I bought a laptop that was dead on arrival. Rather than accept a return Save On Laptops insisted that I organise a replacement from the manufacturer which they would then refund me for. I had conversations in which I was stonewalled, lied to and patronised. (With the notable exeption of one member of staff who did what she could to move things on). After 78 emails, numerous phone calls, the involvement of organisations in Birmingham, London, Germany, Bratislava and two courier companies, I received a refund. I paid for the laptop on 10 January 2014. I received the refund on 2 April 2014. customer service is only as good as it's success in handling problems. If the starting point is that of contempt for the customer, then success will not be forthcoming. I will leave it to the reader to ascertain whether I shall be using Save on Laptops (trading name of Box Limited, Birmingham) again. L Harding 25 April 2014.