As someone that is actually a team lead in a customer service team, I thought I'd post this to highlight what I feel is probably the worst customer service I have ever received from an IT company that advertises itself as 'Great Prices, Great Service'. I've used Laptopsdirect for a couple of things and have always had good experience with the buying of items. I cannot say the same for their customer services team... I got myself my obligatory annual laptop upgrade, an MSI GE72 gaming laptop, and paid extra for a Saturday delivery (to ensure I was there to accept it). It arrived nice and early on Saturday, so no complaints about that part of the service. I turned on the laptop and noticed what I thought was a shaded area in the BIOS bootup logo, After booting into Windows 10 however, I realized it was actually a defect on the screen, almost as iff there is something applying pressure on the back of the screen. I flexed the screen a bit, and the shape and size of the defect did change, but did not go away entirely. This shows it at it's most extreme (it's much more obvious when viewed at an angle, but is present even when viewed straight on) I phoned Laptopsdirect customer service on the same day (Saturday 26 September) and told them it was an out of box failure and I wanted a replacement. They sent me an email address to send pictures of the fault to (I sent a total of 8 pictures showing the obvious fault, with different backgrounds, and in and out of Windows 10). I sent the photoes on the same day, and was my assigned case handler would get back to me within 2 day. I heard absolutely nothing from them until Tuesday morning, when I simply received an email with a returns label to print out. This was followed about an hour by a voice message on my mobile from my case handler informing me he agrees there appears to be a fault, and I should post the item back to them. I took the laptop to my closest Collect+ location, and timed it perfectly, as 2 minutes after I got the package signed in, the delivery / collection driver appeared and took the package away. Though I was slightly miffed with having to wait till Tuesday to get a response, all seemed good so far. Seems they opted for the Economy delivery / collection that Collect + offers, as it was only received by Laptopsdirect on Thursday at approx 13h30. They then sent an email saying they had received it, and it may take up to 48 hours to test it. I was getting more miffed that it had taken so long to get to them, but said nothing, as I expected the testing to take no more than a couple of minutes, as the fault is visible as soon as you turn on the laptop. Saturday, I emailed them again and asked for an update as I had STILL had no response. They just sent a standard response of 'it can take up to 48 hours... yadda yadda yadda), so I assumed their techies didn't work on Saturdays, and would receive a response on Monday. Monday came and went, and no response. As I was really busy on monday, I only had a chance to phone them on late monday afternoon for an update. Their response was 'It has been stress testing since Saturday, and they cannot find any problem with it. They think it is Windows 10'. When I finished laughing at her, I explained I actually DO know about computers, and that the fact that the photoes I sent them plainly show the defect BEFORE going into Windows (i.e. before POST is even done) it is NOT a fault with Windows. Her next response made me lose it completely, and I had to get up and walk away from the phone for a few seconds.... She says "I have now sent them the photos you sent us, so they can see what fault you are referring to." "Really? They haven't even been sent the photos yet?" "No sir, I've just sent them" Click... just walk away Roger.... I phoned today for an update, and mow that they actually HAVE the photos, they have been able to immediately confirm the fault is present. Thew call is now handed back to my case handler who will get back to me with how we can proceed. - - - Updated - - - Why don't you just get a refund and get another laptop Roger, you may ask.... As I bought it on my American Express card, it takes 7 to 14 days to receive a refund, as they have to send me a cheque. I'll see what my 'case handler' comes back with and then decide if I want to cancel and wait for a refund an then get the same laptop somewhere else. Either way, I won't be using them in future. As they say, "Low prices can get anyone a new customer, only great service can keep a customer"