Computers & Tablets

[msct-1958]

On June 29th I purchased a HP All in One computer. It was stated that it was in excellent condition and service. It was delivered July 1st. I unpacked it, set everything up and connected it to my wifi and then when I tried to log on to setup my device, I couldn't. There was someone else's name there and it was asking me for the PIN. What in the world??? I called chatted with tech support and they couldn't help me. I called my local BestBuy and I was passed from one department to another and all I would hear is "oh my, oh my, that's not good." Still, no one was able to tell me what can /e done. I decided to take it to my local store and ask for exact exchange, if anyone here has a solution for me before I leave home at 10:00am eastern time, I would greatly appreciate it. Thank you so much.

[hockeycanuckjc Community Veteran · Accepted solution]

There should be a way to boot to the recovery partition to start out fresh. I am unsure of the button sequence but the HP Support site can be of assistance. 

Computers accepted for returns from Best Buy, in general should be cleared of customer data - customers are advised of this on the return policy before returning an item. If you have questions with an open box item, Best Buy Geek Squad should be able to assist you with your concerns. 

[msct-1958]

Thank you so very much for your thorough comments and suggestions. I greatly appreciate it. I'm taking the computer to my local BestBuy this morning and in hopes they can either solve the issue that should have been taken care of when item was returned or exchange for the same exact device or close to it. Again, thank you and have a wonderful weekend.

[LisaF-BBY Social Media Specialist · Accepted solution]

Hello, msct-1958,

Thank you for posting on our Forums today. The response that you received from msct-1958 was spot on, and I am saddened to hear that the open-box computer the you received was not properly prepared for you before it was shipped to you. We strive to provide excellent customer service, clearly we did not hit the mark in your case, and I regret the inconveniences that this may have caused. If you would like me to document your experience here in our corporate system, please send a private message, include your full name, email address, and phone number. Please visit your local Geek Squad to assist you with either an exchange or resetting the All in One. As Geek Squad works by appointment, you can make an appointment online here.

Let me know if you have additional questions.

[msct-1958]

Thank you for your reply. Nothing that was tried worked, so I ended up taking it to my local BesyBuy and within 31/2 hrs I was able to go back and pick it up with no charge to me because it wasn’t my fault and it should have been wiped clean before sending it to me (was a floor model). I appreciate the help and giving you another kudo if it will let me. Take care and enjoy the weekend!