One tale of woe: Apple, HP laptop 'refurbs'

Refurbished laptops from Apple and Hewlett-Packard are relatively inexpensive and, in many cases, virtually new. But it all depends on how you define "new."

Let me begin by saying that I would not recommend a refurbished laptop. That's just my experience, of course. I recognize that others have had positive experiences and that some would swear it's like buying a new computer, just cheaper. But I have purchased two refurbished laptops--one from Apple, another from HP--that were both defective out of the box.

"Refurbs" really a great deal?

Apple case first. I recently purchased a refurbished Apple MacBook Air. Unpacking it revealed a pristine, brand-new looking MBA. Until I turned it on. The screen was dimmer than the screen on a one-year-old Air I have been using and the backlighting was uneven. In short, the bottom 25 percent (roughly) of the screen was noticeably darker than other 75 percent of the screen.

Moreover, upon closer inspection I could see that the screen had rather prominent dark blotchy areas (more prominent than the "normal" blotching you get on these screens). Ironically, the much older Air did not exhibit this. Now, I realize that I may not have considered the screen defective if this had been my first Air and I hadn't been using another MBA (which, by the way, I had intended to pass on to someone else) that had a gorgeous, uniformly backlit screen. But nobody, I would submit, likes trading down from something great to something less than that.

And what is the single biggest difference (aside from specifications) between the two Airs? The non-defective, problem-free one was purchased new.

I have a lot of scary, unpleasant theories about refurbs--none of which could ever be proven unless I actually worked at a PC manufacturer--but I think I can safely say this much: some refurbs are less than meets the eye. They may look pristine on the outside but mask internal problems.

Which brings us to my HP business laptop refurb. This is a much longer story that I will summarize briefly as follows: out of the box, the keyboard was defective and the unit randomly shut down (that latter problem, I concluded, was due to overheating). I had to go through a pretty painstaking series of steps to get both of these problems resolved.

The moral of the story may be this: you get what you pay for. A buyer of a refurbished HP business laptop can save a lot of money--sometimes more than 50 percent off the list price of a new unit. The cost savings on a refurbished MacBook that is still being actively marketed by Apple is less: in the case of the Air, a few hundred dollars.

So, what is a refurbished laptop? Here's what HP says on its FAQ page:
"Stringent guidelines are followed. All units are brought up to fully functional condition, with defective parts replaced by working parts...Refurbished business products go through two quality control checks before being re-boxed for sale to ensure high reliability."

I'm sure both companies strive to offer just-like-new refurbished laptops but my experience is that refurbs may be more trouble than they're worth. I would like to hear the experiences readers have had.

[templetonrl]

I ordered a refurb Macbook Pro on Nov 21, 2008. It has been repaired 3 times at the Apple store and I have an appointment for Monday at 11:20 to get the second mother board and the third i/o board. 3 days after my last repair, I noticed a burnt electrical smell ans the usb port stopped working for the second time. Apple says sorry about your luck, so I hope the 4th repair works. I think I got a junk unit but Apple refuses to replace it.

[Random_Walk]

All Apple refurbs have a 1-year AppleCare warranty, which means they replace it entirely if they cannot fix it. They even extend the warranty for 90 days on any repaired part:

http://images.apple.com/legal/warranty/docs/cpuwarranty.pdf

...now compare that to a refurb Dell or HP, where you're lucky to get a 90-day warranty.

Personally, with a 1-year warranty? I actually don't mind buying refurb from Apple at all.

[albeat99]

Writing this on a refurb Dell Inspirion 1525. Got a great deal, and haven't had one single issue so far in a month's ownership.

As always, your mileage may vary. But in my case, I'd buy refurb again, wholeheartedly.

[dhavleak]

Writing this on a refurb Inspiron XPS 1530. Got a great deal. Had one issue in the last 13 months that I've owned it -- the bluetooth adapter didn't work. Called dell. They overnighted the part. Their local contractor called me to setup a time the same day. 20 hours after I called them about it, my laptop was fixed.

Of course, the overnighting thing only works if you have an XPS (since they are supposedly dell's premium brand). I don't think you get the same support level for Inspirons etc.

[monkeyfun14]

@dhavleak

Not sure they did overnighting back when I owned a dimension.

[neighborhoodcomentator]

did you try and take the macbook air back to apple and say that the screen is messed up? i bet they'd fix it.

[groomsc]

I have had 4 refurbished Apple Laptops, and one refurbished ipod. All of them came to me in awesome condition, and met or exceeded my expectations. My first refurbished PowerBook was sold for what I paid for it a year after I bought it, my ibook was bought with the proceeds from my powerbook sale, and a year later I sold it and upgraded to a new MBP. The MBP died after I spilt coffee on it, and now I have a new refurbed MPB. In short, I swear by them, and would say that the chance of getting a defective unit that is a refurb is probably the same as getting a defective unit that is new. (My 1st imac was brand new out of the box and defective.)

[psybert]

I just purchased a refurbished Macbook Air. It looks and operates flawlessly, for roughly half the price for a brand new one. Sounds like you got one that shouldn't have passed quality control.

[seadawn]

HEy Mr. reporter man,

Half assed article.
You could have made the article whole by explaining the warranty and return policies, which are the same as a brand new product.

[Random_Walk]

Apple has a 1-year AppleCare warranty on their refurb computers. Dell and HP IIRC are only 90 days.

[Angmarr]

I say just stay away from refurbished stuff, laptops are getting cheaper and more powerful at the same time, so you are better off with a new one.

So you can get an expensive one for 50% ... do you really need that power? If you Do need that power - Like Hardcore gaming or something - do you really want to trust a refurbish??

more cons than pros with these!

[mobilecc]

I'm in the PC service biz and have come to hate fixing laptops as much as I like to use them because they are so miniaturized, integrated, and follow no indutry-wide construction standards. Almost every model from every manufacturer has unique, non-interchangeable parts and a unique case structure with multiple hidden screws, pot-metal castings that make many areas inaccessible, and easily broken plastic parts. It's no wonder that refurbs often come out as broken as they went in to the service department. Fixing one often requres doll-size fingers and the patience of a mother of octuplets.

The industry has gone the way of car manufacture, cramming more comonents into progressively more constricted spaces without meaningfully redesigning them. Someday someone will offer a more modular design with interchangeable components and a more logical, easily serviced physical arrangement, as was originally done with desktops. That manufacturer will eat the market.

[baconstang]

Maybe you should consider changing occupations... try working on cars. Electronics are only going to get smaller.

[gerrrg]

My experience is about refurbished desktops, and I'd assume that it doesn't matter whether it's a laptop or a desktop.

I've bought a refurbished Dell Inspiron (6 years ago) and a refurbished Dell Precision Xeon-based workstation (just over 1 year ago). I've never had a problem with either system at all. What I like about Dell's website, is that they show you systems that are "scratch and dent", "refurbished" or "ordered new". Their deals are so good at times, that inventory will actually disappear in a day when they issue special savings coupons.

[mbenedict]

> Let me begin by saying that I would not recommend a refurbished laptop.

Didn't you just recommended a refurb MacBook Air in your "Dell faces hurdles" article? A 1st-gen MBA refurb no less? ;-)

Don't get me wrong, refurbished items can be a nice deal... but if it's too nice of a deal, there's usually a catch to it.

[gregorytga]

Interesting, my laptop (fortunately no personal data to speak of as it was my secondary computer) was stolen out of my car in front of my house. Now that I have an insurance check in hand, I was considering buying a MacBook Air to replace the MacBook that was taken from me as post iPhone I've found that carting around a laptop isn't worth it as its just too bulky. After reading this, I'm thinking about just getting a new MacBook.

Since I primarily use my Mac Pro for audio production and motion graphics, any laptop is pretty much underpowered and too limited by RAM (or lack there of) a Laptop is a more or less, a play thing for me to tote around and occasionally use at the office.


I did have a refurb iPhone but the mute button snapped off. I walked into the Apple store and talked to a genius and they did the damnest thing.... they handed me a new iPhone.

[Craig Stevenson]

Never had any problems with Apple refurbs...sorry your experience was so bad

[rocketjam--2008]

I've got two refurb iBooks, a refurb desktop and two refurb iPods. The first iPod died shortly before the 1-year warranty was up. Apple replaced it, no questions asked. That's the only issue I've had with any of them.

[Rgamache01]

I guess its luck of the draw. I have a refurb iPod, 2 GPS, and HP laptop with no issues.....except for the non-retail packaging and the large amount of saved cash I would never have known they were not new.

[rvassar]

Our company buys nothing but Reburbished Mac (and an occasional Dell) and have had great success. Problems are rare and the discount is great!

[fcs25]

Since laptops and desktops are complete different in their make up with laptops consisting of smaller parts buying laptop refurbs doesn't make good sense. I have two Dell desktop refurbs,both of them Optiplex ; one a 280 and the other one a 270.Since these were made for businesses,schools and government offices they have parts that are of a better quality than the computers you find in stores and made for the general public.These two desktops have preformed perfectly and I paid less than 450.00 for the both of them.I installed additional memory and a video card in each of them.

I think the lesson to learn is this: If you are going to buy a refurbished computer stay away from laptops because they are not as easy to repair and they never have been as stable and reliable as a desktop.If you really need a laptop buy new but even then it will not last as long as a refurbished desktop.

[emjohnso3]

I purchased a gen 1 MBP refurb from Apple and saved several hundred dollars. In fact it was the only way I could afford to buy it.
The first one they sent me was defective, but they replaced it quickly and without much hassle. The replacement has been working perfectly for over two years now.
I'm usually loathe to purchased "used" because I'd rather not inherit someone else's headaches. However, my experience with my current Apple means I'd consider another refurb when this MBP needs replacing.

[solitare_pax]

Buyer beware as always.

I've gotten 2 refurbished low-end Mac Books (on in 2003, another in 2008) and they work fine (knock on wood)

On the other hand, I had a friend who got a new computer from a brick and mortar store (Circuit City, long before the bankruptcy) same model - same problem - DOA. He took it back for an exact replacement - again, DOA. He did it two more times - with the same result - again, DOA before he gave up. I wonder why that PC maker is out of business now.

[Pishkado]

My experience matches most of the other posters'. I have bought two Apple refurbs; friends have bought laptops from other companies. The great majority, including both of mine, were perfect. The others, which had about the same percentage and types of defects one would expect of new computers, were fixed under their warranties exactly as new ones would have been.

Yes, as posted, you get what you pay for. One thing you pay for when you get a refurb, instead of getting the same thing used off eBay or Craigslist for less money, is a warranty. You paid for it. You got it. Use it. I see nothing in the post that suggests its author tried to get it fixed or replaced. Why not?

I don't see what the big deal is. I'll continue to check refurb availability before buying new, and will have no qualms about getting another refurb if what I want is available that way.

[AnotherArmchairCritic]

10 paragraphs...not an article, just an annoyingly lame thought fragment. No 'fact's about refurb vs new warranties (for either mega-company mentioned), nothing useful or actionable in the entire piece.

"journalism" devolving into junior high school Facebook scribblings. Annoying.