Letter sent to the head of Mesh customer services in Jan 06.
I have been a Mesh customer for many years and I have over that time been extremely pleased with the equipment and service from yourselves. So pleased that in November 2005 I ordered two computers for nephews and a few weeks ago a replacement for myself.
I live in Northern Ireland and have to raise my concerns at how badly, we in this part of the UK are treated. The computer package that I bought had built into the price the Advantage warranty valued at £69. This as you know would give me 2 years on site and 1 year back to base. However, even though this is part of your costings and for which I would have paid, because I live in Northern Ireland, I am not entitled to. The Classic warranty being my only option.
If a customer in England had purchased the same computer and a fault occurred then a technician would have arrived within 24 hours with a replacement part and the computer would have been up and running in no time. To add insult to injury, Mesh will charge me £50 when I have to send it back to base.
I picked up my computer on Wednesday 25 January. I had been sent the wrong speakers, and the side fan had not been connected. When I set the system up a fault was identified by technical support with the graphics card. As stated earlier, I have had to sent both items back to you before you will send me the replacement items. If I had lived in England and could use my Advantage warranty my computer would have been working with the right parts before I had to sit down and write this letter. I do not see this as fair or a professional way to treat your loyal customers in Northern Ireland.
Could I also raise my concerns regarding delivery costs. Again, because I live in Northern Ireland I am charged twice as much as my English counterparts. An additional £35.25.
If I was to send you a parcel via Parcel Force or DHL it would cost me the same from here as it would an address in England.
As a customer in Northern Ireland, which is part of the UK, I have been penalised by the cost of the warranty, extra postage and the cost of returning items to base. If I was to have just one requirement to return my system to base buying a Mesh computer has cost me £154.25 more than a mainland customer.
Shouldn’t Mesh consider alternative couriers and setting up on site maintenance contracts where they are not currently available.
As a person who works from home and relies on their computer it is very frustrating to have the computer that I need for my job sitting idle on the floor.
Your consideration in this matter would be greatly appreciated.