[X]
Write ReviewJump to 
1
Helpful
Votes
Votes
CompuRecovery LLC Complaint - Worst Customer Service - Data Recovery
Data Recovery - Complaint
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.
Week Two
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 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.
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.
Week Two
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 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:
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 support@compurecovery.com Emergency Line, after hours: (440) 382-8826 www.compurecovery.com
Comments:
Posted by Anonymous on 2010-03-19:
You really needed to give them the password. Did they actually charge you for the time they had your drive?
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!
