Even legitimate, well-known companies will throw customers for a loop on occasion when they refuse to issue refunds, honor warranties, or simply have rude or unresponsive customer service. Such companies can run, but they cannot hide, from tenacious COMBAT volunteers who ring the truth about law and consumer rights in their corporate ears. That was the case for Mr. M of Belfast when he attempted to claim the rebate from the large and well-respected Zip-drive distributor Iomega.

After completing a rebate coupon, and mailing it along with a copy of the sales receipt and packaging bar code label to the address provided by the sales associate, Mr. M waited for his check to arrive.

Not quite three weeks later, instead of getting his rebate, Mr. M received a letter that stated his request was not received within the time limits of the promotion. However, our Maine consumer had wisely kept a copy of the rebate that clearly confirmed in writing that indeed not only was his coupon mailed in on time, but the letter from company also came before the promotion’s expiration.

Believing that rationality would prevail, Mr. M contacted Iomega customer service describing their error. Iomega responded, asking that Mr. M return their letter with a note that described the error. Mr. M did this immediately, sat back, and again waited for his rebate check.

However, after eight weeks (late November), Mr. M still had not received his rebate and contacted customer service once again. Iomega assured Mr. M that the check had been sent, and that there must be a hang-up in the mail, probably holiday-related. This was not the answer Mr. M was looking for, but the representative insisted he wait.

By early January Mr. M lost faith that Iomega was going to make good on its end of the bargain. He mailed a letter that clearly stated the situation, his previous contacts with the company, his dissatisfaction with the treatment he was receiving, and that he still expected his refund. A month later, feeling like there was no more he could do to secure his rebate, Mr. M contacted COMBAT.

Already a member, Mr. M gave one of our caseworkers the green light to retrieve his money. Within a week, our caseworker mailed a letter to the president of Iomega that not only reiterated the circumstances of Mr. M’s situation, but also noted that it had been at least 10 weeks since Iomega’s customer service representative informed Mr. M that his rebate had already been mailed.

“Ten weeks was more than enough time for Mr. M to wait,” we said, “and the holidays are long over so there should be no more excuses.”

As always, we included a copy of Maine law as relates to unfair trade practices, stating that Iomega was clearly in violation. Mr. M contacted us a week after we mailed our letter saying he had finally received his rebate.

This situation is like the ax stuck in the log that we keep pulling on and pulling on to no avail, and the next person to come along yanks it right out of the wood. We have all been there, and this time it was Mr. M’s turn. His efforts went unrewarded no matter what he did, not because he wasn’t thorough or righteous, but because sometimes it just requires another hand to release the ax. This time, we were happy to be that other hand.

What’s your beef? Forum wants to know what is putting burrs under Maine consumers’ saddles. If you have a pet peeve or gripe, write us at the address below.

Consumer Forum is a collaboration of the Bangor Daily News and Northeast COMBAT-Maine Center for the Public Interest, Maine’s membership-funded nonprofit consumer organization. For help and information write: Consumer Forum, Bangor Daily News, PO Box 1329, Bangor 04402-1329.