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I recently received a Samsung 19" LCD Monitor from CDW.
The same day when I tried to install it I found the VGA connector worked but the DVI
connector would not work. I called CDW support who in turned contacted Samsung directly
and determined that the monitor was faulty.
The next morning I received an email RMA from CDW with an
address to return the monitor. Had I followed the instructions I would be paying for the
return of the new item, which had been verified faulty by Samsung itself, and there was no
mention of a new monitor being shipped.
I called CDW and was told I would have to do without a
monitor until they received the return or that I could pay by charge for another to be
shipped and be credited for the returned monitor.
Here in lies the problem. I am being told in so many words
that I am untrustworthy and must return the defective product before a new one is shipped.
However I am to trust that CDW will not try to charge me twice after they receive the
defective material.
I suggested they ship the new monitor and make an exchange
for the defective one and that they may charge me if they do not receive the return within
a reasonable time like 24 to 48 hours.
This is unheard of because I may be a cheat and not return
the merchandise. (My words not theirs.) Yet I have been in situations were companies have
double charged for merchandise and had trouble getting it removed from a charge card and
also I have been expected to pay the double amount until the credit was received.
Who should be more trustworthy, someone who has the
merchandise and the payment and also the ability to charge a second time if they do not
receive the returned item? Or, the consumer who is between a rock and a hard place with
defective merchandise, a bill on their charge card, and no way to insure they will not be
charged twice.
To insure that no one will override their policy the
corporate heads insulate themselves from contact by not taking calls directly or
publishing direct email addresses or their officers.
This is happening too much in large corporations and CDW, who
is one of the largest, should be doing something to correct this and take care of its
customers.
Dan Wroblewski, dlw750@yahoo.com
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