Rebate Status Invalid x 2 OMG what a lie

[ilovedvrs]

OK, I got two Humax T800 80-Hour TiVo® Series2 Digital Video Recorder on Sept 6th 2005. Both from buy.com for $133.99 each. Figured they both would be free because of the $150 rebate. see:

9/6/2005 24127xxx $133.99 Complete Track Return
9/6/2005 24127xxx $133.99 Complete Track Return

Ok, i presigned up for the rebates, then when I got the units I filled out the rebate, cut out the UPCs and printed out each online receipt.

I made scans of all the forms I filled out then triple check each envelope (one for each tivo) to make sure they had rebate form/ UPC/ receipt. Everything looked good until today:

Rebate Status

Status: Invalid
Status Detail: Your rebate was declined, a postcard has been sent that provides additional information.
Invalid Reason(s): Missing: Purchase Date
Missing receipt
Missing: Purchase Location


this is for both Tivos!!! No way!!! what a scam. I positive I've done everything correct.

who else has been screwed on this rebate?

[c3]

who else has been screwed on this rebate?

Your question should be: Who else has been screwed on rebates?

Before people start blaming TiVo, this is a problem with rebate processors, not with TiVo. You may be able to resolve this issue with a phone call. Parago is better than other rebate companies I've dealt with.

[dswallow]

I had a similar experience with a Vonage rebate. They declined it stating "Item was purchased from a non-participating retailer".

One phone call to complain and they ask me where I purchased it. I said "Staples". They said OK, that's a participating retailer and that I'd receive my rebate in about 2 weeks.

Apparently seeing the Staples logo and text on the receipt that was copied and mailed as part of the rebate just doesn't qualify as identifying the place of purchase.

Idiots.

[RoyK]

Your question should be: Who else has been screwed on rebates?

Before people start blaming TiVo, this is a problem with rebate processors, not with TiVo. You may be able to resolve this issue with a phone call. Parago is better than other rebate companies I've dealt with.

On the contrary the problem IS SQUARELY with TiVo. The rebate processor is their agent but TiVo bears the responsibility for their action! The rebate issues has been a disgrace for TiVo for a very long time now and it's about time that they did something about it!!!

[c3]

On the contrary the problem IS SQUARELY with TiVo. The rebate processor is their agent but TiVo bears the responsibility for their action! The rebate issues has been a disgrace for TiVo for a very long time now and it's about time that they did something about it!!!

Technically, TiVo is responsible for the rebate, but not being able to process rebate submissions correctly is caused by the rebate company, not TiVo.

[Blurayfan]

AFAIK TiVo is now using the rebate company that members of this forum recommended.

[stevel]

I see this occasionally with many different rebates. They don't have the most highly trained, paid or motivated workers processing the submissions. It's good that you scanned in all your documents - resubmit them and you SHOULD be ok.

[Dan203]

Actually I had this happen once. ALl I did was call the 800 number. After about 2 minutes on hold, and a 5 minute conversation, my status was changed to approved. No need to resubmit documents.

Dan

[Lee L]

I still think the rebate companies just automatically deny a certain percentage, then reinstate those who call in.

It would be interesting to see how the contract is structured to see if there is a benefit to the rebate processor to do this or the originating co.

I have actually started taking a picture of everything laid out on my desk, printing it and placing htat in teh envelope with a note telling them that since I have everything, not to deny my rebate. It has worked the last couple of times I did it, but I am not exactly a rebate maven so whoknows if that is just a coincidence.

[davezatz]

I still think the rebate companies just automatically deny a certain percentage, then reinstate those who call in. It would be interesting to see how the contract is structured to see if there is a benefit to the rebate processor to do this or the originating co.

In practice they may deny a certain percentage of valid submissions, but I would be willing to bet it is not documented anywhere. That would be cause for some sort of lawsuit I'm sure! Not that I've ever been a lawyer or even played one on TV. :) More likely mistakes are due to human error- probably poorly paid employees who don't have a huge incentive to be precise.

I generally make a photocopy using my scanner of a rebate slip, receipt, and UPC as proof... and then forget (literally) about the rebate, so my proof doesn't matter much if I don't remember that I'm waiting for a check. Maybe I need a PDA to track these things.

[azitnay]

Eh, just paperclip all the stuff together, and stick a post-it on top with the day you sent it in and the day you expect the check. I've been doing that for many, many years, and have yet to lose out on a rebate (though one stubborn one did require a call to my credit card company to partially dispute a charge).

Drew

[Stanley Rohner]

On the contrary the problem IS SQUARELY with TiVo. The rebate processor is their agent but TiVo bears the responsibility for their action! The rebate issues has been a disgrace for TiVo for a very long time now and it's about time that they did something about it!!!

The problem IS SQUARELY with the reabte company, not TiVo.

[zoma4]

I'd suggest sending a PM to TivoLiz or TivoOpsMgr. They will probably be able to help you out.

[jimnoblett]

The problem IS SQUARELY with the reabte company, not TiVo.


I don't think CompUSA would agree with that. (http://www.msnbc.msn.com/id/7160072)

:)

[c3]

I don't think CompUSA would agree with that. (http://www.msnbc.msn.com/id/7160072)

There is a difference between being responsible for a rebate (TiVo) and causing rebate issues (rebate company).

[Crrink]

I know that when I failed to get a rebate for a Philips CD/RW drive I bought the FTC brought action against Philips, not against whoever the rebate house was. The check I ended up getting was from Philips as was the apology I received.

That being said, you should generally try contacting the rebate house first. Most of the time they can correct whatever errors they have made and get your rebate processed. In this specific instance as previously mentioned TiVoOpsMgr and TiVoLiz have been extremely helpful on rebate issues in the past, so you might try contacting one of them if you don't get a timely response from the rebate company.

[jimest]

I have been screwed out of at least 3 rebates over the years, a "zip drive" rebate, a "CD burner" rebate and a "Vonage Linksys router" rebate. What happens to me after sending them in I never hear anything back, no denial, no postcard, nothing and when I check on the rebates they have "no record" of it.

For the most part I probably have received most of the rebates that I submit but I am always a little skeptical when I send them in.

Jim

[ExcelGal]

I've gotten burned on a couple of rebates also. So now I copy everything and, if it's a large rebate ($50+), I use delivery confirmation or return receipt. It's a couple $$ more, but worth it if I use even one to dispute a rejection.

[Dan203]

I have never gotten burned on a rebate. <knocks wood> In fact the only one that has even had an issue is the one I mentioned above and it was handled with a quick phone call. One thing I always do is I staple everything, including the UPC, together so that they can't claim they're missing a part of the submission. If they have one part, they've got them all.

Dan

[badcrc]

I just had a rebate (not tivo related) denied because of invalid purchase date, and after a 2 minute phone call I was magically approved. This has happened to me at least half a dozen times over the last few years. Reasons vary but are mainly missing receipt, missing upc, not original upc, invalid purchase date, etc. I've had them say the UPC was missing when I had stapled/taped it to the receipt.

Probably the most ridiculous incident was a company that claimed I sent in a copy of the UPC code instead of the original. I called them and they wanted me to send in the original UPC code, which of course I didn't have because I sent it to them, so they said I could send a COPY of the UPC that I scanned. Somehow a copy of the UPC made the rebate valid, but the original wasn't good enough.

Since I've been doing these rebates heavily for the last 5 or so years, I'm convinced they purposely fabricate problems so they don't have to pay out so many rebates. I meticulously keep scanned copies of my receipts, rebates, and UPC codes, and a log of when I purchased something with a rebate and sent out the rebate, and I always attach the UPC to the rebate form or the receipt so they can't say I didn't send something, but they still do!

Make copies of everything you send and call them up when there's a problem, that's all you can do, because they are trying to screw you on purpose.

[Lee L]

In practice they may deny a certain percentage of valid submissions, but I would be willing to bet it is not documented anywhere. That would be cause for some sort of lawsuit I'm sure! Not that I've ever been a lawyer or even played one on TV. :) More likely mistakes are due to human error- probably poorly paid employees who don't have a huge incentive to be precise.



Iwas thinikng more along the lines of whenther the rebate companies "bid" to handle the rebates on products by giving them a cost per unit to fullfill. Lets say the rebate is $100a and companies are trying to get teh business. Does one place a bid of say $100.50 per rebate or maybe even below the actual cost leaving the onus on the rebate co to try to deny some so they actually make a profit?

[Spinniker]

I sent in TWO rebates independent of each other , TWO WEEKS A PART and huh? either got there....

So I e-mail them and they say to fax them the info. I told them to email me when the fax comes through.....still waiting

[TiVoPhish]

The goal of rebate companies is NOT to fulfill the rebate... trust me on this. That's why they make it as difficult as possible. Companies always benefit from rebate offers because a high percentage will 1) never send the rebate paperwork in at all because they can't be bothered 2) will not do so correctly and 3) will not make photocopies of all their CORRECT paperwork - having no proof they did so.

That leaves a very small percent who do everything right and decide the paperwork is worth it. Of those, a certain percentage will be rejected because of errors, because the retailer wasn't authorized to sell it in the first place, or just because the rebate company's employees are getting insentives to work quickly (not pay attention) OR insentives to actually deny as many rebate applications as possible.

ilovedvrs: if you have photocopies of everything call the rebate center or TiVo, be ready to fax all your stuff, and refuse to take no for an answer. Unless you're missing the right paperwork or didn't buy from an authorized dealer, you are 100% entitled to the rebate money back... so don't let them get away with saying no.

Good luck!

[angra]

given the OPs longstanding posting history of entirely negative things to say about Tivo, I wonder why he would buy two more.

[Spinniker]

TiVoPhish : So, do you have a phone number for the rebate center?

[TiVoPhish]

I don't have it because I never did a TiVo rebate... I was referring to rebates in general.

If you have photocopies of all the forms and such, I'd imagine you might find the number there. If not, call TiVo directly and they should be able to get you to the right person, or give you the contact info for the right place.

[c3]

The goal of rebate companies is NOT to fulfill the rebate... trust me on this.

Of course. Otherwise, there is no reason for them to exist. Other people messing up their rebate submissions is why many people can buy items at ridiculously cheap prices. I have received many thousands of dollars in rebates and will continue to purchase items with rebates. Just pay attention to details and keep good records.

There is no point in addressing ilovedvrs. I don't think that person visits this forum any longer.

[TiVoPhish]

Of course. Otherwise, there is no reason for them to exist. Other people messing up their rebate submissions is why many people can buy items at ridiculously cheap prices. I have received many thousands of dollars in rebates and will continue to purchase items with rebates. Just pay attention to details and keep good records.

Totally agree. I recently bought a big ticket item with rebate offers. I don't COUNT on getting that money back, and don't consider the cost of the item the rebate cost until I actually GET the check, but there are good offers out there that make it worth the effort.

There is no point in addressing ilovedvrs. I don't think that person visits this forum any longer.

Oh well. ;)

[TiVoStephen]

Folks, for anyone experiencing a problem with a rebate, please visit this page to find the contact number:

www.tivo.com/rebate

For most of you, the rebate was the one from the period 11/28/05 to 1/7/06; if so, please contact the TiVo Rebate Center at 888-641-4128.

If you have contacted the rebate center but still have an issue, please send me an e-mail (estephen@tivo.com).

Just one comment on the speculation in the thread: I have worked with rebate vendors while at TiVo and previously. In no case does a rebate vendor ever offer to turn down a certain percentage of rebates or talk about that as a selling point. Our instructions to our rebate vendor are explicitly to qualify as many applications as possible (within the terms of the rebate) and to give the consumer the benefit of the doubt.

It is true that we are using the rebate vendor that received the highest recommendation from forum users. We have used three different rebate vendors, and the one we're using currently is viewed as being most responsive in consumer surveys.

While our rebate vendor does handle the responsibilities of tracking applications, qualifying applications, and fulfilling the check, ultimately we know that we're responsible for the overall experience. We hope that you do not have any issues in getting your rebate. If you have any feedback, please let me know.

Best regards,
Stephen

[c3]

It is true that we are using the rebate vendor that received the highest recommendation from forum users. We have used three different rebate vendors, and the one we're using currently is viewed as being most responsive in consumer surveys.

Parago would be my recommendation as well. People who complain about Parago probably have not dealt with other rebate companies.

[PThor]

TiVoOpsMgr,

Thanks for stepping up to the plate. It is impressive that a company would listen to its customer's preference for rebate handling as well as intervening when there is problems.

Thanks!