This is more of a "this is how it should be handled" than a complaint really.
I purchased a brand new Acer laptop from this website, having used them once before with no problem. On arrival, I unpacked the machine and did all the stuff I'm supposed to do, but the screen kept flickering. I reinstalled drivers, I reloaded Windows, I called tech support.
Tech Support kept me trying stuff for about 40 minutes, and I was getting a bit frustrated. Eventually, they agreed that the machine was faulty and said;
"We'll organise a replacement, can you put your machine and all the contents back in the box ready for collection. When the driver turns up, he'll give you a new machine and take your old one away. We cannot promise a time for delivery, but it should be tomorrow". Bearing in mind that this was after 6pm, I really didn't believe it would be next day.
To my absolute astonishment, the driver from a courier company turned up next afternoon at 5.40, with a much better spec laptop than the one he was taking away. Same basic machine but with a better processor, more memory, bigger hard drive. Worth about £250 more than the one I had bought. The reason they gave was that there were no more exactly like mine in the warehouse and it would take almost a week before any more came in. They never asked me, but I was quite happy. No more hassles, no more problems, no extra charges. I was left feeling pretty satisfied overall, and quite impressed with the way they handled it.
This is not my way of advertising some business venture, or saying these people are perfect. I'm just telling you what happened to me. What you make of it is up to you.