How should I fight my case for a full refund on a PC?

PozaW

I ordered a new desk top pc from a company called 'Mesh Computers' I made the mistake of not looking for online reviews and acted on a suggestion from a friend. I placed the order on the 10th of April, and it finally arrived on Friday the 13th of May.

I've had a horrid experience with dealing with their customer services, but decided to wait it out in the hope that the system would be of good quality.

Sure enough the tower arrives, I plug it all in and then it won't boot; eventually by jiggling the power lead around it could get power while the lead was at certain angles. This precarious positioning could never last very long as it was, and the power kept cutting from it.

While I was able to get it turned on for short amounts of time, I then encountered another issue in the there was no graphical output to a monitor. I did check with different cables and screens also.

I have decided that I would like to chase a refund for this system as I have no confidence that they would be able to repair this computer and that it would be a reliable system to own.

I wanted to ask for any advice on how I can cement my case for a refund. I have read on review sites that this company can be very slippery when it comes to refunding people. Luckily I did pay by credit card, so hopefully the card company can help support the recovery of the payment.

So far I have written a letter to request a refund, detailing the two technical faults with the system, as well as that it was provided in a larger case as was advertised. [I ordered a mini tower, as I have little room to spare]

Any advice would be great as I've so far never had to chase a case like this. Sorry for the essay!

visidigi

If you got it the 13th you're within 7 day DSR's - was it specifically built to order or a pre-configured 'off the shelf' purchase?

shaun_from_Africa

The problem with rejecting under the DSR's is that Mesh will charge almost £47 to collect the PC.

It would make far more sense to reject it under the SOGA, in which case Mesh are responsible for the return costs.
If you have a look at their T&C's
http://www.meshcomputers.com/Html/terms_home.htm
section 9.3 and 9,4, this will give you all the details.

PozaW

shaun_from_Africa wrote: »

The problem with rejecting under the DSR's is that Mesh will charge almost £47 to collect the PC.

It would make far more sense to reject it under the SOGA, in which case Mesh are responsible for the return costs.
If you have a look at their T&C's section 9.3 and 9,4, this will give you all the details.

Thanks, however i'm not too knowledgeable on my rights etc so what are DSR's and SOGA? Also as part of the warranty and servicing deal, I have 3 months collect and return free so would that count?

In response to the other guys question, it's an off the shelf system however with one or two changes, which does make it awkward.

In the T&C's it says you can't cancel a customized order, however it doesn't say anything about not being able to return a faulty one.

gordikin

PozaW wrote: »

Thanks, however i'm not too knowledgeable on my rights etc so what are DSR's and SOGA? Also as part of the warranty and servicing deal, I have 3 months collect and return free so would that count?

In response to the other guys question, it's an off the shelf system however with one or two changes, which does make it awkward.

In the T&C's it says you can't cancel a customized order, however it doesn't say anything about not being able to return a faulty one.

Read the 'sticky, at the top of this Board for help:-

https://forums.moneysavingexpert.com/discussion/3184120

fozmcfc

Good luck, I had nothing but trouble with my £1700 Mesh PC a few years back. I would never ever buy from them again or recommend them.

Mine failed on first boot up, took 2 weeks to get someone out to me. Engineer opened tower and couldn't believe the mess they had made, wires everywhere, DVD drive screws missing not holding the drive into place properly.

It devolped a few other faults over time in the end it just refused to boot up about 2 years after purchase, I just stripped it down of DVD drives etc and binned the rest of it.

esuhl

Wow - are they still going?! My friend had terrible problems with a £2000 PC he bought from them back in 1996...! They kept messing him around, kept the PC for months, then returned it faulty! It took ages for them to sort out a refund. It sounds like not much has changed...

deanos

shaun_from_Africa wrote: »

The problem with rejecting under the DSR's is that Mesh will charge almost £47 to collect the PC.
.

Why do you need Mesh to collect the PC?

You could use your own courier with insurance for around £10

visidigi

Because its really not worth the risk taking on the repsonsiblity of returning it with a third party - they mess you around over the refund direct as it is.

If I was within 2hrs drive I would actually drive to drop it off myself...I wouldn't leave till I got the refund either...they aren't the quickest in the world...

tomwakefield

visidigi wrote: »

If you got it the 13th you're within 7 day DSR's - was it specifically built to order or a pre-configured 'off the shelf' purchase?

Computers are a strange one as far as DSRs are concerned. If you get a computer which is built to your specifications from a provided list (e.g. Dell's customise option where you can specify various up/downgrades), according to the OFT that is not treated as a built-to-order product, and you are entitled to the standard DSRs.

Trinitrotoluene

tomwakefield wrote: »

Computers are a strange one as far as DSRs are concerned. If you get a computer which is built to your specifications from a provided list (e.g. Dell's customise option where you can specify various up/downgrades), according to the OFT that is not treated as a built-to-order product, and you are entitled to the standard DSRs.

This is correct. I believe some guidelines were issued by the OFT regarding this if anyone is interested.

As someone who interested in consumer rights and is also an IT Engineer

Sure enough the tower arrives, I plug it all in and then it won't boot; eventually by jiggling the power lead around it could get power while the lead was at certain angles. This precarious positioning could never last very long as it was, and the power kept cutting from it.

While I was able to get it turned on for short amounts of time, I then encountered another issue in the there was no graphical output to a monitor. I did check with different cables and screens also.

First issue is very likely that the PSU is faulty and needs replacing. Second issue is also likely something is loose inside - the card is probably not secured to the case properly.

If otherwise you are happy with your PC I would ring them directly and ask for a course of action