Defective PC never returned after 14 months

I sent in my PC that had problems in Late December 2022. After a few days I received a rejection letter stating fair wear and tear. After that no one came back to me in order to arrange that the defective PC gets returned. I've mailed the agent back multiple times and phoned in an complaint to them about getting the PC back, but to no avail. I have personal and sentimental data on that computer and now it is lost.