File Retrieval

We have working with this Client who is [redacted] and his case number is [redacted], not the person who has made the complaint. Above is an attached document from our accounting department showing we only charged 4 things for the correct amounts. We have been working with [redacted] to contact his...

bank accountant so we could reach out to them or the bank could reach out to us, and in the middle of that discussion this complaint was posted. We are actively trying to fix any issues the client [redacted] has and we are determined to make any wrongs right.

[redacted], We are sorry that you believed that data recovery is a simple service and as a result does not cost much. We cannot speak to the validity of the cost from these "other companies" but as for your device. We are willing to ship back for free, but for future reference understand that that...

shipping costs cover more than just sending a device. It includes boxing and shipping fees that may have already been incurred by our company. You were not obligated to send your device to us, but now we are paying for it. Thank you for your patronage. We here at File Retrieval wish you the best.

DO NOT USE. Had two drives that needed recovery. Was told they could be as low as $300 each. Quotes came back at $1500 each. I told the rep that that was too high. He offered $750 each. I said still too high - please send me my files back. He said ok. Then I got a call from their high pressure "closer." He kept pushing and pressuring after I said "no, send me my drives back" several times. Then he offered $300 per drive. At this point, they'd lost all my trust. He was either lying now or they were gouging me before. No legitimate, reputable business drops a price (based on labor and materials) from $1500 to $300. Now I'm waiting to get my drives back - we'll see. From what I've seen on other reviews, I'm not optimistic.

Tell us why here...Dear Client: We are sorry to learn about your complaint and our only goal is to resolve this matter for you. Recall that you contracted us on 10/31/2017 to recover audio files and paid for an $99 diagnosis to find out if we could retrieve the files from your Olympus Voice...

Recorder. On 11/1/17 your case manager contacted you to review the diagnosis as well as provide you with a list for pricing concerning your case. You chose a 15 (Business) day turnaround time but did not convey that the data was needed for any court proceedings until 11/30/17.  After exhausting all methods to retrieve the data we concluded that we needed to use a complex destructive method to retrieve the data as well as replace various pieces to the hard drive in order to properly extract the requested data, which prolonged the process. On 12/6/17 you spoke to a representative who informed you that we had to order additional pieces to complete the service properly. We were able to extract and digitize 9 audio files, however, because of your refusal to sign the standard company authorization form signed by all our clientele to authorize our company to perform services as well as make the final payment for the services, this has delayed the processing of receiving your data.  As of this writing, you have signed the authorization, made payment, and the data was promptly uploaded to the cloud service alongside a detailed instructional email with on how to access the information. Please do contact us at your earliest convenience to address any of your concerns or questions.

We are looking into these "assurances" but as a general policy, supported by the signed Authorization form, we do not guarantee any data. We cannot, to make promises on something like that would be to either lie or fabricate false data, which is also lying. We only promise to our services and...

expertise. Again we are looking into our recorded call logs for these assurances.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this may resolve part of the issue.  I would need to make sure the hard drive is undamaged and not wiped out.  When the computer was returned, it had NO screws in the back of it, the back cover was just laying on the computer.  I have attached the pictures to show this, The APPLE technicians discovered this and made a full report for me.  The second part is that I want a refund or at least partial for them not doing what they claim they did~  I understand a charge for diagnostics, but no more.  Again, APPLE found and retrieved my data in original format in 20 minutes for FREE.
Regards,
[redacted]

I did respond to the wrong case, I apologize. I was mistaken.If you want to reach out 800-761-0405 x 209 Ill do what I can to get it shipped back for free. If Im reading everything right, thats what you wanted, correct?

After reading through a few times I believe I understand where the customer is coming from and I apologize that it seems like our costs and charges are unclear. On day one we have the customer read and sign an authoriziation form that contains all the information about the things that are being...

asked. We do this for our and their protection to cover all bases.I promise we are not extorting additional funding from the customer with her data being held hostage for a ransom, simply the amount agreed to is not being paid.Our cloud hosting resources are finite due to the nature of it. we guarentee the data that is stored there and theres no way for it to be lost. Thats why its different than other services, we promise the data is good and safe.In reference to the transfer drive the customer has the option to pay for a hard drive to send their data on and give that to us, otherwise we can charge for a drive that will fit their data. In this case a 500gb External was selected for its size and portability. The charge for that is 99, it is not however a flash drive.If the issue is our being upfront with the costs I suggest the customer reference back to the auth forms and see that we outlined everything from the start for the customer.If the customer has any other issues I would be happy to talk to them directly, 800.761.0405 extension 209

[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,
Terese F[redacted]

Im sorry that the customer isnt happy with the resolution but we did everything upfront. This was clearly explained to the customer and is represented in the signed documentation in the auth form uploaded. We clearly explained it before, additionally, on several calls the customer had with his case...

manager. This wasnt a surprise and is an emotional response to an unsuccessful case. We attempted to recover your data but were not able to. This doesnt mean we didnt try or that our time should be free, in this case it means we do not get paid the final of 1590 for the case. If you have any other questions let me know.

[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] (they refunded my money), and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Ill have our legal team write up a new auth form for you, its pretty standard and goes with every single case we put through but I can have a new one made. Call me at 800-761-0405 x209 later today and ill work out getting it to you to sign so the data can be released to you.

Hi [redacted]    Our Company is aiming to find you a satisfactory resolution. To provide you with some context into your matter, recall from your signed authorization form agreement, our company does provide a Cloud Service in which we create a cloud backup of your data and keep this account...

active until you formally request cancellation of this service. The Cloud Service provides you with access to your most important files remotely as well as offers extra protection against data loss.   As soon as we received your email request to cancel this service we promptly cancelled your cloud subscription. As indicated in your authorization agreement, until our Company receives notice from our client we do keep the cloud account active to maintain the account for the client’s benefit. For both cases # [redacted] and # [redacted] once your data recovery was completed, a company representative contacted you and sent out a link via email containing the credentials to access your data via your cloud account thereby notifying you about the cloud service. This occurred on 04/18/2016 and was also sent out again on 04/25/2016. You formally contacted our company on 8/28/2017 requesting to cancel your cloud account and your subscription was cancelled on 8/31/17.   Therefore, please understand that although we performed services per contractual terms that were agreed to by both parties, we have tried to contact you and discuss further how can we resolve this matter.

From: Jacob W[redacted] Date: Wed, Sep 28, 2016 at 11:43 AMSubject: FW: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #[redacted].To: [redacted] <[redacted][email protected]>
I reviewed what we had done for the case and it seems that we did in fact send...

another flash drive to the client on 8/22/16, but of course I did not get the chance to post that to the case. Is there any way for you to see if the client was satisfied by those actions?
 
Obviously our Revdex.com rating is important to us and we are doing what we can to satisfy our customers. We’ve just been going through a lot of growth lately and that has made replying to every message kind of difficult.
 
Thank you.
 
 
With Kind Regards,
Jacob W[redacted]
Customer Service Manager and Tech Support Manager | (o) 800.761.0405 x209
3570 Warrensville Center Road, Suite 211 | Shaker Heights, OH | 44122

This business response was sent to ** at Revdex.com via email. Hey [redacted]  It was likewise a pleasure speaking with you and I look forward to productive conversations down the road! In the meantime, please find attached a contract containing the relevant language relative to what we...

discussed over the phone. You will see that this language (first and second page of the contract) requests that our client provide their initials to emphasize the importance of the clauses and to confirm that the client read and understood the payment arrangement/services.  Please do not hesitate to contact me with any further questions.   Sincerely, Jeromy S[redacted]
[redacted]
[redacted]
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We are attempting to reach out to the client and come to a resolution.

Customer had emailed his request for information just this morning as far as where the case stood. The customer left their information in our care for well outside the agreed timeframe and it was removed from our servers. We do our very best to make sure that customers are well handled and taken...

care of. This customer in particular disappeared for 45 days in the process and was emailed and called several times after weeks had passed. We can not house customer information indefinitely when they become unresponsive. If we had any contact during the period in question we would have found a way to assist the customer.At this point this morning I have called the customer twice to try to find out what we can do to remedy the complaint they have with our company, which is not a scam. To use an analogy, the customer was at our resteraunt and ordered his food. He then left to go out to his car. We delivered the food to his table, waited two days for the customer to come back to eat it, then after 45 days cleared the table. This doesnt make us a scam or unreasonable.I would like to know what the customer feels is an appropriate resolution considering it was their lack of contact that has placed us where we are now. Ill be happy to try to work towards a resolution but again the only reason this took place was the customer vanished.Regards,Rob H., Operations Support

From: [redacted] <[redacted]@aol.com>Date: Wed, Jan 11, 2017 at 6:31 PMSubject: Re: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #[redacted].To: [redacted]@cleveland.Revdex.com.orgCc: [redacted]@filerecoup.comDear...

[redacted] I am writing you today because the company did respond to my complaint (Re: ID # [redacted]- File Retrieval) and issued me a full refund. I am happy with their efforts and wish to have this complaint removed from the Revdex.com website. Please let me know how to have this done. Thanks! [redacted]

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]
  This issue started because of several reasons. First, in all the time I was dealing with this company, they never told me that I would need a transfer drive, which is another drive to transfer the information to after they recover the material. At the time when I made my last payment file retrieval had my drive for eight months and not one time was that brought up by any of the reps that I spoke with. The information that I had on the drive was more than 2TB which means that I would have needed a 3 to 4 TB drive to transfer this data, these drives can be upwards of 200 dollars which I didn’t have at the time of my last payment.  If I have had known this information earlier I could have saved that money within the eight months that they had the drive. Also in the process of repairing the drive I noticed that the description of the drive was wrong, on a call one of the reps told me that it was a different drive than the one I sent, he also proceeded in reading off the wrong serial number from some other drive that was not mine, at this point I started to get worried about this companies competency regarding the handling of my drive. They also sent me a picture of a different drive and tried to tell me it was mine. They also said that they contacted me many times, at the time around my last payment I had no internet service where it seems they did most of their communication. I received maybe 2 or 3 calls at this time. File retrieval was very good about keeping the drive before I made that last payment, but soon as they got their money they were quick to push me to the side and delete my information. Later when I called the company to get an update I was met by a nasty rep that had no intention of providing customer service, then he told me my drive was corrupt, this was a brand new drive that was just opened when I sent it to them, when I asked to speak with a manager he told me NO, he also would proceed to hang up the phone on me when I tried to get my point across, and then call me back, he did this like 3 or 4 times before I just didn’t pick up the phone again. Overall I feel they were wrong to not make sure they got in touch with me before deleting my material, I want my material on the drive and my drive or my money back.

We are very sorry to hear this issue the client has with our team here, and we would like to apologize for the inconvenience. We will be formally issuing the client a refund for this issue. We hope this resolves any complaint and satisfies our clients need.