Those Darned Rebates
If you have purchased software in the past few years, you have probably seen the rebates forms that are proliferating. I recently purchase Norton SystemWorks 2005 and Norton Internet Security 2005. Each of them had rebates available if you had owned previous versions. The forms were filled out diligently and sent in to get the $30 each back. After over four weeks, I got two postcards. Each specified they were regarding SystemWorks, but it was pretty obvious that the company processing the rebates had made a mistake. Each claimed the receipt supplied was invalid and one claimed I didn't provide proof of purchase. I can assure you I did provide proof of purchase, it was just for a different product that they mistakenly entered. After a 15 minute phone conversation with "Cindy" at the rebate hotline, we got the receipt problem solved and one of my rebates is on the way (in 4-6 weeks). But they claimed I was out of luck on the other one because I didn't know the code from the rebate from that I had mailed them. Duh, I mailed it!
Of course, I'm sure many of you have similar rebate stories. I know some customers just assume they'll never get the rebate and base their buying decisions on the price paid, not the price after rebates. I obviously don't think that is fair to honest users of the products who are just wanting the discount for being existing users. So I called and spoke with my press contacts at Symantec to discuss the situation. I'll call my contact "Doc". He was very helpful and very disappointed in the process. He didn't question that the people processing the rebates had misentered my Internet Security rebate. While I'm very appreciative that this will solve the problem for me, I continued to discuss what could be done to make this process easier in the long run for other consumers. I do believe that Symantec has improved from previous years and I do believe they'll continue to improve. But would it be too much to ask for them to offer an "upgrade" version of the software at an already discounted price?
Of course, I'm sure many of you have similar rebate stories. I know some customers just assume they'll never get the rebate and base their buying decisions on the price paid, not the price after rebates. I obviously don't think that is fair to honest users of the products who are just wanting the discount for being existing users. So I called and spoke with my press contacts at Symantec to discuss the situation. I'll call my contact "Doc". He was very helpful and very disappointed in the process. He didn't question that the people processing the rebates had misentered my Internet Security rebate. While I'm very appreciative that this will solve the problem for me, I continued to discuss what could be done to make this process easier in the long run for other consumers. I do believe that Symantec has improved from previous years and I do believe they'll continue to improve. But would it be too much to ask for them to offer an "upgrade" version of the software at an already discounted price?
posted by Foster D. Coburn III at
2:15 PM
4 Comments:
I share your frustration and high blood pressure with Symantec Rebates. I send in ALL the necessary forms. I never get the rebate. I follow the instructions and they never send the money as promised. Look up the word SCAM in the dictionary.
Funny - I don't seem to have any problems with rebates (aside from the annoyance of the whole concept). I make copies of EVERYTHING before I mail it. I keep a record of the date mailed and the date when I should expect to receive it. But almost always the rebate shows up long before the 6-8 weeks promised.
Maybe I'm just lucky.
Same problem for me ... got post cards stating I didn't send the information and proof of purchase. I had sent the proof of purchase and had a missing box flap where it was located. So I wrote a letter directly to the Symantec CEO ... I got a rebate check in 10 days.
I noticed bloggers aren't enthused about Symantec rebate programs - with GOOD reason. Ever since Symantec took over Norton they seem to play a nasty rebate game. Every single year since the takeover I have had rebates refused for "missing information" - a re-submission address is given on the rejection form. Upon sending a COPY of all the material in the original submission accompanied by a NASTY letter, the rebate is usually forthcoming. NOT THIS YEAR. I submitted a dual rebate request for a dual package (NSW and Firewall) with promised rebates on $30 and $40 (the latter for purchasing the package through Outlet.com). The second was rejected. After much email communication Symantec finally agreed that all the material necessary had been submitted and the claim was valid - then issued a $30 check (NOT $40) for the rebate. So far I have been unable to get these idiots to understand that they've miscast the rebate despite quoting chapter-and-verse on reference numbers. I finally wrote to Symantec CEO, but - NO RESPONSE. Apparently they now employ TOTAL IDIOTS at their rebate processing center and their management doesn't give a S*** about customers. When the current license period of Symantec products expires I'll be voting with my feet and I'll be bad-mounting Symantec at every opportunity.
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