]]>HP and Bing were offering a Bing "Cashback" promotion on October 18th as part of the Windows 7 launch promo. I ordered a HP Mini 311 Netbook for $400, and paid an additional $29 for S&H and $32 for sales tax. A few minutes later I received my notification from HP that my order was received, as well as my notification from Bing that I had Cashback for $100.
My notebook was out for delivery on the 29th of October, and on the same day, I received notice that from Bing that my cashback had been cancelled. Typical reasons for this were that "the order had been cancelled or returned, or you used a coupon or discount", none of which are correct.
I attempted to resolve the issue through Bing via email support (They don't offer any telephone contact information). Bing requested a copy of my receipt at which point I was sure the mixup would be resolved. A day later, they emailed me again stating that the decision to do Cashback rested with the merchant, and HP had denied my cashback. Again, a list of "possible reasons" was given, none of which applied to me, with no specifics are relate to my case.
I contacted HP via text chat to further explore the issue. The representative was unable to assist me, but gave me a number for their Resolutions Department. I called the Resolutions line the next day, and the representative confirmed that he saw no issues with my order, but there was nothing he could do, as he stated he had no way of contacting Bing. He offered me $40 instead of the $100 I was due, which I declined. He said the matter would be "escalated" and someone else would look into it.
Having heard nothing further back, I again tried to contact HP on October 31st. This time the rep changed their story, saying I wasn't eligible because Cashback ended at 10:20AM. HP runs a twitter that confirmed Cashback was still going on at noon, and the link I followed (as well as Microsoft's confirmation email) stated 25%. I also later checked and I had received my confirmation at 10AM, so the point was moot anyways. I stated that I wished to return the order if HP could not resolve the issue, but was told my S&H was not refundable. I also received the same bait-and-switch offer of $40, which I declined.
So in the end, HP and Bing offer a joint promotion, can cancel Cashback with no clear reason, and set up a maze of incompetence to avoid any resolution. It's true that I could just give up, return the laptop, and eat the S&H fee, but I feel that doing so would end up just allowing this type of unethical and/or incompetent behavior to continue. I've been understanding and have tried my best to resolve the issue and make sure the important details are heard, but none of it seems to do any good. Taking a $40 discount at this point is probably my "best option", but it also feels completely sleazy and unethical to be trapped like this.
Is there any advice that Consumerist or its readers can offer?
(Note: I found mention of HP "Executive Support" on consumerist, but it appears they have since locked it down, as you now need to enter a special code before proceeding.)
@CompyPaq: Can you get me the number to Jesus?
]]>@Jfielder23: While not the purpose, it would be a just turnabout if they got caught in the same corporate BS flytrap that they are attempting to play on him.
]]>Report them to the Consumer Protection division AG offices of the states where both corporations reside, and your own, where the fraud took place.
]]>After speaking to many many representatives from Bing and HP I have found that bing cashback will be denied if you are shopping on the employee purchase program. However, the HP representative said this was a judgment call made by her supervisor and there is NO documentation that stated I would lose my bing cashback by using the EPP program.
Also, I one month ago I made the exact same laptop purchase, using the EPP program, and Bing cashback and was awarded my $120 cashback.
HP returned $45 to my credit card, but I was owed $118. I will be disputing the rest with AMEX.
]]>Not to mention the fact that HP will cave as soon as you file the small claims suit and fax a copy of it to your HP case manager.
]]>I replaced the C5280 with a Canon PIXMA MP830, which is a *great* printer and really *does* produce lab-quality photo prints.
The OP should investigate whether his state allows consumers to sue for double or triple damages for deceptive advertising. That'll get HP's attention.
HP has really gone to hell. They were a great company once, but no more.
]]>I'm no fan of MS, but HP's reply of literally "hey, buy a new printer already" really irked me.
]]>@PsiCop: Vista = Windows ME Redux with a less bugs... imho
]]>Plus small claims (all courts, really) are extremely helpful when non-lawyers call with questions. If the OP decides to go the small claims route, they should be able to find out exactly what to do by calling or going to see the clerk.
]]>I'm sorry you guys have had such bad luck with HP. They have been a huge improvement for the school district I perform IT work for.
Our previous supplier for PCs was MPC (formally Omnitech). Their machines were terrible, and the bundled applications caused problems. After they foolishly bought Gateway's Business division, they folded. It was then that we switched to HP.
We have probably ordered more than 500 HP desktop and notebooks since summer of '08. They [the computers and HP] have been much better to work with than MPC/Gateway. Their support channels are easy to work with, especially their online Business Support. Just click a few buttons and drop-down boxes, quickly type the issue, and as you say "BAM!", part's on the way. Their phone support is just as easy to work with as well.
Oh, and of our four schools and district office, we predominately purchase HP printers. Each one is a workhorse; our oldest are at least 10 years old and still going strong.
As far as Lenovo goes, this is one of the few times I've heard praise for them. They are usually known for apathetic support and lousy products. As far as Dell, we didn't go with them because it would have been more expensive, and supposedly they are notorious for having different parts in their systems, even when the systems are supposed to be identical, and ordered together.
]]>@StanTheManDean: I've used it successfully. I was buying high end car speakers on ebay, and was getting 30% cashback on them. It took a while to show up, but it was there.
]]>@wvFrugan: That is NOT the purpose of a chargeback... Thanks for tryin out though!
]]>I like the phase "maze of incompetence"...
That is all.
]]>To get executive customer service call: 1-800-756-0608
When it asks for 'the number you were given' hit 7. I called this last week, so I know it works. Do not return the laptop and absorb the shipping charge. If you can't resolve it there:
1. File a complaint with the FTC: [www.ftccomplaintassistant.gov]
2. Write a letter to your attorney general and CC it to their address:
Hewlett-Packard Company
3000 Hanover Street
Palo Alto, CA 94304-1185 USA
3. File a complaint with the Better Business Bureau: [sanjose.bbb.org] (They have an A rating, which means they resolve a great majority of issues reasonably.)
4. Contact them through their twitter as mentioned above.
Both the attorney general and the BBB will contact them (the FTC doesn't respond to individual complaints, but they will take action if they receive numerous complaints about the same company). #2, #3, and #4 will all end up with different people and you'll almost certainly get help fast.
If none of that works, you have an open and shut civil case. I would still contact a lawyer if you get to the point of suing them. The lawyer will be able to recover legal fees and punitive damages allowed under the laws of your state, which may be much more than the $100 actual damages.
]]>Sorry Bill & Dave.
Actually, HP does still make a few good enterprise products, but I'm terrified to recommend them for fear their quality and support will suffer the fate of countless HP disasters from the last decade.
Say, that's what we need! Call it Halloween's fault, but a zombie-infestation map showing HP products vs. support groups over time would be golden. Any HP insiders want to help out?
]]>Still...for 300 bucks you could've gotten an acer netbook and dodged the shipping and headaches from the transaction and when it goes nuts 3 months down the line.
Don't listen to these people who say "sue in small claims court" that's a waste...what you should do is send 10 tons of cow poop (get it..."bull-crap"...not really but good enough) to HP headquarters and have them dump it in the executive parking lot. It would cost a LOT more than the netbook but principle and revenge are priceless in this world.
]]>@Trick:
And each time you mention Best Buy there is somebody who hears your comment as being a postive recommendation and the person buys 3x as much as you diverate away.
]]>I have wondered about this entire Bing cash back scam. Now it is confirmed.
]]>Chalk it up as a lesson learned and then never deal with HP as you have seen 1st hand they will rip you off and make sure you tell everyone your experience.
In the end, that $100 will cost HP more in lost sales...
Best Buy is my HP and I know for a fact I have cost them at least 20+ people and well over $25,000 in sales over the past five years... Each time I have been asked about Best Buy this or that, I was able to steer them to a cheaper and often better version of whatever was being sold at Best Buy.
]]>Most recently, one of the clients had an HP, they demanded a credit card in order to send me a warranty replacement on a part, they made me run through dozens of diagnostics that i had done already before that, made me reformat the computer and reinstall windows, etc. Never Again.
With dell, I hop on chat, paste in my own diagnostic notes, and bam, I get a part. Lenovo, I call, tell them what I did, bam I get a part.
]]>Unfortunately, I don't have further advice. It was the resolutions line at HP that was able to fix the problem for us. They were very prompt about fixing it as soon as it was brought to their attention.
]]>Microsoft's Vista decisions — and the industry's staunch refusal to deal with them — managed to bite some Microsoft executives in the rear.
Yep, the Vista debacle was a stunning indictment of the entire computer industry. It wasn't just Microsoft's fault ... although they had a majority share of the blame. Third party vendors compounded the problems. They definitely made things much harder than they needed to be.
]]>@josquin021: It should.
]]>Refuse delivery & do a chargeback, no return shipping costs, no nothing! Or, better yet, do a chargeback and keep the POS! They deserve to get screwed back for wasting your time.
]]>I'm now a Canon owner and I haven't missed HP at all - in fact the printer has updated its drivers on its own already.
]]>@jwissick:
Do a chargeback, then return it?
]]>From other stories posted here on Consumerist, this sounds like an open and shut case for small claims court. Just figure out how to serve HP with the claim and you should get your money back and then some.
]]>@coren:
My understanding the chargeback costs the merchant (HP) 250$, plus whatever the chargeback is, so 100$ for the 100$ they owe him, plus the 250$ chargeback = 350$. Total cost of the laptop = 400$. HP final sale price 50$!
]]>Do what corporate_guy said and file a chargeback for the $100.
Bing said you should get it and HP had to fix it and then HP said Bing screwed up and Bing had to fix it.
This is an easy and very very justified chargeback.
Return the PC and chargeback the entire transaction. What laptop costs $30 to ship anyway?
This is non ethical or legal. Returning the product will show HP exactly what this type of behavior will do for them.
Corporate America hides behind their large size and depends on people to not follow through in situations like this.
Don't be a pushover!
]]>I would make the tweet something like this:
@bing @HPSupport participated in your $100 cashback promotion, for some reason cash was canceled. Who will help me?
Then just leave an is.gd url to this page and there's a good chance someone might help.
]]>Cashback ends at 10:20AM? Between their notebook performance and crap like this, I will never buy HP computers for our company. And that's what I do.
]]>So I e-mailed advocate@Microsoft.com to file a complaint. The following morning I received an e-mail notifying me the my cashback funds transfer had begun and was being expedited. Money was in my checking 24 hours later.
]]>Never had a good ending with HP and I never do business with them any more.
]]>I was thinking the same thing, then rather then have them be up 100$, they're out 350$, and its almost like they gave the laptop away.
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