Hi all,
Being relatively new to the Mitel way of doing business, I would like to ask for opinions and possible ways to face our current problem.
We bought a number of Mitel phones and headsets from CDW (looked them up on the Mitel portal and where happy to see they where a platinum partner). Ordered from them with confidence. Two months after receiving the equipment, the DECT headsets we ordered for the 6940 phones started failing. Contacted our rep at CDW to process the warranty and he was quick to say I needed to do this direct with Mitel. Called Mitel and they asked us for our account number, when I said we bought through a partner (CDW), they said we needed to deal with CDW on this. A few calls back and forth to Mitel and CDW and we are no closer to resolving this. Mitel is adamant the reseller needs to handle the warrantly and the reseller (CDW) says it is the other way around. I don't know what else to do. Isn't there a point where the manufacturer needs to own this and stand up by their product?
Any advise? Any similar stories?
Thanks,
Ricardo