Fields Data Recovery USA, LLC

GB of data was recovered from a total of 7,recoverable files and 1,foldersThis was ENTIRELY a backup set, and a file list is attachedThere were no sorted files or folders, or anything that she's referenced in past correspondence with Fields (files sorted into folders with custom names, not just .zip and other files related to this backup set)All she was told that she would receive was these files and folders, and she received all of theseSince she cannot provide access to the files as recovered, there is nothing further that can be doneWe will not be offering a refund as she has received all data she was told was recoverable, and while we do not make any claims to the usefulness or functionality of any data, it must have worked if she was able to extract any of the folders and files she has referenced

This client has indeed paid $for the return of her laptop, and this is being processed for return in the standard timeframeWhile our office move has impacted other, free returns, this has not caused any delay with hersShe will receive her laptop sometime next week, which again, is standard

The email the client references specifically says there is a free return option for mediaHad he provided only media for recovery, there would have been free optionHowever, because he provided his entire laptop, there was no free return optionAccording to our returns policy, found on our website, there is a $fee that is due for return of a laptop

This client initially sent us the wrong package (some curtains meant for Amazon.com) and we arranged to have her hard drive sentIt was received, and noted that it had previously been opened by another data recovery company (their label was attached to the drive)A day later this was deemed unrecoverable due to severe platter damageAn email was meant to be sent informing her of the unrecoverable nature of the drive, but was mistakenly not sentdays later the client called back very upset when she was informed the drive was unrecoverableWe returned her curtains to Amazon, and her hard drive to her exactly as it was received - an internal, Seagate hard drive, completely sealedWe document each package as it is received with photographs to ensure we return exactly as it was receivedThere is no doubt that we received only a sealed, internal hard drive, which we returned in the same fashion - the only difference being a sticker with her job number was attachedHer drive was with another company prior to our evaluation, and our diagnostics confirmed theirs - the drive is unrecoverable due to severe platter damage, damage that was present before submission to the first companyWe apologize for any delay in informing the client of no recovery, but are unsure why the customer is taking this stanceAgain, we received an internal, 3.5" Seagate SATA hard drive that was previously opened for diagnostics by another data recovery companyWe confirmed their evaluation (severe platter damage, no recovery possible) and returned her drive in the exact same condition as it was receivedThere is nothing that the client sent that was not returned

Complaint: [redacted] I am rejecting this response because:I made several attempts to contact this company to get a status of this issueThese has been no response from the company until after this complaint was filedThere was important information on the drive that was needed to file income taxes and it has taken me several weeks to recreate part of the data Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:This response is incomplete and misleading Mr [redacted] is fully aware of my absence from my residence related to my work interviewing harmed patients around the country We discussed this in my cell phone conversations on May when I arranged to have the new retail drive sent overnight to his business while I was on the first leg of my trip from DaytLouis-Oklahoma City-Alamogordo-Tucson-Palm Springs-Los Angeles-Bakersfield--Sacramento-Salem-Seattle and the return on JuneI can provide hotel and gas receipts to demonstrate the drive was not received until my return on Jun It was on Jun that I received the damaged hard drive with no data and no documentation, and no original drive I was told the drive was erroneously formatted in MAC format It was not After many tries on MAC and PC and then evaluation by [redacted] and [redacted] digital, I learned the drive was damaged when it arrived and is unusable and must be replaced The 100% negative reviews describing the unsavory practices of Fields Data Recovery and my recent experience documented in the emails I have provided give me no confidence that I can take any more risks I losing my data I must not risk losing more time, data, or hard drives Again, I refer you to the email chain and the documented practices of FDR on [redacted] ***t.Fields Data Recovery has recovered no data, damaged my new retail hard drive I have received no value for the fee of $and the $hard drive.I do not ask for compensation for the new damaged hard drive I do request refund of the $ Sincerely, [redacted]

The client sent his device for data recovery services, which we performedHis PCB was damaged, which we corrected with a PCB/ROM swap and SATA conversion, and then unlocked the drive using the passcode he providedHe has provided photos, and the damage he's shown is the damage we observed after removing the drive from the hard drive enclosureNot only is this piece not necessary for data recovery purposes, but this was part of the reason his drive failed in the first place

Complaint: [redacted] I am rejecting this response because: This is not a real company and you can tell by the number of negative feedbacks and complains you an find by a simple google search and what made me more suspicious of that is their attitude of not replying to email and not returning calls and every time I call there are only two people there, one who answers the phone and the other one is ***, and when I asked to speak with a supervisor or a manager they still directed me to [redacted] despite that I told them I need to report this Gentleman [redacted] as he is not doing his job wellApparently they have only [redacted] working there and he is the supervisor, account manager, labtech and everything, which tells you how is the company size and gave me the impression that they are probably operating in a GarageI need to know who do I approach to file an official complain about this company to prevent future fraud to other citizensAlso I contacted them to return my Hard drive and [redacted] said "You can call as many times as you want but the process will take few weeks" this was his professional response.I would appreciate if you can ask them to at least return my Hard drive to meI don't believe they will do so Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: this company is unconcern about my Sd card and taking forever to compensate me the value of my sd card I ask for,it's going into another month now and I haven't receiveanything yet, and I feel like this company needs to be investigated there are con artist and thieves that needs to be shutdown Sincerely, [redacted]

This client paid for a recovery attempt, in which he was informed there was risk and no guarantee of recovery, and he himself acknowledged nonrefundable nature of paymentThis was a partial amount of the total cost of the recovery attempt, which is why it is nonrefundableThe client received a summary of findings and signed a credit card authorization form, which he was also emailed

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

This client declined service on March It can take up to business days to process a free returnBetween the time she emailed declining service on March 26, and today, the only email contact from her was "Today I filed a complaint with the Revdex.comI just want my "book" hard drive back pleaseYou are not responding to my e mails [redacted] Job # [redacted] We are processing her device for return, and are confident she had not contacted us between the time she declined service and filed this complaint

Complaint: [redacted] I am rejecting this response because:< This is entirely untrueThe vast majority of the data sought to be recovered was current filed for the past yearsThe backup files were a minimal portion of the dataAt no time prior to the assurance, in writing, that they could recover all my data did Fields inquire as to the specifics of the data sought to be recoveredThey simply informed me, after reviewing the drive, that ALL data was recoverableI had other copies of the backup files so that is of no use to meIt was the current files I was seeking and they completely failed to recover a simple byte of all that data Sincerely, [redacted]

Fields Data Recovery offers a free return option that follows free inbound shipping and free diagnostics, should the client choose not to proceed with the recovery process due to any reasonWe do not know the underlying issues with the drive prior to evaluation, which is why we structure our process at no risk to the client whatsoeverThe client told the initial representative that his drive fell, and was clickingOur notes show she informed the client this would likely range between $and $800, with a maximum of about $1200.Upon receipt of the drive we confirmed the fault and gave him the exact quote within the range he was quoted over the phoneHe declined this service, and it was set for returnWe offer an expedited return option that would have ensured packaging and shipping more quickly, but the client did not want to pay the $fee for this serviceAs stated above, our free return is provided as a courtesy and the only way we can provide this is to continue to prioritize our clients who proceed with and pay for the data recovery services, followed by those who pay for an expedited return, and finally the free returnTypically, this takes 2-weeks from the time return is requested until the drive is received but due to the volume of recoveries performed over the past several weeks there simply hasn't been an opportunity to return this clients drive, as well as many other free returnsWe will ensure this is shipped via USPS tomorrow in order to close this case

Initial Business Response / [redacted] (1000, 17, 2015/12/15) */ - The client submitted their hard drive for diagnosis on October 6, - Diagnostics completed on October 12, at which time the client was informed what files were recoverable (they were emailed an online file listing) and reviewed the list of recoverable data with their account manager over the phoneThey were informed that the integrity of the recovered data was 90%They were informed that "integrity" is an estimate of the level of functionality gathered by testing for a unique signature specific to each file type, and that we did not have the software specific to "LibreOffice" to actually test these files by opening them, in addition to the integrity test - Client paid $for the recovery plus $for a new USB Memory Stick on October (signed receipt attached, acknowledging terms), and the data was returned by UPS (tracking number 1ZV5EXXXXXXXXXXXXX) on October We feel that we were in no way misleading, as we did recover the data from their hard drive and it did test at 90% integrity, which was the only means we had to guess whether or not the files would workFurther, we also have no way of knowing whether or not these files worked prior to them sending the hard drive, as all we can do is recover whatever data we see from a hard driveAll we can do is provide results for what is recoverable and we make no statements as to completenessSection of our Terms and Conditions (attached) outline this entirely, which are industry standard: Data Integrity The client accepts that Fields Data Recovery will not examine the contents of any files contained on the media supplied to them Fields Data Recovery gives an integrity percentage of any data recoveredThis is an estimate only and is derived using specialist software that performs a file signature verification processThis is where the recovered files signatures are matched against their extensionThis process does not guarantee the level of integrity and may vary depending on various factors including, but not limited to, the file type and whether or not it is encryptedThe percentage given is an estimate only Fields Data Recovery accepts no responsibility or liability whatsoever for the contents, integrity, functionality, corruption or usefulness of the data recovered Whilst every effort is made to recover as much data as possible from any media received and any specific files requested by the client the recovery process is such that it is not specific and the sale of data is generic and based purely on the amount of data recovered and the labor in recovering that dataTherefore, should the client wish to know what files have been recovered they should request a file list from their account manager in writing or by emailThis is the client's responsibility and a file list will not be provided unless requested from Fields Data recovery in writing or by email by the clientThe file list shows the files recoveredFields Data Recovery gives no guarantee as to the integrity of the data shown on the file list or any other data recovered [redacted] Fields Data Recovery Branch Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ We received this client's hard drive on August 20, sent by our pre-paid UPS shipping service (tracking number 1ZV5EXXXXXXXXXXXXX). Initial diagnostics completed on August 25, at which time the client was informed that the read/write heads of his... hard drive were damaged, and we would need to purchase parts to attempt this recovery. He was informed that because we had yet to recover data we could not make any guarantees as to whether or not the recovery would be successful. He was called later that day, again, and once more on August 26, with no answer. He called back and agreed to pay the nonrefundable fee on August 26, and used our electronic signature service signing that he knew the fee was nonrefundable for a recovery attempt. The parts arrived and work was completed on September 8. He called later that afternoon, and was informed of the unsuccessful attempt. In summary, he was made aware of the risks of a procedure like this, and these were clearly outlined in our terms and conditions. He also signed a document stating he was aware of said risks. Attached are photos documenting the recovery attempt (both drives open in our clean lab, the read/write heads removed from the damaged drive, and the read/write heads replaced in each drive) and the signed receipt of payment for a recovery attempt.

This client submitted a 2 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 2 was in a state where the hex code of the data was accessible, no structured data was... accessible. The client disagreed with our assessment and argued with his account manager about our findings. These results were reviewed with the client on December 1, and on December 11 he declined service. His original hard drives were returned that same day.On the afternoon 12/13/2017 we were made aware that the backup drive the client supplied was not returned with his original drives. Within 90 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 elsewhere. I'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.

Additional Comments... from Consumer:Thanks The business has contacted me (actually called me) and a resolution is in play. I should be receiving the drive this week as well as additional resolution options as well.I am far more positive than I was on their responsiveness.

This issue is being resolved, as we've told the client multiple times. I'm unsure how to explain any other way, but I'll repeat here:We recovered data from the clients failed device. We told her how much was recoverable, and provided a file list. She paid for data recovery services after reviewing... results. We backed up her data and shipped November 9. Sometime between November 9 and November 13 she called, confused because not all of the data that was listed was on the hard drive. We did some troubleshooting, and realized that not all data had transferred. At that time we repeated the recovery process, accessed the same data as before, and are currently backing up to the hard drive she provided.The data we told her was recoverable the first time, was indeed recoverable the first time. Unfortunately not all of this data was transferred to her backup. We no longer had a copy of her data, which is why we had to repeat work. We will be shipping her data on her backup drive as soon as it is done backing up, and passes quality checks (we verify the backup contains the exact data that is on our servers). We have attempted to explain this, and we have told her nothing other than what is explained above. She will have her data next week.