FAO Davey - Not a Happy Customer.

[Davey W]

Hi taylorc,

I was only able to check the first 2-3 threads yesterday due to other commitments, sorry.

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The fact you get the correct output shown on screen suggests to me that the software is supporting the correct output to be honest. There are additional settings for output to be found within the sound control in Windows that would also affect what is output to the speakers. Set incorrectly that also could affect the output you actually hear.

In answer to your other queries;

1, The software does not come with the drives and must be sourced separately. To an OEM this software can cost no more than a couple of pounds at most which is why the the non Blu-ray version is supplied free with our systems. The licence to play Blu-Ray is what bumps the price up. If you want to wait until the software is made much cheaper like it did with DVD then you can do but it was about 6-12 months with DVD before this happens.

The term Fit-For-Purchase isn't a catch all for everything and often open to interpretation. Like many such phrases is it is brought into play in such a form that more often than not meets the quoter's needs rather than the circumstances. With that in mind I'm not going in that direction.

2, The software did not come with the drives and had to be purchased in separately. Normally this not the case though, especially when parts are purchased individually where you find cables and discs are needed.

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I don't believe that either of the two staff intentionally lied to you. I can see however that they did not communicate with each other and the first that you spoke to had not left notes as to what she was doing for the second to know what had been discussed. When you were advised that there were no notes regarding a refund this was factually correct. This situation one was one of our making and so I cannot apologise enough for any stress or inconvenience this may have caused you.

On that point, please be aware that the refund was already being processed by Customer Services and although I looked into the matter, and discussed it with them, I had very little involvement in the outcome to be honest.

Davey

[taylorc]

Thanks for the reply Davey, it is much appreciated.

I think we will have to agree to disagree with respect to the Blu-Ray software and as I have previously posted it is not really worth arguing over £20.
What I will say however is that not only was it the mis-communication that I have complained about but also the manner in which I was spoken to. The second lady that dealt with me was extremely rude and did not even want to help me, when I asked to be escalated to a more senior person she refused!
Hardly the correct attitude of a customer service representative.
The apology from yourself is appreciated but it is not yourself that needs to apologise, you have been the only Mesh contact that I actually have faith in and your help is the benchmark to which other Mesh employees should aspire to.
With that could you confirm that the refund is going ahead because today when I phoned all I was told was that it takes 7 days but when I asked for confirmation I was told that the system does not show anything for 7 days and that it will be from the Sales deptartment. Is this correct?

Again many thanks
Carl.

[Davey W]

Hi taylorc,

A refund once it's gone though the typical process of having relevant signatures in place gets passed to the accounts department. When they then instruct our bank to transfer the funds there is that 3-5 day period between the money being subtracted from our account and becoming available in yours.

I will need to check with your salesperson to verify the current stage however on Friday the paperwork was being raised so I would have thought it would be with accounts by now.

Davey