EASTLAKE, OHIO -- Week One
I choose this company for data recovery because the Rep I spoke to, told me that they can recover data even if the drive is encrypted. I shipped a hard drive to them and called them when my hard drive arrived. I talked to a representative to find out when my hard drive will be looked at, and the representative told me the next day. I called the next day, and the representative told me that the tech will look at it that day. I called the next day, and the representative told me that the tech wanted to know who installed the encryption on my hard drive. Does it really matter who installed the encryption? The hard drive was sent to them because they claimed that they can pull data out of the hard drive even if it was encrypted. I told the representative that I installed the encryption. At this point I felt it was easier for me to talk to the tech to get all his questions answered. The representative told me that I could not talk to the tech and that the tech will have a conclusion on my hard drive issue by the start of a new week.
Monday came and I ended up talking to Katie (the customer representative that happened to come back from vacation). Her Customer Service was terrible. When I first spoke to her, I wanted to find out the status of my case. She spoke to me in an aggressive tone of voice as if I was stressing or bothering her with my call. Katie told me that the tech is still working on my case. I asked her to ask the tech if the issue was with the hard drive components, and if so; can the tech place the hard drive data platter onto a new hard drive. She told me that she had to contact the tech to find out my case status and that the tech would call me. I called the next day because the tech never called me. Once again, Katie spoke to me in an aggressive tone of voice as if I was stressing or bothering her with my call. Katie told the tech is still working on my case. I asked her if she found out if my case issue was with the hard drive components. She responded to me in an aggressive tone and she did not attempt to understand what I said. She told me that she wrote exactly what I said, but I can tell in her voice that she was frustrated that I was calling everyday. She told me that a tech would call me if they have any questions. I called the next day, and as soon as I told Katie my case number, she spoke to me in an aggressive tone of voice as if I was stressing or bothering her with my call. She asked for my encryption password. I told Katie that I would have to work with the tech because the encryption password was based on a challenge and response system. Was again, she told me that a tech would call me if there was anything they needed. I called back 2 days later so that I could give them time to look into my hard drive issue. I spoke to Katie again, and now she spoke to me in an aggressive tone of voice with heavy frustration breathing as if I was stressing or bothering her with my call. She told me that a tech cannot call me to complete the challenge and response that is needed. She told me that the only way they can look at my drive is if I remove the encryption. This company is funny. If there was no encryption on it, then there would be no reason to send the hard drive to them. I told Katie that the customer service that I received was terrible and I tried to talk to her and explain why I felt this way. While I was talking to her, I could hear the phone being dropped to the table. When I heard the phone hit the table, I immediately said hello twice. When Katie heard no sound, she picked up the phone and spoke as if she was listening the whole time. I confronted her about what she did, but she denied it. When I told her that I said hello twice, she changed her story and said she was grabbing a pen to write down my statement. It should not have taken 2 weeks to find out that my hard drive cannot be worked on by a tech. If I spoke to a tech in the first place, then all of this customer care middle man stuff would not have been necessary.
Please be very careful when choosing this company. You should ask if you can talk with the tech about your hard drive issue. This company did not attempt to have the tech contact me. I lost two important weeks on an issue that should have been completed in less than 1 week.
Company Response 03/29/2010: Hello Mr. Nole & all my 3 cents readers:
First off, we'd like to apologize for disappointing our customer in our services. We did not mean for this to be such a drawn out case and to be so frustrating for our customer. We strive to provide accurate and friendly customer service. So we do appreciate your feedback.
This case was a bit confusing in the way that it was handled. We could not access the user's information by our normal protocol. We made several attempts before contacting the customer to explain how his software was blocking all of our attempts. The drive was encrypted, which we all know can be extremely difficult unless accurate clearance is provided BEFORE beginning any kind of access procedure.
We did ask our customer for information regarding the media - obviously, the password. He could not provide it as the PointSec staff had a prompt and response procedure for allowing third party access to the drive. Our technicians do not work with customers by phone. We would have needed to send the media BACK to the customer, to have the customer do the encryption removal before even attempting to work with the drive.
This process seemed to prove far too time consuming, so both parties decided to have the drive re-issued to the customer. The customer opted to send in a prepaid shipping label to us. When we received the drive back from our lab (several days later) we shipped it to the customer.
We disagree with any accusation of "holding the drive captive." We service several hundred drives/media at a time and we do everything in bulk. For example, if one customer asks for their media back, we wait until the end of the week to see how many cases wish to be canceled, before collecting all of the drives and processing them in our shipping department. This is the reason for the delay, no other reason.
So once again we'd like to extend an apology to this customer, but readers, please understand we did not mean to make this such an ordeal. As you can see, encryption caused a lot of our time delay and we feel that the customer did not fully appreciate the extent to which we attempted to make this quick and painless. It was simply impossible.
Regarding our customer service team, we will take the appropriate action to ensure no future customer feels any sort of neglect or unhappiness regarding our staff.
Future or current customers, please feel free to contact our staff regarding any of your data recovery needs. We are more than happy to assist you as well as explain the sometimes time-consuming process that data recovery entails.
Call us, we can help!
Stephanie at CompuRecovery
866-424-5123 x 5007
Emergency Line, after hours: (440) 382-8826
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Credit Card charged; no service performed.
Posted by Doug on 2010-05-25
EASTLAKE, OHIO -- I sent my hard drive to Compurecovery in 2008. My VISA account was immediately charged $1299.00 in October of 2008. I was told that they needed a donor drive and that the drive that I submitted was not common and it would take time to find it. I waited for almost 2 months with no response or communication about my drive. I found another company which had a donor drive available and requested Compurecovery send my drive back to me. I understood that they had some diagnostic time and freight charges to get the drive back to me, which I offered to pay ($100 and $25) respectively. An audit of my credit card revealed that Compurecovery had not credited my account. I contacted the Company and was told that a credit would be issued to me (May 2009) I was told it would take up to 2 billing cycles for the credit to post. In November 2009 I again contacted the company about my credit. I was told that someone would look into it. In April 2010, I contacted the company and spoke with Katie. She said that she would check with someone in accounting and let me know. I received no response so I called the company on May 25, 2010. Again I spoke with Katie. Today she told me that I was not due a refund because they fixed the drive and returned it to me. I said that they had not fixed the drive, another Vendor was able to repair it and that I was due a refund. I asked to speak with someone else and she said that she would talk to someone and took my telephone number. That was 2:49 PM on May 25, 2010. It's 7:25 PM and I have not received a phone call or other response. I sent emails to support, sales and firstname.lastname@example.org. at 4:30 PM. Again, I have not received a response or acknowledgment. If Compurecovery had completed the work, why would I have sent the hard drive to another vendor and paid them (substantially less than what Compurecovery charged me in advance of providing the service) I am awaiting the response from Compurecovery and will update as necessary.
Company Response 06/01/2010: This case is actually much more simple than as is displayed here.
The customer sent his hard drive in for the data recovery service. We examined the drive, we found the issues to be mechanical. We explained to the customer that DONOR drives (twin/identical drives) would be needed to ATTEMPT the data recovery procedure. The customer agreed, to the non-refundable donor drive purchase fees, which were tied into the $1299 service price. We have a signed copy of the agreement, stating that the fees are non-refundable, under any circumstances. The customer agreed, signed and issued the data recovery process to begin.
We completed the data recovery, using several donor drives, each costing around $250.00 each. We moved the recovered data onto an external drive and prepared the package for shipment. The customer suddenly, when he found out the procedure was complete, attempted to cancel. Keep in mind, he had already signed and agreed to our terms WEEKS earlier. So he let us do the work, with the expensive parts, and waited 2 weeks before notifying us of having second thoughts. We apologized for the inconvenience, but explained that the work is non-refundable and he said he understood. So we sent the external drive, with all of his recovered data, back to him.
As far as we knew, he was satisfied, but then two years after the fact, he calls us to complain and wants a refund.
Non-refundable work done and completed is just that. Non-refundable. We cannot reverse time, and we apologize that the customer feels like we owe him something. The terms were agreed upon, he signed the agreement and then tried to get a refund from us. This is the exact reason why we have everyone sign the terms, and we make sure they understand the terms of the agreement.
If there are any questions, we can be reached at email@example.com or at 866-424-5123. Thank you!
Company Response 06/02/2010: I made a mistake in the first posting. I apologize. The customer contacted us after the work was performed. After the recovery was performed, the price was approved and the signed authorization form was sent to us he contacted us via email 2 weeks later, stating that he found a back up drive with the data he needed. However, the work was already done, so we cannot provide a refund after the time and labor exerted to complete the case.
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Posted by Frances on 2010-04-12
EASTLAKE, OHIO -- I looked up the closest locations that offered data recovery, and I found CompuRecovery on google. I looked at their website but wanted to call to speak to someone instead of trying to understand the terms and fill out the forms (I'm lazy and I was in a hurry!)
The Geek Squad at Best Buy in Olmsted Falls, OH told me that they could not do anything with my flash drive, that it was beyond their service technicians' expertise. So they actually told me about three companies: "major company 1 on google, major company 2 on google" (I don't know if saying their names is against the rules here... and last and NOT least, CompuRecovery. The first two companies told me that Toshiba drives only had a 50/50 shot and that they would charge me $149 (and one of them said $199!) just to LOOK at the media. This rang false, so I called CompuRecovery and spoke with Stephanie (did not get a last name).
She said I could drop it off that day and she would personally make sure the technicians saw it first thing in the morning. I didn't make it out to their facility until AFTER their scheduled closing time but they waited for me, which added to my confidence in a LOCAL, friendly firm.
The next day I received an email report of the problem with the media and as I was reading the email my cell rang and a technician wanted to discuss our options for the drive. He explained what would be done and how to go about moving the data onto another drive, which I also purchased from CompuRecovery at a fair price, considering if I ordered it for cheaper online it would delay my already impatient situation.
The price was more than I thought data recovery cost, but they explained that a clean room facility would be used. I didn't know what this was and now I do because I asked. They managed to get the data, send me screenshots of the recovered data and they waited until I came to their office again before billing me, so I could see them hook up my new external drive and show me how all the files were not corrupt or not missing.
This was done in a matter of 8 business days. This kind of service is so appreciated. I waited a month to write this review, to see if they would send me a follow up email seeing if everything was okay, and I received it this morning. So gold stars all around for CompuRecovery. Thanks for helping me and I will tell ALL of my friends.
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Posted by EZ on 2009-05-19
EASTLAKE, OHIO -- Do NOT use Compurecovery. Despite what was written by someone from the company, the previous reviews are correct. I was given an estimate of $199 and then when they got my drive they said it would be $2500. They said there was no guarantee they could fix it so I told them to send it back. Next I get an email saying they had a way to recover my data for $500, the same data they said couldn't be recovered. I have been asking for them to return my drive and now they want $45 to ship it back when it cost me less than $10 to ship it there for their "free" analysis. These guys have trouble speaking English and still have not released my drive. I will report them to the AG and the FBI. Holding my drive hostage is identity theft.
As of 5/29, compurecovery has attempted to get my posts removed as "slander". It would only be slander if it were not true, which it is. If Compurecovery wants to come after me, HAVE AT IT. I have receipts from Reliable Runners, and can get the courier and the agent to both verify all events, and emails from COmpurecovery and can prove everything I have written. Compurecovery should be avoided.