Rebate, Rebate, Who's Got the Rebate?

PC World readers send me hundreds of letters each month about a dizzying array of raw deals. But one complaint is easily the most common: unfulfilled rebates. In just the past few months, I've heard from nearly 150 readers whose rebates are months overdue. Worse, some of them won't ever receive their checks. The problem persists despite recent Federal Trade Commission actions. Earlier this year, the FTC reached a settlement with Memorex and Umax mandating that they pay their rebates in the stated time.

Why do so many companies fail to honor their rebate promises? The most common excuse is inability to keep up with customer demand--which naturally begs the question, Why offer a rebate if you're not prepared to process it? Some companies attempt to handle the job themselves and fail to staff up adequately. More typically, they process rebates through fulfillment houses, where efficiency varies widely.

Here's how you can help ensure that you get the rebates you're promised. Include all of the required documentation when you mail a request, and keep copies. If the rebate doesn't arrive on time, contact the company in writing, enclosing copies of everything you sent. Some vendors also allow you to check the status of your rebate online or by phone.

In cases of extreme rebate tardiness, consider filing complaints with the FTC, along with the state attorneys general and Better Business Bureau offices in both the company's state and your own. One last piece of advice: Never buy anything solely because of a rebate offer. Get the product you need, and if there's a rebate, consider it a bonus--once you receive it.