The Desk: Frustration source? One word, 'Plastic'

Mar 09, 2013 (The Oregonian - McClatchy-Tribune Information Services via COMTEX) -- Gift cards are great, especially if you have teens on your shopping list.

But when there's a problem the cards can be one big plastic pain. This past week alone, The Desk heard a few doozies, with at least one that went beyond the usual gift card grumbles.

It should be noted that in Oregon, gift cards cannot have expiration dates. However, discounted cards or certificates, such as those from Groupon or Living Social, can. Still, they must be good for at least 30 days after you buy them. Also, retailers can't deduct inactivity, maintenance or service fees from cards.

Now, let's get to these recent gift card gaffes.

Barbara Binford had saved up Fred Meyer gift cards throughout the year in anticipation of a sale the grocer usually has on small appliances in mid-February. This year's deal was on a nine-cup KitchenAid food processor for $149. In addition, the Southeast Portland woman was able to use an in-store coupon and qualified for a free $20 gift card with her purchase.

But as Binford pulled out her gift cards to pay, she recalls, the clerk said, "You can't do that. You can't buy a gift card with a gift card." Now that, Binford recalls thinking, is ridiculous.

"I wasn't buying a gift card, they were giving it to me," she told The Desk. "I was buying a food processor." Binford balked, but she said a manager who stopped by agreed with the cashier. Binford was aggravated, but seeing a line growing behind her, paid with cash. She later emailed Fred Meyer's parent, The Kroger Co., about her frustration. A customer service representative responded, saying Binford would hear from a local manager. Binford never heard a thing.

The Desk called and though it came late, Binford was vindicated.

"First of all, this customer should absolutely have been able to purchase the food processor with her gift cards," Melinda Merrill, a Fred Meyer spokeswoman, told The Desk. "On behalf of Fred Meyer, I am very sorry this customer wasn't able to make her purchase with gift cards, and did not receive any assistance at the store level." Fred Meyer does have a rule against buying gift cards with gift cards, which makes some sense to The Desk. But, as Merrill confirmed, Binford's transaction shouldn't have been affected by the policy. Merrill recommended asking for a store manager. If that doesn't work, she said, contact the Portland headquarters for a speedier response.

Merrill also offered Binford a $10 gift card -- that Binford promises not to use to buy a gift card -- and a store manager said he'd help Binford cash out the other cards.

Gift card promotions There's that old saying about using a carrot to get someone to do something instead of a stick.

Dan Brown would say Frontier Communications promised him a carrot, then whacked him with the stick.

The Beaverton man received an email from Frontier offering an Apple gift card if he renewed and expanded his service. He called, renewed, upgraded his Frontier TV service and said he was told he qualified for the $150 card.

It never came. When Brown called to inquire, he said a Frontier rep told him he hadn't qualified for the promotion. Brown said he talked to multiple reps over a number of days, hearing various and conflicting excuses.

The Desk called Frontier and was forwarded the promotional email. Indeed, Brown didn't qualify. But that's only clear after you click a "terms and conditions" link at the bottom of the Frontier email. That link opens onto another page that clarifies the gift card goes only to folks who renewed their two-year contract, and added a higher-speed Internet or another phone line or registered for a tech support and security plan.

Brown said no one ever explained that to him. Ultimately, Frontier agreed. After being contacted by The Desk, a Frontier representative listened to a recording of Brown's initial conversation and told Brown that he'd been given "misinformation." "We believe the customer was left with the impression that he did qualify for the offer, and we will be offering him the gift card," said Frontier spokesman Steven Crosby. "We should have been much clearer in our conversation." Crosby's consumer advice to address such issues Explain your issue to reps clearly and have all your records on hand. If you're not getting anywhere, he advised, remain polite and respectful, and ask for a manager.

"You're building a quasi-relationship and vice versa with the person you're speaking to," Crosby said.

He also encouraged customers to search online for general managers to contact. But that wasn't as easy as it sounds. The Desk Googled a few different ways and found only a list of store managers. If all else fails, follow The Desk's past advice and turn to social media. In this case, Twitter.com/ FrontierCorp or Facebook.com/FrontierCorp.

Brown's issue may sound familiar to a few Comcast customers, some who waited more than six months for a $250 Visa gift card. The Desk still occasionally hears from frustrated folks on that one. This email has worked for several customers: We_can_help@cable.comcast.com.

The Desk: Puttin' the "gift" back in gift card.

-- Have a complaint Contact Laura Gunderson, or Twitter.com.

___ (c)2013 The Oregonian (Portland, Ore.) Visit The Oregonian (Portland, Ore.) at www.oregonian.com Distributed by MCT Information Services

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