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Posts: 1
Registered: ‎12-07-2019

Certified Excellent Open Box Laptop Problems

I just received the the certified excellent HP laptop I ordered online. This means that it was certified by Geek Squad before it was sent to me so no issues should be present. However, I encountered a problem right away during initial setup. No wireless connections were being detected so I did some troubleshooting and it turns out the the laptop has no wireless network adapter driver installed. I did some research and I can download the drivers from online but the problem is I can’t get get online in the first place. I also found out the laptop does not have an audio device driver as well. It’s seems like Geek Squad wiped the computer but did not restore back to Original Factory settings because multiple drivers are not installed. How can I get this problem solved?
Valued Contributor
Posts: 1,505
Registered: ‎02-07-2011

Re: Certified Excellent Open Box Laptop Problems

Ether use another computer to download the drivers on to USB, use your phone as a hot spot tethered to the computer via cable,or make a reservation. With geek squad and take it to them.
Posts: 805
Topics: 65
Kudos: 169
Solutions: 36
Registered: ‎10-19-2017

Re: Certified Excellent Open Box Laptop Problems

Hi there, Abe5,


Welcome to our Best Buy community forum!


Congratulations on your new HP laptop! As someone who recently got a new laptop myself, I know that's a big decision, so we're honored that you decided to place your order with us. Getting an open-box model is a great way to save some money, and being Geek Squad certified excellent condition means that it should come with the peace of mind of getting a brand-new model, so I'm sad to hear that's not how things worked out with your order.


The experience you have described is a far cry from the stress-free shopping we intended, but I'm glad you took the time to let us know. 


Nckhammond is correct that you could go the route of using another computer to download the drivers on to a USB, or use your phone as a hot spot tethered to the computer via a cable to get those programs set up on your HP laptop. However, the laptop should not have been sent to you in that condition, so I'd be more than happy to look into this further and explore options on our end.


If you'd like me to review our options with this order, please use the "Private Message" option below to send over your full name, phone number, email, and order number.








Elle|Social Media Specialist | Best Buy® Corporate
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