I contacted Fields Data Recovery regarding a laptop that had failed and used eMMC chip memory instead of a standard hard drive. They were informed in both email and conversation that the issue was that the power supply on the mother board had failed and the computer used not a hard drive but eMMC chip memory. The service I requested was a recovery of the files from the eMMC chip. Fields assured me this was not a problem, that they did this all the time, and that such services start at, and usually cost $199. They also stated that I would get a list of the files that could be recovered, and there would be no charge if not successful.
I shipped the unit to Fields and several days after shipping, contacted them as I had not heard from them. After two phone conversations I received a call with a message from their engineers asking if we had removed the hard drive prior to shipping. I explained again that there was no hard drive, it was an eMMC memory chip.
I then got a call from them stating that the unit required a completely different procedure, that it was not at the right office for such a procedure (called a chip off) and that the procedure would cost $960 dollars, the bulk of which was payable in advance, was non refundable, and that there was no guarantee of success.
Thus, I came to the following conclusions
- The personnel answering the phone had either ignored my statements about the eMMC chip storage or were ignorant as to what it was. If they were ignorant, then they should have escalated the case to someone who understood.
- The engineers who worked on my computer ignored the case file notes.
- The engineers who worked on my computer could not recognize an eMMC storage system (note these are supposed to be top talent computer storage personnel).
I also received a letter from them that did not accurately represent the issues, but rather said that the drive (again, no drive) needed to be sent to the R&D division, have parts procured and replaced, be put in a clean room, etc. etc. etc. none of which is part of the chip off procedure, or what I had been told on the phone.
I asked for the laptop to be sent back to me, at which point I was told it would cost $60, and that there was no less expensive option. This is at odds with their letter to me where they acknowledged that it was a laptop I was sending, and stated specifically that offered a free USPS return option should I not want to go forward. When I paid the $60 the person who took my money could not tell me when the unit would ship. When I did get my tracking number I found that it was shipped via UPS ground (despite being told in email that I would receive it that day - overnight) which at full retail cost was $11.04 (I am sure that as a large customer they have a substantial discount). So it would appear that the rest of the money was a "fee" for them looking at the laptop, figuring out that it was what I told them, and telling me it would cost almost a $1000.00. When we received the laptop back we found it had been packed in a random box, 10 times the size of the laptop, with a single layer of bubble wrap and no other packing so basically the laptop was loose in the box (note, it had been shipped in a padded, packed box made for laptops). Additionally all the screws that were removed to open the unit had not been replaced.
I have attempted to complain to Fields about some of these issues but their response has been to ignore my comments and rather attempt to place all blame on me for simply being unhappy with the price. I am unhappy with the price. I am more unhappy that I was mislead, that I feel this is bait and switch, that despite being given proper information it was ignored, that the letter to authorize work presented a false list, that I feel I was charged for it being examined, that I was told it was express shipping and it was not, that it was so poorly packed for return and the poor poor level of customer service.
I would judge the practices of this company to be exceptionally deceptive. Their strategy is to get the hardware and then convince you of the need to pay them. And then when you say no and complain, they become hostile and uncooperative.
AVOID THEM AT ALL COSTS. read more
