CDW Corporation

Initial Business Response /* (1000, 5, 2014/07/02) */
Good Afternoon,
I regret learning of the experience you have faced in relation to your cisco purchase. We thank you for notifying us regarding this incident. We 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 order. After 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 items. Again, we truly do apologize for the error. To 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 /* (2000, 7, 2014/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for a prompt response. I wish CDW could handle the phone calls in the same manner. Then it would look just as good as Amazon.com company.

Initial Business Response /* (1000, 5, 2015/04/29) */
Good Afternoon [redacted],
My name is[redacted]. I am with CDW's Customer Relations department. We regret learning of the inconvenience you have experienced during the order processing.
An apology is no substitute for good service, but I...

want to offer one on behalf of CDW. We appreciate you reporting this matter to us. It helps to know the kinds of difficulties our customers have so we can work towards improvements.
Currently, we are showing the unit has shipped and the warranty has been sent electronically. Additionally, we have compensated you by crediting the shipping cost as requested. You should receive a refund check for the amount of $19.84 in approximately 7 - 14 business days.
CDW appreciates you bringing this issue to our attention and giving us the opportunity to resolve the problem.
Once again, we apologize for the inconvenience and if you have any further questions or concerns, please feel free to contact me directly at the below contact information.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the item and I am satisfied with their response. I accept their apology and wish CDW the best in improving their customer service in the future.

Initial Business Response /* (1000, 8, 2015/03/10) */
Hello[redacted]
My name is [redacted] with CDW Customer Relations. I apologize for any inconvenience you experienced regarding the return of your printers. I currently show that both printers from order [redacted] have been returned and...

credited. I will be sending you a copy of the credit memos in a separate email for your records. Please let me know if there is anything I can do to assist you further.
[redacted]
Customer Relations - Quality Analyst
CDW
[redacted]

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 7-10 business days. Again, we are sorry for the inconvenience.
Sincerely,
Amy [redacted] Quality Analyst-Customer Relations | CDW

Thank you for contacting us about your order through the Revdex.com website. I’m so sorry to hear about the problems with your order. In an effort to protect ourselves and our customers, all orders are reviewed for...

possible fraud. Because our fraud team was unable to verify either you or Warren at the address provided, it was deemed too risky to continue processing your order with a credit card payment. In cases such as these, payment by wire transfer is required. However, we certainly should have been in contact with you throughout the process to ensure that this information was communicated to you; the account manager assigned to your order dropped the ball, and I am truly sorry for that. 
Regarding our pricing structure: like any other retailer, CDW prices change depending on our cost from our suppliers. Due to the nature of the industry that we serve, it is not uncommon for our prices to fluctuate several times over the course of a month. The change in price that you noticed was coincidental and in no way related to the cancellation of your order. Should we ever be unable to honor a particular price, our customers would be given the option to proceed with the new pricing or cancel their order without penalty.

I sincerely apologize for any frustration or inconvenience that this experience has caused. Should you wish to place a new order with a check or wire transfer payment, please contact me at [email protected] and I would be happy to provide you with payment instructions. If I can be of any additional assistance, please let me know.
[redacted]
Customer Relations Quality Analyst  | CDW
Phone: [redacted]  |  e-mail: [email protected]

Initial Business Response /* (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 date. The customer has stated that this issue is now resolved.
Thank You,
[redacted]

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 [redacted]s are associated with your complaint and are explained below. On 1/14, order...

number [redacted] was placed and the order was shipped out under two invoices as follows:     Invoice [redacted] – Qty 1 EDC 1833856 - returned on [redacted] 8435219 for a credit (memo BVG7034) of $17.28, issued on 1/22     Invoice [redacted] – Qty 1 EDC 3506792 - [redacted] 8446948 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 status. Also on 1/14, order number GSNR926 was placed and that order, too, was sent out under two invoices:     Invoice [redacted] – Qty 1 EDC 3506792 - returned on [redacted] 8446643 for a credit (memo BZL0761) of $75.68, issued on 2/5     Invoice [redacted] – Qty 1 EDC 1833856 - returned on [redacted] 8446663 for a credit (memo BXT6888) of $17.32, issued on 2/3 On 1/18, order [redacted] was placed for one item:     Invoice [redacted] – Qty 1 EDC 1833856 - returned on [redacted] 8448586 for a credit (memo BXT7246) of $17.28, issued on 2/3 On 1/27, a final order [redacted] was placed for one item:     Invoice [redacted] – Qty 1 EDC 189604 - returned on [redacted] 8448610 for a credit (memo BXT7250) of $35.90, issued on 2/3   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 $163.46.  CDW does not typically refund shipping costs when [redacted]s are issued but, in light of your dissatisfaction highlighted here, I have issued further credits for the freight costs on the 4 invoices in which freight costs were incurred.  You will receive refunds for the freight of: $3.96, $7.69, $2.45, and $9.84 (to coincide with invoices [redacted], and [redacted] respectively) for an additional refund total of $23.94.  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 4-6 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] 8446948, EDC 3506792 - PLANTRONICS ENCORE PRO HW540 HEADSET) 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[redacted]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 day. Thank You,
Michael - Quality Analyst

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 5/12.  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 5/12 was inexplicably delayed by our vendor for an additional 2 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 for. As 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-[redacted].  You can also reach out to his Supervisor, [redacted], at [redacted].  [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 [redacted], option 3.  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 [redacted].
 
Thank you,
 
[redacted]
Customer Relations Quality Analyst 
 
Tell us why here...

Good morning [redacted],
I deeply apologize for the miscommunication on the shipping of your order, 1BMKMLF. I 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 out. In your case, unfortunately, the unit you had ordered is taking longer than the normal 1-2 days due to imaging issues. I am sorry these expectations were not communicated to you correctly the first time you called. If 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 order. You can also reach out to me directly and I will be able to tell you the same thing. Again, 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 forward. Please, 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.R. Pleines: [email protected]

0in 10pt;">Good Afternoon [redacted], Thank you for bringing this issue to our attention. On 11/29 the order [redacted] was placed for a [redacted] ASA [redacted] Software License 50 users.  On 12/7 an internal case was opened by the Account Manager and CDW engaged the vendor requesting the product license.  On 12/7 the product license was sent via email to the email address we have for you.  I have attached the email that contains a pdf with the license key information.    Please know that we are committed to improving our service and your feedback is very important to our success.  We sincerely apologize for any inconvenience this has caused. If you have further questions, feel free to contact me directly [redacted] or Custom Service Team at [redacted].
Thanks,
[redacted]Quality Analyst-Customer Relations | CDWPhone: [redacted]  |  e-mail: [redacted]@cdw.com

Complaint: [redacted]
I am rejecting this response because:
I don't want excuses I just want the order that I made to be shipped. If there was a delay I should have been notified, but at this point that does not matter because CDW already dropped the ball with regards to expections and common sense customer service. I want my machines shipped in a timely fashion and nothing else will resolve the issue. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/09/04) */
I do see the 2 requests in our system, both have been approved and credited, both have been emailed to the customer directly.
Virtual returns take anywhere 2-4 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 CDW. When 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 resolution. My apologies for this, I will reinforce this with our team to ensure our customer's are given the correct expectations.

Initial Business Response /* (1000, 5, 2015/02/02) */
Thank you for your inquiry. I'm sorry that you are experiencing problems with your order and would like to help. Unfortunately, I was not able to locate your order with the information provided. Please provide us with either your order...

number or the exact name, address, and phone number that was provided when you placed your order.
Feel free to respond back via the case on the Revdex.com website, or by email at [redacted]@cdw.com.
Thanks,
[redacted]
Customer Relations Quality Analyst

Initial Business Response /* (1000, 5, 2015/02/13) */
Contact Name and Title: [redacted] Quality Analyst
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@cdw.com
Good Morning, [redacted].
Thank you for bringing this matter to our attention. On behalf of CDW, I sincerely apologize for this...

issue. I have contacted the sales supervisor over your account/account manager, and she has had the AM removed from your account. Your account has been well notated and again, the [redacted] has been removed from your account to prevent any further calls from CDW going forward. To prevent another account manager from contacting you, the account has been assigned to our general sales team. If 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 you. If 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]

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.

I apologize that the response through blank.  We were having issues with the Revdex.com system.
Good morning and thank you for your inquiry regarding your order GQWT041. 
We sincerely apologize that your order was canceled. When verifying credit card orders, CDW uses directory assistant to verify the ship to address on the order as well as communicate with the credit card companies regarding the billing address. The billing address matched the address on file with the credit card company, however, we were unable to verify the information provided for the ship-to address on the order. At this time, our credit department has required that all future order be paid via wire transfer, and further credit card orders via this address/account cannot be released without prepayment. I sincerely understand your frustration with this situation; however, these practices are put into place to protect CDW and our customers. If you would like to prepay the order via wire transfer, please email me directly at [email protected]. I can provide you with the prepay wire transfer information to get this as well as future orders processed as soon as possible.
Kind Regards,[redacted]Quality AnalystCDW-Customer Relations[redacted]

I recently ordered WordPerfect Office X8 Professional on line from CDW. I received an order confirmation confirming that this is the product that I ordered. When the software arrived it was not WordPerfect Office X8, it was WordPerfect Office X8 Education. There is a lot of difference between the two versions. I contacted CDW by phone and by email regarding the situation. I was told my only option was to return the product and that they would not provide WordPerfect Office X8 at the price advertised and confirmed in my order confirmation because of the $120 difference in price. I decided to return the product for a refund of the purchase price and then was told that I would have to pay the return shipping on the product. I attempted to contact the account manager to further resolve this issue but he did not return my phone calls or emails. I would never deal with this company again

Rude, rude, rude, and rude. Customer service was horrible. The person I spoke to was very curt and rude. I tried to figure it out but he didn't care nor try to help resolve the issue. He just told me "nope" and disabled my account. You can't run a business like this. What consumer will use their money for a business that doesn't even care to help with consumer.

Initial Business Response /* (1000, 5, 2015/03/11) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Hello [redacted]
Thank you for the feedback regarding your recent experience. Currently,[redacted] is engaging it's partners to...

fulfill some of their orders and CDW is one of those partners. When you order was placed online with[redacted] it was then dispatched to CDW to fulfill. We apologize for the lack of transparency with this process and will share that feedback with[redacted].
In terms of the verifying your address, we apologize for any confusion or inconvenience. To protect our customers, we have many different credit scanning procedures to ensure an orders validity. This is why we called to confirm your delivery address and shared that one of our scans revealed that the shipping address could be a[redacted] Store and we needed to confirm. Once this was confirmed, we were able to release and fulfill your order.
Your order was released under 24 hours after your purchase and your printer was delivered on 3/6/2015 under[redacted] Tracking# [redacted]. At this time, we cannot authorize a refund for your order, unless the printer is returned. If you would like us to set up that return for you, please let us know.
Thank you for the feedback regarding your recent experience. Currently,[redacted] is engaging it's partners to fulfill some of their orders and CDW is one of those partners. When you order was placed online with[redacted] it was then dispatched to CDW to fulfill. We apologize for the lack of transparency with this process and will share that feedback with[redacted].
In terms of the verifying your address, we apologize for any confusion or inconvenience. To protect our customers, we have many different credit scanning procedures to ensure an orders validity. This is why we called to confirm your delivery address and shared that one of our scans revealed that the shipping address could be a[redacted] Store and we needed to confirm. Once this was confirmed, we were able to release and fulfill your order.
Your order was released under 24 hours after your purchase and your printer was delivered on 3/6/2015 under[redacted] Tracking# [redacted]. At this time, we cannot authorize a refund for your order, unless the printer is returned. If you would like us to set up that return for you, please let us know.
Thank you for the feedback regarding your recent experience. Currently,[redacted] is engaging it's partners to fulfill some of their orders and CDW is one of those partners. When you order was placed online with[redacted] it was then dispatched to CDW to fulfill. We apologize for the lack of transparency with this process and will share that feedback with[redacted].
In terms of the verifying your address, we apologize for any confusion or inconvenience. To protect our customers, we have many different credit scanning procedures to ensure an orders validity. This is why we called to confirm your delivery address and shared that one of our scans revealed that the shipping address could be a[redacted] Store and we needed to confirm. Once this was confirmed, we were able to release and fulfill your order.
Your order was released under 24 hours after your purchase and your printer was delivered on 3/6/2015 under[redacted] Tracking# [redacted]. At this time, we cannot authorize a refund for your order, unless the printer is returned. If you would like us to set up that return for you, please let us know.
Thank you for the feedback regarding your recent experience. Currently,[redacted] is engaging it's partners to fulfill some of their orders and CDW is one of those partners. When you order was placed online with[redacted] it was then dispatched to CDW to fulfill. We apologize for the lack of transparency with this process and will share that feedback with[redacted].
In terms of the verifying your address, we apologize for any confusion or inconvenience. To protect our customers, we have many different credit scanning procedures to ensure an orders validity. This is why we called to confirm your delivery address and shared that one of our scans revealed that the shipping address could be a[redacted] Store and we needed to confirm. Once this was confirmed, we were able to release and fulfill your order.
Your order was released under 24 hours after your purchase and your printer was delivered on 3/6/2015 under[redacted] Tracking# [redacted]. At this time, we cannot authorize a refund for your order, unless the printer is returned. If you would like us to set up that return for you, please let us know.
Thank you,
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they did call me and nothing was handle properly, so I then called back the number that was on my I.D. and spoke with a guy and he then said he can not a will not future verify my address and was not going to ship anything to me which in turn I was out of luck. It was then I called[redacted] and they override cdw and ship it to me over-knight, so it was[redacted] who corrected cdw problem and I still have NOT heard from cdw until this Revdex.com E-mail.