Microsoft-HP cashback saga continues

Microsoft is still trying to sort things out following a glitch on Friday that prevented people from getting a promised 40 percent cash back on purchases made on HP.com via Microsoft's Live Search Cashback program.

A crush of traffic led to a glitch that apparently led to a number of problems. Some shoppers were credited with only 3 percent cash back, rather than the promised 40 percent. Microsoft has said all those who made purchases through Live Search during the Black Friday promotion would get the higher rebate.

But some folks were unable to make their purchase at all on Friday. A Microsoft spokesperson told CNET News in a statement Monday that the HP promotion would be restarted in the coming days. However, that statement appears to have been premature.

In a blog post late on Tuesday, the software maker offered a much more vague statement.

"We're working actively to determine next steps for any specific HP promotions," according to the post, which was attributed to Rajat Taneja, Microsoft's general manager of worldwide commercial search. "We regret that we don't have more specific details at this time, but we can point customers to other Live Search cashback merchants with great deals on HP products, including eBay, which is currently offering 20 percent cashback."

The glitch was an unfortunate blow to Microsoft, shifting what could have been a banner day for Live Search cashback into another online black eye for the company.

[livecashbackblows]

Thank you for keeping focus on this disaster. I wasted almost 9 straight hours on Black Friday hitting refresh with hopes of surprising my kids with laptops for Christmas this year. What would have been a great experience what would have actually converted me to live search AND HP (I had always been a Dell guy before that) now has me fuming at both companies. HP does not appear to be actively trying to remedy the issue, deferring blame for the issues to Microsoft. Microsoft and their "customer service" is completely inept and unresponsive, and does not really seem to care that they created a miserable experience for so many people - people that they just wasted 5 months bribing. If they don't get their heads out of their butts and fix this quickly, I am sure i am not the only one who will be holding a grudge...

[pauldb]

I along with tens of thousands of others were frustrated with this marketing disaster. Not only are we all do an HP laptop at the discounted price but additional compensation for wasting our time. It would be one thing if only a limited number of units were available and we received a notice like Dell does saying all sold out. But that was not the case, Microsoft and HP choose to do absolutely nothing to update anyone that a problem even existed. Instead, knowing that thousands were mindlessly clicking away hour after hour allowed them waste their entire day. Both Microsoft and HP are in this together as a great deal of co marketing pushed this event. I am hopeful that by keeping this in the news they will be forced to deal with us. My response from the Microsoft today was a lame apology for any inconvenience. HP says it has nothing to do with anything and isn't responsible for something it has nothing to do with????? Please keep this on the front page so they are forced to hear us. The only reason to ever use Live Search is for the bribes, without that it has zero value. It has to be the worst of all the search engines.

[faboumen]

Wow. I think you may owe me compensation for reading your post. Why are they required to do anything. They offered a good deal and were overwhelmed by demand. YOU had the option of going elsewhere for your purchase, BUT YOU CHOSE not to. YOU CHOSE to 'waste' your time. If someone chooses to offer a service to others, they set the terms of the service that they chose to offer. If you do not like it...DO NOT USE IT, or GET OFF YOU BUTT AND START YOUR OWN.

Oh yeah, and if that still doesn't work...how long do I have to wait in line at the supermarket before I get compensated? How long do I have to wait at a traffic light before the city compensates me?

I guess we should sue the black Friday retailers who advertise items at steep discounts, but when those who stand in line for 5 hours finally get in the store, the items have sold out. That store should have anticipated that and had just enough, or more to handle that situation. ?They owe me money? I mean the store is there to service MY needs, and if they don't well...

For those that actually made a purchase and did not receive the specified cashback, you have a real gripe.

[ucbedge]

faboumen -
While I agree that Microsoft is not responsible for re-imbursing consumers for their time, you must realize that there are THOUSANDS of us out there who legitimately took part in this promotion and have heard nothing from Microsoft. I bought my first HP laptop through this promotion, yet I have heard nothing from Microsoft about my 40% cashback. All of my emails either go unanswered or are answered with the generic "wait 3-5 days" email.

You must realize that this practice is not only unethical, it's against the law. I (and many others) have screenshots proving that we took part in this promotion that Microsoft is now not honoring. It's called bait-and-switch - against federal and state (at least in California) law.

[faboumen]

ucbedge-
Please reread my previous comment...down at the bottom...

"For those that actually made a purchase and did not receive the specified cashback, you have a real gripe."

[pauldb]

I along with tens of thousands of others were frustrated with this marketing disaster. Not only are we all do an HP laptop at the discounted price but additional compensation for wasting our time. It would be one thing if only a limited number of units were available and we received a notice like Dell does saying all sold out. But that was not the case, Microsoft and HP choose to do absolutely nothing to update anyone that a problem even existed. Instead, knowing that thousands were mindlessly clicking away hour after hour allowed them waste their entire day. Both Microsoft and HP are in this together as a great deal of co marketing pushed this event. I am hopeful that by keeping this in the news they will be forced to deal with us. My response from the Microsoft today was a lame apology for any inconvenience. HP says it has nothing to do with anything and isn't responsible for something it has nothing to do with????? Please keep this on the front page so they are forced to hear us. The only reason to ever use Live Search is for the bribes, without that it has zero value. It has to be the worst of all the search engines.

[Dalkorian]

ROFLMAO!

M$ can't tell you the truth about the security or stability of their products, yet you expect them to tell the truth when they offer to bribe you to use their junk services?

There really is one born every minute.

[Heebee Jeebies]

You have all of these tech companies pushing all of this internet technology, trying to increase sales in a poor economy and they can't get things straight. What the hell is wrong? I mean really, you would think that they way this went down that neither Microsoft nor HP has ever used a technology product before. Give me a break. Pathetic. I guess we need laws that take these blunders and make them what they should have been and that is a boon to customers. Maybe they should have to keep track of when an item was placed in the shopping cart and if something like this happens they have to honor the price provided the items were added to the shopping cart during the promotion. Customers have 30 days to make that purchase. Something needs to be done to punish these companies in the hopes they get their poo together.

Robert

Robert

[Mikee_V]

Depending on what Microsoft does, I'm planning to contact BBB.org or any news broadcaster interested in the story. I'm pretty sure they'll have a lot of people to confirm the story and the negative publicity will be a good punishment.

[nasko2003]

I bought a notebook from www.shopping.hp.com on November 28 for $1800 only because 40% cashback make it $1080. I did everything by Microsoft cashback rules and made screenshots of every screen during the purchase. I have not received anything on my Microsoft cashback account for 7 days and you can only see "You have no purchase activity." I e-mailed all the required materials to Microsoft Live search customer service [invoice.user name + 1 clear screen hot]. I receive only automated replies, no live support, no phone...
HP laptop is arriving on Tuesday, December 9. I would return it if I can not use those 40% for some reason but Microsoft does not say neither "You are eligible" nor "You are not eligible", I have been receiving just automated confirmations after they receive my e-mail but not a clear decision. Am I asking for too much - somebody from Microsoft to tell me in 20 days after their promotion if I am eligible or not for it? It would be a real scam if I do not return the notebook and after a month Microsoft replies that I'm not eligible for their 40% promotion.
I'm thinking of bringing this issue to the Federal Trade Commission or Small Claim Court on the TV. What do you think? Is that a good idea? I have all the documents and the only weakness may occur is this. In the agreement with Microsoft [you can see it when you click "Legal" link at the bottom of their page] you can see the following text:
"You will not earn cashback rewards on purchases where (a) you open the store's web site in a different web browser; (b) your browser is not configured to accept cookies; (c) the purchase is not completed in the same web browsing session (not to exceed 24 hours) initiated by clicking on the eligible advertisement or listing; (d) the order is later cancelled or the goods or services are later returned; (e) the store does not report the purchase to Microsoft; (f) the goods or services are acquired for resale or other business purposes; (g) you also use a separate discount or coupon;or (h) you exceed the annual monetary cap on cashback rewards."
The only problem for me might be (g) you also use a separate discount or coupon. But when you shop at www.shopping.hp.com there always is "instant rebate" for any custom configuration you make while you customize your computer. If Microsoft consider this "discount" as if you used it you practically can not buy anything from www.shopping.hp.com. Why then did this 40% promotion take place when you practically can not buy anything without instant discount from HP?
My argument against "you use a separate discount" is that you do not initiate this discount, the HP just give to you. I did not have option not use it while did my purchase. Actually, what is the case here - Microsoft says "Do not use discount", while at the same time HP always give you discount, and you can not refuse it. Why then did this 40% promotion took place when you practically can not buy anything without instant discount from HP, and respectively to become not eligible for the Microsoft cashback?

Pay also attention that HP also has their own ad about this promotion on their site. Firstly, it was published for 40% discount (I have screenshot", then, they deleted just the percentage (40%) and left everything else the same in the ad. Actually, it is still online at http://shopping.hp.com/shopping/html/popup/msnlive?aoid=35252.

Please, help me with your advice. Keep this issue alive, bring it on first page, let people talk about it. I'm thinking about a site where I can receive all the complaints.

Thank you.

Sincerely,

Atanas Chamov

[nasko2003]

I bought a notebook from www.shopping.hp.com on November 28 for $1800 only because 40% cashback make it $1080. I did everything by Microsoft cashback rules and made screenshots of every screen during the purchase. I have not received anything on my Microsoft cashback account for 7 days and you can only see "You have no purchase activity." I e-mailed all the required materials to Microsoft Live search customer service [invoice.user name + 1 clear screen shot]. I receive only automated replies, no live support, no phone...
HP laptop is arriving on Tuesday, December 9. I would return it if I can not use those 40% for some reason but Microsoft does not say neither "You are eligible" nor "You are not eligible", I have been receiving just automated confirmations after they receive my e-mail but not a clear decision. Am I asking for too much - somebody from Microsoft to tell me in 20 days after their promotion if I am eligible or not for it? It would be a real scam if I do not return the notebook and after a month Microsoft replies that I'm not eligible for their 40% promotion.
I'm thinking of bringing this issue to the Federal Trade Commission or Small Claim Court on the TV. What do you think? Is that a good idea? I have all the documents and the only weakness may occur is this. In the agreement with Microsoft [you can see it when you click "Legal" link at the bottom of their page] you can see the following text:
"You will not earn cashback rewards on purchases where (a) you open the store's web site in a different web browser; (b) your browser is not configured to accept cookies; (c) the purchase is not completed in the same web browsing session (not to exceed 24 hours) initiated by clicking on the eligible advertisement or listing; (d) the order is later cancelled or the goods or services are later returned; (e) the store does not report the purchase to Microsoft; (f) the goods or services are acquired for resale or other business purposes; (g) you also use a separate discount or coupon;or (h) you exceed the annual monetary cap on cashback rewards."
The only problem for me might be (g) you also use a separate discount or coupon. But when you shop at www.shopping.hp.com there always is "instant rebate" for any custom configuration you make while you customize your computer. If Microsoft consider this "discount" as if you used it you practically can not buy anything from www.shopping.hp.com. Why then did this 40% promotion take place when you practically can not buy anything without instant discount from HP?
My argument against "you use a separate discount" is that you do not initiate this discount, the HP just give to you. I did not have option not use it while did my purchase. Actually, what is the case here - Microsoft says "Do not use discount", while at the same time HP always give you discount, and you can not refuse it. Why then did this 40% promotion took place when you practically can not buy anything without instant discount from HP, and respectively to become not eligible for the Microsoft cashback?

Pay also attention that HP also has their own ad about this promotion on their site. Firstly, it was published for 40% discount (I have screenshot", then, they deleted just the percentage (40%) and left everything else the same in the ad. Actually, it is still online at http://shopping.hp.com/shopping/html/popup/msnlive?aoid=35252.

Please, help me with your advice. Keep this issue alive, bring it on first page, let people talk about it. I'm thinking about a site where I can receive all the complaints.

Thank you.

Sincerely,

Atanas Chamov