Barbara is having issues with her keyboard. Keys won't display or will stick and display multiple times. She replaced the keyboard on the laptop. But it didn't fix the problem. Dell says the next step is to replace the motherboard. But what happens to her software and data? Leo says that she can make an image backup of the hard drive, and then wipe the drive so that Dell can replace the motherboard. Leo says the good news is, that since it's under warranty, Barbara doesn't have to pay for it. It's the reason why Gold Service with in-house replacement is a good investment. She could ask the Dell technician not to wipe the drive, but it's a good idea to back up the hard drive just in case.