Complaint Review: Dataretrieval.com - Shaker Heights Ohio

I would like to thank the CEO of Dataretrievals for responding and for being so thorough in his response.  Keeping the lines of communication open is always the way when trying to resolve differences of opinions.  In this vein I would like to state some facts and ask a question:

1. I currently am not in possession of my hard drive, and I am not sure what the status with the recovery of my data is.
2. I have not received a refund.
3. I got an email after the diagnostic stating none of my files were corrupt.  However, I received a hard drive with many corrupt files.  How is this possible?

I would like to resolve this as fast as possible as I feel this has dragged out long enough.  Hopefully, with the CEO involved this will be possible and their customer representatives (Mark and Elana) and Leo the manager will be able to improve on their reliability, interpersonal skills and drive to see a job finished.  Looking forward to hearing from anyone in the company, receiving answers to my questions and receiving my hard drive and refund.

Thanks to everyone who has weighed in on my dispute and for all the words and emails of encouragement. 

We remain dedicated to resolving Mr. Damiete Harry's case successfully and to his satisfaction. All of the information provided herein (service reports, time/dates, e-mails, phone calls, etc.) is verifiable within our company record system and can be made available for such purposes.

Mr. Damiete Harry contacted us on 2/1/12 seeking data recovery service for a hard drive that had become inaccessible due to an interruption in the power supply while re-partitioning the drive - an event that could have possibly caused significant corruption due to alterations in the MFT (Master File Table) while space and data was being reallocated. The extent of such corruption cannot always be detected until a full diagnosis has been completed or service has been initiated.

By Mr. Damiete Harry's own admission, his dedicated service representative informed him that due to the nature of the recovery service required, there was an 85%-90% chance that all of the lost data could be recovered, but that this could not be guaranteed.

The initial quote for the service required to recover the lost data was $1,680.00 (tax included) which we are confident, given the particulars of the case, was a fair and market-competitive price.

Nevertheless, because we appreciate the value and business of every customer that contacts us and would like to continue to grow our business, we discounted Mr. Damiete Harry's final cost for service by a significant amount, at our expense, in order to confidently retain his business and help him recover his critical data. Mr. Damiete Harry authorized us to proceed with service on 2/7/12.

Data was successfully recovered from the failed drive and made available for verification by Mr. Damiete Harry on 2/16/12. Mr. Damiete Harry processed the non-refundable payment for the final cost for recovery and services rendered later that same day and confirmed with his signature his acknowledgement and agreement.

It is company policy that had the recovery attempt(s) been unsuccessful and data was not able to be provided, Mr. Damiete Harry would not have been obligated to pay the final cost for recovery.

On 3/1/12, Mr. Damiete Harry informed his dedicated service representative of his concerns that not all of his files had been recovered as had been stated in a previous message and,  although 100% file recovery can never be guaranteed due to the nature of hard drive failure and recovery service, his case was reopened to see if anything more could be done to recover or restore desired files at no additional charge.

We are disappointed to learn that Mr. Damiete Harry found our customer service to be lacking and are committed to improving the areas of our service process that he deemed to be deficient. As noted, there were complications in communications on both sides, but in every instance, a company representative reached out and made contact in an attempt to address Mr. Damiete Harry's questions and concerns.

We remain committed to regaining Mr. Damiete Harry's trust and satisfaction as our customer, but we must respectfully dispute the wrongful allegations presented in his report on 3/30/12 (which he copied and re-posted as an additional separate incident that same day).

Because he remains dissatisfied, and despite our reaching out to him with a letter offering a fair resolution (and his response to simply copy and paste correspondence onto this site), we look forward to working with him to attain his satisfaction as a valued customer by whatever means can be considered necessary and fair.

Any questions regarding our industry leading service or service policies can be answered by calling and speaking to one of our dedicated customer service representatives at (800) 399-7150.

Our certified, expert data recovery specialist technicians rescue thousands of individual users and major corporations nationwide from critical data loss crises every year by using innovative, proprietary technology and state-of-the-art cleanroom facilities. Call or visit us online today to speak to a professional customer service representative immediately!