This did happen before?
How was the issue resolved?
Or was it?
On a number of laptops, maybe most, there is a rather simple way to wipe out all the work you have done and put the whole system back to the original factory load. A password may be preserved, but no documents or other work that the owner created. Does this fit in with what happened to you? Did you get a response from the manufacture of the laptop?
Hope we can be of some help.