Jordan's Building Center, Inc.

Good afternoon David,I’m writing in regards to your Revdex.com complaint for your Acronis order #JBVP843.  I have received your complaint with the Revdex.com.  Please know that we are committed to improving our service and your feedback is very important to our success.  I would first like to...

apologize for the frustration you experienced with this order.  In reviewing the documentation surrounding this order, it shows that a demo and trial was offered in the beginning of the initial sale, due to the strict return policy that Acronis has. It shows that this demo and trial was denied and you wanted to just pursue the sale.  After the order was processed, our Sales Team worked with Acronis for the return materials authorization, which was denied by Acronis.  The only way to gain an exception from Acronis is if there is an offsetting replacement order.  Since a replacement order wasn’t feasible, Acronis denied the return and credit.   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.Regards,Jenny [redacted]eriQuality Analyst-Customer Relations | CDWPhone: 847-371-2421  |  e-mail: jenn[redacted]@cdw.com

Good Afternoon Mike, I am very sorry that we were unable to fulfill your order.  Stock availability can change in an instant and we do our best to keep our resources and website updated to set accurate expectations for our customers.  We are also reliant on our partners to stand true to the ETA information that they provide us.  In this case, this unit was among many, that [redacted] had as "constrained stock".  if [redacted] is struggling to produce the unit, that means CDW is struggling to obtain the unit.  We did everything possible to get stock in, but we were not able to meet your expectation, and for that I am very sorry.I do that you made multiple call attempts after this complaint and ended up cancelling your order.  We do hope to have the opportunity to serve you in the future.Kind Regards, Susie [redacted]  Supervisor, Customer Relations Quality  | CDW

Hello [redacted],My name is [redacted] and I'm part of the Quality Team at CDW. I'm sorry to hear about the misunderstanding regarding the shipping options and the problems you had with your request for a refund. To clarify; if next day shipping was chosen, then the package would deliver the day after it...

is shipped out, not the day after the order is placed. Once the order has completed processing and is provided to the courier; a confirmation email is sent to advise you that your package is on its way and provide the tracking information. With that said, in the interest of customer satisfaction, we had entered a freight adjustment to credit you back for the shipping charges. I am showing the freight was credited in the amount of $25.99 and posted to your account on 6/3. Please check your credit card statement or reach out to your credit card company regarding the credit posted to your account. I have sent you a copy of the credit in a separate email, for your records. This has been sent to: [redacted]@pio.carrollu.edu. Again, I sincerely apologize for the frustrations and inconveniences you have experienced with this order. Please feel free to contact me directly at: [redacted]@cdw.com and [redacted]. Tell us why here...

Dear Mr. [redacted], Please accept our apologies for the inconvenience the refund delay has caused you. Due to the order being purchased with multiple credit cards, the charges are processed at the time the order is placed. When you account manager received the information that the product ETA...

had been extended he cancelled the line as requested however the credits did not auto-populate because the multiple payment methods. A request for the refund to be processed manually was submitted and has been completed. The full refund  for the cancelled product was processed on Friday November 3rd in the amount of $12,831.21.Susie [redacted]  Supervisor, Customer Relations Quality  | CDW  e-mail: [redacted]@cdw.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11[redacted], and find that this resolution is satisfactory to me.
Sincerely,
Gary [redacted]

Complaint: [redacted]
I am rejecting this response because: I received the following information from our network administrator who had purchased the product in question from CDW. Acronis never denied the return and credit. They stated the product did not work in our environment and CDW should refund us. We were never told there was a demo and trial. All we were told is that it would work with Server 2012. We were also never told that if it didn’t work, we would not be refunded.
Sincerely,
David [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

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] |

Good Morning Mr. [redacted], The full credit has been issued back to you for this order.  I have emailed both of these credit memos to you and attached them here to the complaint.  They were issued back to the credit card on file for the original purchase.   If you have any other questions/concerns, please reach out to me directly. Susie [redacted]
Supervisor, Customer Relations Quality | CDW
Phone: ###-###-#### | e-mail: [redacted]@cdw.com

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and it is the same response I have been getting for the last three months. I 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,
[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], [redacted], [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] ([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

[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].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

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]

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

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.