Updated: ACCC slaps HP with cash-back changes
- 03 July, 2009 11:53
- Comments 11
The Australian Competition and Consumer Commission (ACCC) has forced HP to change its cash-back and gift promotion systems.
The change comes after the regulatory body received more than 190 complaints about the technology vendor’s delays in providing the promised rewards for PC and printer purchases.
The ACCC first approached HP about the issue in late 2008 and said the vendor had cooperated fully by implementing a voluntary and approved change to its systems.
According to the ACCC, HP has created a new claims procedure, included clearer timeframes for the scheme, implemented a new complaints system and updated its website to specifically include information for scorned cash-back customers.
“Cash-back offers are popular with consumers, so it is very important that companies making such offers treat consumers fairly,” ACCC chairman, Graeme Samuels, said in a statement.
“The ACCC will look to enforcement action where it considers a trader has engaged in misleading or deceptive conduct in relation to cash-back or prize offers and is unable to resolve the ACCC's concerns.”
According to a statement released by HP, the vendor dumped its previous third-party service provider as part of the solution.
"We have moved to a new service provider, Crossmark, for the management of reward fulfilment, and have worked with them to develop an online claim process," the statement said. But despite the changes, the vendor admitted the average cash-back submission will take 40 days starting from when the payment is validated by HP.
"HP has a policy of 75 days as the maximum period for cash-back claims to be fulfilled, if the customer has met the promotion requirements," HP stated.
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Comments
rod
Clayton's Cashbacks
<strong>GOOD MOVE, ACCC!</strong>
Australia Post isn't perfect ... we all know that mail occasionally vanishes without a trace ... but HP has fobbed me off TWICE with the same "proof-of-purchase not receieved" story.
There will NOT be a third time ... my company will never buy an HP product again!
Anonymous
Hooray for Acer!
I purchased an Acer product and had no issues. The cheque came as promised looks like HP are a bit dodgy!
Kevin
If you treat me like that -I'll take my cash elsewhere :)
WOW, August 08, happened to me, called HP, emailed HP, complained to Dick SMith.....NO ONE CARED...Thanks ACCC. I will complain to them in future so something can happen, thanks to those who complained for inspiring me too not sit back in future.
dhrd
HP did it to me too!!!
Not only did they advise they didn't receive my posted documents following my having emailed everything, they advised promotion had ended. After voicing my disgust and confirming I would tell everyone NEVER to buy HP, they agreed to pay the cash back provided I yet again emailed all the documentation. I did this but still never heard back. Will never purchase anything again with cash back or similar promotion. If they can't discount it at point of sale, they can keep it. I still will NEVER buy HP again but am pleased the ACCC had intervened and hope future customers of HP have better luck than I did.
Anonymous
Wow
190 complaints... Looks like it might be the tip of the iceberg. I wonder how many other disgruntled customers out there that didn't complain officially - like the first two comments above.
I have had no major complaints about HP, but this has lowered them significantly in my estimation.
Promotional backfire!
Anonymous
Wow
190 complaints... Looks like it might be the tip of the iceberg. I wonder how many other disgruntled customers out there that didn't complain officially - like the first two comments above.
I have had no major complaints about HP, but this has lowered them significantly in my estimation.
Promotional backfire!
michael
I bought a Panasonic Plasma which had a Nintendo Wii by redemption. I think it was November 08 or early December. Luckily we chose not to count on this turning up for xmas for the kids. It took 2 months to show up too.
I don't mind if things take a while to show up, But my issue is that the advertising works very hard to hide this fact.
Anonymous
Got mine in 10 days. Guess I was just lucky then.
Anonymous
Cash Back Scam
"According to a statement released by HP, the vendor dumped its previous third-party service provider as part of the solution".
"We have moved to a new service provider, Crossmark, for the management of reward fulfilment"
So that makes it better then?
What about CashBack money still being withheld by their previous provider, CHEMISTRI?
A scam is still a scam.
A-Z
Hp printer fuel voucher scam?
I bought a HP all in one printer few weeks ago, try to catch their current fuel voucher offer.
Soon as I got home, I registered the product and my details online as a first time vistor, no problem. Then I followed the procedure to login my new opened user account to fill out the online claim form. But the login page keep kicking me out with a reason of invalid user id or password. That is insane!!
I emailed hp twice for help, they sent back a generic e-mail which offered no help to my points at all. Then I registered as a first vistor again, using new e-mail and user id, password, all the way was fine. But when I come to re-login my account webpage, the same story happened. invalid user id or password... That means I will not be able to access to my account to fill out the online claim form!!
Having read the comments about hp promotion. I can't help to wonder if hp is doing it again, in a new way to bar the online claim form accessble to claimers. Do any one have the same experience?
Freedy
I was scammed also. Entered all my info online and sent POP, but never heard anything. I contacted them 6 months later, but was told that there was no record of my submission, and that the offer had expired. We now purchase non-genuine toner for our printers.
A loyalty scheme that drives customers away.
Not too smart HP.
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