Mecer just can not get it right

Dear African Bank, Digital Planet, Platinum Warranty and Mercer / Mustek:

Having taken a personal loan out with African Bank, there was an offer of a lap top computer, a printer and a carry bag, which as I saw it, was the perfect small office starter pack, the cost of R 4,000.00 was taken from the loan.

From the very start we had problems with the computer. Directly after the start up screen appeared, the password box would fill with 1’s, making it impossible to work with. Then the audio was problematic and would not connect to the blue tooth speakers I use.

The computer was sent directly back for what ostensibly was a failed product, to be dealt with and returned to me repaired.

Weeks later the machine was returned to me, only now with more problems. The start up security page that requires the password was removed as were the computer speakers and by far the worst frustration was not being able to connect to the WiFi as the password box was still filled the 1’s. Once again being unhappy with the product we sent it back to. Roughly a month went by with no correspondence only after re-sending a request and asking about a due date, were we given one.

We had been sent a brand new replacement computer and I was completely humbled and satisfied, until I turned it on. The very same problem that started this tango was once again right before my eyes, the 1’s. But to add insult to injure, at the setup stage the WiFi password was requested and the numeral 7 key was not responsive whatsoever!

Once again we reported the problems and sent the computer back to. Roughly a month later we asked about feedback and were given a date. That date was last wee****

We had decided to video the opening of the pact box, to show our frustration from the moment you open the computer lid and yet still prayed it would finally be repaired and resolved. To say that we were astounded at the level of complete and utter disrespect you have for your computer Mercer and the levels of either one of two things, spite/ frustration/ malice or your utter contempt for your customer.

The item that we sent back to be repaired was not the same item that we received!

Gouges on the lid, deep scratch marks underneath the base loot as though it has been flung across cement and knife marks imbedded onto the computer. *****s are missing from the bottom and additionally Mercer could not even bother with packaging this time because they decided to omit the polystyrene protection and only deemed it fit to wrap it in bubblewrap.

On request I have photos and videos regarding the condition of the device.

I refuse to accept that banking institutions such as African Bank are prepared to give us a loan, with a “condition” attached to a faulty product that would ultimately leave us with a product of no use.

We have been paying back our debt to the bank yet still do not have the one reason why we app**** for the loan and that was to start a small business from home. We have paid that bill monthly without being able to work off the computer for possibly no longer than what it takes to request a password!

That aside, I cannot take responsibility for this Mercer computer and the revolting condition it has been sent in.

TIMELINE: February 18, 2019 at 3:24 PM Your service request reference number is: [RN ********** 92]

February 20, 2019 at 12:53 PM Your Device has been received at out depot. Reference - RN ********** 92

February 20, 2019 at 12:57 PM Your Repair Request has been logged for collection. Reference - RN ********** 92

February 20, 2019 at 2:04 PM Your Device is currently with a technician and being assessed. Reference - RN ********** 92

February 20, 2019 at 2:57 PM Your Device has been assessed and given to the relevant department to action. Reference - RN ********** 92

March 5, 2019 at 4:25 PM Your Device is currently going through a Final Test. Reference - RN ********** 92

March 5, 2019 at 4:25 PM Your Device has now been packaged and on route back to you. Reference - RN ********** 92

March 12, 2019 at 10:02 AM Your Collection for Repair has been logged and our courier will be in contact with you within the next 24 hours to schedule a collection. Your service request reference number is: [RN ********** 74]

Tue, 12 Mar 2019 Good morning Devin,

Regarding the collection of the computer today, please see attached some of the various elements I had to deal with when removing Pictures & Music.

The best one is the fact that Windows is not Activated and then my absolute favourite .... the reoccurring 1's.

March 13, 2019 at 9:07 AM Good Morning Mr Vosloo

I trust that you are doing well.

Thank you for bringing this to my attention, i have forwarded the images straight through to the suppliers so that they are aware of all the issues that you are experiencing with the Mecer device. I have also made the suppliers aware of the importance of the frustrating scenario that they have placed you in. The Technical Manager at Mustek is aware of everything that you have mentioned to me, i also made him aware that you expecting an replacement or a refund, nothing less.

Enjoy the rest of your day Mr Vosloo

Kind Regards, Devin Parry

Wed, 27 Mar 2019 03:16:43 Hello Devin,

Please give me a call as soon as it is possible for you to do so.

Regards Hannes

March 27, 2019 at 2:41 PM Good day Mr Vosloo

Please note that the suppliers busy with the replacement will keep you updated when the delivery will take place.

Kind Regards, Devin Parry

April 2, 2019 at 4:28 PM Your Collection for Repair has been logged and our courier will be in contact with you within the next 24 - 48 hours to schedule a collection. Your service request reference number is: [ RN ********** 44] April 12, 2019 at 1:34 PM Good Day

Please be advised that I was struggling to get hold of you on given numbers. I was advised to let you know that the technicians are still busy assessing your device to find the actual fault on the device. There is no ETA as yet. Have a wonderful weekend.

Kind Regards, Lu-nique April