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Not happy with "refurbished" laptop

Ordered a refurbished laptop for my parents down in Florida through Walmart's third party vendor InnovatePC. My parents called to say the laptop had some strange software on it and it was very slow to start up (actually slower than the 10 year old laptop I was replacing for them). Called InnovatePC and that is where it gets strange. I get a "hello" when I call. I ask if this is InnovatePC and he says "yes." I said, "why don't you answer that way?" No reply to that. Told them the problem and he said he would send a return slip and then send my parents another laptop. About a week later my parents call again swearing that it is the same laptop (though they did not know enough to write down serial numbers) and it had the same software on it and was still starting up slowly. I called InnovatePC again. Got the same "hello" and no business name declared. I could tell it was the same gentleman and he remembered me. I said they would like to return it (there is a 30 day return stated on their website) and he said we would have to pay the return fee (understandable) but also a restocking fee. I told him I would think about that. Tried calling Walmart several times with concerns about this vendor. Walmart has terrible customer service and I was on hold for almost an hour total as they tried forwarding my calls to their "escalation" department and each time (3 of them to be exact) I was disconnected. I finally gave up, which was probably their intention. I called my parents and said, just keep it. I am having too much trouble getting anywhere and if when I come down to Florida it is not working correctly, I will give them my laptop and take that one. My conclusion is this business is a one-man operation--and what business does not answer with their business name? Very unprofessional. Would not recommend them. Go through Amazon if you want to buy from a third party vendor. Their customer service is the best out there. I have learned my lesson!

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