Fields Data Recovery USA, LLC

This device was returned in the specified timeframe, at no cost to the clientHe confirmed delivery [redacted]

As the client has shown, we informed them of exactly what they would be receiving prior to making paymentThey will be issued no refund

(The consumer indicated he/she DID NOT accept the response from the business.) I just received my computer tower on Monday and its not workingWhen I sent it to Fields Data Recovery it was like a brand New ComputerMr [redacted] is trying to cover his mistakes with storiesMr [redacted] was aware of the situation early part of NovemberBecause he refuse to answer the Attorney General, I decide to call you the Revdex.com, and he respond in a dayHe left that detail outOn October 26, when I paid the $I could tell in *** voice that he was not happy, when I ask [redacted] when should I be receiving the tower, he told me they would emailme the tracking .What I did not here from [redacted] is, You should have the tracking by tomorrow, So know I did not call, I just gave it one week and honestly felt I was dealing with a company that was trying to rip me offThat's when I decide to let the Attorney General handle it, I call the Attorney General when I didn't hear from them to see if they spoke with anyone and the Attorney General said no they was still waiting to hear from the companyThe company has not responded to the $3,that I request from them for their errorYes, please keep this case openI thank you so much for working with me [redacted]

This client was provided with an online file list in an effort to show her exactly what was recoverable, which was viewed by the client prior to making paymentFurther, she stated that she was interested in files pertaining to " [redacted] ***..." and " [redacted] ***..."There were many files either referencing these names, or in folders referencing these names, that have been returned to the clientWe are very sorry that this is evidently not the data she was seeking, but this is why we provide the list of recoverable data for clients to review prior to making payment and we have performed the work for which she paid.We thoroughly reviewed this case in July, and attempted to recover more data at no additional cost to the clientWe were fully transparent and made every effort to inform her what was recovered, exactly, with no ambiguity whatsoeverHer original hard drive was returned in July when all options were exhausted

I addressed this fully on 7/12/2016: This client paid for the recovery of his data on May 24, and the data was shipped on the drive he supplied on June This was delivered on June On June the client contacted us requesting his original drive be returned, which was shipped the next dayOn July 1, the client contacted us to explain he was having problems with his backup driveHe was provided a free inbound shipping label that he has yet to use, to send back both his original and backup drive for re-recoveryRe-recovery is necessary because this was beyond the day "warranty" period outlined in our terms and conditions (found on our website, and emailed upon arrival of his drive in our lab) that the client has to review recovered dataEven though it was beyond that period, we have offered re-recovery at no cost to himThe client reviewed a listing of recovered data prior to making payment, and the backup drive was checked for functionality and to ensure it contained all recovered data prior to dispatchHe has paid a nonrefundable fee for data recovery services that have been providedWe are unsure why he's had problems, but certain we can rectify any issuesAll he needs to do is send either the original drive, or the backup drive using our prepaid shipping label- I believe we were offered arbitration in this caseI did not receive a call about this, but can see an attempt was madeWe keep the original hard drive unless a specific request is made when shipping data, so that we may quickly and easily re-recover data if necessaryIn this case, he requested the drive back, and as soon as he had his original drive he claimed his backup had no data - putting us in a position that we would be unable to re-recover, and to where we did not have his data on file any longer because it was well beyond the day period that we hold data (Secs5.4-of our Terms and Conditions: The client agrees to inspect or to procure to inspect the goods delivered at the earliest opportunity after delivery or attempted delivery and in any event within five calendar days of delivery or attempted deliveryAny claims for shortfall in delivery of goods, or claims that the goods do not comply with the order agreed with Fields Data Recovery, must be notified in writing within seven calendar days of deliveryClaims made outside of this time period may only be resolved at the discretion of Fields Data RecoveryFields Data Recovery will retain a copy of your recovered data for a period of seven days from the date of dispatchDuring this period Fields Data Recovery will answer any queries concerning the recovered data and, if required, provide further copiesOn occasions, with the client's consent, Fields Data Recovery may retain a copy of your recovered data and/or digital image beyond this pointIn circumstances such as these, Fields Data Recovery reserves the right to charge a fee for duplicate copies of data, data storage, management and securityThe client and Fields Data Recovery agree that the sole and exclusive remedy for any unsatisfactory work shall be at Fields Data Recovery’s discretionFields Data Recovery reserves the right to either (a) try additional attempts by Fields Data Recovery’s engineer to remedy any unsatisfactory work, or (b) to refund the amount paid by the client in full or part- We offered him an attempt at re-recovery, but he refused to return either his original device or the backup drive that contained his dataWe even emailed a prepaid UPS return label for him to send these in, sent on July 1, Instead of sending, he claims to have taken to a computer shop that does not specialize in data recovery

The client has received the original device he submitted for data recovery servicesUnfortunately, this drive was unrecoverable due to the severe damage he is seeing nowAs is standard with our service, this client has not paid us anything at all for inbound or return shipping, or diagnostic evaluationFinally, on January 7, before the client even had the drive back in hand he sent an email stating:"I am letting you if you switched drives on me I will knowI build computers and I have taken that drive apart if its not the same as I sent I will sue"Not only was he preemptively accusing us of sending the wrong drive, but his drive had not been opened prior to our evaluation, as evidenced by the intact label and seals on the hard drive shown in the booking in photo.We are very sorry that this data is unrecoverable, but it is unrecoverable because of the damage that we saw in our clean lab and that he's seeing nowHe has the correct drive, without question

She has received all recoverable data, which includes, but is not limited to, the 30,files she was informed were recoverable at the time payment was madeShe has refused to allow us to remotely assist her, which limits our ability to helpAt this point we are confident that she has, in her possession, all files and folders that she was informed were recoverableShould she decide to accept remote assistance we can point her to exactly where those files reside on her backup driveThis matter is closed within Fields Data Recovery, with the exception of our offer to remotely assist

The drive was found to have damaged read/write heads, and parts were required for the recovery attemptThe client was made aware of the risks of the procedure, and that no guarantees could be made in regards to successUnfortunately after much work, the drive was deemed unrecoverable as the platters sustained damage too severe for recovery

Initial Business Response / [redacted] (1000, 5, 2016/01/21) */ Client contacted us on November explaining that he had an EXTERNAL hard drive that was clicking that he would like recovered, and informed us that he would also be sending in a drive for backup Client sent drives, which were received November Upon receipt there were two drives: 1) Toshiba EXTERNAL USB hard drive and 2) 3.5" SATA INTERNAL Western Digital Hard Drive (photo attached)Because the client indicated that it was an external hard drive that failed, the casing ("caddie") of the Toshiba hard drive was removed to begin diagnostics In subsequent conversations with the client it was made apparent that it was actually the 3.5" SATA drive that needed recovery, and the caddie of the Toshiba drive was replacedWhile there are some marks on the caddie and it is possibly bent because it is metallic, the Toshiba drive remains fully functional We apologize that the client is unhappy that the Toshiba hard drive does not look "new" anymore, but we had every reason to believe that the Toshiba hard drive was the drive that was submitted for recovery, as it was the only EXTERNAL hard drive sent by the client

This client submitted a disk [redacted] under the impression that it was a mirrored [redacted] *Inspection showed that this was likely not a mirrored ***, but a striped [redacted] instead as during the short period that disk was in a state where the hex code of the data was accessible, no structured data was accessibleThe client disagreed with our assessment and argued with his account manager about our findingsThese results were reviewed with the client on December 1, and on December he declined serviceHis original hard drives were returned that same day.On the afternoon 12/13/we were made aware that the backup drive the client supplied was not returned with his original drivesWithin minutes, we sent the following reply:"I'm sorry your [redacted] presented itself with such difficulty, I wish you the best in attempts to recover the data elsewhereI'll make sure your backup is returned posthaste."We treat this situation seriously, made no jokes of the situation, and as he was told, he will receive his backup drive soon

Complaint: [redacted] I am rejecting this response because: The complaint does not regard your excuse of a [redacted] Array (which is was not) and you insist on rubbing that in my face) You made it a priority to ship me dead drives overnight for $40.00, however I still have not received the new drive back after days (minimum after Christmas Now)I sent a follow up asking when I might receive the drive after week and still don’t know when MY drive is going to arriveMy [redacted] is in pieces waiting for that drivethank you Sincerely, [redacted]

We performed a data recovery service for this client after we received her hard drive on October She informed us she was seeking a folder with a company name in it, which we locatedWe sent her data on October 23rdShe received this October 24thWe keep the original drive to ensure that A) everything arrives safely and B) to have it readily available in the case more data or more work is neededOn October 25th, after she had her data for a day, she called to request the return of the original driveThis was sent the same day, and received by her on October (tracking available for both shipments).On October 30, she called saying the files were "corrupt" and needed helpWe noticed no problems with her recovered data at the time of diagnostics, apologized that she was having problems and informed her that she would need to return her original device so we could re-recover, and again verify functionalityShe was upset that she would have to send this back in, but ultimately agreedAbout hours later she called back saying she was having trouble opening the prepaid [redacted] shipping label that was emailed to her, and went on to complain about how long it took and how much longer it would be, and asked to talk to a managerShe called back, again, after not receiving a call back and was told that a manager would be unavailable to speak with her and we reiterated she simply needed to return her hard drive using the prepaid shipping label we had provided.She visibly upset one of our employees today (November 2), and I gave her a call backShe refuses to return the original for a re-recovery, and keeps referencing timelines that are not accurateWe shipped her data exactly one week after receiving her hard drive, not three, and remain more than happy to attempt re-recovery of her data at no additional costWe consider this more than fair and do not understand her refusal to accept helpWhen she requested the return of her original drive, after she had her data, she left us with no recourse and no way to offer helpShe will not be issued or offered a refund of any kind, but the offer to attempt re-recovery stands

Complaint: [redacted] I am rejecting this response because: I was told yesterday, multiple times, that the process for "reversing their work" takes 1-days I gave notice on Monday, June 6th that I wanted the device back, and was told the "reversing of work" would begin at that time Now, by their own admission, this process will take up to business days This is absolute proof of my claim that this business is deceitful and gives misleading direction to their clients This is not an acceptable resolutionAdditionally, I will not be available to pick up the device on Friday Yet another reason I would not have agreed to this process, had I been properly informed up front Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: First off Mr [redacted] is clearly wrong and misinformedMy assigned Account Manager, [redacted] never provided me with a file list to look over nor did I pay for data recovery services after viewing my resultsI only received two emails from Fields Data RecoveryThe first email was to inform me that they received my hard drives on November 2, 2017(Email attached below) The second email from Mr [redacted] on November 8, 2017, stated that my data was recovered and ready to be shipped out to me once I made a payment (Email attached below) After receiving his email I called Mr [redacted] and asked him if all of my files were recovered and he stated yes, he even looked through my files when I asked him about certain folders and he confirmed that they were all thereAfter making my payment, I received a 500gb external hard drive with only two folders on them that Field Data Recovery provided, not the [redacted] 4tb external hard drive I provided After not receiving my files, I called to speak with the branch manager [redacted] , who was very rude to me and was not trying to be helpful with my situation after I had paid for a completed job I never receivedMr [redacted] and his staff need to communicate better with one another and to have more compassion for his customers when speaking with them especially to the ones who have paid a lot of money for nothing Yes, I kept calling because no one could give me a direct answer to their mistake concerning my recovered data After many phone calls and emails, Ms [redacted] sent me files but they belonged to someone else and I am still waiting to see my files but I continue to get the runaroundMs [redacted] informed me on Friday, November 17, 2017, that my data recovery should be done and shipped out on Monday, November 20, 2017, and still no emails to confirm that I am a professional photographer and I need my external hard drives backI thought this company would help me with my situation but I see that I was wrongI want my recovered data I paid for and my [redacted] 4tb external hard drives and cables I supplied to Field Data Recovery returned ASAPNo one should be treated the way I have by any company doing business1) The First email I received from Fields Data Recovery on November 2, [redacted] @fields-data-recovery.com Thu 11/2/2017, 10:AMDear: [redacted] ***,Re : Data Recovery - Job Number [redacted] I would like to take this opportunity to welcome you to Fields Data RecoveryWe are pleased that you have chosen to use us to help you with your data recovery needsWe can confirm that we have received your hard drive and it has already been entered for a diagnostic analysisThe exact service level will have been agreed with your account manager who is at hand to help you if you have any concerns.Please note that if you have agreed an express or priority service then you will probably be contacted by phone very soonIf not, then we expect the result of your diagnostic to be available within the next working hours.For more information about the progress of your data's recovery, your price quotation, payments or any technical updates, please contact your assigned Account Manager, [redacted] at [redacted] ***.As per our returns policy, found on our website and attached to this email, if you would like your original media item returned to you after recovery please visit the link below to arrange this within days of this email:- [redacted] 2) The second email I received from [redacted] to confirm that my files were ready to be shipped out on November 8, 2017Wed 11/8/2017, 9:AM ***,Diagnosis:Full Recovery A total of recoverable files and folders.Description tech notes-"This involved a physical recovery"Drive spins up and clicks twice before spinning downThe drive will need a head swapA head swap was performed in the clean lab and the drive was placed on the DE for testingThe headswap was successful and data was retrieved in fullEquipment usedPC3kLibraryData ExtractorClean LabStandard EquipmentPrice=$ Same day price=$(Purchasing data the same day it is recovered) Sincerely, [redacted]

While the file was "empty", it was recovered, and functionalWe will not be issuing a refund

Initial Business Response / [redacted] (1000, 5, 2016/02/09) */ This client sent a hard drive for recovery, received on October 9, A PCB/ROM swap was attempted but the board still failed to powerThis can indicate, in many cases, a faulty pre-amp in the HDA (Head/Disk Assembly), and the drive was opened to check the condition of the heads and platter surfaceUltimately, it was determined that no recovery was possible due to the fact that it was the ROM that was faulty, and not the PCB itselfThe drive was returned by UPS on November 4, We are very sorry this client remains unhappy, but unfortunately the drive fault rendered any recovery impossible

Complaint: [redacted] I am rejecting this response because:Whether or not they felt transparent, their tech misrepresented what I would be receiving and rushed me into paymentMany, many, many different times I was reassured (in writing) that what I needed was thereYou misrepresented what I would receive, took my money, told me that you would try to fix it because you read the emails that basically told me I'd get what I needed, ignored me for weeks/months, and then denied me a refundYour business practices are unethical and I expect a refund Sincerely, [redacted]

The client was clearly informed of exactly how many folders and files they would be receivingWe apologize this was evidently not all data on the drive prior to the failure but there was nothing further we made clear exactly the amount of data they would receive prior to making paymentThis was completed in June of

We received only one device from this client, a new, in package, USB memory stick with a sticker on the package from a competitor of oursWe have offered to open a claim with UPS to see if they can find the device they claim was shipped with the USB stick we received, but to date the client has resorted only to blaming us for not receiving the device

Initial Business Response / [redacted] (1000, 7, 2015/10/12) */ This client sent his hard drive using our free Next Day Air UPS inbound service, and after free diagnostics agreed to pay for a recovery attempt on his hard drive, at an expedited paceThe terms of this were clearly outlined with the client over the phone, and he was made well-aware that this recovery attempt was beyond our "no recovery, no fee" serviceSituations like this are also clearly outlined in our terms and conditions, and the client signed a credit card authorization form with the terms clearly outlined Unfortunately, this recovery attempt was unsuccessful and the clients original hard drive was returned