WORST customer service I've ever seen !!! I've order a laptop that was 'exclusive upgraded to 16GB RAM'. The laptop I received was a used one, had a scratch on it, fingerprints, AC power cord unfolded and dirty, box was damaged, the protective bag was ripped. Anyway, as the aftersales and returns department is only email based support, I've managed to get in touch with one agent and explained the situation. A return has been processed and laptop sent back. After sending the laptop back, I've checked the progress and saw when they got it. The status was saying that it might take up to 7 working days to asses the product. I've sent them an email and asked to process this as soon as possible as a week passed already and I was not making use of the laptop I've ordered. In my email, I also specifically said that I'm not looking for a refund as the laptop was purchased through finance. I've asked them to send me a replacement one or the 8GB RAM model which should be new and sealed. At no point I've asked for a refund. Of course, my email was overlooked, as the customer support agent confirmed when I got in touch with them, and they processed a refund without even asking what I prefer, resulting in my finance agreement being cancelled. STAY AWAY FROM THIS COMPANY AND BOX.CO.UK, which is the same!!!