When my HP printer broke down I called HP customer service for technical support. The rep told me the unit probably couldnt be fixed, and offered me a good price on a refurbished unit. She said I would also get an additional $50 rebate if I sent them the old broken unit. She sent me a prepaid shipping label, along with instructions for labeling my package. I saved my tracking numbers. After a few months I didnt see any email from HP, refund on my credit card, or rebate in the mail, so I contacted HP. Each person I talked to had a different explanation of what had happened. The rebate department told me too much time had expired on my rebate, and it was too late for me to claim the rebate. HP customer service told me the original sales rep had made a big mistake and rebates were only available on new printers, not refurbished. Finally I talked to Rob W., a case manager who apparently had the authority to correct this error that someone at HP made. He told me there was no rebate, I already got a reduced price on the refurbished model and sending my broken printer to them was just part of the deal. He could not give me the $50 rebate, all he could offer was an additional warranty on the refurbished unit (which is currently not working and waiting on parts).
While someone with HP may have made an honest mistake, the final handling of this issue by Rob W., with full knowledge of previous events from notes typed in my account log, is unbelievable. I spent 4 hours on the phone with HP this afternoon, which wasnt worth $50 dollars, but being lied to and defrauded made me need to pursue it on principal.
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