Packard Bell Easy Note TS

I want to be fair and not just to rant on about poor customer service etc, SO here goes.
Laptop delivered quite quickly but when plugged in it didn't work, just a blank monitor.
Called Packard Bell Technical support who quickly came to the conclusion that the laptop needed to be returned as the fault was terminal.
Then the saga starts , I now find out that this sites return centre only answer phones as from 11.00 - 13.00 14.00 - 16.00 Monday to Friday and if you contact the sales, option 1 they won't deal with problems where equipment needs to be returned.
Anyway eventually i was given a ref Number and told that the laptop would be collected by courier the next day, could i make sure that someone would be at home, this i did. Sure enough the courier didnt turn up and when i contacted returns again i was told that they called at 17.00 but no-one was at home, absolute RUBBISH, total lies!!
I found out that When DPD are due to either deliver or collect they send an email giving a time period for the visit, no such email had been received previously so the information from 'saveonlaptops' was rubbish.
Anyway after several phone calls the laptop was collected by DPD and returned to site.
We are over a week down the line now 'saveonlaptops have had me money but i still don't have a working computor.
After another phone call, this time routed through 'sales'option 1 as 'returns' are now not even answering their phones, i am informed that a new laptop is on its way and sure enough 2 days later a new computor is delivered. Nearly 2 weeks since the faulty unit had been returned.
Why does the 'returns' dept only answer phones on such a restricted time schedule, surely such a vital dept should be more accessable. IMPROVEMENT NEEDED.