CDW Corporation

Initial Business Response / [redacted] (1000, 8, 2014/06/23) */ Dear [redacted] Thank you for placing an order with usLast week, our dramatic price drop on the PayPal Here card readers caused a surge in demand far greater than the units we had availableOur website allows customers to order out-of-stock items because we have strong relationships with many of the largest technology brands and can generally back-order itemsThe order confirmations we issue are meant to confirm that the order has been receivedCustomers then receive a shipment confirmation when the product ships from our warehouse Unfortunately, your order was placed after the units offered were sold (as well as the rest of our inventory of this product) and, as a result, we will be canceling your orderPlease note that neither your credit card nor account has been charged for this purchaseWe apologize for any inconvenience this may have caused If you have any questions or concerns please feel free to contact me direct at [redacted] Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no excuse for ignoring a customer

Initial Business Response / [redacted] (1000, 6, 2015/09/04) */ I do see the requests in our system, both have been approved and credited, both have been emailed to the customer directly Virtual returns take anywhere 2-weeks for resolution typically because the licenses/warranties must be reviewed by the manufacturer, usage determined etc and then confirmed cancelled on their side before distribution can confirm the credit to CDWWhen I look at the request I do see that we initially did not advise the customer on the license timeframe, the template used referenced only the timeframe for the physical unit resolutionMy apologies for this, I will reinforce this with our team to ensure our customer's are given the correct expectations

Initial Business Response / [redacted] (1000, 5, 2015/02/13) */ Contact Name and Title: [redacted] Quality Analyst Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @cdw.com Good Morning, *** Thank you for bringing this matter to our attentionOn behalf of CDW, I sincerely apologize for this issueI have contacted the sales supervisor over your account/account manager, and she has had the AM removed from your accountYour account has been well notated and again, the [redacted] has been removed from your account to prevent any further calls from CDW going forwardTo prevent another account manager from contacting you, the account has been assigned to our general sales teamIf you need our assistance with any further ordering or quotes, you can reach out to that team directly at XXX-XXX-XXXX option 3, and anyone on that line will be able to assist youIf you encounter any further calls from CDW, please feel free to reach out to me directly via the contact information below Kind Regards, [redacted] Quality Analyst-Customer Relations CDW Email: [redacted] @cdw.com Phone: [redacted] Fax: [redacted]

Complaint: [redacted] I am rejecting this response because: The email from the Revdex.com said that there was a response from CDW, but, I am not seeing any response from CDW, so, I do not know how to accept or reject something that does not exist Sincerely, [redacted] ***

Good morning [redacted] , I deeply apologize for the miscommunication on the shipping of your order, 1BMKMLFI have researched your order and contacted your sales team at CDW directly and they let me know they had reached out to you yesterday to explain the [redacted] process to you face="Times New Roman" size="3"> The contract details we have in place with [redacted] require steps we need to follow to make sure the [redacted] chosen system is configured and encrypted properly before they are sent outIn your case, unfortunately, the unit you had ordered is taking longer than the 1-days due to imaging issuesI am sorry these expectations were not communicated to you correctly the first time you calledIf you would like more updates on the order, I have posted your sales team contact info below as they will be able to give the best information on this orderYou can also reach out to me directly and I will be able to tell you the same thingAgain, I am sorry you had to take the time to let us know about failed expectations and we will do whatever we can to get you accurate order information going forwardPlease, don't hesitate to contact myself or your sales team Thank you, Brad Rouse-Quality Analyst [email protected] Sales team: Bob Harding: [email protected] Marcella Chavez: [email protected] J.RPleines: [email protected]

Initial Business Response / [redacted] (1000, 5, 2014/07/02) */ Good Afternoon, I regret learning of the experience you have faced in relation to your cisco purchaseWe thank you for notifying us regarding this incidentWe strive to provide our customers with the best service, and if we fail to meet that expectation, it is important for us to know, as we are always searching for better ways to meet our customers's needs I'm sorry we were unable to fill your orderAfter further research, unfortunately the product that was ordered is restricted and designated for Air force members only, as they are contracted to receive special pricing on these itemsAgain, we truly do apologize for the errorTo avoid this happening in the future, I have been working with our product management/e-commerce team to have this information updated on our site that specifies the full product restrictions If you are still interested in purchasing the product which was quoted to you, please feel free to contact me directly Once again, CDW appreciates you reporting this to our attention, and giving us the opportunity to look into this matter We Hope that you will continue to give us the opportunity to serve you in the future Thank You, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for a prompt responseI wish CDW could handle the phone calls in the same mannerThen it would look just as good as Amazon.com company

Complete joke and very regrettable purchaseContradictory emails, ambiguous delivery method and erroneously set up productInstead of receiving license electronically for speedy use of software (as indicated) wound up waiting on a physical copyPoor cancellation system and prohibitive return structure ensure you are locked in for the very poor rideSeriously worth avoiding this distributor

Thank you for contacting us regarding your refund We have issued a refund in the amount of $as requested It will be returned to the business account which the prepaid wire was received on CDW order [redacted] for freight charges incurred Please allow days for the refund to be processed and put into the account We sincerely apologize for any inconvenience Please feel free to contact me directly with any further questions or concerns regarding this inquiry.Thank you, [redacted] Ph: ###-###-#### amy***@cdw.com

Good afternoon, Michael, Based upon your statement to the Revdex.com, we have researched your situation You represent [redacted] , LLC (CDW Acct: [redacted] ) and multiple orders, invoices and ***s are associated with your complaint and are explained belowOn 1/14, order number [redacted] was placed and the order was shipped out under two invoices as follows: Invoice [redacted] – Qty EDC - returned on [redacted] for a credit (memo BVG7034) of $17.28, issued on 1/ Invoice [redacted] – Qty EDC - [redacted] entered against the merchandise and [redacted] call tag [redacted] was issued for the prepaid return of this unit To date, there is no movement on this return tracking and our warehouse has no record of receiving anything If you returned this merchandise using a tracking number of your own, please provide that number so that we may research its statusAlso on 1/14, order number GSNRwas placed and that order, too, was sent out under two invoices: Invoice [redacted] – Qty EDC - returned on [redacted] for a credit (memo BZL0761) of $75.68, issued on 2/ Invoice [redacted] – Qty EDC - returned on [redacted] for a credit (memo BXT6888) of $17.32, issued on 2/On 1/18, order [redacted] was placed for one item: Invoice [redacted] – Qty EDC - returned on [redacted] for a credit (memo BXT7246) of $17.28, issued on 2/On 1/27, a final order [redacted] was placed for one item: Invoice [redacted] – Qty EDC - returned on [redacted] for a credit (memo BXT7250) of $35.90, issued on 2/ I apologize for any confusion that our Account Manager may have caused by stating that you would receive a full refund of all your money To date, you have been refunded a total of $ CDW does not typically refund shipping costs when ***s are issued but, in light of your dissatisfaction highlighted here, I have issued further credits for the freight costs on the invoices in which freight costs were incurred You will receive refunds for the freight of: $3.96, $7.69, $2.45, and $(to coincide with invoices [redacted] , [redacted] , [redacted] , and [redacted] respectively) for an additional refund total of $ Freight was not charged for invoice [redacted] and as invoice [redacted] has yet to be returned, a refund for that freight would not apply All credits have been sent to [redacted] for processing Credit Card refunds can typically take up to 4-weeks to appear on your credit card statement As the credits were issued early February, they should be applied on your next billing cycle Unfortunately, CDW is not involved with the processing time that credit card companies can require, but we do apologize for the delay Please consider following up with your credit card company for further assistance All copies of invoices and credit memos have been attached Again, please note that the merchandise for invoice [redacted] ( [redacted] 8446948, EDC - PLANTRONICS ENCORE PRO HWHEADSET) has not yet been returned and therefore a refund of the purchase price cannot be processed If you feel that this has been returned, please indicate the shipping info***tion used for the return for research purposes, as the shipping label issued by CDW to facilitate the return has yet to be used And finally, I am truly sorry that you suffered through such a difficult experience with CDW I hope that your questions have been answered and that you are now satisfied with our service Thank you for bringing this issue to our attention and have a great dayThank You, Michael - Quality Analyst

Initial Business Response / [redacted] (1000, 5, 2014/10/10) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] cdw.com Good Afternoon, We have spoken with [redacted] with [redacted] A portion of his order are being expedited to ensure delivery by the desired dateThe customer has stated that this issue is now resolved Thank You, [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/03/10) */ Hello [redacted] My name is [redacted] with CDW Customer RelationsI apologize for any inconvenience you experienced regarding the return of your printersI currently show that both printers from order [redacted] have been returned and creditedI will be sending you a copy of the credit memos in a separate email for your recordsPlease let me know if there is anything I can do to assist you further [redacted] Customer Relations - Quality Analyst CDW [redacted]

The customer service is some of the worst I have ever dealt this The sales rep was arrogant and kept an air of condescension about her during the entire process The couple minor requests that I made during our business, which I shouldn't have ever had to request, I was told that I was either wrong for making the request, or I could do it myself, or I was completely ignored I wouldn't recommend CDW to anyone If you can find what you are looking for elsewhere, I highly recommend doing so I have already informed our IT department that we will not be dealing with them again

Good morning, [redacted] , size="3"> Upon further review of your Revdex.com case and the details surrounding order [redacted] , I must first apologize for any confusion and any inconveniences you experienced throughout your ordeal As you noted, you contacted us on 5/ Unfortunately, I do not know what you were informed of nor the full details of your request, so I’m not sure why you would have been instructed to contact the Salesperson that processed your web order That said, from the notes that were included in the Return Merchandise Authorization (RMA) request, the Salesperson ( [redacted] ) received indication that the [redacted] Support Agreement that you purchased was incorrect Because of that information, the RMA ( [redacted] ) began processing With orders for product such as this, we reach out to our vendor (often the manufacturer directly) and request that they fulfill the order After processing the request, the order is then sent to the customer When a return is requested, we must request approval from the vendor for that return before notification is sent to the customer In cases where a license or support agreement is incorrect or insufficient, the entire order must be returned and a new replacement order entered Additionally, the vendor approval process can take several weeks to be completed Typically, this information should be provided to the customer upon the RMA’s initial entry I am sorry that there was a breakdown in communication in this instance and the parties involved will be included in discussions to ensure that this does not occur again in the future That all said, the approval for your request which was entered on 5/was inexplicably delayed by our vendor for an additional weeks but, as of 6/13, we have been notified that the return was approved and that credit will be received shortly Once we receive the credit we will then process a credit for your account I will continue to monitor the RMA and will email you once it has been received and processed Now, I have read your final note in the Revdex.com case, “CDW should provide me with the product I ordered and paid forAs our provider for services, we need this product fulfilled, and not a refund.” and I realize that this is not the exact resolution you are looking for Unfortunately, once the RMA was approved and the Support request cancelled/returned, we no longer have the option to reverse the cancellation and a credit will be applied; however, I have emailed the Account Manager and have requested that he reach out to you, immediately, in order to process an order for the correct merchandise and expedite the request with the vendor Your Account Manager’s name is [redacted] and he can be reached directly at 877-***-*** You can also reach out to his Supervisor, [redacted] , at ***-***-*** [redacted] is part of our Inbound Sales Team which means that anyone on that team would be able to assist in processing your order, as well They may be reached at ***-***-***, option Again, I have contacted [redacted] and instructed him to reach out to you as soon as possible I sincerely apologize for the inconveniences you experienced with this order but assure you that I will do what I can to reconcile it If you need further assistance or have other concerns/questions, please feel free to contact me at [redacted] @cdw.com and ***-***-*** Thank you, [redacted] Customer Relations Quality Analyst Tell us why here

Good afternoon, Thank you again for bringing this to our attention I have entered a request to credit your shipping charges, so you will not be charged for this order The shipping charges were not originally credited since there were other items on the order, and we did not require you to return the items In this instance, we will make an exception, and credit the full shipping charges You will see the charges credited to your credit card within 7-business daysAgain, we are sorry for the inconvenienceSincerely, Amy [redacted] Quality Analyst-Customer Relations | CDW

Initial Business Response /* (1000, 5, 2014/04/18) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
An apology is no substitute for good service, but I want to offer one on behalf of CDWWe appreciate you reporting this
matter to usIt helps to know the kinds of difficulties our customers have so we can work toward improvements
Since CDW is not price protected, our vendors are able to raise our prices at any timeUpon placing an order via the CDW website, a customer confirms and accepts our terms and conditionsInformation regarding these terms of sale are provided on our website under terms and conditions of sale "Pricing Information; Availability Disclaimer" and states:
"Seller reserves the right to make adjustments to pricing, Products and Service offerings for reasons including, but not limited to, changing market conditions, Product discontinuation, Product unavailability, manufacturer price changes, supplier price changes and errors in advertisementsAll orders are subject to Product availability and the availability of Personnel to perform the ServicesTherefore, Seller cannot guarantee that it will be able to fulfill Customer's ordersIf Services are being performed on a time and materials basis, any estimates provided by Seller are for planning purposes only."
You can find the complete terms and conditions on our website at the below link
***
We are again very sorry for error; however, CDW will not be able to offer the*** ThinkServer CDW Part *** ordered at $as requestedThe price of the equipment can be sold to you at this time for $449.99; however, we sell many productsIf you are interested in finding an alternate product within your price range, please contact our sales department ***

Thank you for bringing this matter to our attention. We sincerely apologize that there was an error in the
specifications of EDC 3534422. After thorough research, it was found the product and price displayed on our website was incorrect. The EDC ordered that was advertised erroneously as rolls is actually only a one roll item. As soon as the error was discovered, we contacted the appropriate department to get this changed. It can take up to businesses for changes to be displayed on our website CDW makes every effort to ensure that the specifications of our products are displayed accurately for our customers. Unfortunately, we are unable to fulfill your order as requested. Due to the error in specifications, you can place an additional order for quantity of EDC in order to receive the correct amount of the product orderedPlease review our terms and conditions of sale which state the following:
"Seller reserves the right to make adjustments to pricing, Products and Service offerings for reasons including, but not limited to, changing market conditions, Product discontinuation, Product unavailability, manufacturer price changes, supplier price changes and errors in advertisementsAll orders are subject to Product availability and the availability of Personnel to perform the ServicesTherefore, Seller cannot guarantee that it will be able to fulfill Customer’s orders."
You can find the complete terms and conditions on our website at the below link http://www.cdw.com/webcontent/inside/salesagreement.asp
We have issued return authorization for the rolls that you ordered and a credit has been processed to your account. You should see a refund on your card within the next 3-business days. We welcome you to use the rolls that you had purchased free of charge Kind Regards, Amy *** Quality Analyst CDW-Customer Relations ***

Initial Business Response /* (1000, 5, 2015/02/25) */
Contact Name and Title: ***
Contact Phone: ***
Dear ***
My name is *** and I'm a part of the Quality Team at CDWI'm sorry to hear about the problems that you had with your orderI'm currently working
with the vendor to see if arrangements can be made to return the product that you purchasedIt may take a day or two to hear back from them, but I will plan to follow up with you no later than Friday, February 27th with an update
I sincerely apologize for any frustration and inconvenience that you've experienced and will follow up with you soonIf I can be of any additional assistance in the meantime, feel free to email me at ***
Kind regards,
***

Initial Business Response /* (1000, 5, 2014/09/04) */
Good Afternoon ***
I regret learning of the experience you have faced in relation to the phone calls from our sales staffWe thank you for notifying us regarding this incidentWe strive to provide our customers with the best
service, and if we fail to meet that expectation, it is important for us to know, as we are always searching for better ways to meet our customers's needs
I have been in contact with the sales team and from the information I have gathered, your contact number was added to our Do Not Call listWe will make sure to cease all further future calls
Once again, CDW appreciates you reporting this to our attention, and giving us the opportunity to look into this matter
If you require additional help, please let us know
Thank you,
***
***
***

Initial Business Response /* (1000, 5, 2014/07/09) */
Hello ***
I apologize for the inconvenience you experienced with your orderdramatic price drop on the PayPal Here card readers caused a surge in demand far greater than the units we had availableOur website allows customers
to order out-of-stock items because we have strong relationships with many of the largest technology brands and can generally back-order itemsThe order confirmations we issue are meant to confirm that the order has been receivedCustomers then receive a shipment confirmation when the product ships from our warehouseUnfortunately, your order was placed after the units offered were sold (as well as the rest of our inventory of this product) and, as a result, many orders had to be cancelledIf you would like to provide your account # or other information that we can use to locate your account, I would be happy to make sure that it is deactivatedOnce again, I apologize for your inconvenience

Hi Thomas, I have reached out to the vendor regarding this, and they have corrected the license issueThe correct is belowPlease let me know if you have any more issuesI deeply apologize for the time on this
125);">***
Regards,
Brad ***
Quality Analyst, Customer Relations | CDW
Phone: 920.996.3069 | Fax: