I purchased a re-certified all-in-one desktop from Acer's online re-certified store. It arrived with a shattered monitor. The desktop, keyboard, mouse, and cables were packed in a box with only a cardboard insert; everything was loose and bouncing around. I immediately contacted their recertified support staff and was told by a CSR that I needed to take photos of the monitor and also the exterior of the box. Typically, that wouldn't be unreasonable. However, I informed her that there are loose pieces of glass scattered in the box, some of which spilled out and became embedded in my carpet. I stated that I risks sustaining lacerations if I attempted to handle the monitor. The CSR insisted that I needed to take a picture of the monitor in order to receive a refund. Subsequently, I asked them to send me an email stating that in spite of my safety concerns, a photo of the monitor is still required. They relented and only required photos of the top and front of the box. It's interesting that another reviewer also complained of a broken monitor, so my poorly packed desktop was not an isolated incident. Also, I agree with other reviewers that it's difficult to reach or to get a reply from their CSR department. Acer should be ashamed of their re-certified business. The consumer affairs website is bombarded with complaints about Acer.