"I was just incredulous that they would offer that amount and that they would only offer it in a gift card, which would force me to go back to their store to buy another computer," said Campbell. Later, someone from Best Buy's customer-service department allegedly left her a message saying they were willing to give her a Best Buy gift card for $900 - $750 for the computer and $150 for the lost content. I try and give the benefit of the doubt to people, but there were too many lies told and too many actions taken that tell me they just wanted this to go away and they wanted to cover this up."īest Buy's French told Computerworld in the statement that as part of the company's attempt to resolve the problem, "this customer was offered and collected $1,110.35," along with a $500 gift card "for her inconvenience."Ĭampbell said she initially asked for $2,100 in compensation and for the store to launch an investigation into what happened to her computer, but her request was ignored. "I cannot understand how they could have been oblivious to the fact that the computer was missing.
"That led to a lot of confusion and me going on a wild goose chase. "I asked him, 'Can you explain to me why they've been giving me all these responses if they never knew where the computer was all along?' He said, 'I have no idea.'"Īccording to Campbell, someone at the Best Buy store created a computer record early in July that should have been created when the laptop was first dropped off in May. It was never even sent to the Geek Squad. The clerk allegedly told her that there was no record of the laptop ever leaving the store. Then Campbell said in August she went back into the Best Buy store and spoke with someone at the service desk. But Campbell said that week after week, the computer was not shipped back to her, despite everything she was being told. "Hold on a few more days, it's just about to ship," she said she was told. When it didn't arrive, she called again and received a similar response. When Campbell called the Geek Squad a second time, she alleges they told her that they had found her computer and would ship it to her in a couple of days. The Geek Squad apparently had it after all. Then on the Fourth of July weekend, she went into the store, where she was told they didn't have the machine. Concerned, she called the store directly and left a few voice mails, which she said were never answered. She said they told her they had no record of her computer. She handed the machine over and began to wait.Īfter a month, Campbell said she called the Geek Squad, Best Buy's computer service subsidiary to check on the status of the laptop. She said she was told that it would take two to six weeks to fix the faulty on/off button on her computer. Compaq laptop into her local Best Buy store in Washington. It all started in May of 2007 when Campbell, who had a three-year service warranty in hand, brought her year-old, 14-in. More information will be provided in court." Unfortunately, we are unable to share additional details about this case. We've tried to resolve this dispute and feel badly that it escalated to a lawsuit. "We're obviously embarrassed and disappointed that we were unable to resolve this customer's issue. "We've done what we can to try to learn about went wrong," Nissa French, a spokeswoman for Best Buy, said in a statement. After getting no satisfaction, she filed a lawsuit and is getting ready to take the case to Superior Court in Washington on Feb. Police Department and the attorney general's office. Much of the information was either backed up or stored in hardcopy form, but a lot of it is still now lost, she said.Īnd some of the information that was on the computer, such as her will and tax returns, easily could be used to steal her identity and empty her bank accounts, Campbell said.Īfter months of what Campbell said have been countless phone calls, letters and visits to her local Best Buy store, she contacted the Better Business Bureau, the Washington D.C. Campbell said the now-lost laptop, which cost her about $1,100, held a copy of her will, copies of her tax returns downloaded from H&R Block, about 200 albums' worth of music and a list of expenses related to the renovation of her house.
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