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.
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47 Posted by arcadegroupvideo on Thu Sep 3, 2009 2:57PM EDT Report Abuse
give her the money!!! Just GIVE HER THE MONEY !! you lost her stuff, pay for it!! you lied!! pay the price!!! 50grand should do!!!
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48 Posted by inspector615 on Thu Sep 3, 2009 4:24PM EDT Report Abuse
Hooray!! I hope that Best Buy is penalized double the $54 million. I have only bought one item at Best Buy and it turned into an adventure at the cash register. They couldn't ring up the sale price, they accused me of altering the price, how I could do tha tI have no idea, nd finally wanted to give me gift cards for the over charge. They threw a fit when I refused to accept the gift cards. I demanded to be charged the proper price, the cashier was smart mouthed, I informed her that it would be better if she attempted to do her job properly instead of giving me a hard time. Finally the manager arrived, the head bozo, and informed me that I was creating a disturbance. I told him that all I wanted to do was pay the listed price for the item I was attempting to purchase. I had been overcharged and wanted the clerk to make the proper changes. I was informed that they couldn't do anything about it, either accept the gift cards or pay the wrong price, this was company policy. I asked if improperly overcharging for an item was company policy. He said, no. I asked if when you improperly overcharge that you demand people accept a gift card for the incorrect charge. He said, no. I said, that's not what you just insisted I do. He let me know that unless I left the store immediately he would call the police. He could call anybody he wanted, just cancel this sale, he refused. The police arrived, the officer was incredulous with what I told him. Essentially I was being ripped off and if I didn't like it or accept it, they would have me arrested. The officer assisted in getting the sale cancelled and helped me get the names of those employees who had creatred the problem, including the manager. I notified Best Buy headquarters, who Informed me I was , of course, mistaken. I then included the police report and demanded a written apology from the manager. They just hid behind there corporate walls. I consistently steer people away from BB when I can, I make sure everyone I know does not purchase anything at BB. They will shrivel and dry up before too long. They are a dinosaur and will close there doors in the near future.
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49 Posted by lonetreez on Thu Sep 3, 2009 6:56PM EDT Report Abuse
yes she should sue, why couldnt they just have fixed it and gave it back to her? they have a lot of "splainin" to do
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50 Posted by baby_sugar01 on Thu Sep 3, 2009 3:01PM EDT Report Abuse
I say sue their pants off!!! I've heard nothing but bad things about them. A friend of mine had numerous issues with their "geek squad" and had to repeatedly bring in her laptop for repair on the simplest thing...the little port where the power cord plugs into was loose/broken. It either didn't get fixed or they gave her the run-around...or sometimes both. I've also known people who actually WORKED there & they had nothing but bad comments. They said that BestBuy is a greedy company that cares nothing for its customers or employees...especially the female ones. (Yea, like a little 110 lb girl could really lift or move a full-size refrigerator by herself all alone in the stock room!!!) They like to accuse random employees of theft too and for outrageous amounts of money. Granted, one actually did steal but it was maybe $1,500 at the most, if that...they were accused of almost $10,000!! What a crock of $h!t. (Good thing the person had a good laywer.) I fully support the woman on sueing...although not for $54 million. I'd say make it just enough to cover the price paid for the laptop, court costs & the cost it would take her to get her life back in order if her identity was ever stolen because of their disorganization and stupidity in losing the laptop.
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51 Posted by prescott1963 on Thu Sep 3, 2009 8:18PM EDT Report Abuse
Yes she should sue. Big business as well as small think they can treat you any kind of way and expect you to just shut up, take the offer and go away. I recently had a similiar issue with an upholstery company. The customer is always right. As a business you can't just treat us any kind of way and shoo-fly us away. If the customer is not satisfied then its their responsibility to make it happen.
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52 Posted by dunc34 on Thu Sep 3, 2009 3:50PM EDT Report Abuse
best buy messed my computer on repairs! They claim no liability, i beleive if I were to mess with them they too would seek full liability expenses and damage, "sue the ----- s" is a quote that seems to come to mind would be their attitude!
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53 Posted by thcwby on Thu Sep 3, 2009 10:02PM EDT Report Abuse
To the guy that was worried about his tax dollars paying for the trial, you should get a better education on what your tax dollars are really doing.After a couple of weeks I would have demanded the computer back fixed or not.If I or some other people I know didn't get any 'joy' from that,well let's just say the person in charge would come up with a better offer than she was gave. Even if she did have the foresight to clean her personal data, that's no excuse for their idea of righting a wrong. Personal Identity theft is no small 2or 3 thousand dollar repair job in most people's lives. Take the max you can get out of them. After all MONEY RULES.
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54 Posted by copaceticlife on Thu Sep 3, 2009 3:29PM EDT Report Abuse
As politely as I may say this... ...like I have concluded over the years is that Best Buy is not a best buy at any price!
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55 Posted by espib67 on Thu Sep 3, 2009 3:56PM EDT Report Abuse
How much is your personal information and identity worth to you? How much does it cost to fix an identity theft issue? What was she supposed to do with all her information on her computer if the power switch was broken? Best buys sold the extended warrantee and were supposed to keep her laptop safe and repair it.That is what she paid for and didn't get. They were supposed to file that she was at risk and didn't. I'm not surprised about this story. My 69 year old mother's lap top stopped working and she took it in to Best buys to be repaired. They lost her lap top too, though they found it 3 months later. All in all it took her 5 months from when she dropped off the laptop till she got it back and it still had issues. Big Corporations don't care unless it takes a bite out of their profits or bad press! Good luck with the law suit!
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56 Posted by keentech22 on Thu Sep 3, 2009 4:48PM EDT Report Abuse
Just my 2 cents, I say teach Best Buy a lesson for their lack of respect to their loyal customers that pay for the extended warranty. But this lady should've been smarter. Whenever I take my laptop into Best Buy's Geek Squad I ask them to remove the hard drive and hand it to me and then they will put it back in when they are done working on it.
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57 Posted by langefamily4 on Thu Sep 3, 2009 4:56PM EDT Report Abuse
I agree with what Campbell is doing..I bought my lap top from Best Buy and when I had a problem with it took it back. I was told we will hwve it ready in a couple weeks..Well their couple weeks went to a few months. I would call and ask what was going on and they would put me on hold and do you think they would come back "NO" So when I went down to find out where my lap top was I got one excuse after another. I spoke with the manager and still couldn't get anywhere..I had to have my husabnd go deal with Best Buy and to get my computer back after almost 3 months and lots of headaches..Of course I did get my computer back but they laost my disks and power cord..would they replace these items No! I think Best Buy needs to learn about customer service and not just focus on making money..So go get'em Champbell..
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58 Posted by magpagbst on Thu Sep 3, 2009 7:03PM EDT Report Abuse
90% of you people are clueless!! are you not smart enough to take care of yourselves?? lawsuits are not meant to be a back up for making stupid and uneducated decisions!! did best put this lady in a headlock and drag her into their store and force her to buy a laptop? NO!! did best buy shove broken glass under this lady's nails until she agreed to buy an extended warranty? NO!! . . . this lady started the process buy walking into best buy without doing any research . . . as is evidenced by posts in this stream . . . it is well known that best buy has a questionable service history . . . now . . . nobody has even attempted to answer my question!!! i'll ask it again: WOULD YOU GIVE YOUR DRIVER'S LICENSE, CREDIT CARD NUMBERS, BANK ACCOUNT NUMBERS, SOCIAL SECURITY NUMBER, RARE FAMILY PHOTOS, ETC TO A PIMPLY-FACED WORKER AT BEST BUY??? . . . THAT IS EXACTLY WHAT THIS LADY DID!!
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59 Posted by magpagbst on Thu Sep 3, 2009 7:03PM EDT Report Abuse
IT IS MY CONTENTION THAT 90% OF THE PEOPLE WHO FILE CIVIL SUITS ARE LACKING IN INTELLECT AND/OR RUDIMENTARY COMMON SENSE . . . FOR IF THEY POSSESSED EITHER OF THESE QUALITIES . . . THEY WOULDN'T BE IN THE SITUATION IN THE FIRST PLACE . . . AM I WRONG??
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60 Posted by lynlet81 on Thu Sep 3, 2009 7:01PM EDT Report Abuse
Hooray for her...However, I would have sued for something far less, something that might actually be awarded to her. I am personally sick and tired of corporate bulliness and am glad that she stood up for all of us.
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61 Posted by tmbrown605 on Thu Sep 3, 2009 10:13PM EDT Report Abuse
Merry ol'e England would at one time Draw and Quarter people, seemed to have an lasting effect. I say that jokingly, but make the bloody ----- s pay. I just purchased a laptop from Best Buy and now makes me believe I made the right choice, in forgoing the Best Buy extended warranty. Good luck to Raelyn Campbell
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62 Posted by creature_healer on Thu Sep 3, 2009 3:31PM EDT Report Abuse
Best Buy has forced my hand more than once when either having to return corupt product or redeem warranty. Their arrogance and ignorance is stunning. My courteous requests for info or explanations were met with apathetic contempt. My last visit there (ever) saw me meltdown and start screaming obsenities then leaving as they called the police because of the uproar. Ironic I thought, I should be calling the authorities because of their criminal behavior.
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63 Posted by elm118py@sbcglobal.net on Thu Sep 3, 2009 3:53PM EDT Report Abuse
I'm glad this has been reported. Best Buy is just one more vendor to avoid.
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64 Posted by lndbaldridge on Thu Sep 3, 2009 6:55PM EDT Report Abuse
I think Miss . Campbell should rake them in the mud and make them stand up to the standerds they think their customers owe them. They don't come close to the level they expect to be given to them. To not look out for her interest made them show how they really lack respect for their cutomers! More power to her.! Who knows what may come yet for her.
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65 Posted by philbautista on Thu Sep 3, 2009 8:09PM EDT Report Abuse
The whole point of this suit is to teach Best Buy a lesson. And I hope it does! Maybe not to the extent of $54,000,000, but I think that she will win her case. Best Buy has an obligation to live up to and the fact that they didn't deliver, gave her the runaround after, and made a pathetic attempt to settle shows that Best Buy never had any intention of living up to their end of the bargain. As I see it, $1100-$5000 in actual damages (I am not aware of how much she spent to follow up on the repaired computers, as well as to the value of her data, could be more), anywhere from $1,000,000-$5,000,000 in moral damages, considering what she had to go through for a simple repair, and anywhere from $2,300,000-$10,000,000 as exemplary damages, to teach Best Buy to treat their customers better. A jury might award more but this is what an appellate court would reduce it to should Best Buy appeal, based on the current judicial atmosphere.
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46 Posted by miyuprincess@sbcglobal.net on Thu Sep 3, 2009 7:22PM EDT Report Abuse
Why are people assuming that she didn't back up her data? Maybe she did back up data and even cleared her HD. The fact still remains that Best Buy was negligent and failed to assume responsibility. Furthermore, there seems to be a tendency these days to blame the victim. Recall that she did not initially ask for $54 million. She only asked for what she felt was fair compensation for loss of property and time. The worst error she can make (even worse than actually leaving personal information in her laptop) is to be complacent. If Best Buy had acted appropriately, she would not have felt compelled to sue. And for the poster who likes medical analogies, I have this to offer: the best way for a doctor to avoid malpractice lawsuits is to nurture a good doctor-patient relationship.