Just bought an Acer or emachines computer? Do you need to claim your cashback?  Do you know how to ?

That was me the other day.  I paid $356 for an emachines EME642G notebook computer, with the promise that it comes down to $297 after cashback.

I get home, open the box, and no paperwork to make a claim…

So, I head to Google, and see some links, but these links lead me to pages that say:

ERROR

The requested URL could not be retrieved

I got TWO just like that…

So I try going direct: http://www.emachines.com.au and get to the official page…

It even has a tab marked “Redemption”, so I click it and…

OK, now I am feeling a bit annoyed. I want my $59 Cashback !!

I look for the emachines support page, and see this:

Online Enquiry

• Support enquiries – click here
• Redemption – click here

I clicked on • Redemption – click here and got… yes…

ERROR
The requested URL could not be retrieved

bugger.. I then clicked on “Support enquiries – click here“ and ended up at the “ACER Online Helpdesk and Support” page.  Where I need to login to get help.

I enter my emachines login name and password and get:

Invalid Username or Password

Of course…  I am registered with emachines, not ACER.

In this day of computers and technology, we have to drop back to the telephone system…

Redemption – (02) 8762 3262
Claim registration and enquiries. Telephone operating hours:
Monday to Friday: 9am – 5pm (AEST excluding NSW public holidays)

It is 8:30am now, so I will try and call later. Will I be more relaxed by then, or not !!

Now 9:30am, and I have called the above ph0ne number. It appears their website is having problems following overnight maintenance, and I should try again in a few hours.

It is now just after 10:00am, and this link got me to a correct page:

http://redemption.emachines.com.au/ecprod/ACA/Projects/CashBack/Loading?entity=0030

But NOTE … claim within 14 days of purchase, or lose it !!

Oh BUGGER !  I entered my SNID, from the side of the box, double checked to make sure it was right. TWICE.  I know it is right because it was also checked on the earlier phone call.

Your SNID is unable to be validated at this time. Please check and re-enter your SNID or contact us online at helpdesk.acer.com.au or by phone on (02) 8762 3264.

Acer Cashback is Easy! PDF ??

September 14, 2011 at 15:11 3:00pm

After sending a message via the contact page, I have now been given a correct point of contact.
http://helpdesk.acer.com.au/index.php?_m=tickets&_a=submit&step=1&departmentid=37&group=ASPAPR
Fingers crossed.

September 15, 2011 at 09:30

Success.  Late last night I got my Cashback claim registered, printed out the forms, and just need to get a photocopy of my invoice to be sent off with the Claim Form and the barcode from the side of the packing box.
It appears that their redemption site was down for a long time.  For a big computer company to allow this, without an on screen message to advise people, just seems very wrong.

The response to my message for help however, was not what I might have expected…

Good Morning xxxxx,

Thank you for your enquiry, please visit au.emachines.com or nz.emachines.com depending on your country within 14 days of purchase and click on the “redemption” link to register your claim.

From there please follow the prompts through to the end of the registration, if you have any problems completing the process our Loyalty Team can provide assistance on (02) 8762 3262 (in Australia) or 0800 864 862 (in New Zealand).

At the end you will be issued with a claim form which contains a claim number. Please enclose the claim form along with a copy of your receipt and original SNID barcode along to the address on your claim form.

Thank you

That link took me to this page.. again…

This was where the problem began, with the redemption link not being in full operation.

I kind of expected a reply worded more like this:

We are sorry for the inconvenience, but our redemption site was not operational for most of today, although it is now fully working again. Please try the link again to complete your claim. In the event of further problems please call me immediately so I can help to resolve any problem.

Now wouldn’t that have been much nicer…