Currys/PC World Cashback Promotion Fail

GadgetMan34

My partner and I went to PC World, Wednesbury on 24/09/2014 to take advantage of the Cashback Promotion that was to end that day. We were attracted to the Lenovo Z50-70 which was on sale for £599.00 plus a £100 cashback, making the final price £499.00. We decided to purchase the laptop, and were told what we needed to do to claim the £100 (claims must be made between 21 and 60 days after purchase, by completing the online claim form at curryspcworldcashback.com/pages/lpt14/view

My complaint is not about PC World Wednesbury; their staff are friendly and helpful, and I couldn't ask for more. However, the support at curryspcworldcashback.com is dreadful.

On 23rd October, 30 days after purchase, I went to the claim site and entered the required details from our receipt; the receipt date, the branch number, the receipt number and the product code for the cashback item we purchased. The site wouldn't accept the details and so I contacted support@curryspcworldcashback.com

Joe contacted me by email:
"Thank you for your email.
Unfortunately these details were not recognised by our system.
Please upload a photo copy of your receipt on an e-mail to us and we can then amend this issue for you."

I replied to the email with a photo of my receipt. Joe replied with
"Thank you for your providing your receipt.
I will pass this issue onto our IT department to get this issue amended for you as a top priority.
Please expect an update via e-mail once this has been rectified.
If you have any further questions please feel free to contact a member of our team."

I heard nothing from them, and so on 3rd November I contacted them again explaining what had happened and that I had still not heard from them.

Joe replied again this morning saying
"Thank you for your e-mail.
Please upload a screen shot of this issue - I will then investigate this as a top issue."

I have sent another photo of my receipt and am awaiting a reply.

I wondered if anyone else had had any problems with this year’s PC World Cashback?

InsideInsurance

You havent said what the timescales have been between your emails and getting replies.

You attempted uploaded on the 23rd and on the 3rd you still hadnt had a reply but assuming they were ultra efficient initially and replied instantly you are only talking 6 working days. Assuming the more likely case that it took a day or so between each interaction then its even less time.

Unfortunately in the world of post sales 6 working days is not a very long time.

GadgetMan34

I apologise for not giving details of timescales. What I also forgot to mention in the post was that I was given a claim number which I have quoted in all communications. Despite this, I have been asked to send a copy of my receipt on two occasions. This has clearly not been logged properly, regardless of timescale.

The point of this post is not the timescales involved, but a system which does not work. "These details were not recognised by our system" when the details are from a PC World receipt, and staff at PC World verified that I had entered the correct information.

SuperHan

I don't think they wanted a second picture of your receipt, rather a screenshot of the error message you were receiving when you try to input the information.

It would seem that they have tried to find your receipt, have probably found it, and now are wondering why it doesn't work when inputted in to the cash back system, and so want to see exactly what the error message is.

There may be an issue at their end that the laptop has dropped in price since and has been taken off the issue, so they need to verify manually that it was included at the time, but to check this they need to see the exact error message.

They haven't been too unhelpful, the systems have fallen down somewhere and they are doing their best to fix it!

GadgetMan34

Thanks SuperHan, it wasn't a screenshot that they asked for, but your explanation that you have given is a valid one.

SuperHan

GadgetMan34 wrote: »

Joe replied again this morning saying
"Thank you for your e-mail.
Please upload a screen shot of this issue - I will then investigate this as a top issue."

GadgetMan34 wrote: »

Thanks SuperHan, it wasn't a screenshot that they asked for, but your explanation that you have given is a valid one.

I was using your wording!

Hope that this gets sorted for you though.

missymouse

Hi

Could I join in with this thread. I bought a Lenovo pc from John Lewis in early October and it was promoted with the VAT offer. However when I went to reclaim, my model wasn't on their system. Has anyone else had this problem. i am really cross as that was partly why I purchased it. I cannot believe a reputable company would get it wrong. I have emailed Lenovo to query this.

SuperHan

missymouse wrote: »

Hi

Could I join in with this thread. I bought a Lenovo pc from John Lewis in early October and it was promoted with the VAT offer. However when I went to reclaim, my model wasn't on their system. Has anyone else had this problem. i am really cross as that was partly why I purchased it. I cannot believe a reputable company would get it wrong. I have emailed Lenovo to query this.

Speak to Currys, not Lenovo, and they should get it sorted for you.

Bantex_2

SuperHan wrote: »

Speak to Currys, not Lenovo, and they should get it sorted for you.

Don't think they will.

[Deleted User]

SuperHan wrote: »

Speak to Currys, not Lenovo, and they should get it sorted for you.

Bantex wrote: »

Don't think they will.

I don't think so either. Why would Curry's be of assistance to a John Lewis customer?

missymouse

thanks


I did speak to John Lewis and there definitely should have been VAT to reclaim on that product but it is worrying that it is not one of the machines listed?


I found this discussion when searching and I thought it would be ok to broaden it out a bit to see if it was a common theme with the VAT reclaim as it seems quite