Thanatos Vs Mesh - My second consumer rights battle

Thanatos

So, after winning my last consumer rights battle versus HMV and Sony, now it seems I am about to undergo my second battle.

Basically the short story is that I got a £750 PC from Mesh which broke after 8 weeks (it kept turning itself off), I sent it for repair under the warrenty and it was returned a month later with numerous things seriously wrong with it caused by the repair centre. I asked for a refund and they have refused with no reason.


Here is all correspondance so far.... (they refuse to discuss refunds on the phone so all has to be in writing)

Dear Sirs,
Never in my life have I received such poor customer service as from your company. I formally request you pick up the machine you sold me and issue a full refund to my Bank Card used for the purchase. I make this request under the Sale of Goods Act 1979, which clearly states goods purchased must be i) Of satisfactory quality, ii) As Described, iii) Fit for purpose and iv) Last a reasonable length of time. The PC you sold be fails in all four categories.

To explain the problem, I am writing down everything that has occurred in chronological order.

I purchased the machine on 14th October and received it approximately a week later. The machine worked fine for about 8 weeks, and then started shutting down randomly. I tried to phone your support line several times over the Christmas period, but gave up each occasion when I had been waiting for 30 minutes in the queue. I eventually managed to get through around the 30th December (I am sure your records with show the correct date). I explained the problem and raised my disappointment in the level of service you offer in way of 30 minute queues before answering your phones. A collection was arranged for 5th January and as you are seemingly unable to specify a time to pick up the machine, and I could not afford to take an entire day off work waiting for you, I left the machine with a friend’s mother who kindly agreed to wait in all day.
I phoned up around 2 weeks later and again 3 weeks later to find out what was taking so long each time at least a 20 minutes queue before the phone being answered. Eventually I got the machine back on the 1st of February with a note saying that the Graphics card had been overheating and was replaced.
However, upon removing the machine from the box, I noted that the door on the front of the machines frame was hanging loose from the PC Case. Due to this, the covers that block the empty drive bays did not fit correctly and the door did not shut correctly.
Surprised by this, I looked at the back of the machine and turned it around only for the side panel to fall off, ripping the white sticker (the warrenty lable?) in the process – the two screws (I believe they were the screw by hand type) that hold the side panel on were missing. Upon looking at the inside of the machine I could see numerous other problems/ A Summary of all problems follows (See attached Photos also):
• Graphics card was not seated in Motherboard correctly (Fig1)
• Hard drive loose on inside of machine (Fig2, Fig3 & Fig4)
• Side panel screws missing on back so side falls off (Fig5 & Fig6) – Note: The bottom screw was found in the plastic bag the PC was wrapped in and replaced for this photo in order to hold the side panel in place.
• Back of case bowed outwards causing gap between case and sockets (Fig7 & Fig8)
• Plastic parts loose on inside (the parts that hold the drive in place?) (Fig9)
• Front Door frame not fixed to case frame (Fig10)
• Empty slot covers do not fit over slots (Fig11)

I consider all of the above to be serious issues of the standard of quality you expect from your repair centre. Issues like Hard Disc Drives not being secured before shipment is unforgivable given their susceptibility to damage when knocked. Leaving side panels unscrewed is plain amateurish, as is not seating the new graphics card correctly.

I immediately phoned your customer services number and after a 15 minute wait, the call was answered at 17:25. I explained the problem with the system and without giving me an opportunity to object, I was told to hold on a moment and then transferred to the repair hotline which I had to wait another 15 minutes to answer the phone. This was an obvious pass the buck technique used by a call centre member of staff who’s phone-line closes at 17:30 and wanted to go home! I explained the problem (again) to the repair line operator who assured me he would send me the documents to send everything back to the repair centre again and that they would arrive Wednesday 3rd Feb at the latest. I still do not have necessary forms to send the machine back to you at time of writing.. I explained I was not happy and I would not accept another month long wait without my computer waiting for incompetent technicians to cause further damage to the machine (given it had already taken a month to receive a machine back in worse condition that I sent it.) The man I spoke to assured me he would treat the situation as urgent and it could be repaired in 5 working days. However, given it would take 2 days to get the packing slip, another day before it would be picked up (at the earliest) then 5 working days, then shipped back to me, its starts to add up to about 2 weeks. I was not prepared to accept this standard of service and asked for the machine to be collected and returned to your company for a full refund. He informed me that it was not within his power to do so and I would need to contact customer services who were now closed. I did highlight the irony that I had indeed phoned customer services and it was them who had transferred me to him in the first place. Never-the-less, I waited until the morning and once again phoned the customer services line. This time I insisted right from the start of the call I was not to be transferred. I explained the problem and was told I would have to write in as the rep on the phone could not deal with the problem. I asked to speak to a supervisor. This was refused. I explained that your company policy does not overrule legislation and that I am entitled to a full refund for an item not fit for purpose. I was refused and told I had no choice but to write in, although this time I was given your email address. So, here we are. This is my email requesting you pick up the broken machine and refund me my money. You company has proved it is not able to fix a simple fault without inflicting further damage to the machine and I certainly do not want the current machine back considering how it has been treated by you so far.

I would also request if you need to speak to me you do so via the phone so we can speed this whole process along rather than writing letters to each other.

So, once again in summary to highlight the problems I have encountered with your company to date:

• Machine purchased: 14th October and lasted 8 weeks before initial problem.

• Took two weeks of attempted calls over the Christmas period to actually get through to your support line. At considerable cost to my phone bill!

• Picked up for repair 5th Jan

• Returned to me 1st Feb

• Total ownership: 15 weeks.

• Time in my possession: 11 weeks = 73% of ownership. Time in my possession in an actual working condition: 9 Weeks = 60% of ownership

• Time in your possession: 4 weeks = 27% of ownership

• Initial problem – GPU overheating, causing system to shut down (GPU now replaced)

• Current problems caused by your own repair centre:
o Graphics card was not seated in Motherboard correctly
o Hard drive loose on inside of machine
o Side panel screws missing on back so side falls off
o Back of case bowed outwards causing gap between case and sockets
o Plastic parts loose on inside (the parts that hold the drive in place?)
o Front Door frame not fixed to case frame
o Empty slot covers do not fit over slots

• Shoddy customer service queue times – no waits less than 15 mins.

• Shoddy treatment by customer service staff (e.g transferred to wrong department so customer service could go home and poor procedures when not allowed to speak to senior staff or discuss refunds over phone)

• Damage cause to my property (the PC) by your staff in the repair centre.

I await your prompt reply to my request.

Mr Thanatos


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FIG 11

Dear Mr Thanatos

We do apologise about the problems you have experienced with the pc, however I’m afraid your request for a refund has been declined.

I have arranged for a returns label to be posted out to you with instructions on how to arrange a collection for the machine to come back to base under a priority repair.

Regards

Rashmi Hirani
Mesh Computers

Please can you explain under what grounds you are refusing me a refund so I can seek fully informed legal representation in this matter? My statutory rights clearly dictate I am entitled to a refund and considering it is your company that has damaged the machine, I see no reason why I should accept a repair as an alternative, not to mention the inconvenience this fiasco has cause me.

Thanatos

Greatfully accept any ideas, tips and comments anyone has, plus any experience anyone has with Mesh...

As ever, finger is poised over the "thanks" button

Anihilator

Mesh are entitled to offer a repair, refund or replacement. After 8 weeks I dont believe you are within a reasonable timeframe to reject it as faulty at point of sale hence you will need to grin and bear it with the repair.

I hope you are qualified in computers to avoid them stating the damage is inflicted by an amatuer playing about inside it.

If it comes back faulty after a third time I then think your into demanding a refund time.

Thanatos

Anihilator wrote: »

Mesh are entitled to offer a repair, refund or replacement. After 8 weeks I dont believe you are within a reasonable timeframe to reject it as faulty at point of sale hence you will need to grin and bear it with the repair.

I could understand after 8 weeks, and happily accepted a repair after 8 weeks for the graphics processor problem. What I want the refund for is for them causing further damage to the machine whilst it was in the repair centre.

Anihilator wrote: »

I hope you are qualified in computers to avoid them stating the damage is inflicted by an amatuer playing about inside it.

No I am not, but then i havent been playing on the inside of it. The side panel fell off all on its own due to lack of screws. All I did was look inside and touched the hardrive to show it was loose for the photo.

Anihilator wrote: »

If it comes back faulty after a third time I then think your into demanding a refund time.

And if they damage it even further? I see no reason why I should accept a machine they have damaged and then repaired. It effectivly make it a re-furb unit for brand new prices.



I had a bit of a search on Mesh - wish I had done that before buying from them - turns out they have been on BBC watchdog and had trading standards after them and allsorts....

Anihilator

Thanatos wrote: »

I could understand after 8 weeks, and happily accepted a repair after 8 weeks for the graphics processor problem. What I want the refund for is for them causing further damage to the machine whilst it was in the repair centre.



No I am not, but then i havent been playing on the inside of it. The side panel fell off all on its own due to lack of screws. All I did was look inside and touched the hardrive to show it was loose for the photo.



And if they damage it even further? I see no reason why I should accept a machine they have damaged and then repaired. It effectivly make it a re-furb unit for brand new prices.



I had a bit of a search on Mesh - wish I had done that before buying from them - turns out they have been on BBC watchdog and had trading standards after them and allsorts....

All your legally entitled to is a repair I am afraid.

Anything above this would be a goodwill gesture and I doubt you will get one. Whether the hard drive was loose or not I would strongly suggest you dont show them the picture of your finger wedged in it.

Thanatos

Anihilator wrote: »

All your legally entitled to is a repair I am afraid.

Anything above this would be a goodwill gesture and I doubt you will get one. Whether the hard drive was loose or not I would strongly suggest you dont show them the picture of your finger wedged in it.

Too late for the picture, but all it proves is that it was loose or I would never have been able to do it.

Given my internet research, I think you may be right about goodwill - they honestly dont seem to care...

outofworksch

Try posting your problems here http://www.meshcomputersownersclub.com/forum/
Davey is very heplful

4743hudsonj

As said they are allowed to decline a refund, i would however push for anything but a repair as any of the remedies offered must not cause excess inconvenience to the customer which given the events, i think it has. Speak to consumer direct on constructing a new letter stating repair is unacceptable due tot he inconvenience they have and are continuing to cause.

Thanatos

Well, today i got a phone call from a guy called Kareem who is a technician in the service centre.

He told me he was horrified by the state of the machine and would not be repairing it as it would be completely unfair to me. Instead, he will be building me a brand new machine that should be ready for delivery next week.

Honestly didn't think I would be saying it in this thread, but well done Mesh!

If only their customer services department was willing to listen in the first place!

voiceofreason

Will you include the phrase "layer upon layer of bungling incompetence" in your next communication to them?

Go on......

Thanatos

voiceofreason wrote: »

Will you include the phrase "layer upon layer of bungling incompetence" in your next communication to them?

Go on......

only after i have the new computer in my possesion

derrick

Thanatos wrote: »

Well, today i got a phone call from a guy called Kareem who is a technician in the service centre.

He told me he was horrified by the state of the machine and would not be repairing it as it would be completely unfair to me. Instead, he will be building me a brand new machine that should be ready for delivery next week.

Honestly didn't think I would be saying it in this thread, but well done Mesh!

If only their customer services department was willing to listen in the first place!

Thanatos wrote: »

only after i have the new computer in my possesion

You haven't got a new one yet, don't count your chickens,this might just be another delaying tactic by Mesh, (don't know why).

Hope they do live up to their latest statement, good luck as it sounds like you will need it.



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