Manufacturer Warranties and Protection Plans

[Aaron-GS Community Connector]

Hey educatedconsumr,

I can certainly imagine how frustrated you must feel – I would be upset as well to discover that information on an old hard drive could not be easily retrieved. Please understand, however, that there is a big difference between data backup and data recovery services. Data backup – the copying of information from a functioning hard drive to another media (external hard drive, DVD’s, etc.) – is a service that Best Buy® offers at its retail stores prior to shipping computers out for service. If this service is declined, we cannot make any guarantee that data will be present and intact when that product is returned from service.

Data recovery, on the other hand, is the reconstruction of data from a non-functioning hard drive that has been replaced. Not only is it a time and labor-intensive process, but it can be quite expensive as well. In this particular instance, the $270 quote you were provided would have been an estimate for what’s called “level one” services – the best-case scenario.

Whether or not data backup/recovery services are performed, defective hard drives become the sole property of Best Buy® once they have been replaced. As an additional measure, we then destroy those hard drives once data recovery services have been performed (or declined) in order to ensure the privacy of our customer’s data.

Now, it is my understanding that you have already been in touch with Jon in our Consumer Relations department regarding this issue. It’s regrettable if your recent experience did not meet your expectations, but be forewarned that our position in this matter remains unchanged. As such, I would strongly encourage you to continue working with Jon if you have any additional questions or concerns regarding this issue.

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Case #: 58083097