The few times that I have dealt with them, they were very professional. However, one thing is making me irratated at them (it is not entirely their fault, but they are at fault nonetheless).
I am about to be on my third RMA box. My laptop developed cracked hinges about 2 months ago. I called tech support, to get an RMA, I had three weeks I could go without my laptop, and it seemed to be the perfect time. So I give him my address and register the laptop, while talking I ask him if I can get the box sent to a different address, my work. He says okay and takes my work address and assures me that it will be sent to my work. I wait a few days, and the box does not come to work. Funny I thought the boxes were overnighted. So I called giving them an RMA # and they told me that they were, but to my home address. I have not recieved them at home either.
So I start the process again verify both addresses, new RMA #, new box to be sent to work. Again I was assured that it will be sent to work. Well a few more days pass, along with a weekend, still no box, I get busy and didn't have time to call again.
I finally found out what happened to the RMA boxes.
My mom was expecting a package shiped via UPS, when we are expecting a package we will look at the window and make sure they don't stop at an address down the street. The problem is that house has a very similar address to another house down the street.
It happens all the time, and still happens. UPS and Fedex, have both recieved many complaints (we were still nice though) from us, and have attempted to correct all problems. Our usual parcel carrier does know where we are, the problem is when we have a new person/temp.
We are on a cul-de-sac, with a cul-de-sac address. However we face the main street. So everybody thinks that we have an address on the main street. Well, we don't.
Back to the story, Well when we notice a box being delivered, to the other house, about the same size as what we are expecting, we check the tracking and confirm that it was just delivered. My mom drives over there and asks for the package, as it was addressed to us. They give us the package along with both RMA boxes. When I arrive home from work she tells me that the RMA boxes were delivered to the other house. Exactly why I wanted it to be sent to work in the first place. To top it all off, the RMA boxes were opened, It looked as if they were looking for something in it. I was missing some packing material in one, that I had in the other, and vice versa. The other people will try to keep our stuff and they will open it and keep something. FedEx has already paid a lot out of their pockets, because it was sent to the wrong address. Drivers remember that they couldn't find our address thinking it was a typo delivered to the other address. One time my Great-Grandmother sent us our christmas presents, homebaked cookies, and some candies from the Philippines. It was delivered to the other house. Not only did they open the package, they opened our Christmas cards, as to look for money, and ate our cookies. Dammit I wanted those cookies.
So anyway, Tech support/customer service are very professional. They were as concerned as I was about getting my laptop's box sent to my work. Why there weren't I am not sure. I will keep ordering boxes until it gets sent one gets sent to work.