HP's rap by ACCC forces changes

The move follows the ACCC receiving more than 190 complaints about HP's cash back and gift promotions over the past year, primarily related to sale of personal computers and printers.

HP's media spokesperson confimred with CRN, the vendor has moved to service provider, Crossmark, for the management of reward fulfillment, and have worked with them to develop an online claim process.

They said an important change is that customers have complete transparency on the status of their claim throughout the claim process.

The new online claim system; requires minimal manual intervention and therefore minimises any errors in processing claims and keeps an online trail of interactions with customers;

Keeps the customer updated throughout the claiming process with the ability for them to log on and check the status of their claims; and triggers auto reminders to customers to send in their proof of purchase and email confirmation with timing of when they can expect payment. 

Customers receive the following emails during the claim process; confirmation email their claim has been lodged; proof of purchase received and validated (or a reminder that proof of purchase has not been received); and confirmation of fulfillment and expected date of fulfillment.

"HP has been dealing with many legacy escalations from the previous service provider and to address this we have put on extra resources to help clear these escalations," said the spokesperson.

"We are now dealing with minimal escalations."

HP has a policy of 75 days as the maximum period for cash back claims to be fulfilled, if the customer has met the promotion requirements.

The 75 day payment period covers the steps required by the customer, HP and the service provider.

"Delays in payment can occur due to incorrect information being submitted, delays in receiving information and delays in internal approval processes," said the spokesperson.

"HP has streamlined our processes to improve the speed with which we process reward fulfillment and this extends to all points of communication to customers around the promotion, including point of sale in-store, the web site, the claiming process and the call centre."

HP is now averaging around 40 days for cash back claims to be fulfilled, from validation of proof of purchase.