Jordan's Building Center, Inc.

Initial Business Response /* (1000, 5, 2015/07/01) */
Contact Name and Title: Melissa *** CR QA
Contact Phone: ***
Contact Email: ***
Hi Robert,
Thank you for contacting us about your orderMy name is Melissa and I work in Customer Relations at CDWI'm sorry to
hear that you have not received your order and did not receive a satisfactory response to your inquiriesI see that your order was shipped via UPS on tracking number ***Based on the tracking information, it appears that UPS attempted to deliver the package three times, but was not successfulAt this time, it appears that the package is going to be returned to CDWWe can either issue a replacement shipment for you, or process a credit once the item has been returned to usPlease contact us at [email protected] and let us know how you would like to proceed
I look forward to your responsePlease let me know if I can be of additional assistance
Kind regards,
Melissa ***

Good Afternoon ***, Thank you for bringing this issue to our attentionOn 11/the order *** was placed for a *** ASA *** Software License users. On 12/an internal case was opened by the Account Manager and CDW engaged the vendor requesting the product license. On
12/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 causedIf you have further questions, feel free to contact me directly *** or Custom Service Team at ***.Thanks,*** *** Quality Analyst-Customer Relations | CDW Phone: *** | e-mail: ***@cdw.com

Good morning,CDW Sales Team was able to secure an approval for the return from Acronis. The Acronis return forms were forwarded to the customer to complete the return process.Regards,Jenny ***eriQuality Analyst - Customer RelationsPhone 847-371-Email jenn***@cdw.com

Initial Business Response /* (1000, 5, 2015/06/30) */
Contact Name and Title: *** *** ** **
Contact Phone: XXX-XXX-XXXX
Contact Email: ***
** ***,
My name is *** and I work in Customer Relations at CDWI'm very sorry about the problems with your orders and will
be working with my supervisor to review these orders and work towards a resolutionOnce I have some additional information, I will be in touch with you directlyIf you have any questions or need additional assistance in the meantime, feel free to reach out to me ***@cdw.com
I sincerely apologize for any frustration or inconvenience that this has caused and hope to have a resolution for you shortly
Kind regards,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response states someone will be in touch with me and I have not heard anythingMore of the same non-communication I've come to expect from CDW
Final Consumer Response /* (2000, 17, 2015/08/13) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
Credits were issuedStill didn't change my account manager, but we won't be doing business with CDW in the future, so it's not that big of a deal

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 canceledWhen 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 addressThe billing address matched the address on file with the credit card company, however, we were unable to verify the information provided for the shaddress on the orderAt 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 prepaymentI sincerely understand your frustration with this situation; however, these practices are put into place to protect CDW and our customersIf you would like to prepay the order via wire transfer, please email me directly at [email protected] can provide you with the prepay wire transfer information to get this as well as future orders processed as soon as possible.Kind Regards,*** ***Quality AnalystCDW-Customer Relations***

Complaint: ***
I am rejecting this response because: I expect a refund immediatelyI don't expect to wait for a refund due to your miss handling and condition of your productThe refund needs to come prior to picking up the itemsThe items need to be repackage by the company as we do not have the original packing materialThis is all your doing and you need to make it right by me the consumer.
Sincerely,
Paul ***

Complaint: ***
I am rejecting this response because:When I place the order I was on the phone whit Nick and he said you have the computer in stock and will be mail to me in business days and nothing happenedThis is just on excuses on there sideI tried to call several times and every time different excuse. But I had to travel out of country and I need that computer really bad and I have to spend over $per minute to call because I don’t have the computer. This is not acceptable and is really unprofessional.I have to spend a lot of money because they don’t know what they are doing and did not keep the are promise
Sincerely,
Mike ***

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 inconvenience.Sincerely,Amy *** Quality Analyst-Customer Relations | CDW

Good Afternoon, We apologize for the delayed response. After reviewing your order, all shipments have been delivered and signed for at your location.UPS Tracking#s***
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***We have opened a ticket, internally, with our Configurations team for research to be done in the breakdown of communication and service on your order.We appreciate your feedback and apologize for any inconvenience that this has caused you. Susie *** *** Supervisor, Customer Relations Quality | CDWPhone: *** | e-mail: ***@cdw.com

Hi Michael, I apologize for the delay as I was following up with our Accounting Department to cross check what credit memos and what amounts were processed with *** *** I have been informed of the following: "CDW began issuing credits for the orders and returns beginning on 1/22/ *** *** has record of receiving each one of the below on the same day they were processed:CR # BXT7250 2/03/for (inv BWC6455 1/27/2016)CR # BVG7034 1/22/for (inv *** 1/14/2016)CR # BXT7246 2/03/ for (inv BVX7728 1/27/2016)CR # BZL0761 2/05/ for (inv *** 1/14/2016)CR # BXT6888 2/03/for (inv *** 1/19/2016)CR # CFH4587 2/24/for (inv BSW5910 1/18/2016)" The total of the above credits is the amount charged across all of the invoices: $ If *** *** has still not processed the above credits, it may be advisable to reach out to the credit card company to ascertain what the delay in processing may be caused by Again, I apologize for the inconvenience and frustration this situation has caused If you have any further questions or concerns, please do not hesitate to reach out to us.Thanks,MichaelQuality Analyst

Complaint: ***
I am rejecting this response because:I don't want excuses I just want the order that I made to be shippedIf 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 serviceI want my machines shipped in a timely fashion and nothing else will resolve the issue.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I received the following information from our network administrator who had purchased the product in question from CDWAcronis never denied the return and creditThey stated the product did not work in our environment and CDW should refund usWe were never told there was a demo and trialAll we were told is that it would work with Server We were also never told that if it didn’t work, we would not be refunded
Sincerely,
David ***

Thank you for contacting us regarding your order. I am very sorry for the inconvenience that this has caused. When an order is placed for licensing, it can take up to business days to receive the information via email. Unfortunately, when the order was placed online, the ***
address didn’t transmit, and it was sent over to the vendor without this information. They then kicked this back to us which can take a couple days. I am sorry for this delay.Again, I am sorry that this has taken so long to resolve for you. CDW never wants our customers to feel as if they are receiving less than exemplary serviceAt this point, I see a case in the system showing that you did receive the licenses finally for this order.Per your request and for the inconvenience caused and the delay on our end, I have issued credit to your account for the license in full. This processed on our end yesterday, and it will be refunded today. Your bank can take up to days to reflect on your statement. Also per your request, I will contact you tomorrow, Wednesday 2/to further discuss your order and the problems that you encountered working with us to get this license.If you have any further questions or concerns before you receive my call, my email address is belowThank you again for your business and I hope this helps resolve the issue to your satisfaction.Sincerely,Amy *** Quality Analyst-Customer Relations | CDW***@cdw.comPhone: *** * *** *** *

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Eric ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and it is the same response I have been getting for the last three monthsI hope they will actually send me a refund this time but I won't believe it until I see the money in my account
Sincerely,
*** ***

I disagree with MrN*** 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 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 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 MrN***'s remarks that I am trying to get out of paying *** *** 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 $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 advertising done in this matter and testing!!
Regards, *** ***

Initial Business Response /* (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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Robin ***

Good Afternoon Mike, Thank you for bringing this issue to our attention*** has had many product constraints over the past months and unfortunately this has impacted your order ***. CDW is expected to receive the *** *** Book product (*** ***) from the manufacturer on
12/8/2017. Once the *** *** Book is received into CDW, the *** *** Deployment Image (*** ***) will need to be installed. A priority service for install (*** ***) was applied to the order when it was createdPlease 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 causedIf you have further questions, feel free to contact me directly 847-***-*** or Customer Service Team at 800-800-*** Regards, Jenny CiceriQuality Analyst - CDW Customer RelationsPhone 847-***-***email [email protected]

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 *** 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,*** ***Ph: ###-###-####amy***@cdw.com