Customer Care

[gazwake]

The problems started when I initially received my PC, 14 DEC 05 and realized that MESH had failed to include the Antivirus which had been specifically requested on the original order. In addition the PC will not work and just sits there bleeping. As I accept that teething troubles can happen with highly technical equipment I had taken advantage of and paid for the onsite warranty so I immediately attempted to contact the service department. After nearly a week of trying, consisting of 7 emails and countless phone calls to where you are left listening for up to 30 mins. to 'how much your call means to MESH’ I still failed to get a response.
In frustration I then composed an email [copy of which is at the bottom of this post] to the following list of email addresses in the hope that someone at MESH would have the decency to respond.

davey@meshcomputers.com
delivery@meshcomputers.com
meshresponse@meshcomputers.com
phil@meshcomputers.com
sales@meshcomputers.com
services@meshcomputers.com

I was finally contacted by phone on the 19th Dec but the Mesh representative did not seem to have a clue as to the problem as he was attempting to offer assistance in how to install my anti virus software.

He was totally unaware of the fact that I had not received the software as he had been informed it was an installation problem. He was also unaware that the PC would not function
For a company that is earning a living by communications and takes over a week to respond to customers and even then fails to provide its staff with the correct information
I consider this state of affairs to be a total disgrace.
Anyhow as a result of this conversation I was informed that the software had been out of stock but it was now being dispatched and would be received by 23rd Dec. In addition I should return the computer which would be collected by courier also on 23rd Dec. and repaired before the New Year.
As is now the norm with Mesh I am still awaiting delivery of the software and collection of the PC by the courier. I have had to take time off work at considerable expense to myself on the assurances of your company. Know one should be expected to accept inferior service like this and put up with failed promises.
I have now lost all faith in the ability of Mesh to solve these problems to my satisfaction. As I rely heavily on my computer for work I am now very concerned about the possibility of future breakdown if this type of appalling service is to be the norm. I consider that I have been more than patient and accommodating but I am now at a point were I do not want to do business with Mesh
After the holidays I will be contacting my credit card company and other bodies to instigate proceedings to recover the full cost of my PC and warranty
.



FIRST LETTER 18/12/05



To whom it may concern,

WOW, I’ve just been on the MESH.care@HEXUS forum. The reason I have found myself on the forum is because I have been trying to contact MESH since Wednesday (14/12/05) without any success. My PC arrived on Wednesday (should have been Tuesday, which I took a day of work for.) MESH only bothering to contact me on Monday evening to inform me it would be delayed until Wednesday. (OKAY fair enough, busy time of year)

On opening the delivery I found that the Norton Antivirus from my order was missing. So I tried emailing MESH to inform them of this mistake. Assuming that MESH being a reputable company that they are this would be rectified very swiftly. After 2 days of trying by email and phone to contact MESH without any success, I was browsing on the desktop of my NEW computer for the first time and noticed another Antivirus icon. Still believing that MESH was a reputable company I decided to install this antivirus that you had put on my desktop, until my Norton Antivirus arrived, so I could use my NEW computer to surf the web.

After installing the software, I was asked whether I wanted to restart my computer now, or later. I selected now, and from that moment my NEW computer has not rebooted, it now just sits there beeping at me.

So again I tried contacting MESH by email and phone, I even had people phoning on my behalf whilst I was at work. Again without reply.

I have tried to register my PC online from another machine. Hoping to get some kind of online support, seeing as my emails haven’t been answered and your phones lines are either busy and you’re left in a queue for 30 minutes at a time or your currently experiencing technical difficulties, etc etc etc.

Which brings me back to the FORUM? I can’t believe what I have spent the afternoon reading. What is going on at all?

This will be the email number 7 from me to you, not including all the attempts at contacting you by phone, and judging by the posts on the forum and the lack of response that I have had, this appears to be the norm when dealing with MESH. It would appear that I am in for the long haul, and the run around until this gets rectified.

I have been a Professional Web Developer for a number of years now and have been considering setting up business with some equally professional colleagues. I just feel thankful that this roller coaster ride that I appear to have got on, since offering Mesh my business only involves a home computer, and not multiple, higher spec machines, that I would have considered purchasing on setting up a new business. With the level of customer care that I have not only witnessed but also read about from other users of Mesh, who all seem to be experiencing very similar complaints. This would have been devastating to us as a new and upcoming business.

With not only my experiences, but what I have read from other customers of Mesh. I am deeply concerned about what will happen next. I do believe everyone deserves a second chance, but will this be a mistake on my part, judging by the comments I have read, regarding the lack of Customer Care that is delivered by Mesh. It would appear that you have a serious problem, and the sensible option would be for me to make contact with my credit card company informing them of what has gone on, due to the lack of response to any of my attempts to contact you, up until writing this letter. I will wait a day or two to see if I receive a response from this letter that I feel is satisfactory and constructive towards resolving this current situation, before I resort to contacting my Credit Card Company and Trading Standards etc.

[Trippledence]

Thats a pretty bad experence gazwake, hope they get it sorted for you. You might want to note alot of companys are closed for christmas.

[Jazz]

I hope that doesnt happen to me.. Good luck with that gazwake, i must admit mesh are absolutely ****!

[derekcoombes]

Gazwake,

Good luck. I have had my PC since March 2005 and it has received 3 home "engineer" (the guy was an ex-barman) visits and 2 returns to MESH. My latest is a faulty SATA cable and I have been waiting a month for a new item. I am also waiting to sort out a replacement machine - I have 2 postings on the forum and I have written a private EMail to Davey - a complete nightmare.

[gazwake]

Dont know what to do now, it seems like many of you, have had a bad experience with MESH Customer Service it wouldnt be so bad if they phoned you back when they said they would. Or one of the moderators replied to this post, to reasure me a bit.

Pick-up for faulty PC is now a week late, Ive had to take 4 days off work in all to accept delivery and to wait for pick-up.

MESH billed me for delivery. I wonder if i can bill them for the 4 Days waiting round? LOL

Not much can do now apart from REJECT the order and speak to Credit Card Company, im not very happy.

[noTHINGface]

Well, im surprised, I have a Mesh box here at home and i've had no problems with Mesh and their customer care. Be interesting to see what the Mesh boys say when they get back from their XMas break. Good luck.

[gazwake]

I would still love to get this sorted as i have heard great things about MESH computers, but its the after SALES CARE that ruins a great reputation.

MESH could easily get in touch to rectify this problem, they have my email, phone number etc.

So Please get in touch??

[Twigman]

Surely you cant have a great reputation if your after sales care is this bad???

[gazwake]

Very bad choice of words on my part...... ? They are just rubbish.. But i was trying to get a positive response from MESH, so this could be sorted out and i could get what i have paid for. Hoping this was just a missunderstanding....

I just want my money back and i will take my business and recommendation elsewhere

[specofdust]

Have you tried calling the Sales Hotline and just telling the person you speak to to get your boss, and worked from there? Might be worth a try. Numbers at the top of this page...

[gazwake]

(An email i sent today to all the email addresses in my first post)

Have had my new PC packed up now since the 14th DEC for pick-up on the 23rd of DEC, still no courier to collect it. On phoning Mesh up about this. Mesh told me that i would need to arrange another pick-up day.

I informed the person who i was speaking to. ' That i wasn't happy with the run around that i was being given by Mesh, and was CONSIDERING rejecting the whole order'.

The reason i said this was in hope of provoking a response, in which Mesh would wonder why i was so unhappy and would try to rectify the situation as soon as possible.

What i did get was a response of 'Just send a letter saying you reject the order and someone from here will get in touch with you'?

I have had to take 4 days off work up to now, for delivery days and pickup days i have arranged and paid you for. But yet you pass the responsibility on to the courier service? And still it is not sorted.

Are you going to sort my computer out, and provide me with what you billed me for at the end of November

[Twigman]

Are you going to sort my computer out

Mate,I think you'll find the short answer is no.
Get your creditcard company to refund the money and walk away. Dell are good.

[specofdust]

Indeed, its all starting to get seriously iffy, I'd imagine the companies going down the pan, that or they're really just being rediculously stupid to ignore this thread. Get your Credit Card company on it, at least you're protected then.

[gazwake]

Hi Davey,

Thankyou for getting back in touch. Although i am a first time customer with Mesh, i am very surprised at all the problems i have had in getting Mesh support. Even when i have paid for it. I have been continually lied to, about delivery dates and pickup dates. The attitude of some of the staff i have spoken to has been very rude. And seeing so you are the only person from Mesh to respond to any of my emails or phone calls. Im still concerned about how this whole incident has been dealt with, and although the PC i have purchased from Mesh was for Home Use only, i was in the market to purchase machines for business. If i had purchased this machine for business, the lack of Help from Mesh could have ruined a business.

Not only this, i have had to continually book days off (4 in all)for a task that should have been completed in one, at a cost of hundreds of pounds to myself. And after over a month since i was billed for the product you are the closest ive come to getting this sorted.

I just feel that it is wrong to treat a customer in this way, and was wondering what Mesh is willing to do in an attempt to regain my trust, and change what has developed into a very shaky opinion of how Mesh operates. Also what guarantees can you give me that this would not happen again.

Cheers for the email today i did reply with my order no/ serial no, but didnt get a reply. So i have posted the email i sent to you here, due to all the posts that come from Mesh staff saying that they havent recieved emails off people you have requested.

Cheers again my number is in my profile

[nvening]

this is why i build my own, and buy from scan

[gazwake]

Yet another pick-up day been and gone. i wonder who's to blame this time.

someone needs sacking