On December 9th I purchased a cable modem from Broadbandoffers.com. The reason I purchased this order is because I saw an ad for the modem for $89.95 and an $89.95 mail in rebate. After placing my order online I printed out the mail-in rebate forms as instructed, which were required for rebate along with the barcode from the box, copy of my first cable bill and the shipping invoice (that would come in the box. I was prepared to send the rebate the moment my product arrived.
Approximately a week later my package arrived and after testing to make sure the product worked (after about five minutes) I began to gather everything into the envelope. I cut out the Bar Code as instructed but the problem was that there was no shipping invoice or any other kind of paper in the box I had received.
I then got on broadbandoffers.com to look for a support number that I could call to try to get the issue resolved. I was not able to find any support number, I was only able to find a FAQ's section.in the FAQ's section, right away I found:
Your shipping invoice is a necessary part of your rebate submission forms' accompanying materials. It acts as your store receipt and contains your shipment information, including your ship-to address, order number and purchased product. You will find this invoice included with your cable modem packaging.
Please hold on to your shipping invoice. We're sorry, but we're unable to reproduce the original.
I figured I was still okay because they hadn't sent me the invoice, so maybe they would find it and ship it to me separate. I also had emails directly from broadbandoffers.com that had the shipment information, including your ship-to address, order number and purchased product'. Printed out both of the emails, figuring they had the information they would need of they weren't able to get me the original shipping invoice.
After gathering all of the information and even sealing the envelopes I was a little weary of sending the original barcode and losing it forever. So I attempted one last effort and replied to the email address that I had received the order confirmation from.
The first email I sent:
I received my modem and I am missing a packing slip like you require for rebates, I just opened the box about an hour ago and the only two things in there were the modem in the box and the cox fast connect kit in the box. I noticed on your website it says that it is needed because contains your shipment information, including your ship-to address, order number and purchased product. Is it possible to print out the email order confirmation I received from you (that contains all that information)? If not, what do I do?
A few hours later I received this email in response:
We're sorry but every order is packed with a shipping invoice. Since the invoice is created at the time of shipment we are not able to create a duplicate.
Sincerely,
Sam
Customer Service
BroadbandOffers.com
I immediately responded with:
Hi Sam,
I can guarantee that there was no paper in the box, everything is sitting right in front of me just as I opened it. Just the two boxes as I stated before. Are you telling me that you will not allow me a rebate because you did not pack a shipping slip? As stated before, I have all email communication with all of the information the website said was needed - I can print those and send them in place? If not, is there any other option?
Upon which I received this email an hour later:
We're sorry but every order is packed with a shipping invoice. Since the invoice is created at the time of shipment we are not able to create a duplicate.
Sincerely,
Sam
Customer Service
BroadbandOffers.com
This was the exact same email I had received before. So I replied:
Sam,
That is the exact same message you sent me before and it didn't seem to answer my questions. I guess if I cannot receive my rebate I would prefer to return the equipment. What do I need to do to return it?
I then received this response:
We regret that you've decided not to take advantage of this exclusive on-line offer.
Please note that per the terms & conditions and the return & cancellation policy, once you place your order, it is processed immediately, therefore, it cannot be cancelled — refunds are only available upon the accepted return of the item by Broadbandoffers.com. Items must be returned within 30 days of the modem purchase with all hardware, cables, software and manuals that were included in the package, in the original manufacturers box. A $25 restocking fee will apply to any returns received after 30 days from the date of the modem purchase. Physically damaged items cannot be returned for credit. Any item returned without the original packaging will be subject to a $35 charge.
Please send your modem returns to:
* Broadbandoffers.com
* Attn: Returns Department
* 7523 South Lake Parkway
* Jonesboro, GA 30236
Please note that once you have returned the modem, you will no longer be eligible to receive the rebate. If the modem is received within 30 days of the original purchase date, your credit card will be refunded in full, excluding shipping and handling. We're sorry but returns after 90 days are not eligible for a refund or replacement.
Sincerely,
Lois
Customer Service
BroadbandOffers.com
Since I had already cut out the barcode they wanted to charge me $60 to return it - along with my shipping cost of $9.99 and another $9.99 to ship it back! I couldn't get past anything but automated responses so I decided to try one last time to resolve the situation:
I dont understand why I can't get someone to actually look at my emails without an automated response. I don't see how it is fair that you will not process my refund when it is your companies fault i did not receive a packing slip. And I should be charged $20 if I decide to return it because of your error. Or $100 if I were to keep it! Is there no other solution? And please, an email response with 'customer service' in mind would be something I would appreciate.
Three days later I received this response:
We're sorry but every order is packed with a shipping invoice. Since the invoice is created at the time of shipment we are not able to create a duplicate.
Sincerely,
Sam
Customer Service
BroadbandOffers.com
This is the EXACT same message I received in the beginning! I believe they purposefully did not include the shipping invoice so they would not be responsible for the rebate. I Googl-ed their company name and found that the first page of results were filled with complaints, consumer complaintss and fraud alerts. I feel they are trying to scam me out of $100 and request a reverse charge on my credit card on the basis that all the goods promised were NOT shipped (being the shipping invoice, in this case worth the rebate of $89.99).
Before submitting this letter I attempted to contact Broadbandoffers.com via the phone number that I found on my bank statement. Before I could get my story out I was placed on hold, being told to please hold for one minute' and remained on hold for 45 MINUTES! I ran out of patience and hung up. I attempted to call back approximately 6 hours later - I was placed on hold once again and this time only waited 15 minutes before hanging up and completing this paragraph.
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