They haven't been bad in my experience. I took some RAM back to them a few months ago and whilst being held up by their "systems" for return, it wasn't a bad time really. If in warranty, I think you mnight be able to request a replacement if you are truly unhappy with the product that they have sold you. Whichever way, Trading Standards might be willing to assist. A laptop is something that many of need to have absolute trust in and if you don't, then the purchase was ultimately pointless and might bonce nicely onto the Sale of Goods act or some other equally arcane piece of legislation.
Conan