Purchased Refurb Chromebook. Took 2 weeks to get, when it finally arrived, it looked used - poor condition. Large scratch across center of screen and the frame was totally beat! Emailed with Tina - Customer service. She requested Pics. After sending pics she spoke with her manager and got me a return label. As soon as they received the return unit, Tina authorized a replacement, which is now in the works. Hopefully will receive a truly refurb'd unit and soon. Will update review once replacement is rec'd