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When I returned my first Oasis, which I got just when it came out, I received one that was marked as refurbished in a brown box. It did not have the blue color retail box, but had the cable. There really was no way it could have been a return of any kind as there wasn't enough time lapsed.
For me I had no issue as my replacement was perfect in every regard, something the original unit wasn't.
But that was then, by now they do have returns.
Sorry they are giving you the runaround. I kept getting passed back and forth to 5 different CS on chat when I had to do my exchange. Back and forth between technical support and customer support.
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