• Report: #861375

Complaint Review: Dataretrieval.com

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  • Submitted: Fri, March 30, 2012
  • Updated: Sat, June 30, 2012

  • Reported By: Damiete — Lorton Virginia United States of America
Dataretrieval.com
1000 De La Gauchetiere St., Suite 2400 Montreal, Q Washington DC, District of Columbia United States of America

Dataretrieval.com Data Retrieval Dataretrieval are scammers and very poor customer service Washington DC, District of Columbia

*General Comment: Familiar Sad Story!

*Consumer Comment: DataRetrieval.com are the best

*REBUTTAL Owner of company: An Ongoing Commitment to Customer Service & Satisfaction

*Author of original report: Update to Dataretrieval.com case

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I like many other people out there was distraught that I had lost a large chunk of my irreplaceable family photos and videos.  So in my vulnerable state I reached out to dataretrieval.com on February 1 and was given Mark as my case manager.  Before I paid any money Mark was attentive, replied promptly to my emails and called me on two occasions.

The initial diagnostic was free and they said they were 85-90% sure they could recover 100% of the lost data on my hard drive.  My hard drive was 640 gb and of that total space I only needed about 25% recovered, the home videos and
pictures (the drive was mostly music, movies and tv shows). So I thought the process would be successful.  They quoted me an initial price of 1,680.00 (tax included) and my heart immediately sank.  I couldnt afford such a hefty price tag so I asked if I could pick up my hard drive.  I then received an immediate reply that they could give me a massive discount.  A day later I got a call and an email saying that they could give me a $ 880.00 or a 48% total discount! (in the email it was bright red and bold like this). 

Although still a hefty price tag I went ahead and paid. On February 16th I got an email from Mark stating the technicians were able to successfully, completely retrieve all of your irreplaceable data intact and uncorrupted!  I received my hard drive on the 29th of February and immediately began going through the videos and found a large number of the videos and pictures did not work, showed a blue screen or played a random video or music file.  I then contacted Mark on the 1st of March to alert him to this and he stated he would contact the technicians.  On the 6th of march Mark replied:

 spoke to the technician, he indicated that is the way the videos were on the drive prior to failure.  He can tell this because what was recovered was an exact image of the drive.  Therefore whatever was on the drive is as was originally.  Hope that helps.

No it did not help.  I had watched a few of the videos the day before I lost everything and they worked fine.  I immediately replied to Mark that this was not true.  I did not get a reply from Mark that day and I have not heard from him again.  Multiple emails and voicemails were left and none were responded to.  After multiple calls to customer service I was able to get into contact with Leo Belkin, supervisor at dataretrieval.com, who advised that he would look into it for me a and get back to me in a week.  Two weeks later I have not heard from him again. After multiple calls to dataretrieval.com I was finally able to talk to an Elana Y, who was very nonchalant and dismissive about my case.  After resisting her attempts to get me off the phone or divert me to an answer machine she put me on hold and made some enquiries.  She then came back and said the files were corrupted and could not be recovered.  This goes in direct contradiction with the earlier email sent by Mark.  She then stated she will let Leo know I called and he would get back to me as per the next steps in my data recovery.

I am currently waiting on that and will update as I get more information.  I have asked for a full refund if they cannot recover my data. No one has addressed this; all they do is continue to string me along.  I see now my experience with dataretrieval.com is not unique and I would implore anyone who is thinking about using them not to do it! You will only compound your distress!  They take your money, feed you stories and then disappear.  This is a scam and they are a fraudulent company!
 
Please stay tuned for updates.


This report was posted on Ripoff Report on 03/30/2012 09:24 AM and is a permanent record located here: http://www.ripoffreport.com/r/Dataretrievalcom/Washington-DC-District-of-Columbia-20037/Dataretrievalcom-Data-Retrieval-Dataretrieval-are-scammers-and-very-poor-customer-service-861375. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 2Consumer 1Employee/Owner
Updates & Rebuttals

#1 General Comment

Familiar Sad Story!

AUTHOR: scammedinoregon - (United States of America)

 This sounds very like our own experience with DataRetrieval.com, except that our supposedly "corrupted" files were all business related, and we need them badly.  I have found several other complaints from around the country with similar stories, so I have a hard time believing that each person complaining has made this up...it sounds more to me like a company with VERY poor business practices!

    I would like to know where, besides Ripoff Report, I can file a complaint?  BBB, I know, but is there not some regulatory agency we can all complain to?  FTC?  I am seriously wanting to know.
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#2 Consumer Comment

DataRetrieval.com are the best

AUTHOR: Bigbob - (United States of America)

I being a IT manager know the importance of data, and I always suggest data retrieval for recovery needs - they have the best engineers who are pioneers in this industry and I always had a good exp with em. Keep up the good work, data retrieval!!
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#3 REBUTTAL Owner of company

An Ongoing Commitment to Customer Service & Satisfaction

AUTHOR: DataRetrieval.com - (USA)

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!
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#4 Author of original report

Update to Dataretrieval.com case

AUTHOR: Damiete - (United States of America)

Hello Everyone!

So a few hours after posting my complaint on this website I finally heard from Mark!  I think it is extremely unfortunate that it took me filing a complaint to finally get them to communicate with me.  Mark responded as follows:

"Damiete,  It has come to our attention that you have recently filed several reports against our company on the website RipoffReport.com  in which you express your dissatisfaction with the service youve received.

This is extremely disappointing to us as your value as our customer and your satisfaction with the work youve received is of the utmost importance to us as we understand how stressful any critical data-related crisis can be.We are willing to assist you in whatever way that we can to see that your comments and concerns are addressed.  As a result of your extremely negative and threatening review, we are forced to suspend the immediate further progress of your case review until certain pressing issues are addressed. We do appreciate your bringing this matter to our attention and citing what you feel are deficiencies with our service and/or staff. Your complaints are being taken very seriously and are currently being investigated and addressed by senior management. If you would please update/revise your negative review to include/express that fact that your refund is in the process of being worked out and finalized, and that we are also making every effort possible to resolve your issues with your customer service.  When done, we will be extremely happy to refund the requested monies as indicated. Please understand that your review was extremely negative and consequently extremely harmful to our business and our reputation and as we are taking it very
seriously, we humbly ask that you do so as well. A positive update to your review would be extremely helpful and greatly appreciated, for both parties.If you are still dissatisfied with your service, and wish for your review to remain as it is, then we will act accordingly. 

If there is anything that we can do to reassure you that your concerns are being addressed or further assist you in any possible way, please do not hesitate to contact us at your earliest convenience. Thank you,"

Now I'm glad we are finally talking and I want Mark to know I appreciate him taking the time to email me.  I am still wondering how my files are all of a sudden found to be corrupt when they weren't before?  Hopefully I get more answers.  Hopefully it won't take weeks to get another email.  I will keep you posted.
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