The Australian Competition and Consumer Commission has highlighted that it has received almost 200 complaints about Hewlett-Packard’s cashback and gift promotions.
The watchdog has forced HP to implement new claims processing and complaint handling mechanisms after numerous consumers had trouble receiving their cashbacks and couldn’t contact the company.
“The ACCC received more than 190 complaints about Hewlett-Packard’s cash back and gift promotions over the past year, primarily related to sale of personal computers and printers,” said ACCC chairman, Graeme Samuel.
“Most complaints related to delays in receiving the cashback. Some also related to difficulties in contacting and/or receiving consistent responses from Hewlett-Packard or its agent.”
The ACCC mentioned that since notifying the company about the issues in 2008, HP has cooperated fully to resolve the issues.
To rectify the issue HP engaged a new service provider to manage its promotions, implemented a new claims processing procedure and a new complaint handling procedure, and updated its website to include information for consumers who have not received their cashback and contact details for escalation of complaints.
“Cash back offers are popular with consumers, so it is very important that companies making such offers treat consumers fairly and provide clear and straightforward information about claiming cash backs,” Mr Samuel said.
Samuel also reinforced that manufacturers offering cashbacks and gifts should listen to their customers and respond quickly if there are issues of delay or confusion around claims.
“The ACCC will look to enforcement action where it considers a trader has engaged in misleading or deceptive conduct in relation to cash back or prize offers and is unable to resolve the ACCC’s concerns.”