Siddhesh Virkar
Update 01/10: The representative reached out to me on 12/24 saying "They are working on the last head and platter currently. This means we are in the home stretch and finally expect to have an accurate ETC around Friday of this week". Once again, it has been past that Friday (11/26), another Friday (01/03) after that and today is the 3rd Friday since that promise was made. Secure data recovery continues to follow the pattern of saying they are almost done and then nothing for weeks. This is beyond ridiculous. Original review: Gave secure data recovery my drive in early October. Diagnostics was done in under 24 hrs and the representative Tim gives me strong assurance of how there wouldn’t be any problems recovering data, how they are able to seek assistance from the makers of the hard drive manufacturers even in difficult situations; and how they would quickly recover data in 2-3 weeks. Fast-forward weeks and all I am left with is week after week of checking on the status of the drive. No proactive communication, no nothing. Every time I call, “engineers are almost done” is the answer I get, followed by week of silence. Call them again, same answer. It is now over 2 months and there hasn’t been any update. All I want to understand is what problems the engineers have on the drive and get progress on the work. I had important work data with presentation in December and because of the lack of communication; and worst, assurance that it will get fixed “very soon” every time I called, I could not even tell them to stop hoping they will get the drive back. Now I have missed my deadlines and it has led to a professional and monetary setback. I can never forget this experience and I want to make sure people know both sides of the story. I got fascinated by these glowing reviews but all I have experienced is one of the worst and opaque customer service and week over week of assurance that the drive will be ready with no further updates.