Sent in Dell Laptop because mousepad was lifting due to battery isssue which had to be replaced. Told first tech I wanted to retain my and under no circumstances should they endanger my information. When I sent in the computer I also checked off to NOT change the hard drive or anything else. I approved a battery change for which I paid. When I received the computer the hard drive, with all my documents, pictures etc. of about 5 years was replaced all my info was lost. After speaking with 3 representatives and escalating to each one...I get 1 more unreasonable offer after another...and insulted being offered $15 to compensate for all the hours and unretrievable information. The last representative said he would attempt to find my old hard drive(which was working perfectly fine before the repair). Why didn't Dell call me before replacing the hard drive and get permission? Why didn't they return the hard drive they replaced? After using Dell products for more than 20 years, this leaves a very bad taste. Hope Dell will be more responsive to this review...