DataRetrieval.comReviews of dataretrieval.com

Great customer service!

After discussing my situation with the customer rep and then discussing things with the director of operations. We came to a understanding that the ball was dropped. I discussed my concerns and why we were upset with their company. Overall after our discussion i came away feeling much better about what had happened. Would i use this company again? Maybe. For a solid state drive probably not, but for a physical hard drive i would give them a second shot.

In an effort to provide veritable information to the public looking for a company that can retrieve their files, I write to update my review. Since the catastrophic experience I was personally contacted by high level managers who showed personal interest in not only correcting the past experience but providing excellent service going forward. It did take me some time to reach them but once I did, the company has been professional, efficient, and, most importantly, very polite. It seems they are taking measures to address the gap and have uniformly good service. Based on this I am updating my review to reflect that on average, the experience has been good (very bad beginning and a good end). I recommend file retrieval. ___________________________________________________ Previous review My most recent experience felt like I was talking to a used cars salesman. If a customer is willing to pay an outrageous sum and sign off their credit card information without knowing what they are agreeing to or signing then the experience goes smoothly. I turned in my laptop and received a timely diagnostic. During the first diagnostic I was told there was a high chance the laptop was damaged beyond repair but the company did not asses the laptop in detail since they specialized in data recovery. This sounded fair. After two weeks I received a call from the first representative, a very friendly and professional contact. I was waiting for a final price from him when a second representative took my case. This person was aggressively pushing for a sale using hyperbole and unfounded guarantees. He even said my laptop was now turning on and showed no issues when all previous representatives had been honest with a different diagnostic. It was clear he was more interested in taking my credit card information than in delivering a professional service. During the call he did not know the model of the year of the device. He first said my laptop was in SanFrancisco while he was in Ohio and later said he spoke with an engineer in Ohio who had my laptop. We had found a final price when when i began asking about the companies policies in the off chance things don't go 100% (as has been the case with some of the reviews on this page).The representative got very aggressive, raising his tone of voice, speaking faster and sounding distressed (saying things like "are you kidding me!"). I had my credit card in hand when I asked him to send me information on the terms I was agreeing to (final price, total charges, guarantees, etc.). Even restaurants and clothing stores have this printed on the receipt. If this is a transparent trustworthy company, what is so threatening about sharing the policies both customers and company are bound to when payment is made? Long story short, when I asked to know what i was paying for in writing the representative screamed "Are you kidding me, have a nice day, bye" as he hung up the phone on me. The once respect I had for this company is completely deleted. Judging by other bad experiences on this thread, at this moment I would not trust them with my credit card and much less with my device.

This is an updated review. My original experience was one of deep frustration with their service and the original review reflected that. However, Fileretrieval customer assurance contacted me regarding my review.They were very apologetic about my experience, listened to my comments, agreed that it fell short of their expectations and provided an agreeable solution. Given my earlier experiences with the company I was pleasantly surprised by their response to the review and their willingness to try to come to a satisfactory resolution. It is always nice to deal with a company that actually responds to feedback, especially negative feedback, and makes the effort to use that feedback to improve their customer experience.