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Posts: 1
Registered: ‎07-16-2019

Open Box - Excellent Item Missing Accessory

Last week I ordered an open-box Dell XPS 2-in-1 ( that was listed as excellent quality with all included accessories. It arrived today and I'm loving the laptop, but it's missing the active pen that is supposed to be included with it. The product page, other listings, and even the box it came in list the pen as included but there was no pen in the box.


When I called customer support, I was told that my only option was to bring the laptop into a store to exchange or return it, but I'd really like to keep the laptop. Is there any way I could have a replacement pen (it seems that this is the same pen that was supposed to come with the computer) or a partial refund for the cost of the pen so I can purchase one? I'm an artist and the pen was a big selling point for me when I decided to purchase this.

Posts: 1,041
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Registered: ‎11-30-2015

Re: Open Box - Excellent Item Missing Accessory

Hello, msfreyberger,

Thank you for making your first post with us. Welcome to the Best Buy Forums.

It's always exciting to get a new computer. I'm sorry that the active pen was missing from your shipment. I'm sure that an active pen would be helpful with your artwork.

Taking a look at our Parts Store, it does not appear that we have the active pen available for order, so we may be unable to replace it for you without exchanging the entire computer. I would be happy to review your order and double check if the missing active pen was included as a part of the sale price of the laptop. To get in touch, simply send me a Private Message with your full name, email address, and phone number. You can find a link to send a Private Message in my signature.



Fey|Social Media Specialist | Best Buy® Corporate
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