Complaint Review: Inphonics

Here is my story: I purchased 3 cell phones from Inphonics which was offered with a total of $ 675/- mail-in rebate ($100 and $ 125 each per phone). As per their instructions, I waited for 60 days and mailed 6 claims to their Phoenix, AZ address. After a couple of weeks I received letters from them stating that my claim has been rejected.

I called their customer service and they instructed me to re-submit it to their Scottsdale, AZ address as instructed in the letter. So, I sent another set of 6 claims to Scottsdale, AZ. After a few days I called them again to check the status. Their rep asked me to wait for another month before contacting them again, as it may take another month to appear in their system. So, I asked what will happen if it does not show up in their system after one month. So, she (ID 9258) assured me that I do not have to worry about the time frame as they already have my first submission and my checks will be issued as soon as they get the UPC codes irrespective of the date they receive it. After my conversation I mailed one more set of submissions well within the required timeframe as a precaution to their Scottsdale, AZ address and waited for my checks.

After another month, I contacted them again by email, explaining my situation. But, received a non-replyable automated email stating that my case is rejected due to invalid UPC code. Since then, I had a series of telephone calls and emails but never received a proper response. After toggling to various departments, I was transerred to an employee (Tel: 866-274-8573) who claimed to be the manager of their 3rd and final level support. She promised me that she will request for all my papers I sent to both Phonex and Scottsdale from their processing department and get back to me within 10 days. I called her again after 15 business days and was told that, their processing has not yet responded to her request and she is going to make another request which will take another 10 days. After 10 days I called again. This time I spoke to another individual who claimed to be the Assistant Manager. She told me they still have not heard from processing and is going to make an urgent request and will get back to me in 3 hours. I called back after 3 hours, but was told that she still have no response from processing and will get back to me on next working day. I waited for another 5 more days and I called again, this time I got another person who confirmed that they have some problems in their organization and will make another request and her managers are not available to talk.

Upon my firm refusal to accept such lame excuses and demand for my money, she told me that they have no intention to release my checks or connect me to the manger and disconnected the line. I kept trying a few more time to see if I will be able to talk to the so called manages, but failed.

I had a series of communications with different levels of supports during the last 8 months by phone and emails. But failed to get my money.

Thank you very much for your consideration.
Other details:
Order #s 536205929 & 401794503
Model: Samsung SGH E105
Inphonics Rebate address: Department 63784, Customer Appreciation Rebate, P O Box 52900, Phoenix, AZ 85072.
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Tom
Gurnee, Illinois
U.S.A.