CLOSED: Quidco Question and Answers - please see new thread

chanz4

It seems you jsut really dont care, wont be using your site after years of using it again

CIM

I actually have 2 PCWorld unpaid items - both tracked but still unpaid. The first transaction was as long ago as December 2010, then one in May 2011.

I have had a few "We're sorry that your cashback from PC World is taking longer than we would normally expect..." updates - and have forwarded various pieces of info and update enquiries.

IMO Quidco should have been able to get PCWorld to resolve this much sooner and at the very least explain what the problem is rather than sitting on it for 14 months.

Not impressed.

watchitm80

Quidco need to be aware of sharp practices being used by the AA to sell their Breakdown policies. My wife has just got off the phone from them. She queried their Breakdown rates. She was told categorically that if she went through Quidco she would not receive the same breakdown response time as she would by buying from them direct!
I have just complained to a manager at the AA that this is a complete lie and should not be said to prospective customers. Maybe someone at Quidco would like to take this up with the AA?

quidco_Company_Representative

Good morning,


@chanz4 – I’m really sorry you feel this way and I do appreciate it can be very disappointing when cashback is declined. However as I say, the only party who can decline cashback is the retailer. Quidco, nor any other cashback site, has any part in cashback being declined. We simply pass on to you the cashback that we receive from the retailer.

@CIM – I am very sorry to hear how long that has taken, and I do agree, a delay of this length is unacceptable. We have brought in new procedures to tackle delays more efficiently recently, so can I ask you to raise a support ticket with the team if you haven’t done so recently?

@watchitm80 – You’re right, that is very concerning and they certainly shouldn’t be telling your wife that. When you make a purchase through Quidco, everything is exactly the same as when going direct, so the retailer wouldn’t really know if your purchase was made through Quidco, unless you specifically stated. However I will certainly report this to our Sales Director, so thank you for bringing this to our attention.

Many thanks,

Rosie

CIM

quidco_Company_Representative wrote: »

Good morning,

@CIM – I am very sorry to hear how long that has taken, and I do agree, a delay of this length is unacceptable. We have brought in new procedures to tackle delays more efficiently recently, so can I ask you to raise a support ticket with the team if you haven’t done so recently?

Hi, thanks for responding.

I will do so, have not raised one for a while but while I have your attention I'd like to I point out how inconvenient your system is.

The last message in my message system is 19th December 2011:

"It has come to our attention that you have outstanding PC World cashback which has now exceeded the average payment speed for this retailer.

I am going to personally investigate this delay for you with a view to getting this paid as quickly as possible.

We appreciate your patience whilst we chase this up and apologise for any disappointment that may have been so far caused by this."

Fair enough. But if I need to give support another prod now as you suggest - it appears that I cannot do this against this message directly - there is no 'reply' button in your support system AFAICS. So I have to raise a new ticket.

Likewise whenever something tracks at a wrong amount (which has happened to me more than once - funny how the amount never seems to track at more than the advertised rate!) the onus seems to be on the punter to spot the error and then provide purchase info - when, what, how much... its all hassle, and 'free' cash loses some of its sheen when you have to waste so much time getting it...

Nostromo

I was thinking of joining the Three network on this deal £81.82 cashback for SIM 600

http://www.quidco.com/three/

But does the cashback apply to the 12 month sim only all you can eat data package ?
It only mentions 1gb internet package on the quidco website.

enfah1

Dear Quidco representitive

I signed up with Ladbrokes through Quidco and made a deposit and played the minimum of £20, but i have not been able to see the £25 cashback appear on my quidco account for tracking.

When I tried to raise a cash back claim i got the following message, "Unfortunately we are unable to investigate transactions for this merchant".

Could you please investigate this for me? if it helps my user name is user1868932.

Thanks
John

The_AA_Company_Representative

watchitm80 wrote: »

Quidco need to be aware of sharp practices being used by the AA to sell their Breakdown policies. My wife has just got off the phone from them. She queried their Breakdown rates. She was told categorically that if she went through Quidco she would not receive the same breakdown response time as she would by buying from them direct!
I have just complained to a manager at the AA that this is a complete lie and should not be said to prospective customers. Maybe someone at Quidco would like to take this up with the AA?

Hello there. We are concerned to read this comment and address this issue immediately. We would appreciate further details and invite you to contact us at chat@theaa.com quoting the reference 4517. Many thanks.

quidco_Company_Representative

Good afternoon,


@CIM – Thank you for coming back to me. I am concerned that you have been unable to respond as with these sorts of messages, you should certainly be able to reply. Could you please confirm for me your Quidco UserID or email address so am I able to check this for you? If you do not want to post it on here, can I ask you to send this to members@quidco.com and I will personally take a look into this for you.

I do completely understand your point regarding incorrect cashback. Unfortunately incorrect tracking and tracking in general is out of our hands (this is something that the affiliate networks deal with), although it is one of the biggest problems we face within the cashback industry, if I’m honest. We do always try to pick up on every incorrect issue that we come across, as generally if one purchase has tracked incorrectly, it will be part of a batch of transactions that have all tracked incorrectly. We have become a lot more proactive with this as we have a new team who are dedicated to solely investigating incorrect tracking issues – but regrettably we aren’t always able to rectify every issue we come across, as much as we’d like to be able to.

@Nostromo – I can confirm that the £81.82 cashback deal is available for the £12 p/m tariff and the £15 p/m tariff.

@enfah1 – Sorry about that, we have now rectified this so you should now be able to raise the claim.

Many thanks,

Rosie

CIM

quidco_Company_Representative wrote: »

Good afternoon,


@CIM – Thank you for coming back to me. I am concerned that you have been unable to respond as with these sorts of messages, you should certainly be able to reply. Could you please confirm for me your Quidco UserID or email address so am I able to check this for you? If you do not want to post it on here, can I ask you to send this to members@quidco.com and I will personally take a look into this for you.

You emailed me in the support system at 9:07am yesterday in response to the new ticket I raised in response to your request - perhaps you can find my ID from your message history?

quidco_Company_Representative wrote: »

I do completely understand your point regarding incorrect cashback. Unfortunately incorrect tracking and tracking in general is out of our hands (this is something that the affiliate networks deal with), although it is one of the biggest problems we face within the cashback industry, if I’m honest.

I have no idea how an affiliate network operates, nor see why I should need to care, the customer only deals with Quidco and the merchant.

If the problem is more than occasional with a specific merchant then I suggest that Quidco should reconsider whether to continue offering cashback with that merchant, large or small. Otherwise you are supporting some kind of lottery gambling site and may need to apply for some different kind of license!

If your partnership is so unequal that you have to allow big merchants to ignore valid claims for many months then it does does not say much for what they think of their partnership with Quidco.

In the case where multiple playments are late or, as some of your comments seem to be preparing me for, possibly doomed to ultimate non-payment then the whole cashback system seems disingenous to me.

quidco_Company_Representative wrote: »

We do always try to pick up on every incorrect issue that we come across, as generally if one purchase has tracked incorrectly, it will be part of a batch of transactions that have all tracked incorrectly. We have become a lot more proactive with this as we have a new team who are dedicated to solely investigating incorrect tracking issues – but regrettably we aren’t always able to rectify every issue we come across, as much as we’d like to be able to.

From the end user's standpoint it is hard to see why not. Blaming an anonymous affiliate network (which I know absolutely nothing about) means little to the consumer.

An annoying aspect is your site has statistics for PCWorld:

2% paid within 60 days
41% paid between 60 to 90 days
57% paid between 90 to 180 days

Well where does that leave my two claims for Dec 2010 and May 2011? If nothing is ever paid after 180 days - what chance do I have of ever seeing my dues? Its about £25 we are talking about here. Not an earth shattering sum but the fact is that these cashback offers form part of the decision making process on selecting a merchant's offer - and just saying "regrettably we aren’t always able to rectify every issue we come across" is one heck of a get-out clause. Perhaps it should get equal billing to "The secret to smart shopping" tagline in your banners?