I ordered a Dell computer from PC World Business online in mid December. The machine was faulty when it arrived on the 15th and after many hours on remote access Dell agreed that it should be returned. After reporting the matter to the on-line customer service department I took it back to my local store on December 21st together with an email from Dell authorising the return and I expected to get a refund or at least a replacement without delay. After many phone calls and emails I am no further forward some 9 days later and I am told that the matter has to go through their "process" apparently involving a middleman supplier. They can give me no idea about how long this might take and Dell have confirmed to me that no-one from PC World has been in touch with them and anyway they have issued all the necessary paperwork confirming that the machine is faulty. PC World took payment on the day of order but seem to be very reluctant to refund it even though they have the machine back. I have not had any problems in the past with PC World retail but in future I am going steer well clear of their business set up as they don't seem to understand customer service.