I purchased this item brand new and it wouldn't connect to the internet except as a guest.  I had to wait until the next morning for tech support to arrive to work.  They walked me through steps to try to reset it back to factory specs (???) which it got stuck at about the third step.  She told me they would send me labels for FedEx to pick it up, I told her I didn't have a printer, she said FedEx would have the QR label.  After two more phone calls, I found out I have to jump through hoops, find a FedEx onsite place, after waiting a day for the QR label to hit my e-mail, take it to an onsite location where they can use my email to print out the label and send the computer in for repairs.  Due to my health problems, none of this can happen.  I have to send my phone with someone else, to the next town over to the nearest FedEx onsite location, with my "NEW" CHROMEBOOK, to ship it back, wait for them to receive, fix it, return it to me, and hope it works.I have had two Chromebooks in the past and loved them both.  Unfortunately, I will never trust this machine now, and I will never buy another Chromebook.  Lost a lifelong customer over this one.  What happened to "We'll send you a new one?"  If you send out a faulty item, you don't ask the customer to jump through hoops so you can make repairs and send the same crappy item back to the customer!  You send them one that works in the first place!!Update:  I received my Chromebook on 11/29 (my sister received hers the same day, same problem).  I was able to get it shipped out on the 12/5 via FedEx using Acer's QR label in my Gmail.  It was supposed to be delivered on 12/8 but got hung up and wasn't returned to them until 12/11.  I received at email saying it was received and would take 7-10 BUSINESS days for a certified technician to look at the machine.  This is the worst customer service I have ever seen.  Buyer Beware!