HOFFMAN ESTATES, ILLINOIS -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.
I have been getting the 'run around' on a rebate of $150 that I have coming for a purchase of a Toshiba computer. The original date of purchase was Sept 1, 2003 with a waiting period of 6-8 wks for the rebate. After not receiving this rebate after the maximum period of 8 weeks, we were contacted by Best Buy advising us that we did not supply the proper information etc to receive the rebate. We challenged their position and they agreed that we were right and the rebate would be sent within 6 working days. After 2 weeks, I still didn't have my check. I contacted John Reed of Best Buy (who was the person that was very helpful in the beginning)told him of not receiving the check. He said he would stop payment on the first check, issue a new one that I should receive in 6 working days (they like that term '6 working days')A few days later the initial check did show up, however the date on the check was 5 days later than the date they told me it was mailed. After 14 days of waiting for the new check, I contacted John Reed to this affect. I asked that the check be sent Fed EX, UPS or whatever. He said he would take care of it immediately. Waiting another 5 days (no check in sight) I once again called John Reed. He told me the check was sent UPS overnight (this was on a Friday)and I should have it no later than Monday. No check! Back to the phone I went to reach John Reed. I called him at least 4 or five times leaving messages requesting he advise me of the status. I never talked with him again. Left a 'nasty message' asking him to act 'like a man' and do what was right!
My next action was to contact Customer Service. I asked to speak with a supervisor and that came about. Her name was Chrissy, she issued a case #4188671, connected me to Consumer relations and spoke with lady named Iana or perhaps Eana. She told me the check went out 9:22 that morning (12/23/03) UPS. She thought it may have been 'overnight'. I asked for a tracking number and she said the person that handled the shipment was gone for the day so she could not supply the number. Today,12/29, after six days of waiting for the 'overnight' I again contacted customer service, asked for Chrissy and I guess she went to Mars or Jupiter. I talked with Ken, Badge #3279, who issued a new case #4217331, connected me to consumer relations where I spoke with Tony ext 3945 who informed me that the check was sent via mail to my California address on Dec 22, 2003. Nothing was to be sent to California. Everything was to be sent to 931
Sweetflower Drive, Hoffman Estates, IL 60194.I am trying as hard as I can to 'keep my cool', be as professional and polite as possible It's quite difficult when you have been flagrantly lied to, put on hold for over an hour today and normally 15-25 minutes each time I have called. I can't tell you how many calls I have made for many of them were 800/888 numbers, but I do have a personal number that John Reed gave me and when I receive my current phone bill, I can retreive the number of calls made to Reed.
I can't believe any company doing business this way remains in business.
As a resolution, I would like the following:
Anything that can prevent these people from such practices.
Please contact me if you need more details regarding this incident.