ACCC whacks HP over cash backs

By Stephen Withers
Friday, 03 July 2009 12:31

Opinion and Analysis

Hewlett-Packard has changed its cash back redemption process following a rash of complaints to the Australian Competition and Consumer Commission (ACCC).

Following more than 190 complaints to the ACCC over the past year, HP has revised its claims processing and complaint handling procedures for cash back and gift promotions.

"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," ACCC chairman Graeme Samuel, said today.

"Most complaints related to delays in receiving the cash back. Some also related to difficulties in contacting and/or receiving consistent responses from Hewlett-Packard or its agent," he added.

The company has appointed a new service provider to handle these promotions, instituted new claims processing and complaint handling procedures, and and added a "Cash Back/Reward not received" link to the contact page of its Australian web site.

ACCC officials noted that "Hewlett-Packard cooperated fully and has worked with the ACCC to resolve the issues."

HP officials explained that its new provider is using a processing system that automatically notifies customers when their claim has been lodged, when proof of purchase has been received and validated (alternatively, a reminder is sent), and when fulfilment is expected.

What else did HP say? See page 2.