December ordered a Christmas present @ the listed price $649.00. Additional incentive $100.00 rebate. I had printed the webpage with the promo offer because it was a limited time offer.in hindsight it was a good idea to have done this, cause little did I know I would need it later. Once the the special price is gone, the webpage is no longer available (and now it's your word against theirs).
Anyway... I was billed $699.00 on the email receipt of purchase. I brought it to their attention immediately that they had overbilled by $50.00. I do understand typos can and do happen. They said no problem and they would fix it immediately. They did not. Credit card billing arrived with the full $699.00 (plus taxes).
Shipment arrives 2 days late (no problem... It's Chistmas). But it arrived defective. It had to be returned for replacement (which they would bill to the credit card) and credit on receipt of the return. That process took almost 1 month. I sent UPC code from the original shipment as the rebate date was fast expiring and the replacement wasn't even delivered yet. I didn't want to get caught in the claiming a rebate nightmare... (which seems to happen all the time... Except for Staples... They do theirs in the store before you leave)...
In January (2 weeks late) replacement TV arrives, but no pick up for defective TV arranged. Another 10 days goes by. Finally I have a working unit...
Several calls were placed to have the overbilling issue addressed. A followup was never provided by Tiger to confirm it was completed. And it never appeared on the credit card.
March I got rebate confirmation that the "rebate had been denied". Several more calls to the tiger organization proved to be futile. They just never followed up or returned the calls.
So in May (Mid) I sent a letter (attn: Kyja) outlining the problems with: 1) overbilling of $50.00 plus taxes. 2) Denial of the rebate. I was advised it would be investigated and probably resolved within 10 days. No such luck though!!!
In June (mid) I contacted the organization to get an update. No update was available, so requested to speak to Kyja (the person I filed my written complaint with). She was off with an injury. I agreed to resend the file (but my patience is wearing thin). I sent the file again to attention of Dianna Gonzales. She confirmed that $50.00 overpayment was creditted, but not to "my credit card". It was sitting in Tiger Direct internal overage file. She agreed to transfer it to my credit card. On June 27, I confired this done (but no taxes were added).
In early July I again contacted the organization to get an update on the rebate. When I asked to speak to Dianna Gonzales I was informed she had left the organization. They wanted me to send the file again. Well!!! Needless to say... I lost it!!! My son could hear me in another country. And NO I refused to send the file again... Apparently there was no need for me to be yelling. It turns out my most recent contact (Gio) can find history on the system when my decibal level exceeds that of a freight train. She agreed to walk the file over to rebates and assured me a follow up would be made.
I got confirmation today be email that they are investigating my rebate request. That confirmation came in the form of a pre-drafted email which was sent to about 20 other email addresses (probably all having rebate issues as well). Do you think there may be PC security issues here? She should probably have used the BCC section to send this confirmation, but I really don't mind having the names of all the other people waiting for rebate settlements that day. Just makes for a stonger case.
So if you like red tape, and won't followup with your inquiries for billing disputes you'll likely loose your money you'll be delighted to do business with this organization. I (myself) am like a dog with a bone. I want my money and feel I am "MORE" than entitled to it... Compensation for my time... Well one could only hope... Ha.
If they are a reputable organization they need to clean up shop and provide better inhouse training on how to look after the customer. An escalation procedure wouldn't be lost here either. Customer service isn't in their vocabulary at this time.
Still waiting on that rebate!!! Oh... Plus tax on the $50... Ok interest would be good too.
Wendy
Cape Coral, Florida
U.S.A.
0 comments