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- Apr 2, 2010
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I know I will be getting a slagging off for not doing my homework correctly and checking everything, but we were taken in by the glossy adverts and recommendations in computer magazines, so here is my tale of woe as a warning to others.
After many months of deliberation my wife decided to buy a Mesh custom built games computer to replace her seven year old machine. Now after three months we both wish we had never heard of Mesh and never want anything to do with your organisation or personnel. Below is a diary of events which go to show how poor your customer relation, shipping and service departments are.
22nd December. We bought an Award Winning Computer System from Mesh in December as a Christmas Present for my gaming mad wife and Mesh took payment immediately. At the time we were told that it would take three weeks to build but as it was over a Christmas period we were not too worried about the extra week it took. We were also assured that he machine would be thoroughly tested prior to it being dispatched to us.
22nd January. The computer was delivered, and set it up the following day to let it acclimatise to its living conditions.
23rd January. It failed within 5 minutes of being switched on, but after a few restarts it managed to struggle into life.
24th January We had to phone your service department in India as the drives were not mapped. I had to wait on the phone for over an hour listening to a recording saying that I was turn 3 and the wait would be 6 minutes. The service department instructed me how to map the drives, this surly should have been done during the extensive testing we were promised.
My wife got down to her games but almost immediately it crashed again, and I was on the phone to India again, once again for over an hour. We were apparently using the wrong lead from the computer to the monitor and as we were using an old monitor decided to purchase a new one from Dell, which arrived the following day.
25th January. The problem persisted with the computer crashing at “switch on” so back on the phone to India, another hour of your message, this time we had apparently plugged the monitor into the wrong output port on the twin video cards.
With the lead in the correct port my wife got back to her game, and not long after it crashed again, every time the machine was switched on from cold it crashed. After a few more calls to India, each time spending a long time listening to a recorded message I decided to start and use your technical advice via e mail.
8th February. It was decided to send the machine back to be repaired and you sent a set of labels. We were told at this time that the repair would take about 3 to 5 days to complete.
16th February. You arranged for a courier to pick up the package on the following day, between 0900 and 1800 hours, I asked for a time or even morning or afternoon, but this could not be supplied.
17th February. The package was supposed to be picked up, but for some unknown reason the driver could not find my house.
18th February. I phoned your office to find out where the courier was and got the impression that it was a huge joke that I had waited all day. The package was eventually picked up in the afternoon.
2nd March. The computer arrived back not in the pristine box it had been sent in but one which was damaged and heavily taped. The internal packaging was so old t was starting to disintegrate.
3rd March. The computer was switched on- it crashed within a minute exactly as it was doing before it was sent back. We deciphered the repair docked and found out that they had reconfigured the OS. I phoned London and was immediately put on the waiting list, again for the best part of an hour, for a technician in India, who decided that I would have to reinstall Windows, I am afraid in despair I put the phone down as it was obvious they were clutching at straws.
4th March. We wrote to Mesh requesting that they take our computer back and give us a full refund.
5th March. A phone call from Mesh London persuaded us to let them send a technician to our home to repair the fault.
8th March. Another call by Mr Bartek and we did a little fault finding. Once again we were told 3 to 5 days for the technician to arrive.
18th March. The technician arrived and tested the drives but could find nothing wrong so the SSD was changed and the computer switched on, almost immediately it crashed. After various testing he concluded that it was none of the parts that Mesh had provided but was probably either a faulty mother board or the processor. Mesh was informed and they said it had to be returned and would treat it as a priority.
20th March. The Yellow shipping label arrived.
22nd March. Phoned to arrange pickup; not until tomorrow sometime between 0900 and 1800.
23rd March. Computer picked up at 1400.
23rd March. Sent an E mail to Service and Karl at Mesh complaining bitterly.
24th March. Received an e mail from Rashmi Hirani advising that they would have the computer back to test prior to possibly giving us a refund.[font='Arial','sans-serif'][/font]
26th March.[font='Arial','sans-serif'] [/font]Received a set of White return labels, phoned Mesh to advise that computer had been returned with a Yellow label. Operator advises that computer is being examined.
30th March. Phoned the service department, had to wait 18 minutes for a reply, and was told by some disinterested member of staff that the inspection would take a week. In the afternoon I received an E mail from Ben Maharjan stating that the inspection would take two weeks. Obviously no one knows what is going on.[font='Arial','sans-serif'][/font]
After many months of deliberation my wife decided to buy a Mesh custom built games computer to replace her seven year old machine. Now after three months we both wish we had never heard of Mesh and never want anything to do with your organisation or personnel. Below is a diary of events which go to show how poor your customer relation, shipping and service departments are.
22nd December. We bought an Award Winning Computer System from Mesh in December as a Christmas Present for my gaming mad wife and Mesh took payment immediately. At the time we were told that it would take three weeks to build but as it was over a Christmas period we were not too worried about the extra week it took. We were also assured that he machine would be thoroughly tested prior to it being dispatched to us.
22nd January. The computer was delivered, and set it up the following day to let it acclimatise to its living conditions.
23rd January. It failed within 5 minutes of being switched on, but after a few restarts it managed to struggle into life.
24th January We had to phone your service department in India as the drives were not mapped. I had to wait on the phone for over an hour listening to a recording saying that I was turn 3 and the wait would be 6 minutes. The service department instructed me how to map the drives, this surly should have been done during the extensive testing we were promised.
My wife got down to her games but almost immediately it crashed again, and I was on the phone to India again, once again for over an hour. We were apparently using the wrong lead from the computer to the monitor and as we were using an old monitor decided to purchase a new one from Dell, which arrived the following day.
25th January. The problem persisted with the computer crashing at “switch on” so back on the phone to India, another hour of your message, this time we had apparently plugged the monitor into the wrong output port on the twin video cards.
With the lead in the correct port my wife got back to her game, and not long after it crashed again, every time the machine was switched on from cold it crashed. After a few more calls to India, each time spending a long time listening to a recorded message I decided to start and use your technical advice via e mail.
8th February. It was decided to send the machine back to be repaired and you sent a set of labels. We were told at this time that the repair would take about 3 to 5 days to complete.
16th February. You arranged for a courier to pick up the package on the following day, between 0900 and 1800 hours, I asked for a time or even morning or afternoon, but this could not be supplied.
17th February. The package was supposed to be picked up, but for some unknown reason the driver could not find my house.
18th February. I phoned your office to find out where the courier was and got the impression that it was a huge joke that I had waited all day. The package was eventually picked up in the afternoon.
2nd March. The computer arrived back not in the pristine box it had been sent in but one which was damaged and heavily taped. The internal packaging was so old t was starting to disintegrate.
3rd March. The computer was switched on- it crashed within a minute exactly as it was doing before it was sent back. We deciphered the repair docked and found out that they had reconfigured the OS. I phoned London and was immediately put on the waiting list, again for the best part of an hour, for a technician in India, who decided that I would have to reinstall Windows, I am afraid in despair I put the phone down as it was obvious they were clutching at straws.
4th March. We wrote to Mesh requesting that they take our computer back and give us a full refund.
5th March. A phone call from Mesh London persuaded us to let them send a technician to our home to repair the fault.
8th March. Another call by Mr Bartek and we did a little fault finding. Once again we were told 3 to 5 days for the technician to arrive.
18th March. The technician arrived and tested the drives but could find nothing wrong so the SSD was changed and the computer switched on, almost immediately it crashed. After various testing he concluded that it was none of the parts that Mesh had provided but was probably either a faulty mother board or the processor. Mesh was informed and they said it had to be returned and would treat it as a priority.
20th March. The Yellow shipping label arrived.
22nd March. Phoned to arrange pickup; not until tomorrow sometime between 0900 and 1800.
23rd March. Computer picked up at 1400.
23rd March. Sent an E mail to Service and Karl at Mesh complaining bitterly.
24th March. Received an e mail from Rashmi Hirani advising that they would have the computer back to test prior to possibly giving us a refund.[font='Arial','sans-serif'][/font]
26th March.[font='Arial','sans-serif'] [/font]Received a set of White return labels, phoned Mesh to advise that computer had been returned with a Yellow label. Operator advises that computer is being examined.
30th March. Phoned the service department, had to wait 18 minutes for a reply, and was told by some disinterested member of staff that the inspection would take a week. In the afternoon I received an E mail from Ben Maharjan stating that the inspection would take two weeks. Obviously no one knows what is going on.[font='Arial','sans-serif'][/font]
