify for this rebate. The rebate form advised to allow 6 - 8 weeks for delivery.
On 7-22-02, over 12 weeks after sending in for the rebate, I had not received it. I called the rebate telephone number (1-800-836-8756) and spoke with "Scott". He told me there was nothing in their computer to show any record that they received my rebate information. (Convenient, huh?) Since I kept copies of everything, he told me to fax all of my documentation in. I immediately faxed in this information.
The following week I called again to check on the status of my rebate (rebate #525033). I again spoke to "Scott". He told me that now my rebate information was in their computer and they denied my rebate since they hadn't received it during the required dates. I asked to speak with his supervisor to find out if they would honor a good customers rebate as they should. "Meredith" told me that she and "Scott" actually work for CoAms, the third party company that McAfee hired to handle the rebates. She told me that McAfee has the final decisions on the rebates and that there was nothing she could do. She wasn't the most pleasant person to speak to since she continually interrupted me.
I then called McAfee customer service and spoke to Mark Carley (direct line 972-619-7702). He confirmed that CoAms was hired by McAfee to handle the rebates but disagreed with "Meredith" by saying that CoAms is actually the final decision makers regarding denial of rebates. He told me that he would email CoAms on my behalf and ask that they honor my rebate.
Today, 8-19-02, I called CoAms and spoke to "Chris". She told me that they are still denying my rebate. She did state that there was nothing in their comments section of the computer to show that they received any email from McAfee asking them to honor my rebate.
I can't find a more productive way to rip off a consumer. Obviously, all they have to say is that they never received the rebate information. While they certainly shouldn't be held responsible for mail that is lost, neither should the consumer. I did everything that I was supposed to do and there is no logical explanation why they can't honor my rebate after they claimed not to have received it initially, then I faxed it to them.
Thankfully, I'm only out $30. It was interesting that when I mentioned Ripoff Report, CoAms could not have cared less. I wonder if they thought I was bluffing. Well, I wasn't..... In the future I will NEVER purchase products with rebates unless the address to send the information to is a physical location (not a PO Box) that I can send in everything certified, return receipt requested.
Thanks Ed and ripoff report for all you do!!!!