Jeremiah sent a message to Thomas E. Richards – Chairman and Chief Executive Officer of CDW Corporation – Email Address that said:
This is from my email communications with your team:
Brian,
I actually called and notified your team over a month ago. If it’s the ‘15th inning’ then that is due to your team not resolving the multiple requests I have placed to correct this problem, and there is no excuse. Apparently, your company required that I speak to a specific person, and nobody I reached was willing to help me. They claimed they were forwarding my request to the appropriate party and I should have received a call back. The call never came. It has been over a month. Prior to my purchase, I was under the impression that CDW is a reputable company that honored its sales and respected its customers. Instead it seems that once you have the money customer service no longer matters. Furthermore you are being increasingly disrespectful without cause. My purchase was not honored, and trying to resolve this seems to be a near impossible task for your company. In any case I either need money refunded or to be provided with the item I purchased.
• Why was my order processed then cancelled?
• Why did I never receive a call back to resolve the issue?
• Why has it taken so long to resolve this issue?
• Did you actually refund the money or just cancel my software license and keep the money (fraud)?
• Why was I not notified that my purchase was cancelled?
• Why are your representatives unable to look up my order history and instead are requesting that I provide this information?
• Why am I told to contact Fortigate to resolve this? If you would have looked at the order cancellation you should not have asked me to do this. Clearly nobody is actually looking into this issue, and everyone is just passing the buck.
• Will you be providing me a valid software license?
• Can anybody at your company fix this issue, or do I need to inform my bank that your company performed electronic fraud and request an investigation?
• Most importantly, when will this be resolved? I am sure we all have better things to do with our time.
Excuse me if I am upset, but I have a justifiable complaint and have not received a basic level of customer service. My experience with your company has been very disappointing and none of your reps seem to be able to resolve the issue
