Best Buy Geek Squad
Won't give me back my hard drive

I bought a Dell laptop from Best buy 10 months ago. Shortly after I purchased it, the touchpad became difficult to use but since I purchased a wireless mouse I was not very concerned about it. Then 2 weeks ago, the back light on the monitor died making it impossible to use.

Since it was still under warranty, I took it to the Best Buy geek squad and was told that they would send it in and would replace the back light and the touch pad. I was told it would take 2 weeks. I specifically said, "Do I need to worry about losing any of the stuff on this computer?" and was told "No, they are only going to touch your back light and touch pad. If anything else comes up they will call you."

Two weeks later I get an email saying it is ready and I can come get it. After waiting almost an hour in line at the store I am told that they fixed my backlight and touchpad as requested and also ran diagnostics on it and replaced the hard drive! They did not call me and did not back anything up! I was told to go home and get all the disks that came with the computer so they could install an operating system.

Now, I fully admit that I should have been better about backing stuff up, but I don't feel they had any right to take out my hard drive, that was working just fine when I gave it to them!!! Now, they won't give it back becuase apparently the fine print says that anything they take out of the computer is legally theirs, not mine. But of course if I pay them $259, they will make a copy of the data.

How is this legal? They fixed something that I did not ask them to fix and was not broken and then won't give it back but will charge me for it when it was mine in the 1st place? When you take your car to the mechanic to get your brakes fixed, they can't just remove your engine and then charge you to get it back! This would not work for any other service area and I don't know how they can get away with it. We have talked to several managers and the corporate headquaters and they aren't willing to do anything. I just want my hard drive back. I only have 3 more days to decide whether I will just pay it before they said they will destroy the hard drive.

Best Buy's policies are outrageous! Don't trust them with your computers!

Company: Best Buy Geek Squad
Country: USA
State: Missouri
City: Fenton
Address: 717 Gravois Rd
Phone: 6363262719

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