To Whom It May Concern:
On December 29, 2006 I purchased a brand new HP Laptop from Best Buy in Annapolis, Maryland. I also bought the three year extended warranty plan for the laptop. This December 2007 the laptop screen stopped working the lap top would turn on but nothing came up on the screen. On January 20,2008 I took the laptop to the Annapolis Best Buy store to be repaired . I took it to the geek squad counter where they told me that I would not need to purchase the $100 data recovery because they were not going to need to go into the hard drive for any reason and that I should have my computer back in about two weeks. The employee rushed through the paperwork asked me to sign and sent us on our way. The employee never once told me that if they could not fix the laptop that it would not be returned to me.
On February 14, 2008 I called the Best Buy store to see what the status of my repair was. They told me that I was eligible to get a new laptop but I had to hurry and be in the store within 7 days….Thank God I called because apparently they were not planning to call me about any of this. They told me that my laptop could not be repaired. I then asked if my information from my laptop would be transferred to the new laptop. The employee told me that no because I declined the $100 back up that if I wanted the information I would have to pay $250 to $1600 to have the third party that the sent the laptop out to, to retrieve it.
I do not understand why I cannot get back my laptop so that I can retrieve the data to put onto a new computer. The memory was not lost they just cannot fix the problem. It should not be my responsibility to back up the computer because it did not break due to my negligence. I should not have to pay for it to be backed up, they should if it is a common problem, that is what the warranty is for!
They did not tell us that it was going to a third party in which case Best Buy should back it up.
I am in great fear now because not only our my treasured photos on this laptop but a lot of personal information. My identity is at stake as well as my boyfriend Jason’s. We are very upset about this.
We were told that the third party would destroy the information and the computer but when I called Best Buy Corporate office I was told that the computer would be refurbished and sold.
I am on an extremely short time frame so any help you can give me will be greatly appreciated.
Sincerely,
Tiffany Clapp
443-928-2005
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