Fields Data Recovery USA, LLC

More than 30,files, and folders were recoverableThis was relayed to the client, and a file list was available at the client's request - I didn't realize she never viewed this list, but that is irreleventThere was a problem with the initial backup of her recoverable data, and nothing more than thatWe have not mistreated this client, and we've handled this issue in the best way possible - re-recovering her data, and backing it up to her hard drive.We have again recovered more than 30,files, and the client will receive each and every one of theseNo refund of any kind will be considered, and she can keep the new portable hard drive that she currently has in her possession

This customer was told that with an disk DROBO unit, it would most likely be forwarded to our St Louis officeHe was also informed that at minimum, a recovery would be $per hard driveAfter an initial assessment we determined there were multiple drive failures, and advised that this may
cost around $5,At that point, the client informed us that he didn't even have $1,to spend on recovery - which is less than our minimum advertised priceWe ceased work and processed payment of $for return of his device, which is clearly outlined on our returns policyThis was sent via UPS, tracking number ***

The information in this post is falseThere is no "pending investigation" from the Attorney General's office of any stateThis client refused to accept our updates, and continues to suggest he is a data recovery expert - which he is notWe have ceased work on his device and it will be returned within the standard day window for a free return

Good morning, This client is now complaining about our complaints, not the service he's receivedWe employ people in our StLouis location, and about another worldwideOur office is at Laclede's Landing, and we will be moving to a downtown office at *** *** *** by the end of February as we continue our growthI did not feel it appropriate to make a public response to his accusations that we are not even a company, which is why I'm sending this emailPlease contact me should you require further clarification Regards, *** ***

The client shipped a UPS Express Envelope using our prepaid Next Day Air UPS Shipping label on 3/2, which we received on 3/(Tracking number ***)Upon receipt, we opened the express envelope and noted there was a second "envelope" (actually a UPS sleeve for attaching a printed
shipping label) that had a note saying "SD CARD", but this envelope/sleeve was note sealedWe contacted the client via email on 3/(attached) informing her of our findingsThere was no visible damage to the package, but since the inner envelope was not sealed and this was a small MicroSD Card, the only possibilities were that it was mistakenly not sent, or it had fallen out of the small areas at the edge of the seals of the Express Envelope during shippingA claim was then started with UPS for the amount she's requested, and this is processingAs soon as there is a resolution from UPS we will pass this along to her

We sincerely apologize, this was not moved to the correct shipping status when the client requested return, but this has now been correctedSince it was not in the correct status, and the client never contacted us directly from the time this was requested and the time she submitted this complaint,
our mistake was not noticedThis is set for delivery next week (Apr 3-7)

Initial Business Response /* (1000, 5, 2015/05/27) */
Client agreed to pay for RECOVERY ATTEMPT from his damaged hard drive on 4/22/He was made well aware that the upfront fee was nonrefundable (with $an additional balance due if successful) and that there was no guarantee of success, and he
was emailed Terms and Conditions (also found on our website) as soon as the hard drive was received in our facilityRelevant passages in our Terms are:
The client is aware that on occasions, Fields Data Recovery may be required to use additional media to continue with the diagnostic phase and/or carry out its recovery effortsExamples of this include, but are not limited to, spare parts for disk drives and specific adapters or connectorsFields Data Recovery reserves the right to charge the client for such additional media at an agreed cost
On rare occasions, Fields Data Recovery may require the client to cover some of the cost of attempting the recoveryThis request will only apply when the recovery is complex or when severe damage has occurred and only as a no obligation, fixed price quotation, and is not offered as part of Fields Data Recovery's "no recovery, no fee" service
Photos of the physical work portion of the recovery attempt are attached

We mistakenly had the incorrect house number, and sent the recovered data to this addressThis address was on the initial shipping label, and went unnoticedThis was about half a block down from the clients house, but the client did not want to go see if the resident(s) of that house would give
them the packageFinally, the address was corrected and the data was delivered successfully

Complaint: ***
I am rejecting this response because of previously stated reasons. New WD harddrive I had shipped directly was damaged before I received it and had no data. Initial response was to refuse to provide shipping label and no offer was made to replace damaged drive. Because of abundance of online Complaints, I could not risk further loss of data or hardrives.
Sincerely,
*** ***

Good Morning,
My name is *** ***I'm not sure who is handling my case, I am forwarding the Revdex.com a copy of the letter I just wrote to
Mr***The branch manger of Fields Data Recovery
Thank You,
***
Saturday, December 13,
Good Morning Mr***,
I have recieved and read your email
This is an overall response to this matter reguarding my towerNow, Im not sure if *** wrote something because he was angry or if it is something you, came up with to cover your company's liability or good willMy personal belief is that it is something you came up withAs my husband and I viewed your email, none of what you said in it made any sense to usWe were in fact, wondering what it was you was trying to convey
I request not once, or even twice, but THREE times, that your employee, ***, return my tower to meWhen I received your email, I took a couple days to think and pray over itThere was something missingWould you, as a customer service agent like to know what that was?
It was your CUSTOMER SERVICE ! What I read in your email was, you were sorry, it was not your company's fault and that you were FINALLY shipping my tower back to meThat was it in a nutshellSome Customer Service you have as a Branch Manger
What I did not hear was:
I'm very sorry, my company has made a serious erroYou, the customer trusted us with your tower, we did not do what we stated we would do, we apologize you were quoted THREE separate PRICES durning your conversations, WE held you up from writing and submitting your book, We are again very sorry for the undue stress caused to youStart from the beginning and tell me excatly what events transpired to reach this present pointWe would like to win back your trust, how can We do that ? None of this is what I heard from you, the branch mangerReputation??? What does that mean if Anything to your company?
Mr***, this is what I would like to see happen: For your company to pay me $3,plus put the $back on my credit card for shipping.As a reminder, you have had my tower since October 26, 2015, it is now mid - DecemberYou have caused me undue stress from not completing and submitting my book for publishingI'm sure you have heard the phrase:" TIME IS OF THE ESSENCE" I t really is !
I do not believe I should have been charged $for shippingI should have been told, up front that if I decide not to purchase the data you find, on my tower, that your company's charge is $I should have been given this infromation before, not after you recieved my tower
In one of the flyers *** *** sent it states: You don't have to accept the quote and if you don't then, "I" would be able to arrange to send your media back to you (we have a free USPS option)Now, this came from YOUR company, I was NEVER offered an optionI was told by ***, if the company puts the data back on the tower, shipping would be freeI would not have to pay anything, but if I decide not to get the data, then I would have to pay $for the shipping
At this point, MR***, I do not believe we have anything slse to discuss about what happenI believe by now we all really know what took placeI will let the Attorney General and the Revdex.com handle this matterI am also requesting a copy of the return UPS receipt be sent to the Revdex.com and the Attorney General so they can see the exact amount, it cost to ship the tower back to me
To sum it up Mr***, I believe the company you work for is a really good companyThats also my belifeThey try to make things more convenient for indivuals whenever possibleI hope your company will prosper even if there are indivduals in the company that do not do things in an orderly mannerThis does not how ever make a company , a bad company
I wish your company sucess, in the New Year
Sincerely,
*** ***
CC: Attorney General
Revdex.com

Revdex.com:
My next step is we need to go to a Court of Law
Sincerely,
*** ***

This client paid a nonrefundable fee for a recovery attempt with our Research and Development departmentHe was aware that the chance of recovery was approximately 50%I've attached a signed receipt, and a work report detailing the outcome of the recovery attemptHis device is being processed for
return

This work was completed, and photographs documenting the process are attached

Initial Business Response /* (1000, 7, 2015/12/15) */
This client declined our services and paid $for return of her tower containing two hard drives that she sent for a free evaluation, on October
Internally, this was not moved into a status for dispatch, and we were not made aware
of this until we received the Revdex.com complaint on December (the client did not call or email one time from when the payment was processed until filing the complaint)
This was shipped the next business day by UPS (tracking included in additional info) and she has been offered a refund of the fee she paid for return ($100.00)We are awaiting her reply prior to processing the refund

Complaint: ***
I am rejecting this response because:
The service I have received Fields Data Recovery, LLC has been very unsatisfactory.I am a US Army Veteran who severed her country Proudly! I have been diagnosed with PTSD from the military and this ordeal I have had to endure has taken a toll on me, my disease and my way of life.I am a photographer and all of my photos were on my damaged *** 4tb external hard drive. 10/30/things started out professional before I sent my damaged hard drive to Fields Data Recover,but things quickly went downhill after not receiving what I paid for.I have emailed and called several times to inquire about not receiving my fully retrieved data like I was told by my assigned Account Manager Mr***, only to get right out lies, rude conversations and unprofessional conduct from Field Data Recovery'sBranch Manager *** ***. I have also received numerous amount of miscommunication in emails and phone calls from Customer Service Representative Ms***.This ordeal has made me so upset and angry I opened up a claim with the Revdex.com DisputeResolution Department over this horrific matter hoping I could get some help because I could not get any straight answers, emails nor my file list I have been requesting since this recovered job started. It has now been a month since I started dealing with Fields Data Recovery and the service I have received from this company has been nothing more than a despicable scam. They have my money and I have nothing to show for it....Shame On You!!!11/8/2017, I received an email from my assigned Account Manager Mr*** showing me how many files and folders were recovered and that "The recovery job was retrieved in full" and that it was time for me to pay for that data recovery service, which I did.(Copy of Email ) (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 full. Equipment used:PC3k Library Data Extractor Clean Lab Standard Equipment)Price=$960 Same day price=$(Purchasing data the same day it is recovered)I have received nothing but outright lies, rude conversations and unprofessional conduct from Fields Data Recovery'sBranch Manager *** *** when trying to inquire about my recovery job I have paid for that arrived at me with missing files and folders that clearly didn't have my fully retrieved data like I was told by my assigned Account Manager Mr*** nor did I get my good *** 4tb external hard drive and cables back. I have also received numerous amount of miscommunication in emails and phone calls from branch manager *** *** and Customer Service Representative Ms***.On 11/24/2017, I received a package from Fields Data Recovery which included my good *** 4tb external hard drive but not the cables I sent them. This made it impossible for me to view my re-recovered data on my hard drive, but thank goodness my neighbor had a *** hard drive and cables so I was able to view my files. After viewing my hard drive for the second time, I was in SHOCK and could not believe that I had received the same exact two folders and files equaling out to be folders and files in total along with over empty folders and no photo filesThis was hardly the number of files and folders that were supposed to be a total of recoverable files and folders I was promised and had paid for. On 11/27/I received an email from the Revdex.com Dispute Resolution Department with Mr*** ***'s rebuttal stating that my "Statements are incorrect, and we will be in touch with the client today to direct her towards the data that was recovered". The Customer Service Representative Ms*** called me and I explained my problem to her againI asked her if she could please for the hundredth time send me my file list I have been requesting so I can see what the lab had recovered and re-recovered on my damaged hard drive along with an invoice for my payment.I explained to her that I received empty folders and if she could go to the lab so we all could discuss this dilemma togetherShe said she couldn't. That's when the truth was toldI asked her if they actually had a lab on the premises and her response was "That they send out there clients damaged hard drives to a lab that is not affiliated with Fields Data Recovery"Ms*** then asked me if she could get access to my computer to see what files and folders I received but I denied her that access because I do not trust anyone from Field Data Recovery after all the negative treatment I have receivedSo I emailed her screenshot photos of the folders I receivedI asked her to contact her lab to see where my files were which she has yet to reply backBut she finally sent me my file list which was incorrect because it didn't list the over folders I receivedThis same file list I received was listed inside the 500gb hard drive supplied by Fields Data Recovery back on 11/08/2017. Here is the file list I received on 11/27/from Ms*** which contains folders and files equaling out to be 1,files.Snapshot of ***files in folders (GB)Generated 11/27/9:AM by Snap2HTMLDATA# The Class of the 90's Reunion#BIG CARTEL IMAGESI believe their lab has hijacked my celebrity photos that were on my damaged hard drive and someone needs to be held accountable for thisI could not get any straight answers from this company so I asked them to please return my damaged hard drive and cables for the last time and I contacted the Revdex.com again.Below is what www.FieldsDataRecovery.com states on there FAKE and DECEIVING website and you will see it does not state that they send out your hard drive to someone else to repair it.(Filelist Check We send you a fixed price quotation & an online file list. When we receive your media, we'll send you a unique ID by email and determine what's wrong. Once we've identified the problem and how to fix it, we'll send you a list of recoverable files.We transfer all of your recovered data to new media. Following us having received payment, we return your data to you via a secure next-day delivery. We retain a copy of your data for seven days in case of queryFollowing this period, the data is securely erased.We offer a completely free, no-obligationhour diagnostic! Receive a file list, report and fixed-fee quote before proceeding! Data recovery rate of 92.5%)I need to be fully refunded for this over priced job that was truly not completed as Fields Data Recovery stated it would be

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

Complaint: ***
I am rejecting this response because:
1. The used files to equate the number of GigabytesThis relationship is confusing and misleading2. They told me that my drive was damaged and data may not be recovered(setting my emotions up for extortion) 3. They told me that they could only recover 17,files and folders out of GB external hard drive4. After I paid and received their flash drive, 17,files and folders is only GB5. They used intimidation to pin it on you, “that they gave you the information and that you agreed to it” 6. They demanded more money to recover more filesThis is a complete rip off and a classic case of racketeeringThis establishment is a scamTheir actions can be described as manipulative, calculating, conniving and devious to further extort money from me and other unsuspecting customers by utilizing the position and the computer ignorance of gullible and desperate customers who are seeking to recover lost data filesI want a complete refund of my money paid to them, including the so called international transaction fees
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/28) */
The client declined recovery but was not informed there was a $fee for the return of external hard drivesBecause it was not paid, it was not shippedUpon realization that he was not informed of this fee it was returned free of charge by
UPS, tracking number 1zv5eXXXXXXXXXXXXX

Mr*** received an automated email upon receipt of his deviceAt no point did we indicate that we had received anything other than a single deviceWhen he received an update on the status of his recovery, he was provided an estimate from his account manager, based on the amount of time we had his device in our possessionAs soon as it was realized that this was a new, blank device, we made Mr*** aware of this factWe received a single device, which appeared unopenedWe cannot recover from something that we never hadThe only possible resolution is for us to open a lost property case with UPS, but Mr*** has refused these efforts to date

Complaint: ***
I am rejecting this response because: Mr***, is not being clear nor correct in his rebuttal regarding my over recoverable files and folders that I paid for and still have not received.I have numbered my response to what Mr*** thinks he knows about my job in question. More than 30,000 files, and folders were recoverable. This was relayed to the client. 1) Mr*** on November 8, 2017, I received an email from *** *** informing me that I would be receiving a total of recoverable files and folders which I have paid for and have yet to receiveI am still waiting for some type of confirmation about my job. A file list was available at the client's request-I didn't realize she never viewed this list, but that is irrelevent.2) Mr***, it is truly relevantAs a client, I should have received my file list that I have been requesting for weeks now, especially if this is apart of Field Data Recovery processYou have my money and I have nothing to show for it. We have not mistreated this client.3) Mr*** on November 16, 2017, I called and spoke to you and I tried to explain that I did not receive the recovered data files that I paid for.You spoke so rudely to me in our conversation saying "I was confused and didn't know what I was talking about". Your treatment towards me as a customer was very unprofessionalWhat you should have been doing was apologizing for your companies mistake and the problem you had with the initial backup of my recoverable data job which was handled incorrectlyThe communication between you and your staff needs work. So yes I call this mistreatment of a client and a paying one at that. We've handled this issue in the best way possible.4) Mr*** as for my recoverable data job, it has not been handled in the best way possibleIt has been days since I sent my damaged 4tb *** external hard drive along with my good *** 4tb external hard drive and cables to Field Data Recovery.It has been days since I paid for a completed job I have yet to receive. I still have not received any emails stating that there was a problem with the initial backup regarding my recoverable data job nor have I received my file list that you say I viewed. After speaking with Ms*** on November 14, 2017, and requesting my file list to review, I was sent an email on Thursday, November 15, 2017, with this file list that belongs to another client of yours that seem to contain their personal information. Snapshot of ***files in folders (GB)Generated 11/8/3:PM by *** *** ***
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***She can keep the new portable hard drive that she currently has in her possession.5) Mr***, I prefer to have my own *** 4tb external hard drive and cables back that you have in your possessionThe reason I have this 500gb hard drive which in no way had enough space to hold my over 30,files in the first place was that Mr*** told me you could not clone my recoverable data on to my external hard drive I supplied you with back on November 1, 2017. Re-recovering her data, and backing it up to her hard drive. We have again recovered more than 30,files, and the client will receive each and every one of these. 6) Mr***, on November 20, 2017, Mr*** my assigned Account Manager, emailed me this response below after I reached out to him because Ms*** *** stopped answering my emails regarding my job. Mr*** email response: "Ya, I went to the lap and talked to the tech that was working on itHe said the backup was going to be complete by end of dayHe said he was able to pull an extra about 200gb".7) Mr***, it's November 22, 2017, and I have not received any shipping information. If it's completed as your lab has confirmed, then what's the holdup?No refund of any kind will be considered.8) Mr***, if I do not receive my re-recovered data and my *** 4tb external hard drive with cables back, then yes I need my monies refunded to me in full.As a paid customer I would like some kind of communication or email involving my re-recovered data and when it will be returned to me instead of reading about it through this complaint letter.Mr***'s lack of knowledge and miscommunication with his staff and me the client is the real reason we are going back and forth with this complaint regardingmy re-recoverable data job I just want what I paid for sent back to me now