Complaint Review: Pamela Cherry - Le Quiou Nationwide

I guess it must be frustrating for an expert such as yourself to read the experience of such a dumbcluck as myself! Maybe I didn't word my complaint clearly enough? My 'claim' is 'not' that I no longer have a back up of my data. My 'claim' is that a 'supposed expert' Microsoft Technical Support person came on my computer and wiped out everything. Admittedly I allowed her access (after I had checked that her identity was genuine), the first time she came on, she set up new User files for me and had the directory in such a muddle it was unbelievable.

She came on the second time to straighten out the mess she made the first time. She transferred files, documents, everything from the User she had set up to yet another User file. Transferred and then deleted the original! Discovering too late that the files in the last set were empty! In so doing she wiped out everything on the computer. Yes it is their fault that I no longer had any data. Correct. Whether I had back up or not is not the issue here. I did mention in my 'report' that I did have back up to a month earlier on most of my 'stuff' and thru various means I managed to eventually recoup 80% of what I lost.

BUT the very most important item was my email. This was not backed up because if you know anything about backing up email you will also know that when one tries to restore it, it never restores identical to the original. I therefore bought the Incredimail package and this was backed up automatically to another file on the computer. But she deleted the back up file as well. The issue I have with Microsoft is also the fact that for one week before I bought the new computer to 5 weeks later I was unable to get ANY response from Microsoft at all.

As you will see in my 'report', on phone calls I was passed from one to the next with no result. Emails were not answered. The Manager of the Team ignored the emails. I was brought up to respect others, own up to my own mistakes, and in an era when the way one treated others was important. Now it seems to be more the norm to disrespect people, and to scam them if you can. I expected more of a company like Microsoft.

With regard to re installing the software and programs. Not so easy these days as computers come with everything pre installed and one has to apply for the software or buy it - either way it is a long and tedious job, also once a computer has been damaged like mine was, it will never operate 100% properly again. Considering this and the time involved I decided to buy new.

Having spent months just trying to get someone at Microsoft to listen to me, I do not think that it was unreasonable to ask that they give me an undertaking to pay me the measly $470 for the new computer IF they could not do what they were promising. Problem was that they know their person was at fault and that they could not restore my computer at all. The darned thing didn't even work properly after she had finished her expertise. Usual sites like Google, Facebook etc. didn't operate properly so it was not only that she deleted my personal data that was the problem.

Would you think that just because I have insurance for my house or property that I shouldn't go after someone who comes in and damages it? Whether I had the data backed up or not is not the issue.I love how you assume that most 15 year old kids are smarter than me! I wonder why you would think that? Maybe you are 15 yourself? It seems like the kind of arrogant remark an unthinking kid would make.

The other thing that comes to mind on that point is, are you insinuating that a 15 year old kid is more reliable than the Microsoft Technical Staff? On that one I might thoroughly agree with you. You then go on to say. " It is not possible to guarantee the hard drive will be totally restored to it's previous condition because there is no way of knowing what data has been overwritten or totally deleted. There is no way of guaranteeing all of your programs are still available."Again I repeat, this is why I wanted the undertaking from Microsoft.

They wanted me to spend more hours at this 'broken' computer so that another 'expert' tech person could fiddle around with it, and at the end of that exercise there was (as you so correctly point out) no way of knowing what data has been overwritten or totally deleted. There was no way of guaranteeing all of my programs were still available, and I know for sure that my Incredimail was GONE! They knew/know it too and therefore would not give me the guarantee.

If I don't have my data backed up and lose it due to my own error, fire, theft, lightning or hard drive failure, that is 'MY' problem to deal with. BUT when I am bushwhacked by someone who I should be able to trust to do the job right, who physically wipes out all of that data - someone who is supposed to be computer technically proficient, as I would have expected is the criteria for employees of Microsoft, and is in a position where she goes on computers remotely to correct or repair issues ............. then I think that problem is where Microsoft should hold their hands up and admit that something went wrong!

 Wonder if you could back up Team Rebutt, all the way off a mountain cliff

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I guess it must be frustrating for an expert such as yourself to read the experience of such a dumbcluck as myself! Maybe I didn't word my complaint clearly enough? My 'claim' is 'not' that I no longer have a back up of my data. My 'claim' is that a 'supposed expert' Microsoft Technical Support person came on my computer and wiped out everything. Admittedly I allowed her access (after I had checked that her identity was genuine), the first time she came on, she set up new User files for me and had the directory in such a muddle it was unbelievable.

She came on the second time to straighten out the mess she made the first time. She transferred files, documents, everything from the User she had set up to yet another User file. Transferred and then deleted the original! Discovering too late that the files in the last set were empty!  In so doing she wiped out everything on the computer. Yes it is their fault that I no longer had any data. Correct.

Whether I had back up or not is not the issue here. I did mention in my 'report' that I did have back up to a month earlier on most of my 'stuff' and thru various means I managed to eventually recoup 80% of what I lost. BUT the very most important item was my email. This was not backed up because if you know anything about backing up email you will also know that when one tries to restore it, it never restores identical to the original. I therefore bought the Incredimail package and this was backed up automatically to another file on the computer. But she deleted the back up file as well.

The issue I have with Microsoft is also the fact that for one week before I bought the new computer to 5 weeks later I was unable to get ANY response from Microsoft at all. As you will see in my 'report', on phone calls I was passed from one to the next with no result. Emails were not answered. The Manager of the Team ignored the emails. I was brought up to respect others, own up to my own mistakes, and in an era when the way one treated others was important. Now it seems to be more the norm to disrespect people, and to scam them if you can. I expected more of a company like Microsoft.

With regard to re installing the software and programs. Not so easy these days as computers come with everything pre installed and one has to apply for the software or buy it - either way it is a long and tedious job, also once a computer has been damaged like mine was, it will never operate 100% properly again. Considering this and the time involved I decided to buy new.

Having spent months just trying to get someone at Microsoft to listen to me, I do not think that it was unreasonable to ask that they give me an undertaking to pay me the measly $470 for the new computer IF they could not do what they were promising. Problem was that they know their person was at fault and that they could not restore my computer at all. The darned thing didn't even work properly after she had finished her expertise. Usual sites like Google, Facebook etc. didn't operate properly so it was not only that she deleted my personal data that was the problem.

Would you think that just because I have insurance for my house or property that I shouldn't go after someone who comes in and damages it? Whether I had the data backed up or not is not the issue.

I love how you assume that most 15 year old kids are smarter than me! I wonder why you would think that? Maybe you are 15 yourself? It seems like the kind of arrogant remark an unthinking kid would make. The other thing that comes to mind on that point is, are you insinuating that a 15 year old kid is more reliable than the Microsoft Technical Staff? On that one I might thoroughly agree with you.

You then go on to say. "  It is not possible to guarantee the hard drive will be totally restored to it's previous condition because there is no way of knowing what data has been overwritten or totally deleted. There is no way of guaranteeing all of your programs are still available."

Again I repeat, this is why I wanted the undertaking from Microsoft. They wanted me to spend more hours at this 'broken' computer so that another 'expert' tech person could fiddle around with it, and at the end of that exercise there was (as you so correctly point out) no way of knowing what data has been overwritten or totally deleted. There was no way of guaranteeing all of my programs were still available, and I know for sure that my Incredimail was GONE!  They knew/know it too and therefore would not give me the guarantee.

If I don't have my data backed up and lose it due to my own error, fire, theft, lightning or hard drive failure, that is 'MY' problem to deal with. BUT when I am bushwhacked by someone who I should be able to trust to do the job right, who physically wipes out all of that data - someone who is supposed to be computer technically proficient, as I would have expected is the criteria for employees of Microsoft, and is in a position where she goes on computers remotely to correct or repair issues ............. then I think that problem is where Microsoft should hold their hands up and admit that something went wrong!

You clearly do not know or understand basic computer operation. You claim it is their fault that you no longer have a backup of your data. Protecting and maintaining a backup is 100% your responsibility. You could have reinstalled the system software and programs instead of purchasing another computer. Next time hire a fifteen-year-old kid (most of them are smarter than you) from the neighborhood.

Microsoft was willing to attempt to assist you, but not on your terms. It is not possible to guarantee the hard drive will be totally restored to it's previous condition because there is no way of knowing what data has been overwritten or totally deleted. There is no way of guaranteeing all of your programs are still available.

To avoid a repeat occurrence of data loss be sure to backup your data on your new Apple computer. Data can be lost due to operator error, tech support error, fire, theft, lightning or hard drive failure.