In all fairness, I've heard that updating a Dell computer is difficult (at least ones bought in 1996). These folks were not fast at all, but they were very nice. They aren't a large operation, but they have the knowledge. Once I got my computer back, it didn't perform as I'd hoped, with problems with the hard drive. I think it goes back to updating a Dell, but I could be wrong. All I know is there were no hard feelings, just a little frustration.