File Retrieval

Information was emailed to the address as instructedForwarded information from company: Im attaching a page from our case record in PDF form from our CRM systemThis will show all customer information as well as the logs of actions taken, on our end it shows all the calls that were made to the customerI would be happy to go over any of the above or show you a live version if desiredIf you would like a complete printout of the entire CRM record let me know. The automated note was placed when the email was sent to the customers email on file, the period we usually give customers after the notification is hours, but often we will keep the data longer than the email states just to make sure they get a hold of us somehow. In this case we lost contact with the customer in late Sept, Notified Oct and deleted the data Oct Customer didn’t make contact again until December 7th Regards,Rob H***Operations Manager | (o) xWarrensville Center Road, Suite | Shaker Heights, OH |

The clients device is being returned

Dear ***: we are sorry to learn about your negative experience with our company and are now aiming to resolve this matter to your satisfactionWe did make numerous attempts to reach out to you via phone the last few days but were only able to reach your voicemailPlease call our customer support
department directly at *** and we will be glad to make arrangements to have your drive shipped out againWe do apologize for the inconvenience and that you were unable to receive the package during the first delivery attempt

*** ***, We are incredibly sorry that this happenedWe are looking into the case and if this is in fact the way things went, we will do our best to resolve this issuePlease just allow us some time to review the case

Have reached out to client and offered a full refund for services

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I object to the fact that File Retrieval uses such an accusatory tone in this message, so as to suggest that I am at fault for their expenseIf a service is advertised as free, anything that is charged for does not meet that description.I look forward to receiving my media promptly in the mail
Regards,
*** ***

From: Jacob W*** Date: Thu, May 26, at 2:PMSubject: Complaint ***To: ***@cleveland.Revdex.com.org
Regarding the complaint filed by our client, *** **, I have reviewed the case and brought it to the attention of our accounting office*** ** will be refunded all months’ worth of
charges along with having the hard drive returned
I apologies for any inconveniences and thank you for your time

Hi Brooke, It looks like you've left a complaint for the wrong businessWe do not sell any material products or deal with "hoverboards" of any kindWe offer a range of services that help with the recovery of data, whether from a personal hard-drive or a company owned RAID arrayWe apologize
for the inconvenience, but this complaint is not meant for us

We used the Calgary office and although they were quick enough to pick up our product, it was a very lengthy process to get it back even though we had paid over $just for them to pick up and assess the problem When I first made contact we were given a ball park figure of $ We didn't expect it to be this figure of course, we expected it to be more but we were stunned when it came back at nearly times more at close to $ We declined the service and then we were asked what we were prepared to pay and were told that they could do it for $ So they would have taken $but they can really do it for $500! I am still waiting for my storage box to be returned I would steer well clear

Hi Terese, As we discussed when we reached out earlier this week, we will be issuing you a partial refundI am glad we were able to come to a mutual agreement to resolve your concerns regarding your case with us

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. At this point I see the business choosing to review the recorded phone conversations. This is great as it is clear that I was told that we can expect to get the *** message data we were looking for. We got none. At my last contact with this business I was promised that the phone conversations would be reviewed and they would return my call within a few days. I never got a call. I called they them back a few times afterward and ALWAYS got voicemail but no return callThe poor customer service alone is enough to warrant a refund
Regards,
*** ***

The refund was posted to my account yesterday and I received the hard disk drive today (status unknown)This company's biggest failure seems to be in communication When I first asked for the refund and the drive to be returned I believed it would take place within a few daysI don't
understand why it took a whole month to do an electronic transaction on the refund and how the drive ended up in Ontario is puzzling and somewhat worrisome since it was sent to Albuquerque for the work that was doneI thought it would be returned from there, a distance of miles within three or four days

I got my phone back quickly and they recovered all the information I neededThey were quick with solving my problem at a reasonable priceI wasn't expecting to be able to get all my information retrieved and for it to be such a speedy process

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The response proffered by the business is bizarre. 1) I was neither presented with nor signed such a form as they provide, which is presumably why they have provided someone else's form instead of a form actually associated with my case.2) They claim that the amount agreed to is not being paid, but the only amount I ever agreed to pay ($25 for return shipping) has been paid.3) The reference to cloud hosting resources appears to be a non sequitur. I gather that they expect me to pay some charge for cloud hosting my data, but this was never mentioned to me either by writing or voice, and I certainly never authorized them to do any such thing.4) The reference to a transfer drive appears to be a similar non sequitur.5) My issue is not that they were not upfront with their costs. My issue is that after they diagnosed my device, and quoted me a price to retrieve the data from it, and I decided against using their services, they have not returned my device even though I agreed to pay for return shipping, was quoted a cost for that shipping, and then paid that cost.
Regards,
[redacted]

We have supplied all agreed upon services to the client. We even went above and beyond our usual customer service limitations and spent nearly 2 hours on the phone and on a remote connection showing her how to navigate the files in her recovered data. We are sorry that the client still does not...

understand how to sort through the data on her own, but it is structured and organized as the drive was setup when we received it. She also has complained that we sent her original laptop back without a hard drive; our typical operating procedure is to not send the source material back after a recovery unless the client requests it. We keep the device for 6 months before disposal in case something were to happen, we can perform the process here again and get the data to the client. Typically the recovery process includes us opening the drive physically which renders it inoperable. If the client wishes to get her drive returned, we can still do that.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

The company called and stated this has been resolved. They have not been able to reach the consumer to see if he received the refund. The date of the refund was March 22, 2017.

Hi Sarah, We are very sorry to hear that you had a negative experience, I see that you contacted us for a free diagnostic on your hard drive. Even though it is a free service we do put significant time and resources into performing this service including but not limited to paying the shipping to get...

your drive into our lab, reserving lab time and space, as well as the engineers time and dedication to the diagnostic. At the time we sent the shipping label for you to send your drive to our lab, we also sent an authorization agreement that explained that if you did cancel the service or wanted the drive back after the diagnostic was performed without proceeding with a recovery you would be required to pay a reassembly and return shipping fee. We do apologize for any confusion.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]