I was looking for a new laptop (other one has broken screen in danger of falling apart) Daughter in law recommended a laptop which happened to be on the Laptops Direct website. Decided to order and also took the UCover which was detailed. Laptop due to arrive next day and got message with time next day. 12 - 1. Arrived 12.30. Packed well, no damage. Daughter in law had offered to do the set up and transfer of files, so I just plugged the laptop in to charge it. Received a call from Laptops Direct to explain that there was another monthly cover I could take which may be more beneficial than the Ucover, which they could refund. Needed to be done within 7 days of delivery, so I said I would think about it. Daughter in law completed the set up for me and just need to get used to Windows 11, having had Windows 10 for some years. Contacted customer service and asked to make the switch from Ucover to the monthly cover. Very polite service and just awaiting the Ucover refund as promised. I spoke to Zayd Ismail on both occasions and he was very polite and explained things well. NB: I was not 'cherry picked' as per the pop up note. There are very few companies that don't ask for feedback now, but I was happy to give feedback. When I purchase something new, I do tend to look at previous reviews to get an overall view of the customer service and products.