I bought a laptop that arrived with a faulty screen which produced strange colour casts in the corners. I requested a refund the same day it arrived but they would only pay for collection if I claimed it was faulty and would only refund once an engineer had assessed it. I reiterated that I could request a refund under DSR, irrespective of what the engineer made of the problem, but they insisted it was one or the other. That is either the laptop was faulty or I was claiming a refund under DSR, but not both, which isnt true as both outcomes can occur in conjunction. In the end I sent pictures of the fault and they collected the laptop and told me an engineer would review the fault. When I referred them to my images, the person on the phone hinted that I could 'photo shopped' the images and I would have to wait for the engineers opinion. All this time I am stuck without a laptop or the cash to buy another one and unable to claim my rights under DSR. Luckily the engineer acknowledged the glaringly obvious fault and I was eventually given a refund. Needless to say, I bought an ASUS instead from an alternative supplier.