Pathetic. (Mesh Computers)

Member Name: Khazgrim

Product:	Mesh Computers
Date:	29/05/09 (529 review reads)
Rating:

Advantages: Very good-pre sales support - you're made to feel like a customer.

Disadvantages: Abysmal after-sales support - you're made to feel like a lump of manure.

I ordered a MESH HUSH 920SLX on the 6th March. I was eagerly looking forward to its arrival, and on the 21st March I set it up and switched it on.

Oh dear. What a noise! A scratching sound that could be heard from downstairs (my computer's in my bedroom upstairs) with the bedroom door closed! On inspection it turns out it was the graphics card. I called techincal support, and they said they'd need it back at their repair centre. Because it was a brand new system, the promised me it would be repaired and sent back within 3 working days. It actually took 12 working days - 17 days in total. It turns out there was a bit of wiring/cabling stuck inside the fan of the graphics card - they said this probably happened in transit from the courier delivery.

Annoyed by this, but relieved to get the computer back, I switched it on. Nothing happened. Tried again. Nothing happened. Tried it a third time. Came on and booted up. "Hmm", I thought to myself "that's odd - works now though". And it did work for a day. Tried switching it on again the following day - nope. Tried again - nope. Tried five more times and it came on. I figured there was a problem with the power button on the front of the computer, so I called technical support. They asked for it to be returned to their repair centre again. After a few days I hadn't heard anything, so called them to make an enquiry - they said they couldn't find a fault. I'd enclosed a letter with the computer explaining the fault - they hadn't taken any notice of it. I asked them to refer to the letter. A couple of days later I got a call back, saying they'd replaced the front panel of the computer - along with a possible explanation for the power button problem - "may have come loose in transit".

Pleased to get that sorted, but annoyed that they couldn't find a fault I found just by pressing a button, I welcomed the return of the computer with a little trepidation. Two deliveries and two faults, both blamed on the courier - not a great start is it?

I switched the computer on. It worked. Joy! After installing a few Windows updates though, the computer had to be restarted - uh-uh. Beep errors from the BIOS. 1 long and 3 short - indicative of a problem with the video system. Oh great! The computer would boot as normal but I had no video signal. I checked all the cables and reset the computer. Same thing. I switched the computer off - I'd had enough. I left it for a few hours and tried again. It worked. For a while. Another restart and the problem returned.

I opened it up to check that the graphics card and memory were seated properly in their slots. They looked alright. Just to be sure, I unseated and reseated the memory and graphics card, and to my horror I noticed that the PCI slot the graphics card occupied was damaged!

I did a little DIY and moved the graphics card to a spare slot (which involved moving a few things around the cramped case to make room for it). No more beeps - perfectly working. Apart, of course, from the fact that I had a damaged motherboard.

I called technical support explaning the fault, and guess what? They blamed the courier! They said it most probably happened in transit! There is absolutely no way this, or the previous two faults, were the fault of the courier. They asked for it to be returned but I point blankly refused. I demanded either a complete system replacement or a full refund. I went for the replacement option, and am currently awaiting some RMA labels to return the computer.

Out of curiosty, I called their customer services deparmtent and asked them if they could give me any guarantees that the replacement computer would not be damaged in transit. They said "No".

Consumer Direct have advised me to enclose a letter with the computer, asking if my demand for a replacement is not met, or if I receive my replacement and it's also faulty - then I will be excersining my legal rights for a refund via the Small Claims Court.

Do NOT buy from these people. You are a God before they get your money, but once they've got your hard-earned dough and you get problems - you're nothing more than an inconvenience. The technical support staff have standard replies and excuses to any problem that arises. The customer support staff (at least the ones I've had the misfortune of talking too) are rude, abrupt, unhelpful and unprofessional.

There is a reason why the this site, and the internet as a whole, has enough documentation regarding MESH complaints to start a library. The mere fact that they've appeated on BBC Watchdog (of which I only learnt of after purchase) should be enough to keep you away.

I've given it 1 star because I can't give it no stars. If I could, I would.

Summary: Don't even think about buiyng from these.