We bought a laptop. Out of the box, it froze up when running through its startup. After several hours of following instructions from phone tech support - to no avail - I insisted on exchanging it. The exchange was approved, and I got an email confirming it. Now, weeks later, I find that the exchange was canceled because some component was not available. Spent an hour navigating the website and entering order number, service request number, etc over and over before I got a phone number to call. Despite no changes to specs or shipping address, I had to find the invoice and send them a copy in order to reinstate the order. The whole customer service process has been rotten.