Consumer Corner: Rebate Problem

Provided by the Bucks County Department of Consumer Protection:

Q. I recently purchased a phone which the company had advertised came with a rebate of $10 using the company’s mail-in rebate form.  I sent in the required information to the address on the form.  It was returned to me (in the post office’s plastic bag because the paperwork had been damage through the mail) with a note that stated that the P.O. Box I used was closed.  I called the phone number on the form which directed me to a website for the company.  The website provided the option of allowing me to email a customer service representative.  I e-mailed them explaining the problem and she then gave me another address in order to re-submit the paperwork.  I sent it all in, including the note from the post office, explaining why it was past the deadline.  So far I have not heard back from the company nor have I received my $10 rebate.  On November 9^th I e-mailed the customer service person again and I have not received any reply.  Is there anything that can be done? – D.D., Richboro

A. Bucks County Consumer Protection has mailed out a consumer complaint form to you to fill out and send back to us so that we may try to mediate for you with the company for the rebate.  We would like to also inform consumers that, at times, rebates can be more trouble than they are worth. Our advice; don’t be lead to buy merchandise just because it has a great rebate.  The instructions have to be followed very carefully.  Usually they require that you send in the original UPC, sale receipt and the rebate form and there may be additional instructions as well.  Make sure that the instructions are followed, because if one thing is missing or you send a copy instead of the original when they ask for it, the rebate could become void.  Make sure you keep copies of everything you send in.  This would be the only proof that a consumer would have if the company states there was a problem with the information they received.  Also, in most cases the paperwork must be sent to the manufacturer or retailer within 30 days of the purchase.  (Check the time frame, as they can vary.)  If it is a large rebate the consumer may consider sending the forms in to the business by certified mail.  This way it can be tracked and you will know for certain that it was received by the company.

For additional consumer tips and informational brochures please visit us at http://www.buckscounty.org/government/CommunityServices/ConsumerProtection  or you may email an investigator at consumerprotection.co.bucks.pa.us or call 1-800-942-2669 for any consumer related questions or concerns you may have.