ComplaintsforConnection

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 29, 2024, I attempted to purchase a license for my security camera from ************************** (a.k.a PC Connection). On March 7, 2024, I still did not receive the license for my security camera. I was in contact with Connection.com (a.k.a PC Connection) and told them on March 7, 2024 to cancel my order because I still did not receive the license for my security camera. After several emails back and forth, my credit card was illegally charged after I stated that I wanted to cancel my order because **** Communications provided me with other reputable authorized dealers. Due to a recent family event, I am just now seeing the illegal charge that was processed on March 9, 2024 from Connection.com (a.k.a PC Connection). Prior to the illegal charge, I spoke to customer service by phone and through email correspondence, that I did not receive the license. I also expressed my disappointment in the poor customer service I received regarding the missing license. Currently, as of March 16, 2024, I still have not received the license after they charged my card illegally.I am requesting a refund for the illegal charge. I no longer need a license from ************************** (a.k.a PC Connection).

  Business response

  03/25/2024

  Connection appreciates the customer bringing this problem to our attention. There was miscommunication between Connection and the manufacturer of product purchased (i.e., license keys) related to whether the licenses had been provided to the customer. Based on communication from the manufacturer, Connection believed the license keys had been delivered to the customer, so ********************** proceeded with invoicing. After the invoice was sent, the licenses were delivered to the customer, but the order was cancelled by the customer that same day.
  

  ********************** has already initiated a return request through the manufacturer. The total value of the return is $98.43. Connection can process a credit if needed, however, we are trying to avoid more confusion for the customer by potentially issuing two credits.

  Connection apologizes for the confusion and any inconvenience.
  

  
  

  Customer response

  03/27/2024

   
  Complaint: 21444333
  
  I do not accept the business response as a resolution to my complaint because of their dishonest business practices. The camera license was never delivered to me. Hence, the reason why I kept notifying you via phone and email that I did not receive the camera license. Again, I never received a license from you before or after you "sent" an invoice to "the manufacturer."

  In addition, the total amount that needs to be refunded is $99.41, which includes tax. Please see the attached invoice receipt I received after purchasing the license through your website **************************.

  
  Sincerely,

  *****************
  
  

  Business response

  03/27/2024

  Connection has approved a chargeback to the customer's credit card and received a confirmation. The total chargeback was $99.41 ($98.43 for the license + $.98 for tax).
  
  ********************** apologizes for the confusion and any inconvenience.
  
  

  Customer response

  03/28/2024

   
  Complaint: 21444333
  
  I do not accept the business's response as a resolution to my complaint because there was no confusion with this matter. Your company needs to own up for their dishonest behavior. Think about it. I requested to cancel my order for the camera license due to your business not fulfilling my order. Then two days later, your company charged my credit card for $99.41 without providing the license!

  Due to your dishonest business practices, I had no choice but to contact the Better Business Bureau for help with this matter.

  Sincerely,
  
  *****************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order, ********, with connection which they called me to verify some information. They requested that I sent a wire transfer and that they could not fulfill the order via credit card. I sent the wire transfer and now they are telling me they can't fulfill the order. This company is extremely unprofessional. There is no reason my order can not be fulfilled. I want my order fulfilled or my money back in full.

  Business response

  09/07/2023

  Connection did receive *** ******'s order and requested he pay via wire transfer because there was a hold on his credit card. Subsequently, we learned *** ****** is a reseller. Connection does not sell to resellers. As a result, we denied the order. We have been waiting to receive the wire transfer so we could refund his payment.  We just confirmed receiving the payment on September 6, so we are now processing a refund via check.

  Customer response

  09/07/2023

   
  ********** ********
  
  I do not accept the business's response as a resolution to my complaint because:  Refund for the order has not been received and connection is refusing to refund my fees for the wire transfer. At no point did they ask if I was a reseller (they are reselling this stuff too? like really? they aren't the manufacturer). I would happily have answered any questions. This error was due to their negligence in this order process, not mine. 

  Until I am refunded in full this complaint will not be considered closed. 

  
  Sincerely,
  
  ******* ******

  Business response

  09/13/2023

  Connection Credit and Collections team is issuing a refund check including the wire transfer fee. The check will be mailed by Monday, September 18. Once the check is received, we hope the matter will be considered resolved.

  Best regards,

  Jeff F****

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I have been instructed by **** to submit this complaint against the retailer that sold my **** latitude 3510. **** told me that they have issued a pro rated refund to gov connection under the credit order # *******1310. I do not know if **** refunded your company or not. **** would not discuss the invoice with me as I am not the account holder. I do not want a courtesy credit. When I placed the original order, your website indicated that it was backlit keyboard. Mr. S*** said that he can refund me and I can return the product. I chose not to because I did not want to hurt your business and also due to PC shortage during covid. **** would not honor my pro support plan at all. I am completely fine with a pro rated refund. I DO NOT want a goodwill credit of any kind. I want only the amount that is rightfully owed to me to be returned. I am attaching the bbb correspondence for your viewing as well. Mr. S*** also stated that he wanted to put this issue to bed as he is getting too many emails and he does not want to see **** get in trouble. I do not want anyone to get in trouble. Contacting **** was so difficult. They have poor customer service and they want to avoid paying any claims. I just need help from your executive office in receiving what ever amount is rightfully owed to me. I am sorry if I was viewed as a trouble maker. I will not be shopping here anymore. Kind Regards, ******* ******

  Business response

  09/21/2022

  A refund in the amount of $100 has been issued to the ********* account used for the purchase of the service plan.  This coincides with the amount refunded by **** for this incident.  

  The reference number for this refund is 3007******

  Thank you.

  Business response

  09/22/2022

  We've provided adequate documentation to the customer along with the corresponding refund as requested.

  Customer response

  09/26/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18043115, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I haven't received my refund 4 months after starting the return process. I placed an order with PC Connection for 14 HDDs on 04/22/2021, order number XXXXXXXX. The total of the order is only 8k and my credit card limit is way above that but PC Connection required me to wire transfer the funds in order to complete the transaction. I managed to find a alternative source and decided to return those products on 04/23/2021. I started the return process and agreed to a restocking fee before I even received my package. I paid for shipping, returned 12 of those 14 disks to PC connection early May (tracking: ******XXXXXXXXXXXX & ******XXXXXXXXXXXX) but haven't heard anything back until June. I followed up again and provided my wire transfer information in July, still haven't received any refunds for the money that PC Connection owes me!

  Business response

  09/07/2021

  Business Response /* (1000, 5, 2021/08/26) */ Thank you for reaching out regarding this matter. We are terribly sorry for the needless delay in processing your refund. We have been adapting to a new order fulfillment and processing system and your wire transfer refund was delayed by our new fraud prevention system. While you were diligent in providing all necessary information, our internal process broke down during the final steps in the bank transfer of your refund. On Wednesday, Aug 25th, we processed a bank transfer (refund) of $6225.69 to the original account used for the purchase. We do indeed reiterate our apologies for the delay you experienced. Thank you. Connection Customer Care Consumer Response /* (2000, 7, 2021/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩