Mesh Computers Failed by Amtrak’s Poor Delivery Service
Dec 19th, 2006 by Jason
Mesh computers seems to have a good reputation and I’ve made many a visit to their website to browse the prices and specifications of their latest computers. As I browsing the site I noticed they had a usb TV receiver at a good price, so I thought I would try them out.
I ordered a usb TV receiver on Wednesday 13th December, and was charged £8 + VAT for delivery.
First problem, Mesh will not deliver to an address different to the cardholders home address, so I could not arrange the delivery to work as I always do with online shopping.
Mesh emailed me confirmation of the order with an expected shipping date the same day. I waited expectantly for some sign of delivery…
On Monday 18th December I emailed Mesh Computers asking for an estimated time of arrival of my order, and they responded promptly, today, by telling me that the order was dispatched the next day and is with the courier. They sent me a link to track my order and told me that Amtrak had planned to deliver on 15th December but had run out of time on that day!
Amtrak did not actually get as far as attempting to deliver, and does not seem to have made any further attempts since.
I telephoned Mesh Computers customer service department today and after 8 minutes 19 seconds of being told my call was important, the phone was answered. The gentleman was very polite and explained that there was nothing he could do as the order was with the courier. I explained that this reflected very poorly on Mesh because I have no contract with Amtrak, only with Mesh, and I wasn’t interested in Amtrak’s failings. Mesh had charged me what I considered to be a high delivery price for an inexpensive product and it had not been delivered.
Prior to phoning Mesh I tried to locate a phone number for my local depot on the Amtrak website, and failed. I telephoned the number that Amtrak listed on the order tracking but it led into a dead end, automated system which listed 4 options. For each option the message went something along the lines of: we can’t help you with that - and then returned to the options. Dead end.
Having got across to Mesh Customer Services that, as far as I was concerned, they were still responsible for the delivery of the order the assistant offered to call Amtrak for me and try and arrange delivery for before 9am tomorrow morning. If Amtrak cannot manage that I would suggest to Mesh that they take their business elsewhere.
So, to sum up, Mesh dispatched my order within 24 hours and has so far been very helpful in trying to get it to me. I can only assume that the 8 1/2 minutes I spent on my mobile, on hold, was due to the amount of people phoning up to complain about Amtrak’s delivery. I’m still waiting to hear back from Mesh.
Update:
Mesh Customer Services called me at 4pm to say they had arranged for delivery to be made before 9am tomorrow. Although it has taken me a bit of effort to achieve it, I’m satisfied with the service. Mesh has redeemed themselves. Now, over to Amtrak.
[quote]First problem, Mesh will not deliver to an address different to the cardholders home address, so I could not arrange the delivery to work as I always do with online shopping.[/quote]
That seems a bit silly. Many people get their items delivered to a different address nowadays. It makes sense to receive parcels at work because so many of us are only at home on the weekend and it saves the delivery man extra trips to an empty house. You’d think a computer company would have a bit of savvy in this area!
Mesh are really being let down by Amtrak. They didn’t arrive this morning, as promised. I’ve written a new post about it.
I wish they’d just used Royal Mail - would have been cheaper and arrived the next day.
It’s a shame really as I had already decided to get my next computer from Mesh but I wouldn’t chance it now.
Any suggestions for good online computer retailers?
I to have been let down by MESH and AMTRAK. I am awaiting arrival of a PC from MESH since Thursday despite AMTRAK’s tracking service stating that the consignment was with driver since Thursday AM, my delivery still hasn’t arrive 3 days later!
I have e-mailed AMTRAK, I didn’t receive any from of appology, but the reply asked if they could contact me to arrange delivery… I’m still waiting for the call. The phone is never answered at the depot and the main distribution center is unwilling to help.
I have also contacted MESH customer service who have been looking into the problem since Friday lunchtime - again, I’m awaiting a response.
Neither company have customer support lines that open on a Saturday, and annoyingly, both company customer services close at 6pm imediatly after the final dilivery time.
DELL have bent over backwards over the past 2 weeks to find me a PC, but couldn’t match MESH on price… I wish I’d paid the extra money now