Mesh Computers technical support is complete crap. I ordered the computer with Windows XP Pro and I was sent Windows home edition. I then had to wait to receive a new harddisk. Later I began to have problems installing automatic updates. I called tech support and was given very lame advice which only temporarily fixed the problem. I then regan to have problems with Windows System Restore service. Mesh tech support said all I could do was to restore the computer to factory conditions which means wiping out all the data I have on my computer and any software I had loaded. I then started working with Microsoft Tech Support, who have been really helpful. Microsoft Tech Support phoned Mesh tech support and I was told I would receive a CD to help me repair windows without wiping off all the data. I did not receive this, only another copy of the MESH recovery CD and instructions for restoring to factory conditions. I called MESH to complain today and they said they can not help me in any way. All I can say is DO NOT BUY FROM MESH Computers!

Hi Jude Sennitt,

It's worth noting that our warranty does not cover software support in any shape or form, and that it is the end-user's responsibility to ensure that they keep a backup of their data if it is any way valuable.

Diagnosing and resolving problems with software can take time and a lot of testing to establish cause and solution. Whilst we have customers waiting on the phones with legitimate warranty problems we cannot spend too much time supporting those who have software problems. For this reason, unless the problem you have is a known one and we can send pre-written instructions to help you, we can only recommend that you restore your system to factory conditions.

I'm sorry if this displeases you but it is the warranty that comes with the system.

With the software issue, for which we have no obligation to support, removed from your complaint you are left with the fact that your system was supplied with the incorrect image on the hard drive. For this I offer our apologies.

Davey

Like most large computer manufactures MESH do not supply a windows install CD only a licence and an image of the operating system.

It means that if some one has a problem they can't just use a windows install cd to repair windows and resort to having to pay premium phone calls to be told standard information (I do not know if mesh have free phone numbers for support but most companies do not!!)

If you know someone with a XP Pro install CD you can use that but only with your Windows Licence Key and on activation you will probably have to telephone to activate and explain the situation.

We buy products from these companies and if they treat us like dirt why use them go somewhere else like you local computer supplier, there computers maybe £50-£100 more expensive but at least you will have a face to talk to and someone who cares about you as a customer and will be willing to help.

Hi TP,

Actually we DO supply a Windows Recovery CD. Unlike most other companies though our Recovery CD is actually a copy of the standard Windows OEM CD with a few support additions and drivers slipstreamed into the disc. Without these additions, the disc would be an identical copy of the standard OEM CD.

Our chosen Recovery option is a hidden partition on the hard drive, on which an image of the factory complete installation tailored to that PC is stored. This is more like the traditional Recovery option, as using this (via F10 at boot) allows our customers to restore the system to Factory Settings.

I'm curious as to where you get your information from as it would appear you do not own a Mesh PC (you would know about our Recovery CD if you did and would certainly notice the F10 prompt everytime you boot your PC).

Davey

Mesh do you supply your own Recover CD or a Windows XP install CD?

There is a difference!!!

In the previous post, I was refering to an original Windows XP install CD not a mesh Recover CD.

With the software issue (for which we have no obligation to support) removed from your complaint, you are left with the fact that your system was supplied with the incorrect image on the hard drive. For this I offer our apologies.

A relatively rudimentary mistake, and one that you'd expect to have been noticed by time of shipment, wouldn't you think?

If I were Jude Flippant I'd be expecting some "money off vouchers" to complement your heartfelt apology, Davey.

Hi TP,

As I explained what we refer to as a Recovery CD is a copy of the OEM version of the Windows XP Installation CD but slipstreamed with SATA drivers up to roughly the date the version in question was created (We update the CD every couple of new motherboards). There are also some recovery tools added. There is nothing removed.

What might be considered a Recovery System found on traditional Recovery CD's is what we put into our F10 Recovery System, which is stored on a hidden partition on the hard drive.



Hi Jude Sennitt,

It should have indeed been noticed at the time of shipment and for this I can only apologise.

Davey

I am so mad with Mesh Computers that I am shaking!!! To cut a long story short we bought a new PC and flat screen from them in October - £600. They took the money immediately even through we waited for the goods. When it did arrive the Screen did not work. We had to ring them up which as you all know is not easy - hang on for ages etc. Eventually they agreed to collect the screen which involved waiting for them to send a label , staying in so that it could be collected . They then decided it was faulty and sent a new one. It didnt work either - more phone calls etc. Eventually agreed to collect that one- same palava as above. That was faulty too so we said we would send the whole thing back and have a refund. More waiting for labels and staying in all day until it was collected. I then rang the dreadful, customer service department and said I was not waiting any longer for a refund and wanted my money back now. I got a very standard response - we have our procedures madam and you can have your money back in 2 weeks or so when we have inspected the goods! I asked to speak to someone in authority and this was refused. The same phrase was repeated over and over even when I specifically said do not repeat that. The contempt for customers is staggering.
I then phoned through to accounts who put me back to customer services!!! All this despite me saying I do not want to speak to them again. I got the same girl repreating the same phrase!! She then said they have their procedures to follow and my call 'would not be escalated' as she is a senior member of staff. They are absolutely awful and I will never deal with them again and will sue if we dont get our money back. There must be something we could do about this given all the terrible stories on here?

Carolyn Donoghue, I hope you get your money back soon.

Just wait for the response from mesh!!!! It will go something like:
"We are sorry to here about your dissatisfaction with the product and this matter will be dealt with under our customer service agreement policy.

We have many satisfied customers and we occasionally do have receive batches of faulty equipment. We try to resolve these matters with great urgency but we cannot be blamed for a batch of faulty goods.

Once again we apologise, most of our customers our completely satisfied with our service."

(but, I could be wrong!!)

When will these big companies take note of there customers, they are happy to take your money, make you wait, and make you wait longer until any form compensation or return of money is made.

All their statements sound the same and really they do not care about each individual they care more about profit, meeting targets and lining the pockets of share holders (where share holders exist). Hearing these storeys really make me sick in how customers are treated, not only that just the statements and comments that the company's seem to make about how fantastic they are and they are following procedures and policy, where is the human touch the caring and wanting to give customers complete satisfaction, which in all honesty they really don't care about.

As I said in earlier an post, try and find a local independent computer supplier/shop it may cost slightly more but you will benefit from: usually fantastic customer service but also you help a small business, local economy and also have one to one contact.

This is my personal view on most large companys and if anyone wishs to disagree with my opinoins then that is up to them. Just interested to here Mesh's response to this!!!