Secure Data Recovery Services — Local services in Mayfield

I’ve been dealing with Eric Dvorin from Secure Data Recovery from the Cleveland, OH location from 09/17/20. I had shipped out the hard drives (with my own shipping label) and it arrived the next day at their location. The email respondence was decent and then it started to lack drastically. It took them a couple days to let me know their findings, however, for one of the drives they stated that they were still working on it. I had to email asking what the status of the third drive was, as I was not getting frequent updates. You would think with a highly recommended company that their customer service will be much more on point. We still required further information on the third drive, and we had questions for the engineer. We had asked Eric if he could put us in touch with one of the engineers, as we had questions that he could not answer, to no abide he did not have any one reach out to us. We had spoken to him on the phone several times and had also asked if we could speak to an engineer while on a call with him. The information he was giving us and the questions we had asked, it seemed as if he lacked knowledge. On 11/04/2020 I had stated that I want two of the three hard drives shipped back to me. On 11/05/20, I approved an over-night shipping label and expected it to arrive in the mail the next day. There was no follow up or anything from Eric Dvorin about whether or not he sent my two hard drives back as requested. I checked on the Fedex website only to find out that it was never sent out. I tried calling Eric several times but reached his voicemail. I emailed him on 11/12/20 letting him know that I had not received the drives… WHAT IS THIS COMPANY DOING???!!! When a customer requests for something to be sent back, you send it back – you do not wait further because you want to decide for them! COMPLETE DISRESPECT FOR ACKNOWLEGEMENT. On 11/12/20 Eric emails back letting me know that he wants to know about the third hard drive…AGAIN, I asked for two of the three hard drives to be sent back – why was it so difficult to proceed as requested?! On 12/03/20 I had called Eric and left a voicemail and emailed him requesting a supervisor contact information. Eric did not return my call, I had to go through another representative ( which he was somewhat helpful as he provided Eli – The manager’s extension number and let me know he will reach out to Eli for him to give me a call). Eli emailed me on 12/04/20 stating that this was brought to his attention. I have requested the director or principal’s information a few times – 6 times to be precise from both Eli and other representatives from a location in Atlanta – Both failed to provide me with the details. If there is something is needed to be escalated and a consumer is requesting a call back several times – you pick up the phone and call the customer back. ITS BEEN OVER A MONTH AND I STILL HAVE NOT YET RECEIVED MY HARD DRIVES!!!! Is this the level and quality of work that you guys produce?! How is your company’s rating so decent when you cannot even get a call back, nor have your hard drives sent back as requested!! I have paid for a shipping label, so What on earth are you guys hanging onto my...

It is a fact that one of the major byproducts of our living in the digital age is data. The term seems like a cold bunch of ones and zeros, but it is so much more than that. It’s a JPEG of your 1st newborn with your wife and you smiling. It’s a collection of writings in DOC or TXT format that will become the next great American novel. It’s the music file that contains the song that you danced to at your wedding.

We’re all told that it’s imperative to protect our data by backing up our hard drives. We all mean well but with so many things in the “to-do” list it gets relegated and procrastinated.

I had off loaded all of my music (about 55K songs accumulated over several years) to a free up space on my Mac. I had intended to make a backup copy…see the “to-do” list above. If you’re like most music plays a big part of your life – playlists to run to, playlists for long drives and playlists to drink to. It’s always assumed that the music will play when and where we want it.

Imagine my horror when I hit play and all of the songs had the dreaded “i” next to everyone! After the realization that my external drive had failed, I needed to find someone to help me recover the files if possible.

The stars were aligned, and I found Secure Data and a very caring rep by the name of Chris McMacken. Their website is filled with information and their client list is impressive. I filled out the online form and crossed my fingers. It was later in the day, so I figured that I’d get an email with some next step instructions. Wrong! I got a call that day from Chris who explained the process. I was in luck and they had an office close by, so I was able to drive and drop off the crashed drive and a replacement.

Until an examination is made there is no way to know the possibility of recovery and the cost of that recovery. Secure Data makes the examination at no cost, and they have state of the art facilities to ensure that any data that is on the disk is safe – dust is the kryptonite of hard drives – imagine the clean room they use at a high-tech commuter chip or maybe a James Bond villain’s secret lair.

After the assessment, it was determined that the drive had a bad read/write arm and it could be repaired and the data transferred to the new drive…que Queen – We are the Champions!

During this time Chris kept me up to date with both emails and calls. Chris is called your “Dedicated Account Representative” on the client portal. The word “dedicated” can be defined two ways - (1) exclusively allocated to or intended for a particular service or purpose or (2) of a person) devoted to a task or purpose; having single-minded loyalty or integrity. Chris is definitely the second definition. He really had empathy for my situation. It is clear that he viewed me as a real person and not just another name on a list. He listened and answered all my questions and concerns. He made me feel that I was their only client. He also was able to work out a price that softened the financial impact a bit and that was greatly appreciated.

I am listening to Dave Brubeck playing Take Five as I write this – a timeless song released in 1959. Thanks Chris and Secure Data for...

I accidentally lost about 60 irreplaceable videos and pictures that belonged to a close friend, due to a mistake on my part when copying the files from his phone to a computer. I was in an absolute panic, since the files were from a once-a-year event and were irreplaceable, and my friend had entrusted me with copying them over.

I spent two hours that day researching and calling data recovery companies. The first two companies told me that there was no way to recover deleted files from that type of phone. Another company told me that they could get them back but that they required a $99 fee up front just to determine whether the files were recoverable. This initially sounded reasonable, but then the salesperson got really pushy about paying the money as quickly as possible to start the process, and it just felt like a red flag.

Then I called Secure Data Recovery and talked with Ryan Wiggins. I was almost crying by this point because I was so desperate to get the files back and I had already had to rule out several other companies, but Ryan was calm and reassuring and clearly knew what he was talking about. He told me it was likely that they could get the files back, although there was no way to guarantee it (which made sense and actually made me trust him more), and that Secure Data did not charge for an initial analysis or for files they could not actually recover. I spoke to him a couple more times that day via email and phone, and he was responsive and helpful every time. After looking through the company''s reviews and testimonials, I sent them the SD card from the phone.

Ryan kept me informed of the status of the recovery efforts and answered every question I asked promptly and professionally--even when I asked things more than once out of my desperation about getting the files back.

Secure Data initially thought they couldn''t recover the files because they weren''t in the deleted data on the card, but when I explained exactly what had happened, they ended up finding them after ascertaining that there had been a glitch in the drive such that I hadn''t been able to see the files on my computer or on the phone. Ryan sent me screenshots of the files they thought they could recover so that I could confirm that they were the right ones, and he had endless patience with my requests for verification of the status of the process. When I would send him questions in the late evening, I came to realize that apparently no matter how early I woke up in the morning, there would be an answer from him waiting for me.

Secure Data was able to recover all of the files I had lost, and they shipped them to me promptly and packaged everything up carefully so that there weren’t any issues.

I already referred Secure Data to one friend and would absolutely use them again as needed. They do amazing work. Considering the anguish the loss of the files caused me and the incredible relief I felt when they were able to get them back, I am so, so grateful to Ryan and the rest of the Secure Data team for their technical skills and their ability to reassure and help people who are dealing with very...