Fields Data Recovery USA, LLC

Initial Business Response /* (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 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.

I have paid a lot of money and all I have received from Field Data Recovery today is 1,211 files with no photos in the folders, when Mr. [redacted] clearly told me and the Revdex.com I would be receiving more than 30,000 files, and 600 folders recoverable data.  I was also told I would get my damaged drive back and my cables I sent to them with my drives, which did not arrive in my package.

Complaint: [redacted]
I am rejecting this response because:I made several attempts to contact this company to get a status of this issue. These has been no response from the company until after this complaint was filed. There 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]

Initial Business Response /* (1000, 17, 2015/12/15) */
- The client submitted their hard drive for diagnosis on October 6, 2015.
- 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 phone. They 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 $970.00 for the recovery plus $25.00 for a new USB Memory
Stick on October 12 (signed receipt attached, acknowledging terms), and
the data was returned by UPS (tracking number 1ZV5EXXXXXXXXXXXXX) on
October 19.
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 work. Further,
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 drive. All we can do is provide results for what
is recoverable and we make no statements as to completeness. Section 6
of our Terms and Conditions (attached) outline this entirely, which are
industry standard:
6. Data Integrity
6.1 The client accepts that Fields Data Recovery will not examine the
contents of any files contained on the media supplied to them.
6.2 Fields Data Recovery gives an integrity percentage of any data
recovered. This is an estimate only and is derived using specialist
software that performs a file signature verification process. This is
where the recovered files signatures are matched against their
extension. This 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 encrypted. The percentage given is
an estimate only.
6.3 Fields Data Recovery accepts no responsibility or liability
whatsoever for the contents, integrity, functionality, corruption or
usefulness of the data recovered.
6.4 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 data. Therefore, 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 email. This 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 client. The file
list shows the files recovered. Fields 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: No way, I filed a RMA 3 weeks after I had the Harddrive its on Record with [redacted] this Drive was New and Under warranty. I only didnt send it back because WD does not repair the replace
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/06/08) */
Client submitted three hard drives for recovery. At the end of a free diagnostic evaluation he was provided with results for all three, including complete lists of recoverable files. He was verbally informed that from one drive there was 10.5 GB...

of data, another 5.1 GB, and the third 572 GB.
Client chose to proceed with the first two recoveries, and these were backed up and sent on March 23 (UPS tracking number 1ZV5EXXXXXXXXXXXXX) and March 25 (1ZV5EXXXXXXXXXXXXX). This Revdex.com complaint is the first we've heard from the client after he received his data.

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 payment. Many, many, many different times I was reassured (in writing) that what I needed was there. You 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 refund. Your business practices are unethical and I expect a refund. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: First off Mr. [redacted] is clearly wrong and misinformed. My 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 results. I only received two emails from Fields Data Recovery. The 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 there. After 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 received. Mr. [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 runaround. Ms. [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 back. I thought this company would help me with my situation but I see that I was wrong. I want my recovered data I paid for and my [redacted] 4tb external hard drives and cables I supplied to Field Data Recovery returned ASAP. No one should be treated the way I have by any company doing business. 1) The First email I received from Fields Data Recovery on November 2, 2017[redacted]@fields-data-recovery.com Thu 11/2/2017, 10:15 AMDear: [redacted],Re : Data Recovery - Job Number [redacted]I would like to take this opportunity to welcome you to Fields Data Recovery. We are pleased that you have chosen to use us to help you with your data recovery needs. We can confirm that we have received your hard drive and it has already been entered for a diagnostic analysis. The 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 soon. If not, then we expect the result of your diagnostic to be available within the next 48 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 28 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, 9:18 AM [redacted],Diagnosis:Full Recovery A total of 30315 recoverable files and 614 folders.Description tech notes-"This involved a physical recovery"Drive spins up and clicks twice before spinning down. The drive will need a head swap. A head swap was performed in the clean lab and the drive was placed on the DE for testing. The headswap was successful and data was retrieved in full. Equipment usedPC3kLibraryData ExtractorClean LabStandard EquipmentPrice=$960         Same day price=$880 (Purchasing data the same day it is recovered) 
Sincerely,
[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
I just received my computer tower on Monday and its not working. When I sent it to Fields Data Recovery it was like a brand New Computer. Mr. [redacted] is trying to cover his mistakes with stories. Mr. [redacted] was aware of the situation early part of November. Because he refuse to answer the Attorney General, I decide to call you the Revdex.com, and he respond in a day. He left that detail out. On October 26, when I paid the $100.00 I could tell in [redacted] voice that he was not happy, when I ask [redacted] when should I be receiving the tower, he told me they would email. me 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 off. That'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 company. The company has not responded to the $3,500. that I request from them for their error. Yes, please keep this case open. I thank you so much for working with me.
[redacted]

Complaint: [redacted]
I am rejecting this response because:The frequent emailing between me and the original rep gave me the impression that my files were there. Not only once, but multiple times. I made it very clear that I could not pull up the files I needed and he reassured me that they were there. Your business preys on the fact that people have lost something (memories/woek/important documents), that's hey he pushed me into paying before I had a chance to investigate more, that's why he reassured me with half cut off screen shots, and I believed him, or I never would have paid that much money (an entire month of my wages),  for stuff I didn't need. You know that's they case, because another 2 reps tried to fix it knowing it was your mistake. I'm not going to back down like I did before, this was wrong, and it's not okay. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I was told yesterday, multiple times, that the process for "reversing their work" takes 1-2 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 5 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 resolution. Additionally, 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]

The client declined service on May 31, and our free return can take up to 3 weeks. It has not yet been 2 weeks, and she had communication with the branch manager today (June 13). To Revdex.com: this seems more of a "review" than a complaint, as the main issue she has is re: price, which is not a valid...

reason to file a complaint. Can this please be re-classified, or removed? Thank you.

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 receive. anything 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 submitted a 2 disk [redacted] under the impression that it was a mirrored [redacted]. Inspection showed that this was likely not a mirrored [redacted], 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.

This client has indeed paid $59.00 for the return of her laptop, and this is being processed for return in the standard timeframe. While our office move has impacted other, free returns, this has not caused any delay with hers. She will receive her laptop sometime next week, which again, is...

standard.

This client sent in two hard drives. Upon booking in, both were checked in as drives to be recovered. He was sent two welcome emails, with two job numbers, and was given updates for both jobs throughout diagnostics. He was provided diagnostic results for the [redacted] hard drive, where parts would be...

required to attempt recovery, on June 28, and discussed this in detail with a manager. On June 30, he was provided results for his other job, which was a full recovery, and was told exactly how much data was recoverable, and a file list was reviewed over the phone and available for his review. After reviewing both results, he chose to move forward with the recovery of the second hard drive, the full recovery, and not to move forward with the recovery attempt. He made payment, and the data was backed up and returned.Upon receipt of his data, he informed a representative that the data actually recovered was from a backup hard drive, and the other hard drive was the only drive he wanted recovered. We had no way of knowing this was the case, and provided many opportunities for him to tell us that he only needed data recovered from the [redacted] hard drive (he was sent the two welcome emails, and provided with two completely different sets of results from the free diagnostics). Further, the "backup" drive tested with faults, which is why diagnostics took longer for that drive than the actual drive he wanted recovered.Since he made us aware, we made every effort to recover from the [redacted] drive at no additional cost to the client. Unfortunately, due to a multitude of reasons, we are unable to recover from this drive. We've offered to refund the difference between the recovery fee he paid for the recovery of the second drive, and the upfront cost to attempt recovery of the first drive that he was told on June 28 ($100), but he has not accepted this offer. We have performed the service for which he paid - data recovery services from the second hard drive he sent. We apologize that this drive was not intended for recovery, but again, there were no notes included suggesting this was not to be recovered, and we made every effort to make it clear that we were working on both devices he sent, from the time they were received until he was provided with two completely unique diagnostic reports. His drive(s) will be returned via [redacted].

468 GB of data was recovered from a total of 7,976 recoverable files and 1,391 folders. This was ENTIRELY a backup set, and a file list is attached. There 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 these. Since she cannot provide access to the files as recovered, there is nothing further that can be done. We 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and still find the business negligent of handling my data.  It was personal stuff in the flash drive they delivered. They didn't have the concern to call the [redacted]  to tell them to get the package from the address it was wrongly sent to and deliver it to me.  Also it is against the law to go to a stranger's and ask for your package.  People are crazy now days.  I know you can't put these people out of business.  But can you make sure they don't use your name for credibility?
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 payment. This was a partial amount of the total cost of the recovery attempt, which is why it is nonrefundable. The client received a...

summary of findings and signed a credit card authorization form, which he was also emailed.