Complain about a product or service

CompuServe Rebate Program

Lots of customers have waited many months for their CompuServe rebates. A lawsuit filed in Florida seeks payments of interest and penalties.

Rhea of Richmond Hill, NY writes:
Last November I purchased a computer,that I would not ordinarily be able to afford, from Value America because of the promise of $700 worth of rebates. The largest rebate was supposed to be from Compuserve, an internet provider, for $400.

It was necessary to submit the rebate forms along with a proof of purchase of the computer within 60 days in order to collect the funds. I did not, however, receive a receipt despite the fact that I made several attempts to acquire one through e-mail correspondences and phone calls to Value America. I found out from Compuserve that a credit card receipt was not a sufficient proof of purchase. Hence I am unable to collect any of the $700 worth of rebates that were promised in the advertisement that induced me to buy the computer.

Kim of Cocoa, FL, writes:
In July of 1999 my boyfriend and I purchased an E-tower 366c from Office Depot. We paid full price and were given information on the $400 Compuserve rebate. We carefully filled out the form and sent in the photocopied receipt promptly after signing up for the 3 year contract on my credit card. Our friend purchased the same computer around the same time and did the same thing. He received his rebate check in Oct.

Two weeks passed, no check came to us so we called. After a very long hold we were told that their records indicated that we had received an instant rebate at Office Depot.We told them that was untrue and the CSR said she would give that info to her supervisor.

A week passed and we called back, this CSR mimicked the lasts conversation. We were again informed that we received an instant rebate at the store. They also had no record of a previous phone call.

So we went to Office Depot with our problem, they gave us a letter stating that they did not give us a instant rebate,and they do not offer one with Compuserve, and a fax number for Compuserve. So we waited, and called back, CSR said they never received a fax, they had no record of conversations, and that we had received an instant rebate from Office Depot! The CSR supervisor told us the best thing to do is to resubmit the application.

So we went to Office Depot again to complain to their management for advertising a bogus refund offer. They were helpful, but even with different supervisor contacts that they have for Compuserve and conference calls with us, Compuserve and Office Depot management, we have yet to get and intelligent answer.

After almost six months of service with Compuserve not to mention numerous phone calls, emails and a lot of wasted time, still no rebate and no phone calls back or any info in solving this matter. We were originally led to believe that this process would take 45 days. After six months we have exhausted all our resources and would appreciate any advice or assistance.

We sometimes sound like a broken record, but it's time to stop fooling around. Kim needs to sue CompuServe and Office Depot in Small Claims Court.

Jean of Mesquite, TX, writes:
I purchased a computer and a Lexmark printer for the advertised price of $599 after rebate of $400. Well, after the purchase I called the store where I purchased the computer and asked when should I expect to receive my rebate, I was told within 6 to 8 weeks. After the 8 weeks had expired I called the store and never got a response.

Then I called the CompUSA 800 number. I was told the rebate had request for had been received, but I should have been told the refund would be received in 10 - 12 weeks.

I waited until the 7th of December which is the 12 weeks. I was told my request was being processed. Then I received a letter in the mail stating that I was not a Compuserve member. All the while they have been billing my credit card $21.95 a month! They stated that I was a AOL member. Of course I blew a fuse!

I then called the 800 number again. They said they had the wrong password and could not locate my membership. After talking with an employee named Charles, who was very defensive, I think we have all the information necessary to have my rebate processed. He then told me it would take another 3 weeks before I could expect to receive a rebate.Ê

This is the most horrible experience I have ever had with a rebate offer. Lexmark also did not honor their rebate offer of $50. They said I did not send in all the necessary info to process their rebate. They said I was missing some of the required material to receive the rebate. I checked before I sent the information and all was included. They said it was not! How do I prove that it was?

I am so disappointed I can hardly type this form. They are charging my credit card finance charges on $1,250. instead of $599.00. ÊI am frustrated because I don't know when, if ever, I can expect to receive the rebate. I don't have much money, if I had known this I would have bought a less expensive computer and would not be paying $21.95 a month for CompuServe.

Marena of Elk Grove Village, IL, writes:
Compuserve & Circuit City jointly promote a $400 rebate on any computer purchase with a contract for 3 yrs of Compuserve 2000.

I purchased a computer under this program with the expressed understanding from the salesperson that my existing Compuserve account could be transferred. I explained it was mandatory for business purposes that my email address either not change or my mail be forwarded. I additionally checked with a Compuserve rep as to the accuracy of this belief and continued the purchase under it.

After having signup problems and talking the Compuserve support supervisor, I'm told only NEW accounts qualify under the program. To keep my existing e-mail I need to pay 2 memberships. To forward email I can sign up for the new program, but not get a rebate. NOWHERE in the ads or rebate forms does it specify only new accounts are eligible.

I have wasted a lot of time on the phone. I spent $499 for a computer believing this was more economically feasible with the rebate than upgrading my old system. Now, I'm faced with forgoing the rebate, or paying two subscriptions for even a time to be able to catch e-mails in my old account and inform senders of my new address. I risk losing significant business contacts this way.

I've used Compuserve for 5 years on a month to month plan. Silly they won't accept my tieing into a 3 yr commitment as enough loyalty to honor their rebate fully. I feel this was extremely deceptive advertising.

Mary of Dalzell, SC, also has rebate woes:
In July I ordered a Compaq computer from an advertisement I saw in the paper. he agreement was if you paid $849 and had a major credit card, and sign up for Compuserve for 3 yrs with a monthly cost of $21.99, you would purchase the computer for $249 after $600 rebate.

The $600 rebate was to come as follows. the $200 was from Compaq when you receive your computer and send in the rebate form. I sent in the form and received the $200 check. I signed up with Compuserve and sent in the rebate form from them to receive my $400 rebate on 8/18/99. In Sept, I started calling Compuserve asking about the status of my rebate.

They first will ask your zip code and they first said they had not received my form, after searching more they discovered they had me under the wrong zip code. Instead of the 29040 zip code, they had my under 29046. They promised to correct that. I called back around 1 week and they said my application had been sent over for approval.

I waited another week or 2 and called back, they again told me they had no record of my application, I asked them to check under the 29046 zip code and they found it. I asked to speak to a supervisor and asked her to please make sure that the address got corrected that time and the supervisor told me she would.

I called back another week or so and they still had me under 29046 and kept apologizing for the delay, said they had an overwhelming response to the ad. I was frustrated by this time. The next week or so I called back and they said they had no record of my application under either zip code. They said they were just a company answering the phone and taking information for Compuserve.

I did as the company asked me to do, i have to work for them for the next 3 yrs, in which they faithfully take out their payment from my credit card each month, I want this complaint on file for 2 reasons. #1 I want my $400 rebate immediately, #2 if I have more problems or unsolved problems that it be documented what kind of service and what reputation they have.

Edward of Poughkeepsie, NY, writes:
In August I purchased a computer from Circuit City in Poughkeepsie and signed for internet service with Compuserve be-cause they offered a $400. rebate. I have not received the rebate as of (late December), and have contacted Compuserve without success. I am very angry and frustrated, to put it mildly.

Ricky of Chesnee, SC:
I puchased new computer on rebate program on 8/16/99. All I am getting now is the runaround about my rebate. My credit card is charged every month for my service. But they say that I am not a member.

Brian of Frederick, MD:
On July 4, 1999 I purchased a computer from Circuit City in Frederick Md, partly because of the many rebates offered. Compuserv offered a $400 rebate if you signed up for three years of service. The rebate stated to allow 8-10 weeks to process the claim. Aproximately 3 weeks ago (in November), I received a postcard from Compuserv stating that they received my rebate form and would contact me in a few days. Since then, I have had no contact from any representative of Compuserv. I have called the phone number provided to inquire about my reabte and the status, and have been told that a representative would contact me. I have yet to hear from anyone from Compuserv

The people I have spoken to do not even work for Compuserve nor do they have an address nor a telephone number so I can speak to someone from Compuserve. They have hung up on me twice so far without answering my questions.

I tried calling Circuit City to find out if they have a phone number and Circuit City's corporate office does not have a number either. Nor do they have an address that I could write to. If I knew that Compuserv and Circuit City wouldn't honor this rebate I never would have purchased the computer.

Norma of Whittier, CA:
Purchased computer Sept. 99, mailed Sept. 99 receipt for $400.00 rebate. Phone 8 weeks later, informed me that rebate will be in mail with 2 weeks. Received letter from Gen. Manager Les Baer Dec. 9, 99, saying I did not send the proper sales receipt. Faxed twice to the Attn: Lisa/Supv. on Dec.10,99, 14 pages. Called again on Dec. 12 to see if faxes were received, the operator (which tells me they don't have to give me their name) said the faxes were received and sent over to El Paso, Tx.

Contacted again Dec. 21 to find out status and the operator informed me they had no information on anything, and the only thing I can do is contact my Attorney General and BBB. Which I am doing.

I went with compuserve only for the rebate. I would have gone with AOL. I have waited for this $$$ so I can use for Christmas. As you see it won't be here. It has emotionally drained me. With no assist from the only phone number they give me.

Patricia of Brooklyn, NY:
My sister purchased a computer from Staples On July 13, 1999 through the CompuServe Rebate Offer for my children. She did so out of the goodness of her heart especially since I do not have any credit. She was supposed to receive my $400 rebate in 6-10 weeks.

She waited until September to call and was told then that they had such a response to this offer that it should take another two weeks. She waited. Then I called again November 12 and was told by Terry that there had been a "glitch" on her account and that a rebate would be forthcoming in two to three weeks.

On November 10 I spoke with a Michelle and she proceeded to tell me thawt her account had shown a termination in service. That was totally ridulous since there was no termination in my service. She checked, said they would correct this error and a check would be sent out in two weeks.

Again we waited. She received (after all these phone calls) a letter on plain white paper, no letterhead, no return address, no phone number, stating "Your CompuServe 2000 Premier account has been cancelled due to violation of CompuServe's Terms of Service Agreement." No one at CompuServe seems to know what this means. Neither do I!

Customer service told me this was sent by mistake and that a check would be reaching her within two or three weeks. We are now into December and on 12/6 on a phone call with Mike I asked to speak with a supervisor and was told I could not. They were all busy!! On 12/8 I made yet another phone call with Jackie who finally put me through to a supervisor who promised me that the rebate would be mailed to my sister and that all the above was taken care of. She said that the reason for the delay was now that the E-mail address (name) was spelled incorrectly and that this was now taken care of. However, in the interim I received all my original paperwork, receipts, etc. back from Compuserve. She said they had all the information they needed in their computer and that it was no problem. We should receive my rebate in two weeks.

It is now December 22, 1999 and I just got off the phone with CompuServe's customer service again. This time I was told that as of 12/13 my rebate was rejected. They don't know why but something to do with the e-mail name again. They have refused to give me the name of someone from the main headquarters of this company.

However, this has been the worst business experience I have ever had. I am totally frustrated and quite upset and do not know in what legal direction to go in. They certainly have lived up to their end of the deal where they take $21.95 a month out of my sister's Visa account, but have renegged on their end to send the $400 rebate promised when we purchased this computer. I would never had done so without the offer.

I have four children and this computer meant a lot to all of us. Now I owe my sister $21.95 a month plus the price of the computer which was $990.00 Both my husband and myself are working two jobs to put our kids through school, having this computer was suppose to be a joy. It turned into a nightmare, an expensive one.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |

Terms of Use Your use of this site constitutes acceptance of the Terms of Use

Advertisements on this site are placed and controlled by outside advertising networks. ConsumerAffairs.com does not evaluate or endorse the products and services advertised. See the FAQ for more information.

Company Response Welcome If complaints about your company appear on our site, we welcome your response. Please see the Response Form for more information.

For more information, see the FAQ and privacy policy. The information on this Web site is general in nature and is not intended as a substitute for competent legal advice.  ConsumerAffairs.com Inc. makes no representation as to the accuracy of the information herein provided and assumes no liability for any damages or loss arising from the use thereof. 

Copyright © 2003-2009 ConsumerAffairs.com Inc.  All Rights Reserved.    The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission.