SECOND HAND LAPTOP

I bought a laptop via contract for my daughter, which was an additional line to my existing contract via their online platform. I received the package on the 26th April and opened it to try set it up. I discovered it required that I put in a default passowrd, which was not included in the manual. I could not proceed any further to set it up. My daughter took it in to MTN store and they told her they can't assist. I then contacted Mecer and was assisted by MPho who was very helpful, however unable to assist me with my query. he then told me that the laptop had been used, which is why it had a password. I've sent numerous emails to MTN Customer care, to try and get assistance and no one has contacted me, just an email requesting my ID number which I provided over 5 days ago.

I would like to have this laptop replaced with one that's never been used.