Qantas online Mall, cookies and points

[sergeyvzn]

An update on my unfortunate saga. Since I haven't heard from Qantas for a week I gave them a call myself today and spoke to a guy in Melbourne who was assigned my case. A long and quite heated (mostly on my side I must confess) conversation ensued, the outcome being Qantas is saying their policy is not to award points retrospectively and since they have no record (cookies) of my DJ transaction they can't do anything. I said I wasn't happy with that and asked to talk to a supervisor. There wasn't anyone available then so I'm now expecting a phone call in 48 hours. For me now it's a matter of principle- I followed all instructions and I don't understand how Qantas can just say "bad luck, can't help you". I fulfilled my side of a contract and expect the other side to fulfil theirs. I work across the road from Qantas HQ in Mascot so you might see me soon on TV making a huge scene at their reception -)

 

[WeeWillyWonka]

An update on my unfortunate saga. Since I haven't heard from Qantas for a week I gave them a call myself today and spoke to a guy in Melbourne who was assigned my case. A long and quite heated (mostly on my side I must confess) conversation ensued, the outcome being Qantas is saying their policy is not to award points retrospectively and since they have no record (cookies) of my DJ transaction they can't do anything. I said I wasn't happy with that and asked to talk to a supervisor. There wasn't anyone available then so I'm now expecting a phone call in 48 hours. For me now it's a matter of principle- I followed all instructions and I don't understand how Qantas can just say "bad luck, can't help you". I fulfilled my side of a contract and expect the other side to fulfil theirs. I work across the road from Qantas HQ in Mascot so you might see me soon on TV making a huge scene at their reception -)

Sounds like what happened to me. I was promised a call from a Supervisor but it's been a week and heard nothing - seems reflective of their CEO: blame all of Qantas' problems on everyone else

Good luck, hope you do

 

[sergeyvzn]

Sounds like what happened to me. I was promised a call from a Supervisor but it's been a week and heard nothing - seems reflective of their CEO: blame all of Qantas' problems on everyone else

Good luck, hope you do

I has now become a matter of principle. Qantas is defying common sense implicitly accusing me of trying to cheat them for a silly 1000 points....do they seriously think I had conceived this cunning plan of swindling this huge amount of points out of them by purchasing stuff from DJ and later claiming it was done via Qantas Mall whereas it wasn't? It's simply insulting.

I'm thinking taking the case to the Department of Fair Trading if there is no resolution soon. To me it sounds very much like a breach of a contract by Qantas - they wanted me to use the portal promising points, I followed their instructions and I expect to receive what is due to me. The fact that they failed to record the transaction on their side should not prevent them from fulfilling their obligations i.e. award me the points.

And a reasonable person would think they should've just given me the points a month ago to avoid the whole lot of following up, talking to me, wasting time and money? After all, we are talking 1000 points which is what, something like $20? I didn't think they would be that cheap

 

[eclectic_boogaloo]

Hi eclectic_boogaloo,

We're disappointed to hear this. Are you able to privately message your FF number and further info around dates of your purchases, we'll follow this up as a priority.

Kind Regards,
Red Roo

Hi Red Roo,

Did you receive my PMs? I haven't got a response from you or the Qantas team yet so not sure if anything has gone through yet

 

[eclectic_boogaloo]

I has now become a matter of principle. Qantas is defying common sense implicitly accusing me of trying to cheat them for a silly 1000 points....do they seriously think I had conceived this cunning plan of swindling this huge amount of points out of them by purchasing stuff from DJ and later claiming it was done via Qantas Mall whereas it wasn't? It's simply insulting.

I'm thinking taking the case to the Department of Fair Trading if there is no resolution soon. To me it sounds very much like a breach of a contract by Qantas - they wanted me to use the portal promising points, I followed their instructions and I expect to receive what is due to me. The fact that they failed to record the transaction on their side should not prevent them from fulfilling their obligations i.e. award me the points.

And a reasonable person would think they should've just given me the points a month ago to avoid the whole lot of following up, talking to me, wasting time and money? After all, we are talking 1000 points which is what, something like $20? I didn't think they would be that cheap

I'm not sure whether Fair Trading can do anything, but if I get the same response I'll probably complain as well. I probably wouldn't if Qantas had promptly given an answer one way or the other, but after multiple phone calls, emails with proof of purchase, and PMs to AFF reps to try and speed up the process, I'm expecting a positive response from the team.

 

[sergeyvzn]

I'm not sure whether Fair Trading can do anything, but if I get the same response I'll probably complain as well. I probably wouldn't if Qantas had promptly given an answer one way or the other, but after multiple phone calls, emails with proof of purchase, and PMs to AFF reps to try and speed up the process, I'm expecting a positive response from the team.

Good luck! I also don't und why it's taking so long

 

[WeeWillyWonka]

I'm not sure whether Fair Trading can do anything, but if I get the same response I'll probably complain as well. I probably wouldn't if Qantas had promptly given an answer one way or the other, but after multiple phone calls, emails with proof of purchase, and PMs to AFF reps to try and speed up the process, I'm expecting a positive response from the team.

Class action anyone?

 

[eclectic_boogaloo]

Class action anyone?

Ha ha, if only the lawyers wouldn't charge more for representation than the points we'd 'win'!

 

[opusman]

Class action anyone?

Our class action could be to tell everyone we know not to bother using the Qantas Mall?

 

[sergeyvzn]

Our class action could be to tell everyone we know not to bother using the Qantas Mall?

I'm in! If this doesn't help I'm chaining myself to a Qantas A380 -

 

[eclectic_boogaloo]

Just got a call from a Qantas rep. Apparently they can see that:

• I've clicked on the David Jones link through the Qantas Mall on the day that I purchased the laptop; and
• The DJs receipt I sent them shows I purchased said laptop right after clicking through the Qantas Mall.

But for some reason this doesn't 'prove' I used their service to purchase the laptop. According to the rep, despite obviously clicking through the Mall for the specific purpose of gaining Qantas Points, I 'could' have entered DJ's website separately to go and buy the laptop.

Now they need another 7-10 business days to 'investigate', since all the information I've already provided apparently isn't enough to demonstrate that I've used their system to try and earn some points.

Ridiculous...

 

[WeeWillyWonka]

Just got a call from a Qantas rep. Apparently they can see that:

• I've clicked on the David Jones link through the Qantas Mall on the day that I purchased the laptop; and
• The DJs receipt I sent them shows I purchased said laptop right after clicking through the Qantas Mall.

But for some reason this doesn't 'prove' I used their service to purchase the laptop. According to the rep, despite obviously clicking through the Mall for the specific purpose of gaining Qantas Points, I 'could' have entered DJ's website separately to go and buy the laptop.

Now they need another 7-10 business days to 'investigate', since all the information I've already provided apparently isn't enough to demonstrate that I've used their system to try and earn some points.

Ridiculous...

That's the same excuse I received.

They could see me in the website, clicking to the appropriate locations but they state that "the purchase was not completed" - when I asked why, I was not given a definitive answer but said it "was my fault".

What puzzled me, and made me question their systems, was that I used the same approach for eBay and it worked fine.

I was also told that my issue would not be investigated further because I was the only FF user to report this problem. I challenged this and am still waiting for a supervisor to call me back.

 

[madrooster]

I'm owed more than 38000 QFF points from this issue with DJ's not registering on their end. To date I've had no issues with Fleabay or Apple. DJ's is the only one that has been an issue.

 

[sergeyvzn]

I'm owed more than 38000 QFF points from this issue with DJ's not registering on their end. To date I've had no issues with Fleabay or Apple. DJ's is the only one that has been an issue.

Doesn't surprise me at all. It's a great way to make money - promise points but never award them

 

[eclectic_boogaloo]

I was also told that my issue would not be investigated further because I was the only FF user to report this problem.

Clearly you're not the only one now. I hope they see that paying out the points for a clear failure in their system is a small price to pay in order to keep a number of their customers happy.

 

[WeeWillyWonka]

Finally received a call from Qantas (thanks for the F/U RedRoo) about this except I missed it. Received an email a few days later to call back and when I did, I was told that there was no notes that anyone attempted to call me despite having an email (complete with name) stating contact had been made. :-|

 

[sergeyvzn]

After I vented my frustration on social media I received a phone call today from a girl from their social media team "we are following it up, can't give you any timeframes, can't tell you anything about our internal processes but we are following this up". Terribly useful. No timeframe means that they are waiting for me to forget about it

 

[opusman]

I'm still fighting with them via email. As I said earlier, for some reason they have decided to make everyone fight their own battle and pretend to everyone that theirs is an isolated incident. Very disappointing.

 

[eclectic_boogaloo]

Just received an email rejecting my request for the missing points to be credited to my account.

In the reasons given, Qantas claims that there was 'no evidence' I clicked through their Mall, and then lectured me as to how to use their website. Their response ignores all the evidence previously given to them, in particular (i) the fact that I followed all their instructions regarding cookies and logging in, and (ii) their supervisor's own finding that I did click through the Mall to DJs right before making the purchase.

Pathetic.

 

[sergeyvzn]

Just received an email rejecting my request for the missing points to be credited to my account.

In the reasons given, Qantas claims that there was 'no evidence' I clicked through their Mall, and then lectured me as to how to use their website. Their response ignores all the evidence previously given to them, in particular (i) the fact that I followed all their instructions regarding cookies and logging in, and (ii) their supervisor's own finding that I did click through the Mall to DJs right before making the purchase.

Pathetic.

Thieves. I'm expecting the same kind of response as I was already told once on the phone "it's our policy not to award points retrospectively for online purchases".
Not buying anything from them ever and will discourage everyone here and all other friends and acquaintances from ever dealing with Qantas Online Mall