Apologies for the longer explanation, but I had a multitude of experiences in the past 4 days with their customer support, and I found that there rare cases of good employees in that company, and some who have been terrible. Overall, I would not recommend this company to anyone, despite their good offers. I received my product on time, to discover that two of its keys on the keyboard were sticking when pressed. I attempted to resolve the issue by checking that it was not due to dirt, and it was evident that the plastic mechanism that holds the key, was not the best fit, causing it to jam when pressed. I reported the problem an hour after this issue on the same day of receipt, and was contacted by customer services next morning with an issued returns label. I managed to ship it back the same day. This part of the process was well managed on their part. Upon receipt of my the laptop with two faulty/jammed keys (next working day after return-shipment), the customer service team requested for my personal login details via their emessage service. I explained that they do not need this information to address the issue I reported (and ackowledged that they are free to wipe the brand new laptop and reset it to factory settings to login themselves if it was necessary), but they insisited on getting my personal login details (and threatened to return the faulty product to me if I did not provide them). 24 hours went by, and nobody contacted me any further. I had to call them on the 0800 number (costing over £10) during which I had to call them several times: first two times the customer service team (Sophie, 21/10/2015, 16:30) disconnected when I asked for the policy where it says the returns team will need my personal password to test for un-related faults. The first call also included me asking to be put through to a manager to speak about the issue, which was not handled, and I never got that opportunity. Finally, I got through to explain the same issue again on a 3rd call, after which Ashley, was excellent at contacting the tech support, and confirming that they do not need the password, and they will have no issues testing the brand new laptop for any faults I actually reported. Furthermore, Ashley confirmed that there is no policy in place that says that customers returning faulty products must provide personal login information. This did not come to me as a surprise, coming from an engineering background, and was glad someone gave me a glimmer of hope in their customer service team. I am sad to say that despite that the last customer support team member (and the person providing the returns postage label) were highly efficient and useful, I would never order any products from LaptopsDirect (or recommend it) due to the expense of having to call them on the 0800 number (although minor compared to the price of the high-spec laptop) and time I have wasted dealing with an issue that should have been resolved much faster. I am aware that the emessage service would have enabled me to contact them for free, but I had to resolve to calling, as most of the encounters with the customer service team seemed inefficient and stuck in repeated circle of the team asking for something that is not part of their policy, and being rude about it. I hope the customer support members who were helpful to this order are rewarded (mentioned above and probably on your records) and Sophie to be investigated as to why it is appropriate to hang up and insist on customers providing personal login details when this is not mentioned on any returns policy page of LaptopsDirect. This is very different to my experience with companies like Dell, who despite charging a whopping £360 for 4 year next day at home support, has addressed every issue I have had immediately, without problems. I shall be communicating this incident further to Trading Standards if my purchased laptop is not supplied in a full working condition with reimbursement for the excessive amount of trouble I had to go through to get my product, including an extension on the warranty which has been wasted now for at least 1 week since I never got a working product in the first place.