The unit I received was used, but not refurbished. It was locked by a previous user's password. Fortunately, I know how to use google to get the instructions on how to do a factory reset on it without the password since they also don't offer any phone or chat support and take forever to respond to email support. I ended up keeping the unit because I needed something right away and after running diagnostics, everything seemed to be fine and I have not had any issues with the unit after using it for a month now.