Read this before you make any decision

I was delighted to find out that Mecer (operated by Mustek) sells a TV sized 4K monitor that does not require a TV licence, with my previous corporate experience with Mustek I thought, what could go wrong? Little did I know it's just beginning of a nightmare.

First, after I made a purchase on the site (shop.mecer.co.za), I immedietely received a payment confirmation from Paygate but nothing from Mecer to confirm the order.

After waiting for a while I decided to call in to find out what's happening, only to be told that the website was under maintainence and was promised to proceed the order and send me the order confirmation manually.

Another day passed and no confirmation was received, I had to call in again, this time got bounced around more than 8 times and between few people I was finally given assistance after 20 mins of holding the line.

The order was finally processed and the delivery arrived 2 days after. With excitement, carefully followed the instruction on the box to set up the monitor, only to see the screen is cracked after I switched it on. This is just the beginning of the misery.

According to their returning policy, I had to report a fault within 48 hours from the arrival of the product so I reported in detail with pictures.

The lady who was assisting me (Let's call her Lady A) was at least shift in replying and promised to report this soon.

There was no feedback after a day so I called in again just to find out that the Lady A was on leave and no one was informed of this ongoing case! Luckily another lady (Let's call this one Lady B) managed to pick up the case and followed up for me and mentioned that the case is now escalated to investigation of the courier company. (I'm still patient at this point but WTH? How is that any of my business?)

After another day, I was provided a status update that the case is now in the hand of a Risk Manager (again, none of my concern) but was promised to be updated within 48 hours (and this is a Friday so clearly the time isn't accurate).

The weekend and another day has gone passed, I followed up with an email as I didn't have time to make a call. But as anyone guessed, no reply for the whole day.

I managed to find time to make a call in the following day, the Lady A is conviniently not available again, but fortunately Lady B was available to I asked to speak to her and to no surprise, she did not pick up.

Knowing Lady B was on the job, I quickly sent out an email to her instead where she did reply quite shiftly and later inform that the case is still under investigation on where it might have gone wrong during the delivering process.

I have been trying my best to be very patient this whole time but it's quite obvious that this company is not willing to own up anything (including their returning policy).

I will update this as I go but right now it's difficult to recommend such service to any individual or company, who know what kind of problem you may face in the future.