Bottom Line: Due to a technicality, I cannot get the $200 rebate I am owed, nor can I quickly get to anyone at InFocus to who has the authority to make an exception.
Details: I purchased an InFocus projector in January. It cost $669.99 minus a $200 rebate. I mailed the rebate forms on February 1. Prior to mailing, I had a family member verify that I had all the right information, and included the original label information.
It's now 3 months later and after a number of calls to InFocus, and after waiting weeks for them to recheck my envelope, it was finally explained to me that of the 3 barcodes on the box, I sent the wrong 2. I did not included the 12 digit product barcode. I accidentally sent the model number barcode instead of the product barcode. I did send the proper serial number barcode.
InFocus argues that without the product barcode removed from the box, someone could return the product and then 2 people could claim the rebate.
I explained that it's not reasonable to think that I could have returned the product since the barcodes I did send-in left a 3" by 3" hole in the box. I further explained that even if I could have returned this product, no one else could get the rebate because: 1) I cut the serial number off and sent it in 2) I registered the product right away. I offered to send them a picture of the projector in use at my house, but they said that wouldn't help.
I understand that technically I did not comply with the rebate instructions, but it's clear that I bought a projector from them and should get the $200 rebate advertised. I certainly would not have chosen this InFocus product without the enticement of this rebate. I also do not appreciate being handed from one person to the next who doesn't have the authority to do what I'm asking.
As a side note, I had a major product quality issue with this projector within the first week. I had to go through 5 levels of InFocus representatives to get to one who could, and did authorize my request.
I feel that when one purchases an expensive product from a reputable company, product service is part of the purchase. I keep asking specifically for someone who has the authority to approve my request, but they keep taking my name and having people call me who have no such authority.
I do not appreciate bureaucratic stalling and making me wait for representatives to call me back who do not have the authority to grant my request. I'll report back how this plays out.
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