Bottom Line: Due to a technicality, I cannot get the $200 rebate I am owed, nor can I 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. So far, for this issue I have talked to 4 levels.
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, lack of a reasonable explanations 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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