We bought a high spec Dell XPS 15 with full support service (total bundle in excess of £2k). The Laptop screen failed within the first two months. We gave it to the KnowHow team for repair. They reassured us that it would be repaired by a certain date. They have now missed two confirmed deadlines and we have had to adjust our holiday plans twice in order that we could collect the laptop. We still don't have delivery date. The primary issue is that there is no customer service. When you try and track the repair you simply speak to a call centre in Sheffield who have no other information than it is still to be repaired and simply state the terms and conditions of the contract we signed. It would be far more helpful if they could focus on resolving the problem by getting an accurate estimate for the repair time or replace the nearly new machine. The issue is they operate their own workshop and have to wait for the manufacture parts for repair. After lengthy calls I was able to speak to a supervisor who eventually admitted that you could apply for 'write off' and therefore receive a credit note. In summary PCWorld are great at sales, but drop you into 'call centre' hell when it comes to customer services who simply quote the contract and imply that it is your fault for signing the customer care contract. My advice would be to buy directly from Dell.