A hinge broke off the HP laptop I purchased from Best Buy (BB) Jan. **** on July...

GetHuman-jaiello's customer service issue with Best Buy from August 2018

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A hinge broke off the HP laptop I purchased from Best Buy (BB) Jan. **** on July **, **** I brought it to BB. The Geek said I was covered and the laptop would be sent out for repairs. If it could not be fixed it would be “junked out” and I would get a refund of the purchase price. I agreed if I was assured I would get a backup of my files and a return of the hard drive. The Geek said I would. I was charged $**.** for the back up drive. I was later told I would get the back up and but not the hard drive that I wanted back for security purposes, since it has my personal and financial information. I was also told there would be no assurance in writing that the hard drive was erased. I called customer service and was told I will get nothing back, no back up drive and no hard drive and that BB would refund the $**.**, which was promptly refunded. **On August *, **** I received an e mail from the BB data recovery unit stating that I will get my data back (Service Order * *****-********** . I called the BB recovery center and was told I cannot get a status update. Please note the laptop in question had a broken hinge but worked perfectly. This simple data transfer is being labeled a data recovery.**I am very upset that I have no written assurance that my hard drive was erased and still have not received a data transfer. I have received conflicting information from both the in-store Geeks and Customer Service. **I am respectfully requesting that this issue be resolved by completing the data transfer and a written assurance the hard drive was erased for security purposes since I cannot get the hard drive back as I was originally told I would.***Sincerely,**Joseph Aiello
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Best Buy

Customer service issue
Reported by GetHuman-jaiello
Aug 13th, 2018 - a yr ago
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Timeline
GetHuman-jaiello started working on this issue
Aug 13th, 2018 1:39am
GetHuman-jaiello indicated the issue is not fixed yet.
Aug 13th, 2018 3:06am
GetHuman-jaiello indicated the issue is not fixed yet.
Aug 14th, 2018 2:54am
GetHuman-jaiello indicated the issue is not fixed yet.
Aug 16th, 2018 10:56am