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Posts: 1
Registered: ‎01-01-2019

Small scratch on a new laptop

I purchased a gaming laptop for my cousin for Christmas. I kept it in the original box I got from Best Buy and it was never taken out until he opened it on Christmas. As I was setting it up for him I noticed a small scratch on the back of the laptop screen. I was super confused because it was suppose to be a new laptop and I know for a fact that it wasn’t caused by us because we were handling it very cautious(like every new thing you get) so I put it back in the box after factory resetting it. I just got back to town from our Christmas vacation and I still have the receipt. I was wondering if I could return/refund it? I thought I was buying a new laptop and now I’m not so sure.
Posts: 2,759
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Registered: ‎04-18-2017

Re: Small scratch on a new laptop

Good morning ItsMeJM-


What an amazing gift you decided to give to your brother.  After seeing a scratch on the computer, I too, would be looking for assistance.  Thank you for allowing me the opportunity to see how I can help, here on the Best Buy forums!


I would like nothing more than to provide you with the peace of mind of knowing the purchase you made was indeed a new gaming computer.  For me to have the chance to verify, please send me your full name, phone number, email address, and customer service PIN or order number from your purchase receipt.  

This should be everything I need to take a closer look into this for you.  Click the blue button in my signature line below to send your information in a private message!



JJ|Social Media Specialist | Best Buy® Corporate
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