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[onalswina]

I purchased a laptop on 1/15 that was open box certified… not a single issue with it when I opened it. Came back to it today (1/16) and left it open and running for a bit to transfer some photos - it didn’t get hot or anything ridiculous (at least not that I could discern), but now there appears to be like… heat wrinkles in the keyboard surrounding some of the keys? I want to attempt an exchange but I don’t want to be screwed out of a computer if they don’t have another open box certified in store. Any idea of the pushback/ how this might be handled? Photo available for context if needed.

[Ravi-BBY Social Media Specialist · Accepted solution]

Hi there, onalswina,

Thank you for reaching out to us here on Best Buy Forums, and welcome to our online community.

I can certainly understand wanting your computer to function correctly. Open-box items are covered under our Return & Exchange Promise. You can return or exchange the item within 15 days (60 days if you are a Totaltech member). 

Since the item is open-box, we may not have a comparable replacement available for you. You may need to pay the difference if you get an exchange for a new-in box item or a different model. 

If you would like to keep the item, you also have the option of contacting the manufacturer directly to see if the repair would be covered under the Manufacturer's Warranty.

If you require further assistance, feel free to send me a private message by clicking on the button near my signature. Be sure to include your full name, phone number, and email address, along with your order number or Customer Service PIN from your receipt.