Can only speak of my experiences of Mesh customer services, and it isn't good. You may have read of my problems in this Forum so won't repeat them. Wish I had the knowledge and skill to do my own support, but if it is part of the package you have bought then you should be able to expect it to be speedy & efficient. In fact a loose single-sheet advert fell out of a recent mag, advertising some sort of support service by Mesh, saying how good their technical staff are etc. - can't give exact details but I don't think I was smiling as I threw it on the fire. I don't know a lot about computers, but it seems I know more than some of the people at Mesh I have spoken to!
Been down that "cost a packet" line as well, but to be fair (but don't know why I should be after all the grief they have caused and are still causing me) they say they will refund the call charges.
You mention the e-mail support, I still have the e-mail sent months ago, saying a missing part from my pc had been despatched to me. It never arrived, was it really sent or was it lost in the post??
My pc is probably also well built, just that the bits inside don't all work properly.