ASUS not honouring cash back

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jbard

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#248608 2-Apr-2019 14:16

Hey guys,

Back in December last year I purchased an ASUS laptop, it was part of a $150 cash back promotion that I had to redeem online.

I followed all of the steps and my claim was approved on 4th Jan 2019.

I was assured I would receive the $150 within 8 weeks of the claim being approved. So 2 months go by and I haven't received my cash back yet.

I reach out to the support email (which goes to an AU company handling the claim), they said their is a delay with payments as they are waiting for ASUS head office in the US to sign off on payments.

I waited another month and still no cash back, I have since emailed them twice but had no response. It has been 4 months since my claim was approved and i'm a little out of options.

Is their anybody I can contact to get the cash back I should receive?

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#2209427 2-Apr-2019 14:20

Dd you buy it from a NZ retailer? If yes, then they should help you get it. I have been through this myself with another computer manufacturer where they didn't pay out and it also went through to an Oz cashback company. Had to get the manager of the retailer involved and they ended up sorting it by providing me with the cashback direct.

backfiah

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#2209428 2-Apr-2019 14:21

I'd try to find the contact details of someone more senior to contact (as well as the general CS email) and make it quite clear that I would be willing to place a ComCom complaint and/or pursue it through the Disputes Tribunal if they don't fulfil their obligations ASAP. Highlight that they're breaching the Fair Trading Act at a minimum...

Coil

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#2209429 2-Apr-2019 14:22

Go back to retailer. They failed to honor their obligations whether it is money from the Manufacture or what ever, the retailer is who you did business with and they marketed the device as having a cash back.

This is why I don't even bother with cash back deals. Might as well be a scam like a certain company selling printers in the lat 00's with a 80% or something cashback that never followed through.

jbard

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#2209432 2-Apr-2019 14:31

I did purchase it from a NZ retailer. I have sent them an email now explaining the situation - hopefully they are able to help me.

Coil

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#2209439 2-Apr-2019 14:40

jbard:

I did purchase it from a NZ retailer. I have sent them an email now explaining the situation - hopefully they are able to help me.

https://www.consumerprotection.govt.nz/general-help/common-consumer-issues/misleading-prices-or-advertising/

CGA:

"If the discounted price is used a lot, it becomes the usual selling price. It would then be misleading for a business to continue to claim it was discounting this price.

Businesses may also mislead you about prices if they:

promote a special price to get you to buy quickly when it's actually the usual price
state an advertised price is the total price to pay when it is not."

IANAL - I interpret the last statement as relating to your issue.
Most retailers will say for example "$79.99 after $20 cash back" on advertising material, which is effectively "the total price to pay when it is not."

jbard

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#2209827 2-Apr-2019 23:14

So a small update, the NZ retailer was helpful and put me in touch with the direct contact at ASUS - unfortunately they mostly just brushed me off with this response:

Thanks a lot for your support on our Christmas cashback promotion in 2018, we had a really successful campaign and the number of the total claims is out of our expectation. Our marketing team is working hard on to process your redemption. You can look forward to receiving your payment in a very short time. Thanks again for your patient!

I'm am certainly going to pursue this further as I don't really feel 4 months is a reasonable timeline even if their total claims are "out of our expectation".

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mattwnz

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#2209829 2-Apr-2019 23:18

Who replied to you, as the final word should be patience, not patient. Also out of our expectation, should be exceeded our expectation. Looks like a canned type of response, although you would hope they wouldn't have those types of error in a canned response. Do they have a NZ based manager you can contact directly
IANAL, but I would tell the retailer that I was not happy with their response and how it didn't even give a time period, and that the time delay is excessive and is outside the time period scope of the cashback contract you agreed to when you purchased it. The retailer should really be handling it for you from here on, to make sure you get a successful result IMO

quickymart

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#2210862 4-Apr-2019 18:13

I would write back, "how long is "a short time"? Days? Weeks? Months? Years? Decades? It's been 4 months already...how much longer should I wait?" (or not...) :)

Sideface

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#2210885 4-Apr-2019 19:21

Payback offers are a rort until proven otherwise.

Over the last 5 years I have bought 3 hardware items - two of them big-name printers - in NZ from "respected" retailers offering pay back.

Three times I have (correctly) filled out lengthy and highly intrusive claim forms, complete with my bank account details.

I have not received one cent back.

Endless procrastination, despite repeated requests/complaints and phone calls.

Nothing.

Never again.

Avoid. 🤥

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amiga500

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#2210886 4-Apr-2019 19:24

Good luck with the cash back. A while back I read a story about a camera store going out of business in the USA. The owner said that the way cash backs work over there is that when he sold a camera he had to give the customer the cash back, & claim the cash back himself - often waiting months for the payment. He cited this as one of the reasons for closing his business.

networkn

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#2210890 4-Apr-2019 19:37

I have used cashbacks for HP, Canon and Brother printers without a single issue.

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kiwiharry

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#2210891 4-Apr-2019 19:42

Sideface:
Payback offers are a rort until proven otherwise.

Over the last 5 years I have bought 3 hardware items - two of them big-name printers - in NZ from "respected" retailers offering pay back.

Three times I have (correctly) filled out lengthy and highly intrusive claim forms, complete with my bank account details.

I have not received one cent back.

Endless procrastination, despite repeated requests/complaints and phone calls.

Nothing.

Never again.

Avoid. 🤥

Wow. My experience has been total opposite. Have made 2 claims that I can recall for cashback on printers and refunds received within stipulated timeframes. Never had to chase them up.

If you can't laugh at yourself then you probably shouldn't laugh at others.

KiwiSurfer

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#2210896 4-Apr-2019 19:59

I have had success with the only cashback purchase I made. It was some years ago though. Wonder if cashbacks have become a victim of its own success...

gregmcc

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#2210910 4-Apr-2019 20:27

at the end of the day the retailer is responsible for the cashback as you have a sale and purchase contract with them. ASUS for whatever reason arn't coming to the party, so write/email to the retailer, set a time frame for the cashback to be supplied and set what will happen if the cashback (return of the product for a full refund as the sale and purchase agreement wasn't honored).

Sometimes you just have to get tough, take the lead instead and set the conditions as neither the retailer or ASUS seem to want to play the game.

MurrayM

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#2211109 5-Apr-2019 09:03

networkn:

I have used cashbacks for HP, Canon and Brother printers without a single issue.

That has been my experience too. I usually apply for the cashback and then forget about them and get a pleasant surprise when the money shows up.

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