FAO Davey - Not a Happy Customer.

[taylorc]

Hi all,
I was hoping that my first post would be a happy one but unfortunately it is not. My experience of Mesh customer services is not a good one
After recieving my system I found that I could not play Blu-Ray movies as I had not upgraded my Cyberlink software (I was not told that I needed too at time of purchase) so after contacting customer services I was told that I could have it at cost price (£19.99) so I duly ordered the software. Two days later it arrived and I was somewhat surprised to find that it was an OEM version (LG Branded - surely this should have come with the drive anyway??). After installation I then found that it was a cut down version of PowerDVD 7.3 Ultra (which only supports 2 Channel Stereo) so I was obviously disappointed. After reading through some posts I was even more disappointed to find that Davey had actually authorised this software free of charge to users who had encountered the same situation as me. I was then even more angered (by this time) when I realised that the invoice showed that I had been charged £42 for the software so naturally I contacted Customer Services to find out 1. Why was I overcharged and 2. Why had some people been given the software for free?
Initially the lady apologised and offered to refund the overpayment but when questioned about the "free offer" she went away and spoke to a Manager. I was then told that I would recieve a full refund (with an e-mail confirmation). Well guess what - No e-mail and today I recieved a phone call from Technical Support about my Cyberlink software, he then told me there was nothing on the system about a refund!!
I have just got off the phone with a "senior" customer services lady who basically said No refund and denied all knowledge of any phone calls, refunds or anything. She would not even process my complaint regarding the overcharge (I could live with £20 for a lite version!) so I am not a happy bunny. She did offer to put me through to the Sales team but the call got cut off!!
Davey, could you please look into this for me as I am willing to let you sort this out (you seem very reasonable) before I escalate this further (Trading Standards etc etc).
Soooo Not Happy
Incidently other than this matter the PC is great

[DJT298]

Sorry to hear of your experience, make sure your S/O is in your profile so Davey can investigate for you.

[pineman]

Pity about your problem BUT good to hear your PC is ok

[Davey W]

Hi taylorc,

Whilst I have supplied copies of the software in certain circumstances these have been at my discretion and always at cost to the company.

Looking at the order for the software you have received it looks like you were charged for courier delivery as opposed to postage which with VAT on top has pushed the total cost up to the £40 mark. I'm not sure that you should have been charged the courier charge in this instance to be fair. I'll ask the Customer Services to look into that and contact you.

Looking at the software I cannot see any restriction on the sound output. Where are you seeing the restriction? Or if you are experiencing the problem first hand, could you give more information on how and where?

Davey

[taylorc]

Davey, thanks for the reply. I will address you points in order.

1. I have just recieved a phone call to say that I am having the £22 overcharge refunded so thats good news

2. When the software is opened in the bottom right hand corner a window displays the following scrolling message - PowerDVD BD+HD 2CH
When a disk is played the information tab (at the top) shows the correct audio stream (i.e.Dolby Digital 5.1) but the actual ouput is 2 Channel (and yes I have set the audio output to 6 speaker)

In terms of my original post I have some points of my own:

1. Why is Mesh selling a Blu-Ray system without the required software. The Sale of Goods Act state that the item needs to be fit for purpose at point of sale yet clearly the Mesh Blu-Ray drive will not play Blu-Ray disks unless extra software is purchased so is it fit for purpose? Would you buy a car only to find that you had to pay extra for the wheels? Of course not.

2. If the same drive was purchased anywhere else then it would come with the Cyberlink software (hence the OEM license) yet Mesh customers have to pay extra. If it was a retail version (with the necessary charge) then it would be a retail license but clearly the Mesh disk is the OEM software that should be supplied with the drive (it even has LG stamped on the disk!) so there should be no charge.

Even if the above points could be argued it does not take away the fact that someone (I did not get her name) lied to me in that I was promised a full refund. Also when I phoned today the lady who I dealt with was extremely rude and more or less called me a liar, when I asked to speak to someone senior she refused! To quote most companies - Calls are monitored and recorded for training purposes. Well lets get the tapes!
At the end of the day is it worth chasing for £20 but I do expect a written apology for the way that this has been dealt with. If I do not recieve an apology then I will take my complaint further as it is a point of principle.
Please do not think that I am having a go at you Davey as from what I have seen you do some good work in helping Mesh customers, I just feel that this the best place to voice my concerns as it is a public forum.
Again thanks for you help and apologies for the long winded rant.
I look forward to any help you can provide with the audio.

Carl.

[DJT298]

Look at the following link for the LG Blueray drive (Retail) for sale on ebuyer and check out the reviews. You will see that the supplied software needs to be upgraded at cost to enable playback of Blueray discs - is this the same complaint to which you are referring as from your initial post it appears you did recieve Cyberlink software just that it wasn't a version that allowed B/R playback. If I am correct in my assumption then Mesh haven't been at fault in charging you for the upgraded software.

I think you have to be a bit carefull when quoting "fit for the purpose". The problem is not that the drive won't play Blueray but that at the time of purchase you were not offered the software upgrade to enable full Blueray playback. This does not make the drive unfit for the purpose and can/has been easily rectified.

Also click on the link for the Mesh order site and you will see if you scroll down to "additional Software" the option to select and pay extra for the Cyberlink Bluray software is offered for £29.

ebuyer

MESH Computers - Award Winning Review PCs Since 1987 - Customise your Xtreme 9400HD

[taylorc]

DJT298, Thanks for the reply.

It does not specifically say on EBuyer (that I can see, however I am a bit hungover lol) that you have to upgrade the software. Other people have stated on other forums that they recieved the software bundled with the drive (and some have complained exactly as I have about it being a Lite 2 Channel version!) so I would not specifically say at this point that you are correct.
Its also worth noting that my order was actually placed over the telephone so my sales advisor should have pointed out the extra cost. This is the reason why they offered me the software at cost price (£20) afterwards because they forgot to offer me the upgrade at point of sale.
Also the complaint is more so aimed at the way that I have dealt with, as my post states I have effectively been called a liar, been promised things that they had no intention of carrying out (i.e. been lied to) and generally recieved poor telephone service. This to me is not acceptable.
At the end of the day mistakes are made it is how these mistakes are dealt with thats important. All I expect is my problems resolving:

1. A refund for the overcharge (which Davey has now sorted)
2. An apology for my subsequent complaint and general treatment

Hope this clarifies things.

Carl.

[pineman]

I must confess I have some sympathy with your criticism.

It seems wrong for someone to sell you something that cannot work unless they warn you you that you need to purchase additional items first.

In fact, and I stand to be corrected, I can't think of any computer part that is sold without the software needed to make it work!

[ayrman]

I also agree with yourself, not everyone i took the trouble to telephone at Mesh was up to the job and passing on accurate info, I had my son place the order for me (online) as i was away from home and the special deal offer closed on the day, 2 days later I telephoned and asked ? would the mini tower and 300 watt psu take a second internal hard drive, and was assured it would, so i let the order stand, if this pc had not had to be returned as faulty as delivered, i would not have been given an opportunity to upgrade the tower and psu and been stuck with something not capable of my needs, yes i did get some staff who were very good and took an interest in getting everthing sorted out, this and this web site and Davy is the reason i will stay a customer, 3rd mesh for myself, 7 in the family , but next time there will be some blunt ? at point of sale.

[taylorc]

Davey,
After noticing that you have been addressing the forum recently I was just wondering if you could update me with regards to my previous comments i.e.

1. The 2 channel sound issue with Cyberlink Blu-Ray edition.
2. An update on when I will be refunded the £22 that I was overcharged (as I have not recieved any confirmation that it has gone through)
3. An apology from Mesh regarding the way that I have been treated.

Thanks
Carl.