Digital Office Solutions

12-9-2014This client was a referral by a colleague and resides in Colorado.  It is accurate for him to state that I was paid to scan his documents and return digital copies.My company scanned the documents (medical files) and placed them on encrypted DVDs before mailing  as...

required by HIPAA.  The disks were confirmed to be operational on 2 different computers before mailing.  They were mailed to the client and many weeks later he emailed me to say that when he tried to open the files during a meeting (why he didn’t check them before that is unknown) he couldn’t open them.I tried to offer some work-arounds and assistance. I asked him to try rebooting his computer before trying again, and to try it on other computers.  After not hearing from him for some time, I followed up to see if he had any success.  I tried another solution and suggested that he seek help from someone with advanced computer knowledge – perhaps an IT professional.  I suggested this not as an insult, but having no idea of his expertise I thought possibly anti-virus or malware protection or a Windows setting may have prevented him from opening the software.  I have clients that use this procedure of encryption/unencryption all the time without problems, and don’t know why he is having them.  Again, his disks were confirmed to be operational before mailing.  The disks/files are not corrupt and it is illegal for me to send them unencrypted.I was sent the email (attached below) at around 9:15 on a Sunday evening, a profanity-laced demand in mostly upper-case letters.  The following morning I sent him the full software that will enable him to open the encrypted files – not just the mobile version that the rest of my clients use – but the full version.  I also offered other solutions that included giving an unencrypted disk to an associate or representative of his in the Phoenix area.  Finally, I offered to hand deliver the unencrypted files to him, but he would have to pay for my travel expenses.  I also asked if he had any reasonable suggestions to solve our mutual problem, but apparently this complaint was lodged instead.The documentation is included below, including the certified mail receipt for the letter and software disk I sent him.  I am sorry that he can’t open his files, and I think I have been very reasonable and professional  in my approach to help him.    As a side note - just before sending this response I was contacted by a lawyer on his behalf.  It is possible that this may move into a different arena.  If that is the case I feel that I should probably have limited contact with Mr. XXXXX until I have met with my own council.

12-9-2014This client was a referral by a colleague and resides in Colorado.  It is accurate for him to state that I was paid to scan his documents and return digital copies.My company scanned the documents (medical files) and placed them on encrypted DVDs before...

mailing  as required by HIPAA.  The disks were confirmed to be operational on 2 different computers before mailing.  They were mailed to the client and many weeks later he emailed me to say that when he tried to open the files during a meeting (why he didn’t check them before that is unknown) he couldn’t open them.I tried to offer some work-arounds and assistance. I asked him to try rebooting his computer before trying again, and to try it on other computers.  After not hearing from him for some time, I followed up to see if he had any success.  I tried another solution and suggested that he seek help from someone with advanced computer knowledge – perhaps an IT professional.  I suggested this not as an insult, but having no idea of his expertise I thought possibly anti-virus or malware protection or a Windows setting may have prevented him from opening the software.  I have clients that use this procedure of encryption/unencryption all the time without problems, and don’t know why he is having them.  Again, his disks were confirmed to be operational before mailing.  The disks/files are not corrupt and it is illegal for me to send them unencrypted.I was sent the email (attached below) at around 9:15 on a Sunday evening, a profanity-laced demand in mostly upper-case letters.  The following morning I sent him the full software that will enable him to open the encrypted files – not just the mobile version that the rest of my clients use – but the full version.  I also offered other solutions that included giving an unencrypted disk to an associate or representative of his in the Phoenix area.  Finally, I offered to hand deliver the unencrypted files to him, but he would have to pay for my travel expenses.  I also asked if he had any reasonable suggestions to solve our mutual problem, but apparently this complaint was lodged instead.The documentation is included below, including the certified mail receipt for the letter and software disk I sent him.  I am sorry that he can’t open his files, and I think I have been very reasonable and professional  in my approach to help him.    As a side note - just before sending this response I was contacted by a lawyer on his behalf.  It is possible that this may move into a different arena.  If that is the case I feel that I should probably have limited contact with Mr. XXXXX until I have met with my own council.

Quality Digital Office Solutions has been a huge boon to our business which the most kind and patient staff, which is especially helpful when troubling shooting an issue that is urgent. Great company.

Review: Digital Office Solutions was paid to scan documents and provide digital copies. The disks that Digital Office Solutions alleges contain the digital copies cannot be accessed. The files are corrupt and they will not provide replacement disks where the files can actually be accessed.Desired Settlement: Either a return of the original documents or digital files that can be accessed.

Business

Response:

12-9-2014This client was a referral by a colleague and resides in Colorado. It is accurate for him to state that I was paid to scan his documents and return digital copies.My company scanned the documents (medical files) and placed them on encrypted DVDs before mailing as required by HIPAA. The disks were confirmed to be operational on 2 different computers before mailing. They were mailed to the client and many weeks later he emailed me to say that when he tried to open the files during a meeting (why he didn’t check them before that is unknown) he couldn’t open them.I tried to offer some work-arounds and assistance. I asked him to try rebooting his computer before trying again, and to try it on other computers. After not hearing from him for some time, I followed up to see if he had any success. I tried another solution and suggested that he seek help from someone with advanced computer knowledge – perhaps an IT professional. I suggested this not as an insult, but having no idea of his expertise I thought possibly anti-virus or malware protection or a Windows setting may have prevented him from opening the software. I have clients that use this procedure of encryption/unencryption all the time without problems, and don’t know why he is having them. Again, his disks were confirmed to be operational before mailing. The disks/files are not corrupt and it is illegal for me to send them unencrypted.I was sent the email (attached below) at around 9:15 on a Sunday evening, a profanity-laced demand in mostly upper-case letters. The following morning I sent him the full software that will enable him to open the encrypted files – not just the mobile version that the rest of my clients use – but the full version. I also offered other solutions that included giving an unencrypted disk to an associate or representative of his in the Phoenix area. Finally, I offered to hand deliver the unencrypted files to him, but he would have to pay for my travel expenses. I also asked if he had any reasonable suggestions to solve our mutual problem, but apparently this complaint was lodged instead.The documentation is included below, including the certified mail receipt for the letter and software disk I sent him. I am sorry that he can’t open his files, and I think I have been very reasonable and professional in my approach to help him. As a side note - just before sending this response I was contacted by a lawyer on his behalf. It is possible that this may move into a different arena. If that is the case I feel that I should probably have limited contact with Mr. XXXXX until I have met with my own council.