Bests & Worsts Reviews from Amazon

Shortly after arrival the laptop needed to be returned due to a fan issue. It arrived back at the manufacturer one week ago. Manufacturer support has been very polite in responding to my grandsons inquiries and informing him a new laptop would be sent. He is disappointed and anxious and was told today that it will be shipped in 3-5 days. He loved it for about 2 weeks before it had to be returned and what was supposed to be a special gift is now more concern than celebration. As the purchaser, I'd like a definitive response to when it will arrive. If that isn't possible, I'd prefer a refund for the laptop and the protection plan.