Two days ago I posted about an issue we were having with a $70 rebate from Firestone. After a lot of quotes and research my husband went with Firestone because they price matched our lowest quote, awesome! and they were offering a $70 rebate to boot! Double awesome!
Imagine our surprise on Tuesday evening when my husband received an email stating that we were denied the rebate due to the fact my husband hadn’t sent in the original receipt, which he actually had done. The email was the standard “do not respond to this email” and without a phone number to call, I did what any blogger/social media addict would do. I turned to Twitter and immediately tweeted to @FirestoneAuto about the issue. Then, of course, I blogged about it here. After all, it was What the Hell Wednesday.
Within a few hours of the post going live I had received two tweets from @FirestoneAuto asking me to forward the information to them and also this comment on the post.
Thank you for posting your experience.
We do honor our rebates, warranties and provide guarantees on all our services in our company-owned locations to ensure that we have happy and loyal customers.
I replied to your tweet this morning asking you to send me an email at firstname.lastname@example.org so that I can get some additional information from you via email as that is more secure than tweeting personal information.
When you send me an email, please include the address of the store that you and your husband visited so that I can look up your invoice and get the right people involved. The rebate that you were offered was a likely rebate that is from the manufacturer (Firestone) and not from our store. However, as a Firestone Complete Auto Care customer, we will get involved and work with the folks who fulfill the rebate to see what needs to be done to receive your $70 rebate.
I apologize for the inconvenience and for causing you to tweet us and post on your blog about your experience. Hopefully we can resolve this quickly.
I forwarded the copies of the receipt and the rebate form yesterday morning. I received a tweet from @FirestoneAuto letting me know he had received them and was forwarding them to the rebate department and I’m very pleased to say that we received another email last night informing us that we would be receiving the rebate with our original documentation. Yay!
It is wonderful when a company is so responsive to customer complaints. When I wrote that post I was venting and not sure if they would even respond. So, thank you to Steve who responded to quickly to my plight and for getting our information to the right people so this could be corrected. Way to go Firestone!