Sorry to give you bad news but I had that same issue with a refurbished macbook pro 2019 which was bought at apple.com.
I contacted apple support, form submitted with invoice/receipt proof of purchase, however, it was denied by apple 2 times. Then I got contacted by an Apple Retail Executive Relations person on response of an email I sent to Tim. What helped me was the fact I was inside the 14 days return policy which I did and then apple replace it for a brand new macbook pro 2020.
Schirinos
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Sorry to give you bad news but I had that same issue with a refurbished macbook pro 2019 which was bought at apple.com.
I contacted apple support, form submitted with invoice/receipt proof of purchase, however, it was denied by apple 2 times. Then I got contacted by an Apple Retail Executive Relations person on response of an email I sent to Tim. What helped me was the fact I was inside the 14 days return policy which I did and then apple replace it for a brand new macbook pro 2020.