Stay Away

People be warned, worst customer service I have ever experienced from an online retailer. Paid in full for a new laptop on 28April. Got delivered on 4 May and immediately reported a loose trackpad including a video of what my concern was. Took 2 days to get the video sent to a mailbox they could accept the video files. In the meantime, I also noted a fault that the laptop is not booting after it was shut down. Had to leave a few hours before powering on. On 6 May they responded that they have received the video and confirmed the laptop as "DOA" (dead on arrival) and the unit can either be refunded or replaced. Opted for the replacement option. They arranged collection with no communication from their side what so ever, only stating their courier company has a huge backlog. On 12 May (almost a week later) Aramex driver called from our local PostNet to collect the laptop (so turns out the collection was scheduled as a PostNet collection and not the delivery address). They finally receive the laptop on 15 May and said their technician would be in contact with me regarding the next steps, my request being to call me as they have switched off their landlines. 16 May (Saturday) I receive an email from the technician that he would call me the Monday to discuss. I responded that the time it took to write the email he could have given me a call to discuss. He then again just sent an email stating the loose trackpad was as per the manufacturer's design (with no proof of any kind) and that if I want to have another unit I need to pay 20% handling fee (take note, no mention about the booting issue). I escalated to their "management" email i got after complaining on their social media accounts. Someone called, and i explained the whole story about the loose trackpad they classified as a DOA and the booting issue. He committed to look into the matter and to call me first thing Monday morning. Monday 18 May I followed up late afternoon about their commitment to call me back, only to receive another email that stating that the loose trackpad is as per the manufacturer's design (again no referenced documentation, just based on their biased opinion) and that they are unable to replicate the boot issue. I responded asking for confirmation from the supplier that the loose trackpad is as per their design and described the sequence of events that lead to the booting issue. On 19 May they responded that they have been able to replicate the booting issue and issued store credit for the unit and i should advise which unit i would like to order as the replacement. Selected a completely different unit, got the quote and paid the difference for a more expensive unit on the same day at 14:00 with confirmation that order is being processed at 14:25. I followed up on 20May and got notified that order is processed and ready to be shipped. Received the laptop today 22 May only to realise the laptop does not have the 512Gb SSD i paid for but rather 128gb. Another complaint sent to their "management" email address and for once they actually responded quite quickly with a call and explaining that they installed a 512gb ssd but they most likely did not extend the drive in the disk management after they cloned the original 128gb SSD. Few instructions over the phone and issue is finally resolved. I again expressed to him that this has been the worst customer service I have ever gotten from an online retailer and i will make sure that I share my experience with everyone I know. The lockdown is not an excuse for blatant poor customer service.