J & M Computer Repair

Hello, I am [redacted] -Owner of J&M Computer Repair LLC We checked the system for data corruption and it needed a format reload We did do a gb data transfer and we do not go though clients files due to privacy lawThe computer was formatted and reloaded, we asked clients what the files she needed backed up she stated documents, pictures and moviesClient never said anything about email backup [redacted] then picked up system and called me few days later saying she needed her emails they were not on the systemI [redacted] spoke to the client and said yes ***, if you needed email backup that is separate backup*** said I am sorry I didn't knowI said ya that's why when we check you in we ask if there is anything else or be specific what you would like backed upI apologized and I told her I would try to do the data recovery, but it did not find any emails backupConsidering the system was corrupt to start, we always tell the customer there is no guarantee doing a data backup, we can only recovery what it is able to recoveryWe also state this on our invoice on top right, stating we cant guarantee data transfers, we can only get what the system can findI apologized to [redacted] and told her we tried to recovery it for days but was not successful and we did not charge here for any addition work doneI apologized but I told her when we check the system in we always ask in specific what the client would like backed up and she only stated document pictures and moviesShe understood and left and that was allDue to data corruption we cannot ever guarantee we can get all files, depending on the damage from the virus or other issues that occurred to cause this damageWe can only do the best we can to retrieve information, but again its never a guaranteeThanks again if you have any questions please email me backWe cannot issue a refund due to the client did get information her documents, picturesand moviesI apologize but we post this procedure on our invoice all sales final and no refundsWe did the best we could in regards to reloading and data transferring information on clients computer and getting her current to updates, and loaded additional programs on no charge

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
First of all, *** was not present when I brought my computer in to his store so I dealt with his associate. I told the associate that I was not very computer savvy and that I wanted him to save "everything" on my computer"Everything" to me would also include emailsIn fact it says on my invoice, "customer states that she needs a FMR and do a data back up." He did not tell me and nowhere did it specify "email not included" or "email is a separate backup." Is email not also "data"? The fact that I called after picking up the computer and asked about the emails proves that I was under the assumption that this was included as "data" and therefore was "backed up." As *** and his associate are the professionals, I would expect they would ask the customer if there was any question as to what they wanted "backed up" especially if they knew that email is not normally includedYes, *** did try to retrieve my emails later and did not charge me for that workBut then I did not receive the complete service I paid for, ie"data back up" on the first attemptAnd yes, the invoice states no refunds but in this case I feel I did not receive the service for which I paid and should expect at least a partial refund of the ''data back up" charge of $I lost important information contained in my emails which I have no way of retrieving
Regards,
*** ***

Hello,
I am [redacted] -Owner of J&M Computer Repair LLC.
We checked the system for data corruption and it needed a format reload.
We did do a gb data transfer and we do not go though clients files due to privacy law. The...

computer was formatted and reloaded, we asked clients what the files she needed backed up she stated documents, pictures and movies. Client never said anything about email backup. [redacted] then picked up system and called me few days later saying she needed her emails they were not on the system. I [redacted] spoke to the client and said yes [redacted], if you needed email backup that is separate backup. [redacted] said I am sorry I didn't know. I said ya that's why when we check you in we ask if there is anything else or be specific what you would like backed up. I apologized and I told her I would try to do the data recovery, but it did not find any emails backup. Considering the system was corrupt to start, we always tell the customer there is no guarantee doing a data backup, we can only recovery what it is able to recovery. We also state this on our invoice on top right, stating we cant guarantee data transfers, we can only get what the system can find. I apologized to [redacted] and told her we tried to recovery it for 2 days but was not successful and we did not charge here for any addition work done. I apologized but I told her when we check the system in we always ask in specific what the client would like backed up and she only stated document pictures and movies. She understood and left and that was all. Due to data corruption we cannot ever guarantee we can get all files, depending on the damage from the virus or other issues that occurred to cause this damage. We can only do the best we can to retrieve information, but again its never a guarantee. Thanks again if you have any questions please email me back. We cannot issue a refund due to the client did get information her documents, pictures. and movies. I apologize but we post this procedure on our invoice all sales final and no refunds. We did the best we could in regards to reloading and data transferring information on clients computer and getting her current to updates, and loaded additional programs on no charge.

Review: I took my computer to this company to have my operating system upgraded and also requested all the information on my computer be saved. When I picked it up all the information in my email was gone. When I asked about it I was told I did not ask to have my emails saved. I responded I did not know I had to ask as I originally asked to have everything saved. The owner did attempt to retrieve my emails but was unsuccessful.Desired Settlement: I would like a refund of the $64.88 I paid for "Data back up" as some of my data was lost.

Business

Response:

Hello,