I need some guidance on handling a problem I recently experienced through Best Buy. My mother took her computer in because it was acting extremely sluggish and freezing up. Initially they told her it was .99 for a diagnostic exam. Later in the week she recieved a phone call telling her to fix the problem they needed to run extensive diagnostics and repair which would cost an additional 9.99 because they found viruses. They took our the viruses and installed some childsafe software and the total came to 0. They then called and said they discovered it was actually a bad harddrive and it needed to be replaced (an extra 0). Since replacing the harddrive will completely eliminate the work they did previously, I am wondering what our rights, as customers are. She specifically asked if she it was cheaper to buy a new computer and was told her computer is good and should last about 3 more years. Should they have been able to diagnose the bad harddrive from the inital tests