[smhaunch]

Many weeks ago I asked whether a rebate would be available for users of Merlin, the answer was yes. Your website was updated to say that rebates would be available. I spent many, many hours using OmniPlan during it's beta period, submitting buq reports and hopefully helping to make the product better.

Today, I downloaded the real thing and eagerly went to purchase from your store. What do I find? A piss poor mail-in excuse for a rebate program that only applies to US residents! I live in the UK, thanks a bunch guys.

I'll buy the software anyway since it's good and I need it (since I've been using it to manage live projects), but this has left a very very bad taste in my mouth regarding the OmniGroup. Not good.

[Brian]

You have our apologies for the miscommunication here. Myself and the other support ninjas don't know the ins and outs of the legal/financial stuff; it wasn't until this morning when I read your post that it occurred to me that there might be a country of origin restriction on the rebate. We knew there was going to be a rebate, so when folks asked, we told them yes.

Again, I'm sorry this miscommunication happened - we've collectively learned a lesson.

To answer the root of your unhappiness; there are some accounting and tax issues involved in offering a rebate to international customers. I checked with some folks here, and they're looking into what it would take to expand the rebate to cover folks in other countries. I can't and won't make any promises, but we're looking into it.

[mattao]

Please warn us if there is any rebate for non US resident people wich helped to debug through the Beta.

[Brian]

Okay, I just got another update - the details are still being worked out, but we are going to figure out a way to get international customers taken care of.

I'll post to this thread and post information on the website once I know more.

[smhaunch]

Thanks Brian, that's really appreciated! Also, apologies for the foul mouthed acronym in my original post title...

[Bill Van Hecke]

Okay, the rebate form has been rewritten to include customers from all over the planet!

[relaxingdragon]

I agree, what a screw! I have not found myself so attached to OmniPlan that I feel compelled to purchase it, and being used to Merlin this seals the deal for me to upgrade to Merlin2 instead of switching. Very poorly thought out move Guys!

[relaxingdragon]

My bank charges me 20 pounds (c.$40) to handle a foreign currency cheque, some banks will not handle this at all (as it is considered to low an amount to be practical). Be prepared for disappointment.
Brian, can you ask the sales team how they would like to receive foreign currency checks?
If you don't care about overseas sales, you are doing a fine job, but I think this will, and should, put a lot of Merlin owners off switching. Such a pity!

[Brian]

I've talked to several folks here about your post and your concerns; we'll try to find a way to avoid some of these problems in the future. I don't have a solution for you in the here and now, unfortunately.

I hope that you're not interpreting our efforts here as being apathetic towards good customer service. The logistics of the rebate program definitely aren't as advantageous if you happen to live overseas, but we're trying.

Honestly, though, I'd much rather have folks choose the application that works best for them - Merlin, OmniPlan, or what have you - than try to set the equation up so that OmniPlan was the "only" choice. If the reason behind their decision is bank policies, price, features, currency exchange rates, global warming, or whatever else, I just want to know about it, so we can do better next time.

[Forrest]

If anyone would like to help prevent global warming, I volunteer to have their rebate check made out to me and I'll ride my bike over to their office and pick it up.

My bank is on the way back so I wont even have to make an extra trip.