haha, you would be surprised how many items you buy from best buy are actually returns. we put a lot of the stuff right back on the shelves, even with a little masking tape if necessary. this is the store policy. all the stuff that is missing parts and damaged packaging, that's the only discounted stuff you see, so naturally it will be in bad shape. bb policy is to take 10% off a returned item. every 7 days, an additional 10% is taken off from the original retail price. if pieces are missing they take additional off. stuff that is returned because it is not working is marked as "devo" and mailed back to the manufacturer. i feel sorry for the customer service people - their department is understaffed this time of year. they are forced to look at products they know nothing about and decide on whether it's complete or not. we had a rio 600 mp3 player returned to the pc/ho dept. without it's usb cable (although the techs should have seen this). ah well, you can still find a manager and try to bargain the price down a bit.