By NANCY PARADIS
© St. Petersburg Times, published August 9, 2000
After seeing an ad in which CompuServe offered a $400 rebate, and Compaq a $150 rebate, I decided to purchase my first computer. On July 26, 1999, I purchased everything I would need to join the "computer world." My bill totaled $1,517.06. The stipulation for the $400 rebate from CompuServe was that I sign up to use its Internet service for three years. I signed up. On Aug. 11, 1999, I completed all the required paperwork and sent it to the rebate address. Three months later, I got my $150 check from Compaq, and I thought CompuServe's check would be coming soon.
The holidays intervened, and finally on Jan. 11, I called CompuServe. The people I spoke to were all very apologetic and said they were having a problem with misplaced paperwork and would I please resubmit my packet of paperwork. I did so on Jan. 13.
I waited patiently, and about two months later I received a telephone call asking if I had received my rebate check. I said no, and the person calling me said I should get it in about two weeks. I was so happy that I would finally get my $400. But my joy soon turned to anger when no check arrived. I called again on May 4, and "Joey" in the rebate office was very apologetic. He asked me to fax in all my paperwork and assured me that I should receive my check immediately. In fact, he told me if I didn't have my check within one week, I should call back. No check came.
On May 12, I called and was very angry. "Brian" was again very apologetic, as were all the previous employees, and he composed a letter to "someone" explaining the runaround I had been getting for almost a year. He too told me my check should arrive shortly. He read the letter to me, and I really expected I would get a response. I did not.
Finally, my husband decided he would call, thinking he'd have more success. On June 7 he was told the check would definitely arrive by the end of the month at the latest.
It is now well into July. Still no check. Before we resort to taking legal action, I would appreciate whatever you can do. Kate Herrington
Response: Paul Ambs, payment services supervisor with CompuServe Interactive Services in Jacksonville, said your rebate was delayed due to circumstances beyond CompuServe's control. CompuServe has been working closely with the rebate marketing department to help process the many rebate requests. The way rebates are handled has been changed. Ambs said CompuServe hopes this will correct the problems. In addition, a database has been added that allows members to check the status of their rebates. To do so, use the GO: REBATE command. This new feature also allows members to communicate more efficiently with the rebate center, he said.
Ambs apologized for the delay and said the rebate marketing department has assured CompuServe that your rebate check will be processed within two to three weeks.
On May 15, I sent National TV Bargains an order for a bathing suit and enclosed my check for $36.93. On June 13, I wrote to the company to request either the bathing suit or a refund. On July 1, I wrote another letter, this time enclosing copies of my canceled check. I have not heard a thing from this company. Beulah O'Hanlon
Response: You are not the only one with bathing suit woes. Read on:
I sent for a bathing suit in the amount of $36.93 from National TV Bargains on May 3. My check was cashed June 1, but I still haven't received the suit. The company has never called or written. There is no phone number on the ad, so I can't call. Thank you for your help. Marilyn Anderson
Response: Ann Roberts, customer service representative for National TV Bargains in Norwalk, Conn., apologized for the delay and said the bathing suit had been out of stock. Both of your orders were processed in July and you should get them soon. Fortunately, you will still have several months to wear the suits here.
Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, 893-8171, or, outside of Pinellas, (800) 333-7505, ext. 8171, to leave a recorded request.
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