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New Member
Posts: 4
Registered: ‎08-02-2018

Did you sell me a second-hand laptop?


I am very angry right now when i am typing the message.

my laptop(dell xps 13) was bought last year on 8/16/2017 and i got it on 8/19. if you want to check the order number, i am happy to provide it. 

This morning, something was wrong with my laptop, it kept showing a blue screen with the word "hibernating".  i called the DELL service for help, and the staff said my warranty has expired. it started from January 18, 2017 and Warranty expiration date is April 19, 2018. the staff said they cannot give me a free service because the expiration.

Then i made a phone call to your service center, could you image what happened? After listening to my words, the service staff just hung my call up suddenly without giving me any explanations. am i a consumer to you?  is it what your consume service staff should do? 

Can you tell me how it works? what made this situation happen? Did you just sell me a second-hand laptop?

 i should be in the warranty period and i haven't bought the laptop last Jan. if you can't give me a good reason ASAP,  and i will send my situation to BBB or post on the social media and ask the public for help.

Regular Contributor
Posts: 854
Registered: ‎02-09-2011

Re: Did you sell me a second-hand laptop?

Did you buy the laptop Open Box? That's usually the only time I've seen something like this happens, as Open Boxes are discounted BECAUSE they were either 1)Shelf Displays that are now available for sale or 2) Purchased and returned with no fault in the unit (like someone was upgrading or had buyer's remorse). These can show an earlier date for the warranty registration because they were turned on and activated once before. If that's the case, take it to your local store because Geek Squad should still do the work under the 1 year parts warranty.
I am not a forum moderator nor voice of corporate. One of the corporate moderators will be with you as soon as they can for the official response from Best Buy. The forums work on a first come, first serve basis and it can take a while for a response.
New Member
Posts: 4
Registered: ‎08-02-2018

Re: Did you sell me a second-hand laptop?


i can tell you i bought a new laptop for sure. the laptop was 1337.94 dollars and i even don't have any discount. yes, i am am a foreign person, but i still can figure the difference between the open box and the new one. it is so funny i bought the second hand laptop with the new one's price and your service staff was rude to me. you are cheating the consumer and you are discriminaing to foreign people. I always thought BESTBUY is a good company, but what did you do? Your service staff hung up my phone even without any explaination and i was sold with a second hand laoptop. 

this is funny and if you can't give me a good reply, i will send this to my social media and @ all people to make them aware how 'great' the company is!


Posts: 6,972
Topics: 140
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Solutions: 322
Registered: ‎11-30-2015

Re: Did you sell me a second-hand laptop?

Good Afternoon fengfi,


Thank you so much for taking the time out of your day to share your concerns with us. I understand it can certainly be frustrating to learn that your warranty may have started prior your purchase date. I appreciate the time you’ve taken out of your day to share with us, and for your patience while you had waited for our response. We apologize for our delayed response due to being busier than we usually are. I’d be happy to discuss your concerns with you at this time.


When you had received the laptop, do you remember if it was sealed from the manufacturer? Was there any special stickers on the box noting it was an open-box item, or inspected by Geek Squad? As geishafish shared usually similar warranty issues are associated with a purchase that was made on an open-box product. However, if your laptop appeared to be brand new when you received it we’d be just as unware as you were that the warranty may have been previously activated.


After discussing your concerns with our Executive Resolution team who responded to your BBB complaint we agreed moving forward it would be best to make an appointment with Geek Squad at your local Best Buy. You can request an appointment here on, or by calling 1-800-433-5778. Geek Squad would be happy to review your unit, and discuss how they may be able to service it under Dell’s warranty on your behalf. Please let us know which store you’ve scheduled your appointment at and we’d be happy to share your concerns with them directly so they’re looped in appropriately. I look forward to your reply with those additional details.



Mariah|Social Media Specialist | Best Buy® Corporate
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