I have to admit that I dont know what leads to the paperwork being done by Entourage, perhaps the nature of the repair.... I guess you should ask. I did nothing special except to ask about the problem, they replied with more questions and then told me to return the unit. Nothing special, and I didnt ask for that specifically. I hope you can get this resolved soon! I also agree that you should not get a "refurbished" unit. I hope it all works out well for you.