MESH Computers: Just in case you are thinking of buying a computer or warranty from them
I strongly advise you to read of my experiences below (this is ongoing
and will be updated). If you have not got the time just read my first email and my email of 30 October.
My first email to Mesh (8 October 2009)
Dear Customer Services
There are three different complaints that I wish to record:
1. The fact that I wasted a lot of money and time on calls to the
company named on my warranty card (Repair-Line Ltd) when it turns out
this company no longer exists (but someone is fraudulantly making money
on their telephone number 0871 222 3960.
2. That the expensive 3-year on-site warranty that we paid for my PC is
not what it says - Mesh are offering no on-site service.
3. That I am extremely dissatisfied with the service I got when I
finally contacted Mesh.
The details of these complaints follow:
Background: The PC was bought in March 2008 as a home machine for me
from my employer Queen Mary University of London where I am a Computer
Science Professor. The order was placed by our departmental research
adminstrator Sue White.
Chain of events:
Yesterday evening (7 Oct 2009) at about 8.00pm the monitor suddenly
went blank. After switching the monitor off and on I got the message "No
signal input" displayed. Since this persisted after several reboots I
tried a completely different monitor but got the same response,
suggesting either the motherboard or graphics card had failed.
I called the hardware faults helpline written on my warranty card (0871
222 3960, with the company Repair-Line Ltd). The recorded message
started with the statement "If you are calling about a hardware fault
then stay on the line". There then followed a long message about other
options for software and other non-hardware technical support and
options for people who had bought their machine in the last 30 days;
then finally a statement saying that technical support for hardware
faults was only available between the hours of 9-5 (i.e. directly
contradicting the request at the beginning to stay on the line, but
ensuring that I paid for an expensive and unnecessary phone call)
I reported the problem online using a different PC at about 22.00 using
my Mesh registration (it needed several goes before my message was
finally accepted).
At 8.00 this morning I checked to see if there was any response to my
message by email but there was none. Just after 9.00 I rang Repair-Line
Ltd again and after waiting through the same long recorded message a new
part of the message simply said something like "All our operators are
busy now call again later". I tried twice more with exactly the same
outcome.
I 'googled' Repair-Line to discover not only that the company no longer
exists but that Mesh had ended their contract with them about the time
my PC was ordered (in fact I believe that the contract was terminated
BEFORE the PC was delivered). Yet Mesh never informed me of this nor
provided an alternative contact number, despite the obvious
opportunities to do so when I registered my warranty with Mesh online
(in August 2008).
By searching online I found a Mesh telephone number 0871 20023335 and
called them at about 9.40. I eventually got through to someone called
Pawan and despite providing the correct serial number 104335-001-S for
the PC he refused to continue with the call on the basis that my name
was not on the order and nor was my address. I suggested that the order
could possibly be in the name of Sue White or Martin Neil but he refused
to say who and insisted that unless I provide the telephone number on
the original order he could not continue with the call. I looked up
several numbers including home, business, and mobile numbers for each of
Sue White and Martin Neil (bearing in mind he refused to tell me whose
name it was in). Eventually I managed to find an old number for Sue
White and it turned out this was the 'correct' number. As you can
imagine I was disgusted by this waste of time, especially given what I
had already gone through with Repair-Line.
Having established that I was the legitimate owner of the machine I
explained the problem to Pawan and he told me that before Mesh could do
anything I had to open the machine, remove the graphics card and four
memory cards, clean the machine and then replace all components. I told
Pawan that the documentation says that opening the machine invalidates
the warranty, but he said he could authorise me to do it and that if
this did not fix the problem I would have to call back and the machine
would be taken away and tested.
I looked in the documentation to see how to remove the side panel and it
says clearly that it requires no tool as there is a key at the back of
the machine which will unlock the panel. Well, there is a picture of a
key but no key and no lock. So I had to call Technical Support again
(this time waiting several minutes before getting through) and was told
that I need to get a knife or screwdriver and insert it into the space
next to the picture of the key. I did this and nothing happened. It was
clear to me that, despite what the doucmentation says, it would be
necessary to remove two retaining screws on the panel. Indeed, when I
did this the panel came off immediately. So both the documentation and
technical support provided the wrong information about something as
basic as how to remove the side panel.
I duly removed the graphics card and memory cards, gave the machine a
good clean inside and after 20 minutes replaced all the components. It
made no difference I got the same fault as before.
I called back Mesh technical support and after a 10 minute wait actually
got through to Pawan again. He said that the machine could not be fixed
on-site despite the warranty we had paid for and that he would send out
by post (to get to me 'within 2-3 days') the information needed for the
pick-up at which point I would need to call the number provided to
arrange a pick-up. I said this was ridiculous as not only should the
pick-up be arranged by phone but that there was also a postal strike in
London. He said that the only alternative was to call customer services
within 30 minutes to see if they could arrange the pick-up by phone.
I therefore phoned customer services (waiting another 5-10 minutes
before getting through) and was told that the return had not yet been
logged on the system and therefore he could not deal with it. The chap
(whose name I did not get) promosed to call me back within 5-10
minutes). After 40 minutes there was still no call so I called Customer
Services again. When I eventually got through and started to explain the
whole story again the other phone rang and it was indeed the chap who
promised to phone back. He gave me an RMA number (732648) and the
address details and said I had to box the tower up and put the details
on the box. He said that the box would be picked up by a DPD courier
'between 8 and 6' on Friday 9 October.
I have reluctantly boxed up the machine as instructed but am extremely
disappointed and am perplexed as to why it has to be taken away rather
than fixed on-site as per contract. I do not understand why an engineer
cannot come equipped with appropriate components (graphics card and
motherboard) to my house. That is what happens with all other computer
manufacturers' on-site warranties.
Ideally what I would like to happen is that an on-site visit is made to
fix the machine, but clearly this will need to be acted upon before DPD
arrive tomorrow. I would also like a full refund of the cost of
unnecessary telephone calls (all but one of the above calls falls into
this category).
Yours sincerely
Professor Norman Fenton
home address (relevant for the machine): 3 Wordsworth Avenue, South
Woodford, London E18 2HD
mobile: 07932 030084
Mesh Response 9 October
Dear Mr Fenton
Thank you for your email.
Mesh Computers are no longer associated with repair line. If there is any fraudulent activity based on this phone line please feel free to contact your local trading standards. Mesh Computers have started there own investigation into this matter.
With regards to your onsite warranty, I can confirm that your onsite warranty is valid. Mesh Computers reserve the right to have the system recalled back to base if a specific fault cannot be identified with your system or if the fault lies with your motherboard. This is stated under section 6 of our terms and conditions.
In this case our technical support team feel this is most likely a fault with the motherboard. In the event that Mesh Computers are unable to send an engineer to your premises a collection will be arranged for the system at our expense.
I am sorry that you have been dissatisfied with our service and can only but apologise for any inconvenience that may have been caused.
Kind Regards
Ben Maharjan
Mesh Computers
My email of 22 October 2009
Following on from my previous complaint (and your unsatisfactory
response) please note that the tower unit was picked up from my house on
9 October.
Despite repeated (expensive) calls to Mesh Tech Support and Customer
Services the machine has STILL not been returned and not once has
anybody from Mesh phoned me to explain what the delay is. The last time
I called (on 14 October) I was assured that the machine was "being
looked at this very moment". It is now 4.30pm on 22 October and I have
heard nothing. It is an absolute disgrace considering we have paid a lot
of money for a 3-year ON-SITE WARRANTY, which (contrary to what was said
in your email) did not actually come with any written terms and
conditions. As you are aware, the warranty was with a company
subcontracted to MESH that no longer exists and their documentation
simply states 'on-site warranty' without any conditions plus a telephone
number (which as previously explained) is bogus.
What are you going to do about this farce?
Norman Fenton
Mesh response 23 October 2009
Dear Mr Fenton
Thank you for your email.
Our terms and conditions can be found on the Mesh website www.meshcomputers.com.
I have forwarded this email to the service centre and requested that you be contacted and provided an update as a matter of priority.
Please accept my apologies for any inconvenience caused.
Kind Regards
Ben Maharjan
Mesh Computers
My response 23 October 2009
Dear Mr Maharjan
It is no good you referring me to the current Mesh website for the terms
and conditions. All that matters are the terms and conditions that were
in place when the warranty was bought in March 2008. At that time the
written warranty I received was in the name of Repair-Line. The
documentation simply says that it is an ON-SITE 3-year warranty. There
are no exceptions. Hence, Mesh is in clear breach of contract.
Norman Fenton
Mesh second message 23 October 2009
Dear Mr Fenton
Thank you for your email.
I can confirm that you have a 3 year onsite warranty with Mesh Computers.
At the time this system was ordered all warranty concerns were resolved via Repair Line as stipulated on your order confirmation. As you are aware, Repair Line has gone into administration and is no longer trading.
Mesh Computers however will honour the onsite warranty listed on your order confirmation. As far as I am aware we are willing to satisfy our warranty obligations.
Please confirm in what way you feel Mesh Computers are in breach of contract.
Kind Regards
Ben Maharjan
Mesh Computers
My second response 23 October 2009
Service wrote:
Please confirm in what way you feel Mesh Computers are in breach of contract.
Two ways:
1. The repair should have been carried out on-site as per warranty.
2. The delay in making the repair has been unacceptably long.
From a contractual perspective Mesh is also liable for the costs of my
several wasted phone calls to Repair-Line (since Mesh never told me that
Repair-Line had ceased trading and the telephone number was still being
answered as if the company was trading).
More importantly I have STILL not received any telephone call giving me
any update on the status of the repair.
Norman Fenton
Mesh third response 23 October 2009
Dear Mr Fenton
Mesh Computers are unable to offer an onsite visit for motherboard faults. This is stated under our terms and conditions and has always been the case. Your system would be subject to Mesh terms and conditions during the period of its warranty under the care of Repair Line Ltd. In the event Mesh Computers are unable to offer an onsite visit, Mesh would arrange transit of your system to and from Mesh.
Mesh Computers so not have the authority to terminate a telephone line belonging to another company. Whilst we were unaware that this line was still open and would assume that the line would be terminated since they have ceased trading, we will not hold ourselves liable for call charges made to this line. As stated in a previous response, you may contact your local trading standards authority regarding this matter.
From our records I can see that our service centre has been advised to provide you with an update on the repair of this system. I will let them know you are still awaiting a response and request they do so as a matter of urgency.
Kind Regards
Ben Maharjan
My Third response 23 October 2009
Service wrote:
Mesh Computers are unable to offer an onsite visit for motherboard faults.
But we do not know whether or not it was a motherboard fault. It may
simply have been a graphics card fault or even something else.
The point is that a Mesh engineer should first attempt an onsite fix.
If, in attempting to do so, the engineer determines that there is a
motherboard fault,
only then might it be reasonable to take the machine away.
It appears to me that Mesh is avoiding any on-site warranty by insisting
that every fault might be due to the motherboard.
This is almost certainly illegal, and even if it is not, I am sure
Trading Standards would be interested to hear about it because it is
what is known as "sharp practice".
Mesh Computers so not have the authority to
terminate a telephone line belonging to another company. Whilst we were
unaware that this line was still open and would assume that the line
would be terminated since they have ceased trading, we will not hold
ourselves liable for call charges made to this line. As stated in a
previous response, you may contact your local trading standards
authority regarding this matter.
I understand that Mesh have no authority to terminate a telephone line
of another company. However, Mesh did have a LEGAL obligation to inform
those who had bought a warranty that the details of that warranty,
including most crucially the telephone number to call, had changed.
What is truly astonishing is that I have proof that I actually
registered my warranty online with Mesh AFTER Repair-Line went bust and
yet Mesh's automated response still did not notify me of any change.
From our records I can see that our service
centre has been advised to provide you with an update on the repair of
this system. I will let them know you are still awaiting a response and
request they do so as a matter of urgency.
I have been hearing such promises all the time and nothing ever happens.
It is getting rather boring now.
Norman Fenton
Mesh email of 26 October 2009
Dear Mr Fenton
Thank you for your email.
According to the service centre notes logged onto your account, your fault has been confirmed as a motherboard fault as identified by our phone technician. Had an onsite been arranged for this fault you would have experienced an even greater delay with the repair of your system.
I can confirm that Mesh Computers have provided onsite services on numerous occasions and continue to do so for many machines. The reason why we have declined an onsite warranty on this occasion is purely based on the fact that our technician felt strongly your problem was caused by a motherboard fault. As stated in my email above, this has proven to be correct.
With regards to the number you have contacted for Repair Line Ltd, I have been advised that the number provided by Mesh Computers for technical support and for warranty attention should be listed as 0871 200 2221 option 4. At the point where Repair Line Ltd ceased trading our technical support line transferred directly to our in house technical support team. Please confirm which number you contacted for technical assistance and if this number is not the one provided above, where this number was obtained.
Kind Regards
Ben Maharjan
Mesh Computers
My response 26 October 2009
The number I was orginally phoning - the Repair Line Ltd number - was
0871 222 3960.
This is the number on the warranty card that was provided by Mesh with
the machine.
As I have already explained the Mesh number I have been calling is the
technical support one I found on the Mesh website: 0871 200 23335.
Nobody has ever provided me with the number 0871 200 2221.
I am still waiting for a phone call to tell me when my machine will be
sent back.
Norman Fenton
My email of 29 October 2009
I note that you have failed to reply to my previous message (of 26 October).
More importantly Mesh has failed to return my computer - it is now 22
days since I reported the fault.
If I do not receive a satisfactory response within 24 hours I am going
to start legal preceedings against Mesh.
I would also like confirmation from Mesh that none of its engineers has
attempted to access any documents on my disk.
Norman Fenton
My email of 30 October 2009
Dear Mr Maharjan
I note that you are now refusing to acknowledge any of my emails.
I rang the number YOU suggested today (namely 0871 200 2221 option 4).
When I got through the operator insisted on asking even more security
questions than normal and when she eventually 'accepted my call' told me
simply that 'somebody would call me when the machine was ready'. When I
said we had been through that and I wanted to speak to Ben Maharjan she
said she would put me straight through to you. In fact she simply put me
back to the main switchboard. I was kept waiting 30 minutes before
another operator answered and this operator did not even bother saying
he would try to put me through, he simply put me back to the switchboard
after I asked what was happening to my machine. I waited another 25
minutes and eventually spoke to somebody called Mayur Patel. Mr Patel
told me that Mesh was 'waiting for a delivery of mother boards' and that
he would call me this afternoon to tell me when my machine would be
ready. But I have been hearing that for 23 days now.
The rationale for taking my PC away and not fixing it on site was that
there was a problem with the motherboard. That was known on 7 October.
If Mesh does not have any motherboards then how can you explain this
rationale? It is now 30 October.
I can now confirm that, whatever the outcome, I will be suing Mesh for
the costs incurred including the loss of my computer and data for an
unreasonable time.
The amount I will be suing will depend on the date the PC is eventually
returned, the condition it is in and the number of further phone calls I
have to make.
Norman Fenton
Mesh response 30 October 2009
<Note: this response arrived about
30 minutes after my email was sent on 30 October. Yet Mesh had
'dated' the email as 28 October>
Dear Mr Fenton.
Thank you for your email.
I have contacted our service centre and requested an urgent update on the repair of your system. The motherboard for your system has been diagnosed to be at fault. We are in the process of replacing this board however we currently do not have this in stock and are currently attempting to source one.
The 0871 200 2333 option 5 number is our customer services line. Any calls made to this line can be redirected to our technical support line internally if required. All relevant contact numbers can be obtained from the Mesh website.
Kind Regards
Ben Maharjan
Mesh Computers
Mesh response (dated 30 October 2009) to my 29 October email
Dear Mr Fenton
Thank you for your email.
As far as I am aware all emails to the service email has been answered within the 2 working day turnaround time. If this is not the case, please resend the email which you feel has not been responded to and I will respond.
I have requested a further update from our service centre with regards to your repair. As you are aware we have been unable to acquire the same motherboard as per your original specification and will in this case provide an upgrade to your existing board.
I have forwarded your request that your documents not be accessed to our service centre.
Kind Regards
Ben Maharjan
Mesh Computers
My second reponse 30 October 2009
Service wrote:
As far as I am aware all emails to the service email has been
answered within the 2 working day turnaround time. If this is not the
case, please resend the email which you feel has not been responded to
and I will respond.
In fact, a response to my email of 26 October arrived after I sent my
email today, but was, curiously dated as 28 October.
I have requested a further update from our
service centre with regards to your repair. As you are aware we have
been unable to acquire the same motherboard as per your original
specification and will in this case provide an upgrade to your existing
board.
As I said in my email earlier today Mayur Patel promised to phone me
back this afternoon on my mobile (07932 030084) to give an estimated
date for returning my PC. Naturally there was no such phone call even
though the mobile has been unused and by my side all day (i t is now
18.15pm and your offices have closed).
I have forwarded your request that your documents not be accessed to our service centre.
Quite apart from taking my personal information, the fact that Mesh has
taken my PC (and can offer no information as to if and when it will ever
be returned and has so far offered no compensation) may well constitute
a CRIMINAL offence. In fact, it is only because I would prefer the
Police to spend their time chasing violent criminals that I have not
reported Mesh so far to them. But if I am pushed much further I may
well be reporting Mesh for theft of property.
Norman Fenton