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New Member
Posts: 1
Registered: ‎05-21-2020

Certified Open Box MacBook Air

I am highly disappointed in the product I received. I purchased a Certified open box MacBook Air yesterday for my brothers graduation gift. When we received the MacBook, the previous owner was still logged on! There is no reason why this was missed if this was supposed to be “certified” I drove an hour to the location that had the MacBook. I need to be compensated for this absurd mistake. This was a gift that had to be taken back! Now my graduate has to wait until Saturday to receive something that should have been in proper condition.
New Member
Posts: 4
Registered: ‎05-23-2020

Re: Certified Open Box MacBook Air

This actually falls under a data breach because Best Buy sold you an item that has someone else’s private data still on the computer and it’s Best Buy’s responsibility to protect the data of their costumers. You’re not the first person this has happened to either. Don’t really know why they don’t look more into how geek squad inspects open box items.
Posts: 2,468
Topics: 102
Kudos: 223
Solutions: 116
Registered: ‎10-19-2017

Re: Certified Open Box MacBook Air

Hello, Mrobert,


Thanks for taking the time to share your experience here on the Best Buy forum. Starting up a computer of any kind and seeing someone else’s information would indeed be more than a little startling. That should not happen. In our Return & Exchange Promise, we ask customers to remove their personal data and other information from the products they are returning. Beyond this, it is my understand that a part of the process when assessing condition of open-box products is ensuring that the previous owner properly removed their data. While I wish this hadn’t happened, I’m glad you reached out about it.


In your post, it sounds like you have already returned the original product to the store where you picked it up. Is that a correct understanding? If so, did you speak with the store about the reason you came back to the store? For me to look into your situation and what may be possible going forward, I’ll need more information, including your full name, phone number, email address, and original order number. If you placed a second separate order, please also include that order number. Keep these details secure by using the “Private Message” option, available in my signature below this post when logged onto the forum from a PC.



Kayla|Social Media Specialist | Best Buy® Corporate
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