Hard Drive - repair questions

I have had some issues with my computer repair at a major retailer. I brought my laptop in for what I would call a loop problem.

We were contacted that we needed to provided some additional info - so we ran by the store.

On the ticket it said it passed everything including a FACE test? and the OS issue needs destructive AD&R(?).

My husband questioned them about the hard drive test he had originally performed & the sales person proceeded to repeat it. This time the test came up no hard drive... So the gentleman screwed the door open & there is NO hard drive??? I wouldn't have even known how to do it! (well insert a month of arguements and they put in a new hard drive I swear NO one but me & my partner in my childfree house have access to this computer)

My question is - would they have been able to do a FACE test (no clue what that is) or be able to tell me the OS issue needs destructive AD&R (no clue about this either).

Their Notes go kinda like this:

Hardware Diagnostics:
PASS: fan, other PEAd (?), hard drive, memory, FACE
FAILED: dust

They scratched out the OS Issue needs destructive AD&R - then wrote:

Rerunning FACE - won't work with out Hard Drive

Ran FACE off of virtual Drive X previously did not have the Hard Drive in it. Called client to get Hard Drive (and we got written up for getting up set at them & then they stopped answer the phone - all calls were directed to store manager - Yes we were upset).

After calling over & over & being told to return the hard drive...

Manager approved:
Installed HD

Unable to locate recovery discs called client (I had made recovery discs - I don't get why they didn't want them - he kept telling me *no* you have back up discs - no sir - insert my giving up) They ordered new recovery discs.

Re-run DFT (?)
Apps & Drives Installed except for 1 nethorn(?)
Looks like dark liquid residue in HD Compartment. (but that wasn't noticed the first time when they found there was no hard drive)


I feel I have been totally ripped off - sure I got a new HD, but that is not what I wanted - I wanted my computer fixed. Unfortunately that disc had a lot of customer's files, they are back up - but now my worry is where that went. I've seen of some people re-selling HD at flea markets & hope that isn't what happened to mine. Computer is a HP Pavillion dv8000


Does this look fishy to anyone? Or if anyone could enlighten me about these codes (FACE, etc)

Thanks in advance,
Lisa

 

Fishy is an understatement.

I would begin by calling the Better Business Bureau, and filing a formal complaint.

I would hope that someone accidentally damaged the HDD beyond repair, and left it's whereabouts a mystery.

If there was any sensitive client info, I would definitely advise clients your security has been compromised, should it be necessary. Mind them to stay on their toes for anything suspicious, as it could lead to an employee responsible for any malfeasance.

As for FACE, if I recall correctly, it is a memory diagnostic.

You have definitely been hosed, and I hope they didn't bill you an outreageous amount. It really sounds like they are pulling some kind of CYA stunt. Hopefully, the HDD will not function on another PC besides an HP. Dells have a habit of doing such a thing. They tend to be proprietary.

 

Thanks. FACE passed when we left it there - then it failed & they said they couldn't run the FACE test because of the missing hard drive. I'm trying to get my ducks in a row before I approach some higher ups.

There is also a code DFT.

I appreciate you. Yup I smelled a rat since the first time I attempted to pick it up.

Thanks also for the advice to advise my customers. I have digitial art insurance in my business - so I'm covered a bit - but totally lost sight of calling my customers... I'll be doing that tomorrow!

 

I found on *retailers* forum that FACE is their propietary virus scan...

So it passed when we dropped it off - and failed later on. Don't you need a hard drive to do a virus scan?