More praise for Newegg, one of those rare retailers with an exceptional customer service record. Andrea bought an Astar Electronics HDMI Player with DIVX and sent off her rebate request, but never received the promised rebate.
She asked Newegg for help:
I sent two inquiries to the address they supply–email@example.com–and still have yet to receive any response. Is there any way you guys could try to get their attention? I have copies of my submission, and it’s done correctly. I have no idea why they won’t get back to me. I’m hoping maybe they would pay attention to Newegg since you guys are their buyer.
It turns out Astar is out of business and apparently not responding to any communications. Newegg promptly responded with something that at first sounds like another impersonal form letter, but turns out to be pretty sweet:
We sincerely apologize for any inconvenience this may have caused you. All rebates are issued through the manufacturers directly. However, as you are our valued customer, we have made an exception and credited you $20.00 back onto your original payment method since the ASTAR was bank up. Please allow your account approximately 3-5 business days to finalize the transaction and make the funds available. We thank you in advance for your patience and cooperation.
Andrea writes, “As promised, days later I had a rebate-refund.”
(Thanks to Andrea!)