Complaint Review: OnRebate.com

On 12 March I purchased a computer, a Planar PE1901-BK 19in 1280x1024 12ms LCD Monitor, and the Computer Associates internet program listed as CA-2365, for which 4 rebates totalling $160 were offered. Rebate codes are CA-2324, CA-2365, TD-2432, and CA-2345.

The computer was shipped on 22 March and I received it on Monday April 8th. (I am a soldier deployed to Kosovo, in case 16 days seems like a long time to get a Priority Mail shipment.) I unpacked the computer, tested it and prepared the rebate submissions.

On Thursday the 11th, I logged in to OnRebate's computer to process the rebates, intending to mail them that day. I was able to submit two rebates, for which I received Tracking numbers KPGEXVYVDAUJWCGY and XPT739ZHBJA3JGAJ, but when I clicked on the links in the returned email message, nothing would happen. Eventually OnRebate's computer went down and would not accept the remaining two rebate submissions.

I am supposed to have 30 days from purchase to submit for rebates. 26 of those days were taken to process and receive my order. Three days were needed by me to confirm the equipment was working correctly, to print the rebate instructions and to prepare for the submissions. The remaining day was taken up by OnRebate's computer. Because of the time differential, I did not get a response from their machine until well after the post office here closed.

I have already written OnRebate asking for additional time to submit my rebate forms. Their computer logs should indicate a failure of their machine at the appropriate time. I know it was their machine at fault, because I had access to the network, pinged their computer, and continued to access my hotmail attempting to continue the rebate submission.

I did what the instructions called for. OnRebate's computer is responsible for the submissions not being in time. I want the promised $160 rebate paid to me, or I want a refund my entire payment and I will return the hardware.

Thomas
Dallas, Texas
U.S.A.