Computer was purchased last Febuary online. The tower was not working when delivered, and an engineer had to come and replace a part initially. The tower was sent away for an issue with the cooling fan, and parts were replaced. Some time later (January '09) a sim ilar issue occurred, and the tower was sent away again. The tower did not arrive at the repair centre for approx 2 weeks following collection by the courier, and when examined, the repairer stated the issue was a software fault, not hardware, and any repairs would be outside thw warranty and chargeable. Repairs were carried out on the tower without our aggreement, and Mesh customer service will not release the tower without payment for these repairs. We did not agree to any repairs on our computer, and it seems that Mesh will not come to a compromise regarding this issue. The customer service team leave voicemail messages 5 minutes before they go home for the day, when calling them back the department is closed, or you are in a queue for 10-30 minutes just to be told the person dealing with our issue is not in/ on lunch/ on another call. I have not experienced such a low level of professionalism and total lack of customer care, and I am disgusted at the complete unwillingness of other staff to help with the issue. I work in customer service, and I would be immediedly fired if I were to treat my customers as i have been treated. Please can anyone advise as to what we can do next?
Many thanks,
Darren.

This email as you can see has been forwarded to a few consumer watchdogs I will keep forwarding this e-mail to more consumer watchdogs as I find more.

My experience with mesh computers has been both time consumer and very irritating.

I brought my computer on-line from www.meshcomputers.com worth £1,300 back in may. After sorting out the finance agreement and awaiting delivery I received my computer in July. The computer worked fine until a month later. The performance slowed down, I experienced intermittent problems with my Monitor and when my computer started up.

I phoned mesh on a 0870 number at about 18:30 one evening to report the problem. I heard an out of office hours message telling me I could phone a 0901 number (premium rate) or phone back Mon-Fri 9am-6pm. I tried again within their inconvenient hours of 9am-6pm and waited 5 minutes before I got through. I spoke to a technician who suggested I restored my computer back to the original factory settings. The technician gave me instructions how do this via email. I restored my computer to the factory settings and lost some work that I had been working on over the month I had my computer.

After a week of the computer working I was once again experiencing lack of speed on my computer. I phoned mesh and again waited 5 minutes to get through. I spoke to an Operator and he advised me it would be best if it was taken back to the service centre to be repaired. I asked how long it would take and he said "anything up to 15 days". "Working days" I said and he replied "No 15 Days".
Mesh would send for a courier to pick up the computer once again Mon-Fri 8am-6pm. This was not convenient as I work Mon-Fri 9am-6pm (like alot of people). As I only live down the road from the head office I had to ask one of my friends to take the computer into the mesh service centre.

I waited over 15 days as advised and heard nothing from Mesh. I phoned the repair centre and was told the Computer has not been seen yet and will been seen the following week. I said I was told it would take 15 days and this operator told me no it's 15-20 Working days.

I waited until the following week then phoned customer services to complain. I was told the computer still had not gone in for repair and it will be ready soon. The operator said they would flag it as high prority and promised to get someone from the repair centre to phone me that day. I asked for some sort of compensation for my trouble as it was taking so long and was told I would not get any. This call was made at 11am and I had still not heard anything from the repair centre at 5:30pm I phoned and all I got was an out of office hours message.

The next day I phoned waited 5 minutes then asked the operator what was going on with my computer. She said my computer had not been flagged as urgent. The operator assured me she would follow it up and hoped to have it completed by the end of the week.

I was contacted by the engineer and he told me what had been fixed and that it was ready for collection. For the first time Mesh computers had keep'd to the deadline and I picked up my computer later that week.

A week down the line and now I have more problems. I installed iTunes downloaded a few podcast and all was looking good until I rebooted my computer. On start up my computer asked for a boot disk to be inserted into the floppy drive. I emailed the Mesh support with a synopsis of the problem. After waiting 2 days I received some advice on how to fix this issue. I had to go in and change the way the computer started by editing the bios. This did not work so I continued using my computer in safe mode. The computer then crashed and the start up issue became worse. The monitor does not recognise that the computer has turned on and I hear no beep on start up. I made sure all connections in the back of the computer were correct and they seemed fine. Once again my Mesh computer is Kaput.

Understandably at this point I had enough and I wanted a refund. I phoned Customer services waited 5 Minutes in a Q then spoke about the issue to an operator. The operator could only give me an address to send a letter to about requesting a refund. I was advised the refund process can be lengthly which filled me with joy. With the concern that I might not get a refund and thought of being without a computer I asked what I should do in the meantime. I was advised to speak to technical support to get it collected and repaired (another month no doubt). I was then put on hold for another 5 minutes before I managed to speak to someone.

My whole 3 month experience with Mesh Computers has been Terrible. I have needed my computer to get started on some very important work which I have not been able to do. The fact that my computer has not worked has been made by worse by the fact that everything is so time consuming. The call centre takes about 5 minutes to get through to, the email technical help takes 2 1/2 days for a response, once my computer was in the Mesh centre it took about a month to fix and the call centres only open Mon-Fri 9am-6pm is a joke considering that most consumers will work during these hours.

Although it might work out a bit more expensive I wish I'd gone to one of the retail giants like PC World. At least there I'd be able to chat with someone in store at the hours that are suitable to me. Also I think I'd opt for a laptop because these have always been good for me.

Thanks

Michael