Best Buy Loses Laptop: Owner Sues... for $54 Million

Tue Feb 12, 2008 11:33PM EST

See Comments (5425)

Don't dismiss Raelyn Campbell as a crackpot. Not yet. Listen to her story, and then decide if she's doing the right thing by asking Best Buy to compensate her to the tune of $54 million for a laptop that went missing when she took it in to Best Buy for repair under the store's own extended warranty.

Like many people, Campbell bought an extended warranty for her laptop when she bought it from Best Buy, and she took advantage of that when the power button broke off after a year. Best Buy accepted the machine for repair and said it would be ready in two to six weeks. But six weeks passed and the computer wasn't ready. After three months of ruthlessly hounding the company, Best Buy finally admitted it couldn't find the machine.

Ultimately, Best Buy offered to pay her $900 for losing the machine... as a gift card. She countered that it had originally cost over $1,100, not to mention all her data that was now gone for good. She demanded $2,100, and Best Buy simply ignored her.

At this point, Campbell was made aware that all her personal data on the machine could lead to a major identity theft issue, though Best Buy never filed their legally required notice that she was at risk. That was the last straw, and she filed suit for $54 million, representing herself. Best Buy has since upped its offer to a total of $4,100 if she withdraws the case. She says she doesn't expect to win, but wants to go to court anyway to force Best Buy to explain how her laptop was lost.

I have to agree that $54 million seems wildly optimistic, but it's amazing to hear how smug Best Buy has been throughout this process. Lowball, "go-away" offers that don't even value property properly, much less the value of the data inside it, are frankly embarrassing, and good for Campbell for making an issue out of it... even if she doesn't ultimately prevail.

LINK: A lost laptop, a $54 million lawsuit 

POLL: What do you think? Should she sue? 

Comments on Best Buy Loses Laptop: Owner Sues... for $54 Million

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  • 26 Posted by kupriaa1 on Thu Sep 3, 2009 4:54PM EDT Report Abuse

    This is a frivolous lawsuit and should be thrown immediately. What a joke. She should receive no compensation for her lack of concern for american taxpayer dollars. Even though I do feel for her- she was lucky to receive the 900 dollar offer- if she bought the computer brand new at 1100 a year ago- she probably couldnt get 700 dollars on the open market for it. Thats the way it is. As everybody should know- backup your data. Even she didnt do it - oh well. Also never give your personal property to someone. If she felt that she was at risk - she should have removed the hard drive from the laptop before giving it to best buy. They wouldnt need the hard drive to repair the power button. This is a joke

  • 27 Posted by kupriaa1 on Thu Sep 3, 2009 4:54PM EDT Report Abuse

    To other the posters regarding magpagbst- when i drop my car off for service- I dont leave my wallet in the car. This is called negligence on my part. When a judge adjudicates on matters such as these - each party may be guilty of negligence- this lady is certainly negligent for dropping off personal property when it was not neccessary. I hate Best Buy for all the reasons stated above. I think they are a joke too- but on the same token - this lady is negligent. She has a right to receive compensation for the lost laptop- what the current market value is by the way only- but nothing for the data.

  • 28 Posted by a_hot2000 on Thu Sep 3, 2009 3:00PM EDT Report Abuse

    dont take the 4100, she should make an example. obviously a smart judge would give a laugh at 54 million but i love the bad press angle that she's going for against best buy.

  • 29 Posted by a_hot2000 on Thu Sep 3, 2009 3:00PM EDT Report Abuse

    dont take the 4100, she should make an example. obviously a smart judge would give a laugh at 54 million but i love the bad press angle that she's going for against best buy.

  • 30 Posted by kendall_chong on Thu Sep 3, 2009 4:49PM EDT Report Abuse

    I thought the article mentioned that she isn't looking for the $54M settlement, she wants to hear BestBuy's explanation as to why they lost her laptop (and probably fail to notifiy her about it).

  • 31 Posted by acyberjockie on Thu Sep 3, 2009 2:45PM EDT Report Abuse

    I think she has every right to go to court with this. Best Buy should learn what customer service is. If you screw up you need to take responsablity for that. As far as people saying don't use my tax dollars to pay for this have no clue what they are talking about. There are court cost that both sides must pay. They are paying for the judge and the court room, not the tax payer. she isn't suing the government. she is suing a greedy irresponsable company. I say good luck to her, and take them for everything they are worth.

  • 32 Posted by fledgling_46 on Thu Sep 3, 2009 4:00PM EDT Report Abuse

    She deserves to be compensated. If she had placed the computer on her charge card at the time of sale and then was unable to pay for it, they would hound her until there was so end! $54mil is an extravagant amount, but in order to get the amount for the loss of data and time and the machine she would need to ask for more than what the court would allow. And besides, it really would be interesting to find out what happened to that computer!

  • 33 Posted by rovingsailordon on Thu Sep 3, 2009 8:52PM EDT Report Abuse

    I read some of the comments to this issue already and I say this initial step of going sky high figures created enough news curiosity similar to the mega-million pants lost in Washingotn DC laundry. The only difference is, the at-fault party. This may not eventually get the quoted amount afterwads but enough embarassment for the corporate trader to value customer rights. Just because the item can be readily replaced by store credit card or even with top of the line expensive item they have just to comfort the customer, that doesn't mean that they can be careless in handling valued customer properties. I am not quite sure what is the extent of coverage for an extended warranty, but it is basically to maintain continued customer patronage therefore, the vendor has an implied responsibility to keep their promise. Afterall, customers are not just numbers, they are the ones contributing to the year-end numbers.

  • 34 Posted by tslaces on Thu Sep 3, 2009 10:23PM EDT Report Abuse

    What concerns me is that Best Buy could not produce her laptop at all. It speaks directly to their internal security measures which is a problem for all retailers. If she were to take a laptop without paying, I am sure Best Buy would prosecute. So what is the customer's recourse when the retailer essentially steals their property?

  • 35 Posted by magpagbst on Thu Sep 3, 2009 7:03PM EDT Report Abuse

    so no one has an answer for my question? . . . geez . . .

  • 36 Posted by magpagbst on Thu Sep 3, 2009 7:03PM EDT Report Abuse

    . . . by the way . . . a local news agency did an undercover story on computer repair shops . . . they found that ALL the shops either misdiagnosed the problem (for a more expensive service) and or snooped around personal files that had nothing to dom with the repair (i.e. checking out pictures, etc) . . . they used special software to monitor this . . . the ONLY repair place to accurately diagnose the problem (a loose power chord) and NOT snoop around was . . . drum roll . . . BEST BUY!! . . . go figure . . . mob mentality . . .

  • 37 Posted by sunriseconcepts on Thu Sep 3, 2009 9:48PM EDT Report Abuse

    Best buy is SMUG to their customers! I bought a refrigerator. I was promised a rebate. But the store refused to come up with the rebate - they said that I had returned the refer the day following purchase. It may be an illusion, but the refer appears to be in my kitchen. Does customer service simply pocket these rebates?

  • 38 Posted by kupriaa1 on Thu Sep 3, 2009 4:54PM EDT Report Abuse

    sunriseconcepts - come on now- your story is crap- I am serious- I am tired of these made up horror stories.

  • 39 Posted by plaga_nerezza on Thu Sep 3, 2009 8:14PM EDT Report Abuse

    Have you shopped at best buy lately? It is absolutely terrible the prices they charge for simple accessories and services. They want 26 bucks for a 7 foot cross-over cat 6e cable. That is a blatant rip off and they know the unknowning consumer will get scammed. It isn't even a reasonable markup. Then you get the whole we don't work on commission aspect of there "trained" staff. They work on bonuses. If they sell x amount of warrenties they get X extra pay. So when you LIE TO YOUR CONSUMER and MISREPRESENT how an action benefits your employees you are SCUM. I use to love Best Buy and it use to have value. Its "Geek Squad" is as uneducated and useful as your neighbors kid at fixing your technology issues. Add in there gross disgusting costs. I had someone I work with purchase a new laptop from them. They tried to sell a 250 dollars fee to remove the trialware that came with the Laptop. Add in the service and quality of its staff and there competence in the products. Best Buy is becoming nothing more the Sears and ABC Warehouse. They need to clean management house. Get back to basics of electronic sales. Or not and let everyone just shop online. heck the reviews you read are better advice then you'll get from the Best Buy "sales specialists". heck she outta get 54 million in compensation for overcharges we all paid for the stupid cables.

  • 40 Posted by mpputman on Thu Sep 3, 2009 7:27PM EDT Report Abuse

    Well, I think a previous poster hit it on the head. For everybody who is complaining about how stupid the staff is, or how bad the service is, or how overpriced the accessories are...STOP SHOPPING THERE IF YOU DON'T LIKE IT! It really is that simple. I read critical posting after critical posting, and I keep thinking...if you hate it so much, then shop somewhere else. And to plaga_nerezza, cables and accessories are horribly marked up at all of the big retail shops.

  • 41 Posted by rjmowen on Thu Sep 3, 2009 8:42PM EDT Report Abuse

    In this day and age of "limited" return policies, do everything for the sale and no regard for customer satisfaction after the fact; I have to agree with her decision to sue. She is making a statement of dissatisfaction with the company and it is well within her rights to do so. It seems to me more then ever before we need to educate ourselves as consumers and protect ourselves. The legal system in this country is part of that protection. IMHO Best Buy and others like them prey on the fact that consumers will not sue and will not blame them for making mistakes, lying, etc. We will just take our "gift card" and go buy more of their stuff.

  • 42 Posted by magpagbst on Thu Sep 3, 2009 7:03PM EDT Report Abuse

    to post number #50, rjmowen . . . you present very flawed rational for filing a lawsuit . . . "limited return policies . . . do everything for the sale and have no regard for customer satisfaction after the fact . . . dissatisfaction with the company . . ." . . . are you kidding?? these are reasons to NOT SHOP THERE . . . NOT TO SUE!! your post unfortunately exemplifies the typical consumers rationale of: "if i don't like the company . . . i'll just sue!" . . . i like to believe i'm smart enough with my business transactions to NOT let myself get into an unacceptable situation . . . IT IS MY OPINION THAT 90% OF ALL CIVIL SUITS ARE FILED BY A PERSON WHO LACKED ENOUGH COMMON SENSE TO AVOID THE SITUATION IN THE FIRST PLACE!!

  • 43 Posted by jdelta2136@sbcglobal.net on Thu Sep 3, 2009 4:31PM EDT Report Abuse

    I would, like just about every one, opposse to such ridiculous adventure, but thinking more throughtfully about this case, I came to the conclusion that there should be more people like her!!! she has the guts to comfront companies that for a long time they treat you like small change, and actually this kind of complaints should be done to all kinds of companies that make us feel that we are just cash walking in the stores instead of human beings with a certain need,therefore I applaude her action beside the outcome,maybe this things(complaints, and law suits) should be done against jobs just as well. A Hurray for this Lady,!!!

  • 44 Posted by plaga_nerezza on Thu Sep 3, 2009 8:14PM EDT Report Abuse

    Same Cable at Home Depot 14.95. Check the same thing verses HDMI cables, power strips, etc that home depot carries verses "big box" Best Buy. 10 dollars is grounds for a consumer fraud complaint. My state attorney wants to go after gas station owners who overcharge gas. Not once have I heard them tackle the nonsense accessories absurd pricing. Or toner for printers for that matter. It criminal and I do shop online for 99% of my tech needs. The specialists stink and I don't buy from worst buy anymore.

  • 45 Posted by inertia_rec@sbcglobal.net on Thu Sep 3, 2009 4:24PM EDT Report Abuse

    So many commeents, come on this is america, people built it this way this is how it is. She has every right.

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