The ACCC said that they had 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," Chairman, Graeme Samuel, said.
"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."
The ACCC raised its concerns with Hewlett-Packard in late 2008. Hewlett-Packard cooperated fully and has worked with the ACCC to resolve the issues.
Hewlett Packard has:
engaged a new service provider to manage its cash back and gift promotions implemented a new claims processing procedure, including clear timeframes and mechanisms to communicate with consumers regarding their claims
implemented a new complaint handling procedure which allows consumers to escalate their complaints and states how escalated complaints will be dealt with, and
updated its website to include information for consumers who have not received their cash back and contact details for escalation of complaints.
