I believe after the third time if it is for the same problem, you should get a new one. I had a horrible time with them also over my computer. I luckily was covered with the warranty but they had it for over 6 weeks! I lost everything on it and they had the nerve to try to sell me all the info on my hard drive but couldn't really guarantee it would be recovered(169$) Very, very unhappy with them and have done a lot of business with them....they don't care. Good luck!