Cashback - who's responsibility it is?

aldredd

Hello, I bought a laptop in early September online (well, reserved online & collected & paid in store).

They advertised the laptop as being included in a cashback offer being prompted by the manufacturer. (Though the actual advert didn't state this - only that there was cashback available)

T&C's stated claim they would issue cashback with 30 days of validating my claim.

It took until 24th October for my claim to be validated. As expected, said payment should reach me within 30 days.

That came and went, so sent a chaser email, to which they responded that it would be another 10-14 days. That too has been and gone - and are now saying 7-10 days - which allowing for xmas etc, means Jan earliest.

So, I just wonder - who's ultimately has the responsibility to ensure I receive the cashback? I have no problem dealing with the manufacturer, but if I continue to have delays - when I would suggest it's already been an unacceptable amount of time - would I be within my right to demand intervention by the retailer who advertised the promotion?

(for anyone interested, I've found the original page advertising the offer - let me know, and I'll add it, but keen for this to be a broader discussion rather than about this specific example of possible)

Thanks

righter

I had a similar issue with a voucher for coffee capsules for £40,that I bought last Christmas. it was hyped everywhere. It took 3 months to get it sorted. These cash-back/free gift/voucher offers are great at pulling people in......but they are a lot of hassle to deal with.

These offers usually originate with the manufacturers and i would assume it might be classed as false advertising,if you never get your money.

I`m sure someone with more knowledge than me will be able to advise you.

Name the manufacturer...and they often " *magically" appear on the forum to offer resolution.







*Not so much magic..but Google Alert!

aldredd

haha, perhaps. I will do - though keen to have a broader discussion on where the onus to deliver the advertised promise is (my suspicion is the retailer - seeing as the contract to supply the product was with them, but just wanted to confirm)

The manufacturer is Samsung. The retailer in question was pcworld, though the offer was advertised on many retailers websites.

THIS is the pcworld advert relating to the offer.

If it's a clear-cut case that it's the retailers obligation to ensure the terms of our contract are fulfilled (ie I buy a laptop and get £50 cashback provided I claim within the T&C's of that promotion, which I did) - then I will try and speak to them on Monday and see if they can hurry things along. 4 months is more than enough time (when it stated 30 days).

Scarpacci

I think you would have a hard time pinning the responsibility on the retailer. All they did was advertise a manufacturer's cashback offer, so it remains the manufacturer responsibility to provide the cashback. The advert on the PC World website says go to the Samsung website to provide proof of purchase, so I'd say after that it's nothing to do with PC World. As you say, many retailers advertised this and it was not a promotion between a specific retailer and a manufacturer.

The Samsung page that PC World link to has a link to the full terms and conditions of the cashback offer which includes:

Promoter: Samsung Electronics (UK) Limited. Samsung is using a third party service provider, Opia Limited, to operate this promotion.

I think the buck stops with them.

molerat

They will pay out, just painfully slowly. Took 2 months from validation (which was only a couple of days after applying though).

I think the retailer could be held as part of the invitation. I would write to Samsung, my son had a similar problem with Toshiba when their agent was dragging their heels and they sorted it.

aldredd

thanks molerat - I'm sure they will pay up eventually, they're just being unfairly slow about it & breaking their own T&C's!

I'm sure somewhere along the line the retailer must have a responsibility, after all, they made a sale based on the promise that I would receive £50 from the manufacturer, but am yet to receive it.

ahx15

I bought a laptop on the same conditions, it was from Sainsbury's and advertised £50 cashback. However, after sending away my form 1st class post I waited 5 weeks then called Samsung to ask where my money was considering it was past 30 days and they said they hadn't received my claim and couldn't help me as the promotion had now closed! I bought the laptop on October 25th and the promotion closed November 1st so by the time my 30 days had past obviously the promotion had closed but no amount of arguing was getting me anywhere and I hung up the phone. Therefore, I didn't get any cashback at all! I would like to know how many other claims Samsung said they 'didn't receive'.

aldredd

Still no cashback - just getting silly now

StuieUK34

OPIA is indeed the company that handles the cashback.
They are indeed the WORST company to handle promotions...
Once had a sales call from them for my company, kinda said in strong words: When i want to lose business, i'll come to you...

Average turn-around time for cashback which is via OPIA = 5 months....
I stopped buying any HP machines that offer promotions, infact, i stopped buying HP cos of OPIA... useless [EMAIL="c@%!s"]c@%!s[/EMAIL]!

hanxslf

I'm still waiting for my £50 cashback on a Samsung Galaxy Tab 2 10.1, which i bought a week before Christmas 2012.
I fill all the forms in as stated and got a conformation email confirming my claim was valid.
But here we are 3 months later Still no sign of cash back

I'm giving it 2 weeks if no cashback then Samsung will be getting a very Angry email. And no Samsung product will ever cross my doorstep. So that will be one manufacturer to cross of my list for a Large screen LED/LCD HD TV of which I'm currently thinking of getting.

wealdroam

hanxslf wrote: »

I'm still waiting for my £50 cashback on a Samsung Galaxy Tab 2 10.1, which i bought a week before Christmas 2012.
I fill all the forms in as stated and got a conformation email confirming my claim was valid.
But here we are 3 months later Still no sign of cash back

I'm giving it 2 weeks if no cashback then Samsung will be getting a very Angry email. And no Samsung product will ever cross my doorstep. So that will be one manufacturer to cross of my list for a Large screen LED/LCD HD TV of which I'm currently thinking of getting.

Responded to your other post.