The Good: The new laptop is brilliant, it arrived earlier than expected and they gave me £97 for my old laptop. The Bad: Communication is shockingly bad and they charge 13p minute for customer service calls which never got through to an agent. There is no live chat and they only actually answered one of my 4 e-message attempts.The laptop I exchanged ‘disappeared’, which I chased and a voucher was subsequently generated, no associated comms. Applying the voucher, as there was no online facility to apply it, I had to call them and they promised to sort it... they didn’t! Another later e-message saw the £97 appear in my account.... again no comms! I e-messaged them again to obtain an invoice showing the exchange amount.... still nothing. Nothing is more frustrating than bad communication. At least I have my new laptop with which I am very pleased.