After my rewards were re-posted to my account this morning, I e-mailed them to see what I could do about my $49.20. Since they only have rewards in increments of $25, all I can do is get 1, $25 reward today, and then lose most of the remaining $24.20. I asked them in my e-mail to offer me an extension or a $.80 credit to top off my account at $50. Here's their response (in less than 4 hours, miraculous)... not exactly helpful to me:


Good Afternoon

Thank you for your recent inquiry and for your continuing participation in e-Rewards. I apologize but credits cannot be added to an account.

Our rules regarding Expiration of e-Rewards Currency and Reward Redemption are designed to encourage e-Rewards members to redeem for rewards as they are earned. Our redemption rules require that e-Rewards currency earned prior to December 31, 2002 must be used for reward redemption no later than March 31, 2003.

As outlined in the e-Rewards Member Agreement, after March 31 of each year, 25% of any unredeemed e-Rewards currency accumulated prior to December 31, 2002 will be rolled over for use in the current year balance, and the remaining 75% of unused currency will be subject to expiration.

During our initial years of launching e-Rewards, in select cases, we have elected not to expire the 75% that our rules indicate can be expired, thus allowing these members additional time to earn and claim rewards. e-Rewards reserves the right to expire unused e-Rewards currency in member accounts, as specified in the program rules at any time on or after April 1, 2003..

We hope you will have the opportunity to use your e-Rewards to redeem a program reward soon.

Please watch your in-box for future announcements regarding new opportunities to earn and redeem your e-Rewards.

Sincerely,

Cathi Gumpert

I happened to communicate twice with the same lady, and I'm extremely satisfiied with the outcome.
To start with, e-Rewards never before had any customer service - in a prior year I sent them 3 or four emails and got zero response. On one occasion, I went to the trouble of contacting the survey vendor after missing $75 for a tedious 20-pages paper survey.
Not any more ! After they introduced in-line inquiry, I've got credited my points twice within 24 hours from my complain. If this is not a good custmer service for a free online company, what is ?
True, they have some user-unfriendly expiration policies, etc.

But, kudos for investing in the real customer service. Maybe, they are here to stay after all.

Interestingly, I got very mixed customer service from them today (Cathi Gumpert responded to me three times), with the end result being positive.

First, she sent me the e-mail that started this thread (after I originally e-mailed asking why the money was taken out of my account). Then, I 1) responded to her e-mail, stating how unfair the expiration policy is, and 2) went back to e-rewards site requesting a credit (since my account is currently at $49.20). Here are the 2 responses I got:

RESPONSE FROM MY E-MAIL ABOUT THEIR EXPIRATION POLICY:

Good Morning

Thank you for contacting e-Rewards. I understand your position and we appreciate your feedback. I will certainly forward your email onto our marketing department so they are aware of your concerns.
We appreciate your interest in e-Rewards.

Sincerely,

Cathi Gumpert


RESPONSE TO MY E-MAIL FROM THE INTERNET SITE:
Good Afternoon

Thank you for contacting e-Rewards. Your account has been credited the .80.

Sincerely,

Cathi Gumpert