My rebate was denied. The reason doesn't make sense. What can I do?

[Richdmoore]

I could never talk to a live person when I called in with questions, either. They seem to be pretty good at responding to emails tho: applepromos@resolve.com

Thanks for the link, they don't put that email on the web site I could find, and they are giving me problems with the printer rebate. I left the sticker the apple store put on the UPC code for the printer, so they say it was illegible. Then they have me fax a form in, and tell me that they only check the fax machine every 8 weeks, so they don't even know if the fax was legible on their end......

Seeing red over this, thanks for the email link, I will try sending the form via attachment this time.

 

[WildCowboy]

Seeing red over this, thanks for the email link, I will try sending the form via attachment this time.

Not sure they'll be able to help you unless you live in Canada...that's only the contact for promo issues in Canada. They don't give an e-mail contact for the US rebate program.

 

[Richdmoore]

Not sure they'll be able to help you unless you live in Canada...that's only the contact for promo issues in Canada. They don't give an e-mail contact for the US rebate program.

Darn, well, hopefully it is the same people, but I doubt it. The bad thing is that I really didn't want the printer, refused it the first time until they said it could all be done online (I filled out the form online, then still had to cut boxes and mail stuff in.) I think 2 months to walk 5 feet to a fax machine is crazy, I picture a 5 foot high pile of papers sitting underneath the fax machine while they drink coffee and laugh.

Sigh, where are those call center guys from India going to take over?

 

[stratocaster]

cardboard

Hey!

Just a month or so ago I bought a macbook and an ipod, with the student discount, at the Apple store in the mall here. I got the 100 dollars off, and they gave me all the paperwork in order to claim my rebate on the free ipod.

Today I got this email:
"The sales receipt submitted with your claim indicates that this was not an education purchase."

That doesn't make sense, though. They scanned my student ID when I got it. They said I could get the rebate. I got the instant $100 discount on the macbook. I sent them the receipt that said all of this.

Did the kid who scanned up my receipt do it wrong? He was awkward and apparently a new employee.

Darn, and I just realized I posted this in the wrong forum. Bad day!

When i got my mac i bought one of the printers and on the form for the apple rebate in the small print it says to include all layers of cardboard with the proof of purchase. I dont know if that helps, but it worked for me.

 

[Klisk]

Thanks for the link, they don't put that email on the web site I could find, and they are giving me problems with the printer rebate. I left the sticker the apple store put on the UPC code for the printer, so they say it was illegible. Then they have me fax a form in, and tell me that they only check the fax machine every 8 weeks, so they don't even know if the fax was legible on their end......

Seeing red over this, thanks for the email link, I will try sending the form via attachment this time.

Y'know what? This is common, I think.

I finally got through to the number. I told the lady about my claim being denied due to it not being an edu discount. She makes me hold on, and then I get:

"Well on my end the entire receipt and paperwork you sent was illegible. You can't read it. It's no good."

So then I go, "Yeah, but my email doesn't mention THAT..."

So she goes, "Oh, well it might just be on MY end... Their end might be illegible. I'm going to mark your claim ID as an edu discount. You should still get it, but keep checking the website, and call back in on saturday if there's no update."

Problem is, the website to track my claim doesn't work. It's like my claim isn't in the system! So I have to call to track my claim and it's still hasn't been updated since I called.... So hopefully by saturday... I won't hold my breath.

If it isn't updated by then, well, then I'll have to go down to the apple store. It just sucks because it's a 45 minute trip and I never got my drivers license, so ugh. It's a pain to get there. I'm 22, but yeah, I'm not fond of cars, odd I know....

Anyways, hopefully they'll clear my rebate by saturday, who knows... The lady asked me to fax my receipt since it's illegible for her. I asked if I could email my digital receipt. Her response was: "We don't have incoming email, can't do that."

Apple doesn't have incoming email? What year is it? I mean, I know it's just their rebate support, but still... She then told me that the receipt is "most likely" legible for "them" and not her, so I don't have to fax it afterall.

Seems so flakey!

 

[Klisk]

Bah. They rechecked my rebate and even though the lady said it would clear again this time... Today it was again denied because of the receipt.

Guess I will have to go down to the apple store. Frustrating. I hate how far it is.

 

[angryshortguy]

Did you pay with a credit card?

If you used a credit card, you may have the option of filing a charge-back.
Call your credit card 1-800 number and tell them you want to file a charge-back.
You will need to send them some info, but if you can show you've done everything properly, they should be able to refund your credit card.
I'm almost to the point of doing this myself.

 

[iW00t]

If you used a credit card, you may have the option of filing a charge-back.
Call your credit card 1-800 number and tell them you want to file a charge-back.
You will need to send them some info, but if you can show you've done everything properly, they should be able to refund your credit card.
I'm almost to the point of doing this myself.

Does not work that way. If it does what is stopping you from buying a MacBook Pro, carrying it home, then filing a chargeback?

Free computers for all!

 

[Klisk]

Does not work that way. If it does what is stopping you from buying a MacBook Pro, carrying it home, then filing a chargeback?

Free computers for all!

Well more like only filing a chargeback on the ipod, not the entire purchase. This is ridiculously bad service. I mean, I was even told on the phone that it 'should' clear... It didn't. I got a second denial. I've been stressed out about this all weekend. It's not worth the turmoil.

As a sidenote... I know people who do illegal chargebacks all the time. It's possible. Just very illegal. I can't imagine how they don't get caught... My friend got a "free" Mac pro for college last year. I think he's insane, personally.

Honestly though, I already have my macbook on craigslist. If I can't get the rebate cleared from apple by the end of the week it has to go. The rebate+edudiscount is what made or breaked the deal for me. Without it I'm over budget.

 

[MacPossum]

Awesome, so I just checked the rebate status of my iPod promotion and now they don't seem to have any record of my rebate on file! They had it yesterday, and I still have the conformation email of them telling me they had it on file. Oh well I guess tomorrow is going to be a fun day on the phone with Apple. Wow, this is annoying as hell.

 

[Klisk]

Awesome, so I just checked the rebate status of my iPod promotion and now they don't seem to have any record of my rebate on file! They had it yesterday, and I still have the conformation email of them telling me they had it on file. Oh well I guess tomorrow is going to be a fun day on the phone with Apple. Wow, this is annoying as hell.

My rebate isn't on file through the website. It doesn't come up at all on the site.

I have to call the number and give the automated service a claim number, then the info on it actually comes up.

 

[MacPossum]

My rebate isn't on file through the website. It doesn't come up at all on the site.

I have to call the number and give the automated service a claim number, then the info on it actually comes up.

Well, my information was on the website yesterday, but not it's gone. And that recording is more annoying than anything I have heard from any Apple number, it makes me so frustrated!!!

 

[Klisk]

Well, my information was on the website yesterday, but not it's gone. And that recording is more annoying than anything I have heard from any Apple number, it makes me so frustrated!!!

Ditto's. Just calling it gives me agitated chills. I've been calling it 3 times a day (to check status) for the past week to make things worse.

Then my second denial comes in on a friday night, after business hours, so I've been stuck all weekend without being able to call a representitive.

I've also been high and dry as far as transportation to the apple store goes, so it hasn't been a fun situation.

 

[daisu]

Sadly, college is always a problem

 

[angryshortguy]

You have rights

If you used a credit card, you have rights and protection.

I'm not saying charge back the entire purchase, I'm suggesting requesting a chargeback on the purchase price of the printer and nano.
You need to send copies of all records pertaining to the purchase.

All rebate records and forms.
Documentation (notes) on all phone calls (who, when, what was discussed)
Copies of any emails
Copies of any letters
Anything showing that your rebate was denied

At the very least, it will force Apple into dealing with a lot of paperwork if they want to get the money back from you.

I also suggest getting in touch with your states' Attorney General and BBB and file a complaint against Apple and their rebate practices.
You can file online with your state (usually).

My sister-in-law is out $300 for the printer and nano rebates she submitted two months ago. Unless she can do a successful charge-back.

It's the exact same scenario every time.
I'm fully expecting to get my money. They will try to string you along until you give up.
DON'T GIVE UP!
It's how these companies make their profits.
Why else do you think they make you jump through hoops every step of the way and then throw up road blocks after you've submitted the mountains of forms and UPC's?
Not to mention the lack of any phone number to call if you have any issues or questions? Try calling the 1-877-427-5776 number "If you have additional questions". You'll get a recording telling you the same BS you got when you tried to check your Rebate online.

 

[Klisk]

Sadly, college is always a problem

Indeed it is. I wish the applestore was closer to here. Main reason I can't get there is because I can not drive, and my psychologist has been disapproving of me obtaining a lisence due to my phobia's related to driving. (I'm 22.) So essentially I have to wait until someone is willing to drive me, or I keep calling apple every day and hoping they finally clear my rebate. I think if I could get to the applestore they would at least fix the error on my receipt, hopefully. But even that doesn't guarantee anything....

 

[MacPossum]

So I called a different department of Apple today, and it was worth it. I got a really nice lady who understood where I was coming from. She called the rebate center for me and after about 15minutes of being on hold, she finally got me a human! Needless to say, it was much easier to get rebate questions answered from someone with cognitive thought rather than the recording.

Anyways, he told me that they'd allow me to send everything in over again, and even faxed me something to fill out for not having my original UPC's (thankfully I had copies). Hopefully both of my rebates (printer and iPod) will go through sucessfully. Better late than never.

 

[mgargan1]

I'm in a similar situation. I can't get my apple promo status online, and when i talk to the people on the phone, they're very unintelligent and not very "apple-like".

They actually had my personal address the address of the apple store. When the woman was reading the address to me, she pronounced "democracy" demo- cracry... and they told me as well that the receipt that I sent in was illegible.

I'm getting to the point where I'm going to email apple's customer service and say something.

 

[Richdmoore]

Called again, they said it was taking two weeks, then I pointed out it had already been three weeks since I faxed in the paperwork. I got the "wait another week, we made a note of it in the computer...

Because I am out of town (I am a pilot, I go out for a week, then home for a week), I don't have a fax machine handy, and asked for an email to send it to. Apple doesn't have email I guess.

I don't really know who else to contact to finally get this situation fixed. We really need to get ahold of someone who can cut the red tape and get the ball moving on these rebates, I wish I knew who to call.

 

[mgargan1]

I'm having issues with the mbp that i bought with this, and i'm having trouble getting my money back from this rebate.

I'm wondering when I should email customer service to get this straightened out.

It's getting quite ridiculous.

 

[zub3qin]

I'm in a similar situation. I can't get my apple promo status online, and when i talk to the people on the phone, they're very unintelligent and not very "apple-like".

They actually had my personal address the address of the apple store. When the woman was reading the address to me, she pronounced "democracy" demo- cracry... and they told me as well that the receipt that I sent in was illegible.

I'm getting to the point where I'm going to email apple's customer service and say something.

I think this may help everyone....

I had my first experience with Apple Customer Service a few weeks ago. Despite sending my rebate in online, mailing and faxing it, I got the same "rebate problem" email you all are getting. I could not get anywhere with the rebate website, the phone number, the automated system, etc. I called Apple Customer Service and they tried to check online, as well as get a human who could help from the rebate dept. They had the same difficulty that I did, so they no questions asked- CREDITED my Credit card in the amount of my rebate. Now for all they know, I never even submitted a rebate (of course I did).... but they still were very trusting and nice.

Now that is customer service. I only hope Apple Customer Service will always be this good. I suspect that the rebate center is outsourced and Apple really doesn't run it.

 

[bobber205]

When I ordered my macbook, I had a ton of trouble with my payment clearing. It ended up being completely my error but the apple rep, since I had "so much trouble" gave me expedited shipping for free!

 

[mox123]

I should be more specific:

Brick and Mortars provide a flat discount. $100 for macbooks and $200 for Mac Pro's.

Apple.com/store provides the same discount for the base model, but it scales with configuration. So you get 200 for the base mac pro and 280 off for a slightly customized Mac Pro.

This is based off of what I was told by Apple store (brick and mortar) sales people. I asked how much I would get for a customized mac pro I had spec'd out and was told "200 dollars off". After pointing out I got a greater discount from the online store, I was told it is because brick and mortar stores only provide a static discount.

To show an extreme case, if you max out every Mac Pro option on the site you get over 3,000 off in the education store.

I actually just bought my 2.16Ghz white macbook at my local apple store with upgraded 2GB RAM config.....the sales "consultant" initially rung up an edu discount of $100...then i questioned him about the additional $17 discount associated with the RAM upgrade that i would have gotten from online, at which point he promptly credited the additional amount to me....so there should be NO difference whether you order it online or from store IF the configuration you want can be bought from the stores themselves....

(though when i bought my mini-DVI to VGA adapter, the guy gave me 10% off ($1.90) as supposed to the full $2 discount from online!!) ahh well....c'est la vie!!

 

[Richdmoore]

I thought I would update everyone on my situation. After talking with the worthless rebate dept, I emailed a letter explaining the rebate situation to sjobs@apple.com. I got an email saying they had tried to call several times, and to call a number at apple. The number was actually the guy's desk, no voice mail, menu, or call back, but actually someone who had cut the red tape and fixed the problem. He said that if I don't have my $100 check in a month to call him back. He also apologized several times about the problems. This has restored my faith in apple cutstomer service (but not their rebate dept, contractors, whatever they are.)

 

[mgargan1]

I thought I would update everyone on my situation. After talking with the worthless rebate dept, I emailed a letter explaining the rebate situation to sjobs@apple.com. I got an email saying they had tried to call several times, and to call a number at apple. The number was actually the guy's desk, no voice mail, menu, or call back, but actually someone who had cut the red tape and fixed the problem. He said that if I don't have my $100 check in a month to call him back. He also apologized several times about the problems. This has restored my faith in apple cutstomer service (but not their rebate dept, contractors, whatever they are.)

Thanks for the advice. I'm actually on hold with Apple Customer Relations right now. This is getting quite absurd.