Rebate Problems

[jfouillard]

I received a direct solicitation by e-mail to purchase the Toast 8 upgrade, way back in January. It offered a $30.00 rebate. I am from Canada. This e-mail DID NOT indicate that this offer was for US only until after the download purchase was accomplished and the information was in the fine print on the rebate form which was part of the purchased download. NOW, on this form the US only clause appeared. I am quite frustrated that this kind of sleazy and unethical marketing occurs. I have been a loyal (and paying) client for a long time. I did send all the required data for the rebate, hoping that they would honor it. As soon as I realized that this offer did not apply, I did contact Roxio and asked if it would be honored or should I request a refund and return the software. Of course, this e-mail was not answered. Buyer BEWARE! I'm still waiting.

[djparker]

[quote name='jfouillard' post='103999' date='Mar 17 2007, 05:31 AM'I received a direct solicitation by e-mail to purchase the Toast 8 upgrade, way back in January. It offered a $30.00 rebate. I am from Canada. This e-mail DID NOT indicate that this offer was for US only until after the download purchase was accomplished and the information was in the fine print on the rebate form which was part of the purchased download. NOW, on this form the US only clause appeared. I am quite frustrated that this kind of sleazy and unethical marketing occurs. I have been a loyal (and paying) client for a long time. I did send all the required data for the rebate, hoping that they would honor it. As soon as I realized that this offer did not apply, I did contact Roxio and asked if it would be honored or should I request a refund and return the software. Of course, this e-mail was not answered. Buyer BEWARE! I'm still waiting.

I also upgraded to Toast 8.0 and it was indicated I would get the $30.00 rebate. I received a card back from the rebate center after sending all required information to them and it stated they had no record of a previously registered version of Toast. I have been using Toast since version 5 on OS X. Now they don't know who I am. I re submitted all the information in the time required and was notified I still didn't qualify for the $30.00 rebate.

I live in the Continental United States and they don't honor the rebate.

[John at Roxio]

For those of you that were following this thread. I'll be open and honest about what I have just done. I have removed every post after Ivan's and closed the thread down so it cannot be replied to. Further, although we do allow the ability to add HTML tags, I have modified the posts that contained the bold red font as this is designed to inflame, that that goes counter to the purpose of this forum.

 

Ivan has offered to personally have the issue looked into for each one of you. The fact that you would continue to post there and not send Ivan the info to track your rebate, confuses me a little bit.

 

So, starting now, this thread, and any new ones that pop up like it, will be immediately closed down and referred back to Ivan's post regarding his offer to help look into this matter.

 

Thanks in advance for your cooperation regarding this issue.

 

John at Roxio

[Guest ivanatrox]

pm me your rebate tracking number and/or the ticket number when you contact our CS... Please also include your full name and e-mail address... I'll look into it for you

 

Ivan

[mike457]

I had the same experience as jfouillard and called Roxio's support line. They assured me that even though the rebate form said US only, Canadian applications would be honoured.

 

The week before last, after waiting for my rebate since early January, I received the same card as djparker. Like him, my first version of Toast was 5, and I've also had both versions of Popcorn and bought Jam. I called the information number for the rebate centre (printed on the card) and spoke with someone who was able to look up my records, apologized for the mistake, and assured me they would be issuing a rebate cheque.

 

My experience, assuming I actually do get my cheque in the end, underlines why Roxio's mail-in rebate system is such a bad idea and only serves to antagonize customers. It seems to me that when I hit the buy it now button from the email, Roxio's system should have been immediately able to identify that I am a registered owner of Roxio products and should have offered me a discounted price at once. After all, they manage to send me several emails a week offering me upgrades to various products, so they know I own them. Instead, I had to make a phone call and wait about half an hour to get customer service, pay to mail in material printed from emails (I bought both 6 and 7 on line), wait several weeks, make another phone call and spend another half-hour on hold, and then wait several weeks again.

 

It's not so much that I really have time on my hands as that I don't give up easily.