ComplaintsforDataTech Labs Data Recovery

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Case ID: ****** then Case ID: ****** $225 was paid on 12/10/2021 for data recovery, I paid $29.83 shipping and handling on Dec 23, 2021.The 11-2-2021 925 AM email 11-8-2021 507 PM email describes my initial contacts with DataTechLab, but my problems with DataTechLab didnt begin until a later date.I clicked on the link in the 11-17-2021 345 PM email to review the ********* got my first surprise, all of the program controls for my computer were disabled so I couldnt start recording on Bandicam. I wasnt very concerned about not being able to record because I assumed DataTechLab was honest. After I clicked on the link in the 11-17-2021 345 PM email I was shown working video files. Most of the videos had not been edited but 2 or 3 video files were overwritten with static & circles except the tops of peoples heads sometimes werent overwritten with static. I immediately asked for the overwritten video files as soon as I saw them & again in my 18 November 2021 **** email.From the 11-19-2021 758 AM email the tech is trying to fix some of those files. So, I was left with the impression that DataTechLab was going to try to recover the 2 or 3 overwritten video files.The 12-7-2021 854 AM email left me with the impression that DataTechLab was able to recover the overwritten video files.In my 12-8-2021 357 PM email I thought I would be paying for overwritten video files that were restored & I again asked for the overwritten video files that werent restored.I discovered that I didnt get what I asked for in my 1-30-2022 **** AM email.In 2-22-2022 834 AM & ************* PM is a series of emails where I tried to at least get the files shown to me on 11/17/2021 but with no success.Later I bought ************ Recovery but it wasnt able to find the overwritten video files. I suspect the overwritten video files were destroyed while at DataTechLab since DataTechLab wont accept my offer to send the *** back & have them recopy them for more $.

  Business response

  11/22/2022

  Hello *****,

  We do regret you had to go through such lengths to have this issue addressed. We are currently in contact via email, and I do believe we can correct for this issue. I hope you will continue to work with me to find resolution to this situation - and we will address this internally to ensure such problems are more expediently handled by management in the future.

  
  Thank you,

  *******************
  

  Customer response

  12/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have a hard drive that I am unable to retrieve data from. I brought the hard drive to Datatech, and they gave me a quote. After the quote, they told me they needed to order a part to use to fix the drive, and that this would be a pass-through cost. I was sent an invoice of $275 for that part (not specified). Later, they said they needed another $125 for the part. Time passed, and eventually they said they were unable to recover data from the drive. I would not be charged because they could not recover the data. I understand that. I then asked for the invoice for the part they purchased since it was a pass through cost. That would also help me explain to other possible vendors what had been tried. After several emails, they told me they could not provide that since it is an internal document. I paid for the item. It was a pass-through cost. There should be no issue providing any documentation of what they spent for an item that was a pass-through cost.

  Business response

  04/04/2022

  Hello ****************, I regret to hear about your situation.While most drives are recoverable in our experience, unfortunately there are from time to time drives that are too far damaged for a successful recovery.This is an area in which Datatech Labs has wide capabilities and expertise, and very often find success where other companies may not. Unfortunately, working with these very difficult recoveries, we do have to be extremely thorough when it comes to obtaining the correct equipment. The parts cost that you pay is not directly a pass-through cost. It is an averaged cost based on both the expense of parts required for recoveries, as well as the time involved in locating and acquiring these parts. In cases in which the cost of the parts required exceeds a certain value, rather than raising our average across the board, we allow clients the decision to pay the additional expense as necessary to obtain the parts if you did not wish to proceed, at that point we would have been able to refund the initial cost you paid. We, at Datatech Labs, pride ourselves on high customer service and integrity standards. Any changes to a project with an estimate must be approved by the client, or we will not proceed. That said,once we initiate the work on an approved project, any non-refundable costs, are indeed, non-refundable. We provided receipts and invoices for the charges and can provide another copy if needed.

  Customer response

  04/04/2022

   
  Complaint: 15427741
  
  I am rejecting this response because: It was never explained that "time to acquire the part" was part of the cost. Not understanding that it is at least a little shady to refuse to show a cost of a part you charged someone is pretty obtuse. In this case, it appears you realized you would not be able to fix the drive, and therefore decided to at least get something out of a potential customer. At the very minimum, you could have explained, "the part cost this, and this is what we charged you to install that part," which is how mechanics and basically every other service provider operates. "We don't charge anything if we can't fix it" was what I was told...nothing was fixed, but I was charged. Ultimately, my credit card company worked it out. So, no, I would not suggest anyone do business with this company. 
  
  Sincerely,
  
  ***************************

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