Level of service has just dropped through the floor

Great Prices, but they are seriously burning themselves with the level of service they offer. They used to be one of the best. Now, I'm not so sure.

They take weeks for 1st response to a support mail. They always say that support phones are down. They sell items in the 10s of thousands and when that item is faulty in the 1st week, they refuse replacement. Then insist that their support team assesses the issues.

This is a problem faced this week by a friend. Their support team takes 2 weeks only to come back saying "Drivers". When the machine is finally returned, we find that they have replaced the board that is out of warranty with MSI. (Guys come on, Serial number.. we not stupid, Oh and lets not forget to mention that the registration with MSI says that the board is not registered. Oh YES!!! lets also not forget that something as simple as Windows 10 not being activated when it was activated before you took it. (W10 burns activation to the existing board as long as hardware doesn't change)

Seriously unimpressed..