To: isdsms who wrote (38866 ) 12/6/1998 8:53:00 AM From: rupert1 Respond to of 97611
Misleading Rebates by: hlpinout So far Compaq seems to be handling their rebates fine. December 07, 1998, Issue: 229 Section: Opinion/Editorial Time to 'Just Say No' To the Addiction Of Misleading Rebates Mark Harrington Two years after state governments cracked down on deceptive zero-percent finance offers, retailers are flocking to offer Internet-service-based rebates with a similar addictive zeal-and may be on the same collision course. As the rebates kick into high gear on low-priced PCs, public disenchantment with terms and advertising tactics could lead to new government scrutiny. In what appears to be the most questionable use of such offers, one retailer during the Thanksgiving day weekend advertised a system with two $100 Internet service rebates. Customers who rushed blindly to the store could not have been happy when they were told the implications of the deal-having to sign up for two ISPs at once-if, indeed, they were told. The problem isn't with the offers themselves. Compaq's $100 rebate is pretty straightforward, for instance. Customers who register on its site receive $100. But other offers that require customers to pay cash for an allotted period before they're eligible for the rebate skirt the line. Similarly, offers that disqualify users who are already subscribers of a service open retailer advertising to valid complaints. With 12 million America Online subscribers in the market, and with second- and third-time PC purchasers making up a good portion of sales, there's a fair likelihood many customers already have the service. That raises the question: Should retailers change the way they advertise the offers? Is it fair, for instance, to make the after-rebate price of a system most prominent, when customers have to jump through a considerable number of hoops to get the $100? It's a question retailers ought to examine more carefully. When there's a fair chance many consumers won't be eligible for some of the rebates at all, retailers would be well-advised to make the rebate offers distinctly subordinate. The real danger with wrongly playing the Internet rebate game is that consumers, drawn to stores by the cash-back incentives, will be left with a bad impression of the retailer, the PC maker, or even the Web. The most straightforward of these offers are aimed at getting customers up and running on the Web. All should have that clear aim. Don't let the lure of the Web draw your store into misleading customers. If significant hurdles exist to get the rebate, don't play up the after-rebate price. We've been down this road before. Some customers no doubt are still working to pay off those "no interest" finance offers. And state governments already know under which rocks to look.