They are required to replace your laptop. This is why it is essential to back up your laptop or computer with an external hard drive, so in case anything happens to your computer, you have the option to fix it without losing the material on the laptop initially. At this point, try to work with them in replacing the laptop or paying you sufficient sums to obtain a new laptop. If you used your credit card to purchase the repair services and already pre-paid for those services, you may be able to simply file the matter with your credit card company. If this is a manufacturer, you may need to contact the district or higher manager to get your money. If you make a big deal, odds are they just may find your laptop. Also, if you sent this by mail and it was insured, you might be able to place a claim with the post office.