Needing a Refund on a defective laptop from a defective company

so I have been dealing with Ibuypower for over a month now. 10 days after dealing with Tech support I finally gave up and sent the computer back for a refund.

I had heard from my girlfriend and her sister about how great the computers were ,but for me the experience was nothing but hell. After shelling out ~$1450 for an MSI GE 62 Apache gaming laptop (MSRP is $1099 but I had it upgraded with an SSD and doubled the RAM for gaming) I was sorely disappointed to find out that they had shipped me a defective computer. The OS would not recognize the product key stored in bios, and because of that it recognized the version of 8.1 pro as pirated. This issue rendered the computer useless, since it was recognized as pirated I could not upgrade to windows 10 nor update windows. This left me with an incredibly Buggy OS that made it virtually impossible to use the gaming laptop for gaming.

After spending 10 days deleting and reinstalling drivers, calling tech support, and trying various other "fixes" I gave up.

The customer service was rather hit or miss. Either I got a Tech who was nice and willing to help or a rude Tech who only told me stuff to get me off the line. It is sad to say, but 70% of the time it was the latter. I had them promise to call back with fixes, offer to mail me reinstallation discs etc. only to never confirm the order, as when another rep looked it up the only one under my account was my faulty laptop. after spending close to 3 hours on the phone with Tech support and eventually requesting to speak with the shift manager. This is what disgusted me with the company. I was put on the phone with Lee, the very unpleasant manager.

After recounting my tale, and telling Lee I wanted a refund his entire demeanor changed. He went from dismissive and irritated to have to do his job, to being extremely rude. All it took was uttering the word "refund". He proceeded to tell us that we could not swap out the defective computer for one at equal value or same specs and price. he said that if the parts prices had gone up since purchase that I would have to pay the difference for their mistake, and that if the parts or computer were out of stock, that it was tough luck. We were also told very blatantly by Lee that just to get the new computer back after the refund I would have to go through the 2-3 week waiting process.

This is not how you speak to a paying customer who is trying work out an issue. It reflects very poorly on the company and because of his misconduct you all lost a customer

After that issue I had them issue me an RMA number and the next day I shipped the PC back through UPS. 7 business days ago now they signed for it. My issue is that I was told the refund would be processed between 5-7 business days, and the money still hasn't turned back in my account. So as of now you all have the computer and my money, and have not communicated with me at all since the RMA was issued, the Product shipped back, and signed for. This whole experience has not reflected your company in a good light, and the RMA dept. dragging their feet does not help.

Tl;DR: company shipped me a defective laptop. spent 10 days trying various ibuypower suggested fixes, none of which worked. after spending 3 hours with Tech Support I decided for a refund and was greeted by an incredibly rude and disrespectful shift manager who caused the company to lose a customer. RMA has been very shoddy at best, and the 0 communication about that has not helped the company in my eyes.