"Personal" Customer Service

Way back in the dark ages when customer service was all the rage, I remember a speaker saying that problems will occur, and we are willing to accept that.  However, when we complain and are hassled, "Now it is personal".  I had a recent experience that reinforced this message.  An electronic device I purchased had a $5 mail-in rebate.  I always send in rebates, on principle.  At first, the process seemed painless - I was directed to submit the rebate request online.  Of course, that would be too simple.  I then had to print off and complete a rebate form, attach the UPC code, include a copy of the purchase receipt and mail it to the rebate company.

I completed the instructions carefully, photocopied the receipt onto the back of the rebate form (why waste paper), wrote on the front of the rebate form to "See back for receipt" and posted everything to the USA.  Three weeks later, I was informed that my request was not approved, with five reasons listed.  I called the rebate company and was informed that I had not sent a copy of the receipt.  The individual pulled up the scanned image, confirmed that my written instructions were there, and then told me that I needed to go through the entire process again, this time copying the receipt onto a separate sheet of paper (it appears that only the envelope and the front of the rebate form had been scanned).  I pointed out that this seemed rather silly, given that (a) the problem was clearly at the rebate company's end, and (b) the rebate was for the princely sum of $5.  The individual was adamant that I needed to follow the procedure.  When I agreed but mentioned that a copy would go to the Better Business Bureau, the conversation was abruptly terminated.

I send in a second rebate form and also opened up an 'information only' complaint with the BBB, suggesting that this could be another example what appears to be common practice in handling rebates: make the process difficult so that people give up.  Two weeks later, I was informed that "We are pleased to inform you that your rebate ... has been processed and approved .... Your Check will be mailed within 8-10 weeks."  However, the rebate company's response to the BBB complaint is priceless:

 
"As a courtesy, your $5.00 claim has been approved. For future submissions please do not staple documents back to back. The front of the documents are scanned.  ...  There have been no instances where we received documents stapled back-to-back. This process is automated. This was taken into consideration for your courtesy approval."