Initial Business Response /* (1000, 5, 2015/02/13) */
Contact Name and Title: *** *** Quality Analyst
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@cdw.com
Good Morning, ***
Thank you for bringing this matter to our attentionOn 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 accountYour account has been well notated and again, the *** *** 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,
*** ***
Quality Analyst-Customer Relations CDW
Email: ***@cdw.com
Phone: *** Fax: ***
Initial Business Response /* (1000, 5, 2015/03/11) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Hello ***
Thank you for the feedback regarding your recent experienceCurrently,*** is engaging it's partners to fulfill some
of their orders and CDW is one of those partnersWhen you order was placed online with*** it was then dispatched to CDW to fulfillWe apologize for the lack of transparency with this process and will share that feedback with***
In terms of the verifying your address, we apologize for any confusion or inconvenienceTo protect our customers, we have many different credit scanning procedures to ensure an orders validityThis is why we called to confirm your delivery address and shared that one of our scans revealed that the shipping address could be a*** Store and we needed to confirmOnce this was confirmed, we were able to release and fulfill your order
Your order was released under hours after your purchase and your printer was delivered on 3/6/under*** Tracking# ***At this time, we cannot authorize a refund for your order, unless the printer is returnedIf you would like us to set up that return for you, please let us know
Thank you for the feedback regarding your recent experienceCurrently,*** is engaging it's partners to fulfill some of their orders and CDW is one of those partnersWhen you order was placed online with*** it was then dispatched to CDW to fulfillWe apologize for the lack of transparency with this process and will share that feedback with***
In terms of the verifying your address, we apologize for any confusion or inconvenienceTo protect our customers, we have many different credit scanning procedures to ensure an orders validityThis is why we called to confirm your delivery address and shared that one of our scans revealed that the shipping address could be a*** Store and we needed to confirmOnce this was confirmed, we were able to release and fulfill your order
Your order was released under hours after your purchase and your printer was delivered on 3/6/under*** Tracking# ***At this time, we cannot authorize a refund for your order, unless the printer is returnedIf you would like us to set up that return for you, please let us know
Thank you for the feedback regarding your recent experienceCurrently,*** is engaging it's partners to fulfill some of their orders and CDW is one of those partnersWhen you order was placed online with*** it was then dispatched to CDW to fulfillWe apologize for the lack of transparency with this process and will share that feedback with***
In terms of the verifying your address, we apologize for any confusion or inconvenienceTo protect our customers, we have many different credit scanning procedures to ensure an orders validityThis is why we called to confirm your delivery address and shared that one of our scans revealed that the shipping address could be a*** Store and we needed to confirmOnce this was confirmed, we were able to release and fulfill your order
Your order was released under hours after your purchase and your printer was delivered on 3/6/under*** Tracking# ***At this time, we cannot authorize a refund for your order, unless the printer is returnedIf you would like us to set up that return for you, please let us know
Thank you for the feedback regarding your recent experienceCurrently,*** is engaging it's partners to fulfill some of their orders and CDW is one of those partnersWhen you order was placed online with*** it was then dispatched to CDW to fulfillWe apologize for the lack of transparency with this process and will share that feedback with***
In terms of the verifying your address, we apologize for any confusion or inconvenienceTo protect our customers, we have many different credit scanning procedures to ensure an orders validityThis is why we called to confirm your delivery address and shared that one of our scans revealed that the shipping address could be a*** Store and we needed to confirmOnce this was confirmed, we were able to release and fulfill your order
Your order was released under hours after your purchase and your printer was delivered on 3/6/under*** Tracking# ***At this time, we cannot authorize a refund for your order, unless the printer is returnedIf you would like us to set up that return for you, please let us know
Thank you,
***
***
***
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.Dand 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 luckIt was then I called*** and they override cdw and ship it to me over-knight, so it was*** who corrected cdw problem and I still have NOT heard from cdw until this Revdex.com E-mail
Initial Business Response /* (1000, 8, 2015/01/02) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Good Afternoon [redacted]
I apologize for the issue you had experienced with your order. I have confirmed that your order, [redacted], has been...
cancelled. I am currently working with our Customer Service in Canada to get more information on what had happened on your order. Once I receive additional details, I will reach out to you directly.
If you have any further questions, please let me know.
Thank You,
[redacted]
[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.
[redacted] Good morning, [redacted], Based upon your statement to the Revdex.com, we have researched your situation and I must first apologize for the confusion and difficulties you experienced with both your purchase and your return request for CDW Order GX[redacted] (invoice CP[redacted]). Your order was fulfilled by...
one of our vendors and returns in that situation can be quite restrictive – typically there is a strict 30 day return window. When you first contacted us and were directed to contact Tech Support, we were very close to the end of that window. By the time you seem to have reached back out to Mark, 5/20, we were well beyond that approval timeframe. According to your complaint, you reached out to Mark two more times: 5/25 and 5/26. Mark entered a Return Merchandise Authorization (RMA) on 5/26 for processing and was forwarded to our vendor in the hopes that they would approve the return. Typically, return requests to our vendors can take up to two weeks for their approval or denial to process. It is our policy to inform our customers of this process and the probable delays that may result but, apparently, this notification was not performed. Again, I am sorry for this breakdown in communication. Unfortunately, our vendor recently denied the return due to the request being outside of the prescribed timeframe and we have since been attempting to internally approve the return request so that we may then coordinate pre-paid retrieval efforts. I realize that this is a very frustrating situation for you and that communication regarding the status of your return request should have been much more open and frequent. I will discuss the situation further with Mark so that we may not have this issue in the future. That said, I am actively following up on the RMA and seeking immediate approval. Once that is complete, I will process the RMA and send the appropriate return shipping information and labeling to you as soon as possible. You will be receiving communications from both CDW and me directly (micgaff@[redacted]) at [redacted]@[redacted].com. Again, I sincerely apologize for the exasperating and infuriating experience you suffered with this order and will do my best to ensure that the situation is rectified as soon as possible. Thank you for your patience, [redacted]Customer Relations Quality Analyst
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
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
I disagree with Mr. N[redacted] almost 100%!! Some of the statements mad by him were correct, however, I don't agree with his time frame for returning the aides. I did return the first pair within the 30 days from when I received them, not from the purchase date. However, on the second set which is the ones I am so in dispute about was after the 30 days by a week. They will say 2, but the salesman, Joe was not in when I called and wouldn't be available for a week. However, based on what Joe said when we left with the second set that if they didn't work he'd take them back is another basis for my complaint. I totally resent Mr. N[redacted]'s remarks that I am trying to get out of paying [redacted] for the credit they supplied at the time of purchase!! I will submit via fax my payment history with them and that I am current and have not missed a payment!! Sure I could use this $82.00 rather than having it sitting in a drawer not being of any use to me, but I am above that as my means of requesting a refund!!As for any further documentations, I have none. I have already submitted every single piece of paper pretending to this transaction. My true feelings in this matter are they sold me something I did not need! I am sure at my age I have lost some of my hearing, but not as much as they maintain that I need hearing aides. I hear the same with or without them!!I also believe that there was some false advertising done in this matter and false testing!!
Regards, [redacted]
Hi [redacted], I apologize for the confusion. Your case ([redacted]) was actually completed on 6/17 and we have been processing the resolution since that time. Due to complications with our vendor (supplier) and their carrier of choice, we were forced to go through complicated...
discussions to rectify your missing merchandise which unfortunately was a time-consuming process. As you have requested a Credit for the order, we have just entered the credit and it is currently being approved and processed. Once completed, your account will be credited – typically a process that can take up to 48 hours – and the amount forwarded to your credit card company as this was the method of payment you chose. Depending on your financial institution, the credit may take up to 30 days to be applied to your account. Unfortunately CDW has no control nor input as to the processing time of your credit card company. I will follow up with your account in the next few days and will inform you once we have completed processing of your credit by email at [redacted]@comcast.net. Thank you and have a great day, [redacted]CDW Customer Relations Quality Analyst
Dear Robin, Thank you for contacting us about your order. I'm very sorry that your order was processed at a price other than what was originally quoted to you. In researching your order, it appears that your initial licensing orders were eligible for promotional pricing for which you no longer...
qualify. I sincerely apologize that you were not contacted prior to us processing your order at this higher price, and that your inquiries to our sales team went unanswered. A price adjustment has been entered to bring the cost down to your original quote, and a refund will be processed for the difference. Unfortunately, the credit card information from the original order is no longer accessible, so a check refund will be issued to you. Please email us at [redacted]@cdw.com to provide us with the address where we can send your refund check.We appreciate your business and apologize for how your order was handled and any inconvenience that this may have caused. If you have further questions or concerns, or if I can be of any additional assistance, please let me know. Kind regards, Melissa [redacted]CDW Customer Relations[redacted]@cdw.com
Initial Business Response /* (1000, 5, 2015/02/25) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Dear [redacted]
My name is [redacted] and I'm a part of the Quality Team at CDW. I'm sorry to hear about the problems that you had with your order. I'm currently working with the...
vendor to see if arrangements can be made to return the product that you purchased. It 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 soon. If I can be of any additional assistance in the meantime, feel free to email me at [redacted]
Kind regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/05/27) */
Good Afternoon [redacted],
My name is [redacted] I am with CDW's Customer Relations department. We regret learning of the inconvenience you have experienced with your order.
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.
At this time, we would like to inform you that we have received approval from the management team to have the 24 labels ship out to you for the same price you originally paid. You will receive a call from one of our sales representative shortly to finalize this order.
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]
Quality Analyst, Customer Relations CDW
Phone: 732.982.0192 Fax: 732.380.6192
Initial Consumer Rebuttal /* (2000, 7, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A full filled order as stated on their website
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]
We can only presume in the above complaint, the matter can be reduced to a case of apatient simply trying to get out of her legitimate financial obligation of 9 plus months agowith [redacted]. The original complaint to my company is enclosed, lacks any merit,and shouts loud and clear regarding the...
unreasonableness of the demands. Hopefully theRevdex.com. will agree that my response on 3 August 2015 was both fair and appropriate.Unfortunately, my personal effort to diffuse any and all concerns, especially the matterrelated to an alleged medical problem, fell on deaf ears. The enclosed purchase orders,each containing the appropriate 30 day right to return hearing aids, the dates of contractsand just as important, the very unreasonable demands and unwillingness to contact me,by the complainant, confirm both the legality as well as our best effort to ethically serveher best hearing health care interest. There isn't a single word contained in the recentcomplaint that was not originally expressed. While a refund has not been a considerationfor more than six months by Ohio law, I am most certainly willing to adjust, calibrate,modify, reprogram or whatever I might do to personally make the aids perform atmaximum potential.Sincerely, Jim N[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
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. 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 [email protected] Sales team:Bob Harding: [email protected] Chavez: [email protected]. Pleines: [email protected]
Initial Business Response /* (1000, 5, 2014/11/10) */
Good Morning [redacted]
My name is [redacted] with CDW's Customer Relations Quality department. I'm very sorry to hear about your experience & the delay in processing your order. We want our customer's to have positive experiences through every...
transaction with CDW. We value the feedback you have provided as we are always striving to find ways to better meet our customer's needs.
After reviewing your order ([redacted]), I'm showing the software was completed/emailed to you on 11/05. - I went ahead and submitted a case request in case you need a second copy of the electronic purchase.
Once again, CDW appreciates you reporting this matter to our attention, and giving us the opportunity to resolve your request.
We Hope that you will continue to give us the opportunity to serve you in the future.
Please feel free to contact me if you have any further questions or concerns.
Thank You.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Even when I threatened a complaint no action was taken except further delay tactics. This matter was not addressed until I filed the complaint with the Revdex.com. Since filing I have received the software I ordered.
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
Hello [redacted], Please know that we are committed to improving our service and your feedback is very important to our success. After reviewing your order, I must first apologize for the dissatisfaction with our service you experienced. The delay you experienced is not typical of this...
situation and we are reviewing the process to see where the disconnect occurred. The notes on this order show our verification team had multiple issues verifying your business, phone, and address. Again, I am terrible sorry for the communication issues regarding the issues with your order. It looks like a delay may have occurred due to some items being on backorder – if that was the case, when we have items on backorder we are wholly dependent on our suppliers meeting our needs but we often have to remain flexible as we cannot always accurately predict when a shipment may come in. To that end, regardless of the status of the incoming merchandise, we should have been transparent with you and your needs. I will be sure to address this with your Sales Team. The shipping cost and timeframe is an eta for after the item has shipped out. This does not calculate the timeframe for processing/approving the order. With that said, I have included the sales rep to see if she can enter a freight adjustment to refund the cost for the upgraded shipping. This order has processed but has not shipped out, as this item is on backorder. The vendor is showing an ETA for this to deliver to our warehouse by tomorrow. You will receive a confirmation email with tracking info, once it has shipped out of our warehouse. In the meantime, if you have questions or concerns feel free to reach out to the Sales team or our Customer Relations team at 800-[redacted].Kind Regards, [redacted] Customer RelationsQuality Analyst | CDWPhone: [redacted] | Fax: [redacted] |
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, providing the refund in provided within the next 5 days. If there is no refund, then I consider the issue still open.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/02/13) */
Contact Name and Title: *** *** Quality Analyst
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@cdw.com
Good Morning, ***
Thank you for bringing this matter to our attentionOn 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 accountYour account has been well notated and again, the *** *** 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,
*** ***
Quality Analyst-Customer Relations CDW
Email: ***@cdw.com
Phone: *** Fax: ***
Initial Business Response /* (1000, 5, 2015/03/11) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Hello ***
Thank you for the feedback regarding your recent experienceCurrently,*** is engaging it's partners to fulfill some
of their orders and CDW is one of those partnersWhen you order was placed online with*** it was then dispatched to CDW to fulfillWe apologize for the lack of transparency with this process and will share that feedback with***
In terms of the verifying your address, we apologize for any confusion or inconvenienceTo protect our customers, we have many different credit scanning procedures to ensure an orders validityThis is why we called to confirm your delivery address and shared that one of our scans revealed that the shipping address could be a*** Store and we needed to confirmOnce this was confirmed, we were able to release and fulfill your order
Your order was released under hours after your purchase and your printer was delivered on 3/6/under*** Tracking# ***At this time, we cannot authorize a refund for your order, unless the printer is returnedIf you would like us to set up that return for you, please let us know
Thank you for the feedback regarding your recent experienceCurrently,*** is engaging it's partners to fulfill some of their orders and CDW is one of those partnersWhen you order was placed online with*** it was then dispatched to CDW to fulfillWe apologize for the lack of transparency with this process and will share that feedback with***
In terms of the verifying your address, we apologize for any confusion or inconvenienceTo protect our customers, we have many different credit scanning procedures to ensure an orders validityThis is why we called to confirm your delivery address and shared that one of our scans revealed that the shipping address could be a*** Store and we needed to confirmOnce this was confirmed, we were able to release and fulfill your order
Your order was released under hours after your purchase and your printer was delivered on 3/6/under*** Tracking# ***At this time, we cannot authorize a refund for your order, unless the printer is returnedIf you would like us to set up that return for you, please let us know
Thank you for the feedback regarding your recent experienceCurrently,*** is engaging it's partners to fulfill some of their orders and CDW is one of those partnersWhen you order was placed online with*** it was then dispatched to CDW to fulfillWe apologize for the lack of transparency with this process and will share that feedback with***
In terms of the verifying your address, we apologize for any confusion or inconvenienceTo protect our customers, we have many different credit scanning procedures to ensure an orders validityThis is why we called to confirm your delivery address and shared that one of our scans revealed that the shipping address could be a*** Store and we needed to confirmOnce this was confirmed, we were able to release and fulfill your order
Your order was released under hours after your purchase and your printer was delivered on 3/6/under*** Tracking# ***At this time, we cannot authorize a refund for your order, unless the printer is returnedIf you would like us to set up that return for you, please let us know
Thank you for the feedback regarding your recent experienceCurrently,*** is engaging it's partners to fulfill some of their orders and CDW is one of those partnersWhen you order was placed online with*** it was then dispatched to CDW to fulfillWe apologize for the lack of transparency with this process and will share that feedback with***
In terms of the verifying your address, we apologize for any confusion or inconvenienceTo protect our customers, we have many different credit scanning procedures to ensure an orders validityThis is why we called to confirm your delivery address and shared that one of our scans revealed that the shipping address could be a*** Store and we needed to confirmOnce this was confirmed, we were able to release and fulfill your order
Your order was released under hours after your purchase and your printer was delivered on 3/6/under*** Tracking# ***At this time, we cannot authorize a refund for your order, unless the printer is returnedIf you would like us to set up that return for you, please let us know
Thank you,
***
***
***
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.Dand 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 luckIt was then I called*** and they override cdw and ship it to me over-knight, so it was*** who corrected cdw problem and I still have NOT heard from cdw until this Revdex.com E-mail
Initial Business Response /* (1000, 8, 2015/01/02) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Good Afternoon [redacted]
I apologize for the issue you had experienced with your order. I have confirmed that your order, [redacted], has been...
cancelled. I am currently working with our Customer Service in Canada to get more information on what had happened on your order. Once I receive additional details, I will reach out to you directly.
If you have any further questions, please let me know.
Thank You,
[redacted]
[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.
[redacted] Good morning, [redacted], Based upon your statement to the Revdex.com, we have researched your situation and I must first apologize for the confusion and difficulties you experienced with both your purchase and your return request for CDW Order GX[redacted] (invoice CP[redacted]). Your order was fulfilled by...
one of our vendors and returns in that situation can be quite restrictive – typically there is a strict 30 day return window. When you first contacted us and were directed to contact Tech Support, we were very close to the end of that window. By the time you seem to have reached back out to Mark, 5/20, we were well beyond that approval timeframe. According to your complaint, you reached out to Mark two more times: 5/25 and 5/26. Mark entered a Return Merchandise Authorization (RMA) on 5/26 for processing and was forwarded to our vendor in the hopes that they would approve the return. Typically, return requests to our vendors can take up to two weeks for their approval or denial to process. It is our policy to inform our customers of this process and the probable delays that may result but, apparently, this notification was not performed. Again, I am sorry for this breakdown in communication. Unfortunately, our vendor recently denied the return due to the request being outside of the prescribed timeframe and we have since been attempting to internally approve the return request so that we may then coordinate pre-paid retrieval efforts. I realize that this is a very frustrating situation for you and that communication regarding the status of your return request should have been much more open and frequent. I will discuss the situation further with Mark so that we may not have this issue in the future. That said, I am actively following up on the RMA and seeking immediate approval. Once that is complete, I will process the RMA and send the appropriate return shipping information and labeling to you as soon as possible. You will be receiving communications from both CDW and me directly (micgaff@[redacted]) at [redacted]@[redacted].com. Again, I sincerely apologize for the exasperating and infuriating experience you suffered with this order and will do my best to ensure that the situation is rectified as soon as possible. Thank you for your patience, [redacted]Customer Relations Quality Analyst
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
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
I disagree with Mr. N[redacted] almost 100%!! Some of the statements mad by him were correct, however, I don't agree with his time frame for returning the aides. I did return the first pair within the 30 days from when I received them, not from the purchase date. However, on the second set which is the ones I am so in dispute about was after the 30 days by a week. They will say 2, but the salesman, Joe was not in when I called and wouldn't be available for a week. However, based on what Joe said when we left with the second set that if they didn't work he'd take them back is another basis for my complaint. I totally resent Mr. N[redacted]'s remarks that I am trying to get out of paying [redacted] for the credit they supplied at the time of purchase!! I will submit via fax my payment history with them and that I am current and have not missed a payment!! Sure I could use this $82.00 rather than having it sitting in a drawer not being of any use to me, but I am above that as my means of requesting a refund!!As for any further documentations, I have none. I have already submitted every single piece of paper pretending to this transaction. My true feelings in this matter are they sold me something I did not need! I am sure at my age I have lost some of my hearing, but not as much as they maintain that I need hearing aides. I hear the same with or without them!!I also believe that there was some false advertising done in this matter and false testing!!
Regards, [redacted]
Hi [redacted], I apologize for the confusion. Your case ([redacted]) was actually completed on 6/17 and we have been processing the resolution since that time. Due to complications with our vendor (supplier) and their carrier of choice, we were forced to go through complicated...
discussions to rectify your missing merchandise which unfortunately was a time-consuming process. As you have requested a Credit for the order, we have just entered the credit and it is currently being approved and processed. Once completed, your account will be credited – typically a process that can take up to 48 hours – and the amount forwarded to your credit card company as this was the method of payment you chose. Depending on your financial institution, the credit may take up to 30 days to be applied to your account. Unfortunately CDW has no control nor input as to the processing time of your credit card company. I will follow up with your account in the next few days and will inform you once we have completed processing of your credit by email at [redacted]@comcast.net. Thank you and have a great day, [redacted]CDW Customer Relations Quality Analyst
Dear Robin, Thank you for contacting us about your order. I'm very sorry that your order was processed at a price other than what was originally quoted to you. In researching your order, it appears that your initial licensing orders were eligible for promotional pricing for which you no longer...
qualify. I sincerely apologize that you were not contacted prior to us processing your order at this higher price, and that your inquiries to our sales team went unanswered. A price adjustment has been entered to bring the cost down to your original quote, and a refund will be processed for the difference. Unfortunately, the credit card information from the original order is no longer accessible, so a check refund will be issued to you. Please email us at [redacted]@cdw.com to provide us with the address where we can send your refund check.We appreciate your business and apologize for how your order was handled and any inconvenience that this may have caused. If you have further questions or concerns, or if I can be of any additional assistance, please let me know. Kind regards, Melissa [redacted]CDW Customer Relations[redacted]@cdw.com
Initial Business Response /* (1000, 5, 2015/02/25) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Dear [redacted]
My name is [redacted] and I'm a part of the Quality Team at CDW. I'm sorry to hear about the problems that you had with your order. I'm currently working with the...
vendor to see if arrangements can be made to return the product that you purchased. It 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 soon. If I can be of any additional assistance in the meantime, feel free to email me at [redacted]
Kind regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/05/27) */
Good Afternoon [redacted],
My name is [redacted] I am with CDW's Customer Relations department. We regret learning of the inconvenience you have experienced with your order.
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.
At this time, we would like to inform you that we have received approval from the management team to have the 24 labels ship out to you for the same price you originally paid. You will receive a call from one of our sales representative shortly to finalize this order.
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]
Quality Analyst, Customer Relations CDW
Phone: 732.982.0192 Fax: 732.380.6192
Initial Consumer Rebuttal /* (2000, 7, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A full filled order as stated on their website
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]
We can only presume in the above complaint, the matter can be reduced to a case of apatient simply trying to get out of her legitimate financial obligation of 9 plus months agowith [redacted]. The original complaint to my company is enclosed, lacks any merit,and shouts loud and clear regarding the...
unreasonableness of the demands. Hopefully theRevdex.com. will agree that my response on 3 August 2015 was both fair and appropriate.Unfortunately, my personal effort to diffuse any and all concerns, especially the matterrelated to an alleged medical problem, fell on deaf ears. The enclosed purchase orders,each containing the appropriate 30 day right to return hearing aids, the dates of contractsand just as important, the very unreasonable demands and unwillingness to contact me,by the complainant, confirm both the legality as well as our best effort to ethically serveher best hearing health care interest. There isn't a single word contained in the recentcomplaint that was not originally expressed. While a refund has not been a considerationfor more than six months by Ohio law, I am most certainly willing to adjust, calibrate,modify, reprogram or whatever I might do to personally make the aids perform atmaximum potential.Sincerely, Jim N[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
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. 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 [email protected] Sales team:Bob Harding: [email protected] Chavez: [email protected]. Pleines: [email protected]
Initial Business Response /* (1000, 5, 2014/11/10) */
Good Morning [redacted]
My name is [redacted] with CDW's Customer Relations Quality department. I'm very sorry to hear about your experience & the delay in processing your order. We want our customer's to have positive experiences through every...
transaction with CDW. We value the feedback you have provided as we are always striving to find ways to better meet our customer's needs.
After reviewing your order ([redacted]), I'm showing the software was completed/emailed to you on 11/05. - I went ahead and submitted a case request in case you need a second copy of the electronic purchase.
Once again, CDW appreciates you reporting this matter to our attention, and giving us the opportunity to resolve your request.
We Hope that you will continue to give us the opportunity to serve you in the future.
Please feel free to contact me if you have any further questions or concerns.
Thank You.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Even when I threatened a complaint no action was taken except further delay tactics. This matter was not addressed until I filed the complaint with the Revdex.com. Since filing I have received the software I ordered.
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
Hello [redacted], Please know that we are committed to improving our service and your feedback is very important to our success. After reviewing your order, I must first apologize for the dissatisfaction with our service you experienced. The delay you experienced is not typical of this...
situation and we are reviewing the process to see where the disconnect occurred. The notes on this order show our verification team had multiple issues verifying your business, phone, and address. Again, I am terrible sorry for the communication issues regarding the issues with your order. It looks like a delay may have occurred due to some items being on backorder – if that was the case, when we have items on backorder we are wholly dependent on our suppliers meeting our needs but we often have to remain flexible as we cannot always accurately predict when a shipment may come in. To that end, regardless of the status of the incoming merchandise, we should have been transparent with you and your needs. I will be sure to address this with your Sales Team. The shipping cost and timeframe is an eta for after the item has shipped out. This does not calculate the timeframe for processing/approving the order. With that said, I have included the sales rep to see if she can enter a freight adjustment to refund the cost for the upgraded shipping. This order has processed but has not shipped out, as this item is on backorder. The vendor is showing an ETA for this to deliver to our warehouse by tomorrow. You will receive a confirmation email with tracking info, once it has shipped out of our warehouse. In the meantime, if you have questions or concerns feel free to reach out to the Sales team or our Customer Relations team at 800-[redacted].Kind Regards, [redacted] Customer RelationsQuality Analyst | CDWPhone: [redacted] | Fax: [redacted] |
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, providing the refund in provided within the next 5 days. If there is no refund, then I consider the issue still open.
Sincerely,
[redacted]