The conversation went as follows:
"So do i have to do anything to the computer before i send it in?"
"No, we just need to re-install the driver for your internet connection to work properly"
What happened was they wiped the whole computer, all our files, all our family pics that i didn't have hard copies of yet, everything, and then said...
"in the terms and agreements of the contract it state that we are not responsible for lost files"
Its like going taking your car in and the contract states that they are not responsible for 'lost or stolen stuff' but then they park it in a back alley, unlocked, windows down and keys on the front seat.
SO yea...not very happy