As I have read on complaint before, I have experienced the similar service and pricing issues. We have used Data Recovery Corp in the past as well and it seems that their service continues to decline every time
First off, I request quote and receive ball park number of around $1,000. I agreed to pay 199.00 for priority service as this would give me a 4 day turnaround. After drive was received at Data Recovery, I received a basic email that asked for permission to recover data (hence, get permission to bill me for the cost). This email received without pricing information, so as a responsible person should, I requested the price before I can give the ok. To my shock, the price was 2860.00.
As a prior customer, Data Recovery gives a 50% discount off recovery price, and this fact was entered into the case. So if this price is accurate to my situation this would mean recovery for a single RAID0 segate 250 gig drive would be over 5800.00 (doubling price as I was to receive a 50% discount) - obsurd. Back and forth communication went on for about 3 days, then all communication stopped.
During these three days, I was given a final price of 1380.00. During the silent treatment, I had not idea where my data was, if it was recovered, if the company went bankrupt or what. After about another week of leaving messages and emailing the company, I receive notice that the recovery took longer due to "donor heads failed as well" and new heads required to be ordered. Then all I needed to do is give ok and pay a reduced amount for recovery and data will be moved to the drive which I provided. About a week later, and several VM's and emails, I contact Data Recovery to speak to a manager. The person I was speaking to stated "this case was poorly handled" several times and apologized. This rep gave me the direct extension to their manager and asked me to call him back in about 30 minutes.
I contacted the manager and to despair, find out even the management team does not provide the same information as customer service reps. Manager explained as manager, I can see more information regarding your drive we do this for security of your drive location so information I am providing is accurate. Manager stated my drive was really in bad shape and condition require them to send my drive to a specialist in UK for recovery. This took 4 days and cost Data Recovery 200.00 in shipping alone.
Since Data Recovery advertises most advanced recovery in every communication, why would they be required to send drive to UK. They have 3 offices in the USA and some more in Canada. The Answer: this was a very difficult recovery and the ONLY person that could accomplish this task was in the UK. Data recovery in not as simple as changing a tire on your car. Great words but what does this really mean, some reps are not trustworthy, customer service takes second seat, expertise is not available in US. How about providing customer with accurate information regarding recovery process. I feel these statements are just excuses or diversion attempt to take control of the conversation.
End result is as follows:
1. Data said to be recovered as of 3/10/09
2. Drive sent to Data Recovery on 2/18/09
3. Original final quoted price = 2860.00
4.50% discount not freely given, but granted after questioned
5. Drive expected in mail between 3/11 to 3/13/09
6. Priority service fee paid
7. Appears that price reduction slowed the ball from rolling
8. Different information provided from each person I spoke to
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