I'm not sure if Dell does this on purpose to avoid returns but this has to be the worst experience I have ever had with a major vendor. After calling in multiple times – where they said the wait was 15 min, and waiting close to 30 and 50 minutes – before giving up, I have no choice but to post to consumer affairs. Also, I tried their chat customer service – where after 20 minutes they said they could not help me. Returning a laptop should not be this difficult. BTW, the funny thing is – the reason we are returning it, is that we bought a more expensive laptop from Dell. I can tell you right now – this will be last laptop I order from Dell, if they cannot process my return.