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New Member
Posts: 3
Registered: ‎11-16-2019

Open Box Excellent laptop cracked - exchange possible?

I purchased an "Open Box - Excellent" 2019 Macbook Pro online and had it shipped to me two days ago. The laptop arrived with two issues. I documented both problems with a video recording of myself opening the original shipped box from UPS.

 

1. The previous owner was still logged in and I couldn't reset the password. This seemed very unprofessional of BB to allow a laptop to be resold as such.

2. The laptop had a cracked and dented right arrow key. The crack runs the full length to the keycap and allows the backlight to be seen through the crack. The product sold to me seems to have been inaccurately described because "Excellent" open box items are listed as to "look brand new — with no physical flaws, scratches or scuffs". 

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Best Buy's Description of Excellent.

Products in Excellent condition look brand new — with no physical flaws, scratches or scuffs — and include all original parts and accessories (or a suitable replacement).* The product will be in its original box (or a suitable replacement).

** Products in Excellent condition can be found in Best Buy stores and online.

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Based on these two problems, I am concerned that Best Buy didn't even open the lid of the laptop before repacking it and selling it as "Excellent."

 

I resolved the first issue with my own time and extra expense by bringing the laptop into a physical BB store to bring the locked laptop to the attention of the BB staff. I am most concerned now with the second issue since I paid for an "Excellent" open box item. BB staff told me that they could not do a replacement because of lack of inventory for another "Open Box Excellent" Macbook Pro. At home, I searched BB online and found that this item isn't in stock for atleast 500-1000 miles near me. Can BB exchange this item through a shipment instead? I wasn't given this option by the staff member, but it seems like a resonable request given that BB didn't list the Macbook Pro as the appropriate condition.

 

Concerned,

T

Posts: 7,580
Topics: 317
Kudos: 155
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Registered: ‎09-29-2008

Re: Open Box Excellent laptop cracked - exchange possible?

Hi, Thourne,

 

Welcome to Best Buy’s online community. Purchasing an open-box item is a great way to splurge on something you’ve had your eye on without breaking the bank. It’s disappointing to hear that your new open-box MacBook Pro did not arrive in the “Excellent” condition, and I will be happy to see how our team can be of any assistance.


Our Open Box products should all be inspected to ensure that they have been reset so, they are the same as a brand-new laptop. I would like to take a look at your order and see how can I help, I invite you to send me a private message with the following details:


Your full name
Your email address
Your phone number
Your order number

 

To send me a private message, log into the forum, and select the ‘Private Message’ option from my signature. 
 

Thank you,

Karina|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎11-16-2019

Re: Open Box Excellent laptop cracked - exchange possible?

Hello Karina,

 

Thank you for replying. I sent you a PM.

Posts: 614
Topics: 40
Kudos: 85
Solutions: 24
Registered: ‎07-23-2018

Re: Open Box Excellent laptop cracked - exchange possible?

Good Morning, Thourne.

 

I hope your day is off to a good start. We did receive your private message just a few moments ago, and we will be replying there shortly. Please keep an eye on your inbox, and we will be happy to continue working with you.

 

Best,

 

Sarah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!