My wife bought me a 4 items from TigerDirect for the holidays and I am unable to obtain an invoice in order to complete the rebate submissions for a value of $120 on a $215 order.
First, on Thursday, I went to the website and found a feature that sends a copy of the shipped invoice to the email address 'of record'. I click on the button and it says the email was sent. That is a lie. I used this function 3 times and the email was never received.
I adjusted the spam settings on my wife's email so that no 'spam' would be blocked in case it was being blocked and tried again a couple times. Still no invoice by Monday.
I called customer service on a Monday about 830am (for the sake of brevity I will leave some detail out here). I waited on hold for 35 minutes and hung up. I tried later at 10:51am and was on hold for 13 minutes only to reach a very apathetic indivdual. I indicated all the difficulties that I went through and patiently and politley explained how difficult my experience had been. No apology.
I asked for an invoice to be sent to a different email account due to the problems I had had with the previous attempts. He (Enrique) says that it has been sent. Where? I asked. To the address of record, he says. Thinking that perhaps my wife had provided the wrong email address I asked him to repeat the email address 'of record'. It was correct. Despite the fact that this was the address of record I am not able to log into tigerdirect.com using this account name. It says that it does not exist.
I told him that I have not received any invoices at this address and asked again for it to be sent to a different address. He paused reluctantly and I gave him my email address and he said he sent it. I asked him to repeat my new email address and he did. I indicated that I did not want to hang up with him until I received the invoice and he said that it would take 2 hours or more. I checked my wife's mail and it wasn't there. He said that if it doesn't arrive he doesn't know what is wrong.
I said then that if my problem was not resolved that I would be contacting my attorney general and better business bureau. He replies that I should just return everything and not be like that. I suggested that since he works in customer service (as I do) that it is important for him to know what his customers' experience is and I am merely relaying how difficult it is and where I feel I must then go.
I got the invoice in my mail. It is BLANK. I am not sure if that was a mistake, a joke or another lie. I was able to reply to his email asking for a populated invoice and I received no reply from him. It has been over 24hours since I did that. I called at 12:51am eastern time (can't imagine they are that busy, BUT received a message that there was high call volume and suggested going on the website) and stayed on hold til' 1:25am and hung up. I called again at 1:28am and at 1:40am it rang and hold 'music/messages' stopped. At 2:12am I was hung up on. It is a lie that the phone will even be answered.
These rebates need to be postmarked by certified mail on 1/15 in order to meet the IMPOSSIBLE terms of their rebate guarantee (cough!).
I work at a multi-billion dollar company in IT. My coworkers buy from TigerDirect as well. I belong to many Computer user groups. I know businesspeople who sell computers using parts from TigerDirect. Unless this is solved promptly and to my satisfaction I will urge them all to shop elsewhere. I will contact my Attorney General.
TigerDirect.com has created a rebate program that is IMPOSSIBLE to fulfill. It is a difficult process to complete if you do it all right and it works. It doesn't. From my experience, it is an elaborate illusion of service and guarantees that leads nowhere. If other people are having as many problems getting a shipped invoice, I believe that this is a serious case of fraud and collusion with other companies to boost revenues by as much as 100% (more in my case).
David
Springboro, Ohio
U.S.A.
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