New computer shows as a refurbished model

[kip01]

Hello,

I was looking for replacement parts for my laptop today and noticed that the laptop is listed as a refurbished model on HP.

The original product number I have on file could not be found.

The product information for this laptop on my receipt do not match the product information shown under System information found when using the fn esc shortcut,

Is there any reason why this laptop is listed as refurbished when it was purchased as a brand new build to order PC?

Couldn't find away to ask my question to a live agent via chat and the warranty is now expired. 

Any feedback will be helpful on this. Thanks

[Huffer]

Don't post the serial number in full but does it end in "R"? From where did you buy it? And how long ago?

[kip01]

Hi Huffer,

Thanks for replying.

It ends in L,  purchased directly from HP.com online in 2/2019. 

[Huffer]

Please give us the full model or product number. HP refurbished units have a serial number that ends in R. 

https://support.hp.com/us-en/document/c00033108

What are you seeing that says it is refurbished?

[kip01]

Hi Huffer,

The system information is saying this: Product name : HP ENVY Laptop 17-bw0xxx ; Product # 2YY27AV

The original purchase receipt product details says this: HP ENVY 17t Laptop;  Product # 4HK24AV.

I was told when contacting support via the find a parts section that the computer should be referred to as this: HP ENVY - 17T-BW000 CTO.

So when it comes to replacing the part, I wanted to make sure I'm getting the right part plus seeing refurbished next to the product information was alarming since the product numbers are not the same.

This is where I saw the refurbished description HP Envy Laptop 17-bw0xxx Refurb PC: https://parts.hp.com/hpparts/Search_PS_Result.aspx?mscssid=F7F2CC295FF040A4B69414B99E01CBC6

[Huffer · Accepted solution]

Your specific laptop is not refurbished. Its CTO (Custom to Order)..they start with a generic platform and let you pick the components you want as opposed to Pre-Built where HP gives it a very specific model number and all of those are exactly the same. 

Here is the Service Manual for your CTO:

Manual 

Here is the spec sheet for the model that appears on your receipt:

https://store.hp.com/us/en/pdp/hp-envy-laptop-17t-touch-4hk24av-1

As you can see these laptops are the same technology; same processor and other components so you did not get short-changed and did not get a refurbished unit passed as a new one.

What part do you need? Find it in the Service Manual and Order by specific HP Part number. Can't go wrong that way. If you need help let us know. Often it is much more expensive to order direct from HP on generic parts like hard drives and RAM and even proprietary components can often be found in the reseller shops at a large discount off HP list prices. 

[kip01]

Thank you so much for the help. Was able to confirm this as well. Just found the part for replacement battery. Have a great week!