Dell Formats Your External Backup Drive, Erases 3 Years Worth Of Data
Reader Robert's Dell XPS died. Under warranty, a Dell technician came to his house and in the process of "fixing" his computer decided to hook up and format his backup external hard drive, thus deleting 3 years worth of his work. Dell admits that they formatted his external drive but all they have to say to Robert is "Welcome to Dell." Robert's letter and timeline, inside...
April 7th - Top-of-the-line XPS Computer dies. Last words - "Hard drive failure." Fortunately for me, I have the Dell Super Duper You-Should-Never-Have-to-Worry-or-Suffer-Needlessly extended warranty plan. I feel confident in the personal guaranty I get from Dell.
April 8th - Called Dell support and say that the computer fails to boot. "I think it is hard drive failure, because the computer gasped with its dying breath, 'Hard drive failure.'"
Dell's response: "We think it is a Windows issue. Reinstall Windows and it will work fine." It does not.
April 9th - Marathon SIX HOUR call with Dell support during which time we uninstall and reinstall Windows, erase and replace the BIOS, unpartition and repartition the hard drives (several times), and perform all manner of terrible remedies to the computer in hopes of reviving it. None work.
Before we begin applying the electronic version of leeches to the XPS, the Dell support person asks, "We will have to erase the hard drive, is that ok?"
"No problem," say I. "I have all my information backed up on this external hard drive. As long as no one touches the external hard drive*, everything will be fine."
"I think it is the motherboard," says Dell support eventually. "We will send a technician out. You should receive a call from the technician within 48 hours."
The technician never calls. *ominous foreshadowing
April 10th through April 17th - Wait for technician to call. Emailed Dell Support several times with issue number and nice little note asking about the technician call. None of the emails responded to.
Used Dell Support Chat a couple of times from work and get runaround about how much they want to help, but unless I am sitting by the broken computer, pulling my hair our in frustration when they ask me to reinstall Windows one more time, there really isn't anything they can do.
April 18th - Talk to Dell support chat on my laptop while sitting in front of my broken computer. Dell says, "Oh, you are using the wrong Windows installation disc, the wrong Dell support disc, and the wrong Dell diagnostic disc. We will send you the right ones." They send me the wrong ones.
Specifically, they send me the Dell diagnostic discs for their bottom-tier laptops instead of their top-tier XPS desk tops so none of the drivers on the disc work. AND Dell sends a French-language Windows installer disc, apparently because they want to reward me by giving me the opportunity to learn a new language.
May 9th - Long, involved, multi-hour chat session with Dell support. Dell support person says that yes indeed , they sent the wrong discs and they can try to send the right discs again to me.
Logic dictates that if they just try enough times, eventually they might correctly address my problem once, right? Sadly, I am past the point of logic.
I express a level of frustration and contempt that gets me transferred to a supervisor. Dell supervisor tells me that I might have been right after all and that it probably isn't a software issue. They agree to send out a technician.
May 13th - Dell technician comes out to the house. (I was at work and my wife was supervising the technician. He assured her several times, "I know what I'm doing.") Doesn't replace hard dives properly. Somehow, my 300GB hard drives gets magically replaced with a 150GB hard drive.
Also, the technician decides to plug in the external hard drive, the one I use as a backup into the computer and format it.
Apparently Dell technicians are NOT trained on the fact that FORMATTING A BACKUP DRIVE DESTROYS ALL OF THE BACKUP DATA ON IT.
May 16th - Dell support tells me that, yes, a Dell technician came into my house and effectively deleted about three years' worth of data. All the personal data. All the professional data. All of those iTunes files I paid for and backed up so that money wouldn't be wasted.
Everything. Now gone.
But somehow, thanks to the power of corporate magic Dell is not really responsible for this. They owe me nothing for my time and my grief and while they are very sorry for the fact I am effectively up the creek without a paddle, AND while they pretty much admit that they pointed me to this particular creek and then stole my paddle, I'm really on my own here.
So... um... that's my customer experience with Dell. I drop a large chunk of change and buy their top-tier computer and then pay extra for their top-tier customer and technical support and am rewarded by having my external back up hard drive erased.
Thank you Dell for taking all my money and then repeatedly kicking me in the virtual nutsack because it amuses you so. Thank you Dell for making me angry enough to blog about what a craptacular waste of time and money your entire support network is.
But mostly Dell, thank you for giving me a story to share with each and every person I know who comes to me and asks what kind of computer they should buy. Because I plan on sharing this story with as many people as possible for years to come.
Wow. As if we needed another reason to hate Dell, we can't imagine why the tech would mount an external hard drive and format it with blatant disregard to its contents. We're not sure what all of your lost time and data is worth, Robert, but we would really like to see Dell try to make this right.
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Comments:
Jesus, talk about incompetence.
I know you have the parts warranty & all through Dell, but these days it really pays to make sure you have at least one good friend that is computer savvy.
I'm so glad I'll never have to deal with a PC manufacturer's "technician".
Can incompetence be so pronounced that it is indistinguishable from maliciousness? I can believe that someone mistakenly thought the external hard drive had something to do with the laptop’s issues. I have a lot of trouble believing that someone mistakenly thought that formatting the external hard drive would have been a good troubleshooting step.
He must of been very patient because if that was me, you would be hearing about it on the 6 o'clock news.
Depending on how he formatted the drive, all the data might not be gone. Get the disk to Ontrack or other data recovery service and make Dell pay for a full recovery. Might be well over $1000, but you should get most of your data back.
Not to be a real ass, but how did you unpartition and repartition a failed drive several times?
Dell are a bunch of assholes. I was deployed to Iraq when the internal battery charger on my laptop died. Meaning, my battery would no longer charge, it had to be plugged in. Dell says they will pick up your laptop for service if under warranty. Hmmmm.... not from an APO they won't. So I lost my warranty with dell because I was in a freaking warzone and I had to pay to have my unwarrantied laptop fixed 13 months later. SCREW DELL!!
@Noiddog: They wouldn't even send me a freaking self addressed shipping box for me to ship the laptop back to them. *cry*
I hope Robert has looked into trying to recover the data from his hard drive, because it is likely all still there to be found. There is plenty of Data Recovery software out there that can help you recover everything, with the help of Google. It isn't very hard to do, and would be easy to use on an external drive. If you need, I'm sure a local computer expert would be glad to do it for you, but you are best off learning how to do these things yourself.
It shouldn't be difficult to recover the data from the external drive as long as it was only formatted. If you're in a city of any size, there should be data recovery companies. There is also freeware/shareware that would do it.
I would bring it to a service that specializes in data recovery. It may be possible to get the data back before you write over it...(reformatting doesn't really 'delete' the physical info from the disk).
Best case scenario, you get your data back...worst case, you have a bill that you can stick Dell with in small claims court.
Good luck.
@jyindc: More on formatting from the Wiki:
Recovery of data from a formatted diskAs with regular deletion, data on a disk is not fully destroyed during a high-level format. Instead, the area on the disk containing the data is merely marked as available (in whatever file system structure the format uses), and retains the old data until it's overwritten. If the reformatting is done with a different file system than previously existed in the partition, some data may be overwritten that wouldn't be if the same file system had been used. However, under some file systems (e.g., NTFS; but not FAT), the file indexes (such as $MFTs under NTFS, "inodes" under ext2/3, etc.) may not be written to the same exact locations. And if the partition size is increased, even FAT file systems will overwrite more data at the beginning of that new partition.
From the perspective of preventing the recovery of sensitive data through recovery tools, the data must either be completely overwritten (every sector) with random data before the format, or the format program itself must perform this overwriting; as the DOS FORMAT command did with floppy diskettes, filling every data sector with the byte value F6h.
That's a good thing that you were so responsible to back up all your data. It's also a good thing that I wasn't there, because I'd probably be in jail right now for cutting off that technician's mousing fingers.
People think I'm crazy/backwards, but this is still why I buy CDs and not mp3s through iTunes.
That being said, Dell screwed up big time. They should compensate the customer for all losses.
After several years of, dare I say, Dell "Support", I'm with this guy... I wouldn't give those fools another dime.
5 hours to replace a motherboard?
3 different times to my house to replace the lid on the laptop?
3-4 HDD's needing replacement in 6 months?
Neh I say! Neh to it all!
@jyindc: Unfortunately, certain files, such as compressed audio and video files, are very difficult to recover with most software and services. When I accidentally cleared the file table on one of my home systems, I was only able to recover image files, text files, and whatnot. My MP3 files were simply gone. Paying out the arse will most likely be this person’s only option, so I agree: Send Dell the bill!
True, the MP3s might be gone, but at least he might be able to get his business and personal data back. And he'll get to bill Dell many hundreds of dollars for the trouble.
Ahhhh don't touch that external hard disk!!
It is easily recovered and not that expensive!! I have several pieces of software that do a complete restoration of reformatted drives. Generally for less than around $200 or so.
Check with some local (not big box) PC technicians.
All assuming you don't write a bunch of new data to the drive - then all bets are off, and if the data is critical to your life - send it to the data recovery people.
This loss is about the technicians that Dell hires local to service customers like you in a geographic area.
The techs that I have used have been extremely knowledgeable and professional.
No loss of data, quick professional change out of a motherboard, laptop, EVEN though he knew it wouldn't fix the problem, but that is what DELL ordered him to do.
As the system was booting, he called them and started telling them it wasn't the MB and processor, and to send him the right parts.
Back 2 days later and fixed it again the right way and the laptop was happy again!
I think that Dell needs to check into these techs they hire and require more training and background then they are accepting. OR let them know that if they hose a job, they are responsible.
If the files are extremely important, I'd recommend a program called GetDataBack. ([www.runtime.org]) This has saved my ass countless times, and I've been able to pull data off of drives that were formatted 2 times over. It only costs $69 for FAT (also FAT32) and $79 for the NTFS version.
@shufflemoomin: Not to be a Real Ass Part 2 - you left your computer with your wife knowing a Dell Tech was coming to your house?!
If all he did was format that drive, yiour data can be saved. DO NOT WRITE TO THAT drive. in its formatted state it can be recovered.
Hey. If you have not written to that drive, send the disk to me. As a fellow consumerist, I am willing to do the data recovery for free. You just pay for the shipping.
I've learned to keep all my goods on external hard drives, and leave the programs and OS on the main drive. And, like keys or credit cards, I take my external drive and lock it up whenever strangers or guests come over. With an external drive, there should be some responsibility by the owner taken, especially if he's constantly insisting to ensure that his data doesn't get nuked inadvertently.
The bad part is dell is one of the better companies to get support from. The only other way to avoid this is to make your own comp. You can get a bad tech from any company.
PS if the external hdd was blugged in during an xpsp2 install it would recognize the externall hdd as a drive on the system and maybe the tech accidently formatted and partitioned the drive from within the xp sp2 setup.
No doubt the technician and Dell are at serious fault here. But if I were this guy, I wouldn't have left the external HD accessible to the technician, knowing that I couldn't trust Dell or their techs anyway.
/just sayin...
OnTrack's software has saved me many a gig of data off of otherwise trashed hard disks. Contact them directly and fedex the drive to them. And tell'em the story and ask if they could bill Round Rock directly.
I'll bet they will do so with great gusto.
If it's really important, it would be backed up in multiple places. Hard disk failure isn't a question of "if", it's a question of "when". It's extremely not wise to have important data all in once place for that reason.
How hard is it to disconnect a book/external drive? The tech couldn't have formatted it if it wasn't hooked up to the computer to begin with.
P.S. I've used PC Inspector to retrieve deleted files with good success.
P.P.S. Dell's warranty support for businesses (including small business, which can even be individuals) is much better than their consumer services.
I have had only positive experiences with Dell's support, so far.
Instance 1: Hard drive on my parent's desktop failed. Technician came out, for free, replaced it, for free. I handled the Windows re-installation.
Instance 2: My new laptop didn't ship with a Windows XP disc. Instead, it has a glorified "recovery partition" (read: Wasted Space that is useless if the hard drive dies or becomes corrupted). I called up, and asked for the disc. All the drivers and preinstalled software was sent to me, for free.
Instance 3: Somehow, my XP disc was misplaced. I have no freaking clue what happened to it. I sent in a request for just the one disc via their online form. Despite a glaring message that "only one set of discs per computer" is allowed, I was sent another set for free. I'll have to wait and see if they try to stick me with a cost sometime down the road...
If I ever have computer problems so that I know my external drive is my only reliable source of my important data, I'm putting that drive somewhere safe where no one will mess with it. After reading this I guess its not worth the risk to keep it conveniently on hand all the time.
Anyone know if there is a basis for suing someone for data loss? I suppose it would set a scary precedent for gray areas if it worked, but it would be nice to see Dell own up a bit more.
As for their techs, I think I'd ask to at least see proof that they're A+ certified. I'm sure the local news would love to cover a story on Dell not having techs that are trained in the basics, should Dell refuse your requirement.
Yes, DO NOT touch that drive. Your data should be easily recoverable as long as it is not overwritten.
And @darkrose: read before you speak, he says plainly that the tech PLUGGED IT IN.
"Also, the technician decides to plug in the external hard drive, the one I use as a backup into the computer and format it."
Engage your brain before your mouth, the guy has had a rough enough time as it is.
@darkrose: How hard is it to disconnect a book/external drive? The tech couldn't have formatted it if it wasn't hooked up to the computer to begin with.
You forgot to read the part that said:
"Also, the technician decides to plug in the external hard drive, the one I use as a backup into the computer and format it."
@heavylee-again: So he should have to lock up his equipment when a tech comes out? That makes sense.
@BoomerFive: I didn't say lock it up, but if the data were that important to him, why not? I keep one of the backup methods I use in my safe. But what I meant was, take it off the desk and put it in a drawer or in another room.
Ok, so I'll have to HIDE my external drive, next time I'll need tech support. That way the tech won't find it.
But where Dell found this ''tech'', I'm not very knowledgeable in computer, still I would never do something as stupid as formatting external hard drive.
@BoomerFive: read before you speak, he says plainly that the tech PLUGGED IT IN.
Yes I saw that, but it still doesn't change the fact that the guy has ZOMG REALLY IMPORTANT STUFF(TM) on a writable drive. I've never been able to format a standard DVD-ROM, so maybe I'm missing something.
Let's talk about my system for data backup for a moment to illustrate how I do things:
I have a 1TB(ish) Linux box, 4x500GB SATA disks in RAID 1 config + 120GB (IDE) primary OS drive. DVD burner installed in the server. It acts as a Media/MythTV backend, file server, development server for PHP/mySQL, and general "tinkering" machine. I also have 2 other computers (my workstation, son's computer), and a laptop. I should point out that the only thing new on the Linux box is the 4x 500 GB hard drives and my tuner card for Myth. All other hardware is retired/hand-me down from other computers, the entire set up cost me around $500 with these pieces/parts.
I do not keep data on my workstation. It all goes on the server. If it's REALLY important, it also gets committed to a nightly export to a 200GB book drive that is completely encrypted. Every year, I back the 200GB disk which really only has a couple gigs of data, if that, to an encrypted DVD. I do it every year right after I do my taxes. This disk gets put in my firebox safe and last year's gets run through the shredder after sufficient marking up/scratching just to be sure.
So as you see, Data gets completely backed up (mirrored raid), REALLY important stuff gets backed up twice (mirrored raid+book drive), and OMG THIS IS LIFE OR DEATH stuff gets backed up three times (mirrored raid+book drive+DVD).
You may say this is a huge PITA but everything is done automagically via cron jobs except the burning of the dvd which is done with a simple script I wrote to execute on-demand. My data is worth a little work. I think people have lost sight that it really takes just one mis-click and their data could be gone. Backups are still important, even today.
I cannot believe that the tech plugged in an external drive and formatted - or what brain damaged rationale he went through to think that was a "good idea". I think you got a valid negligence case there.
Try to get the data recovered, it may not all be lost. To the fellow consumerist offering to recover for free, don't. Bill him. Bill him well for your services. Get Dell to pay this bill. Of course, do not sent him to collections if all attempts fail... :-)
I have a C drive in my desktop computer at home, and I installed two more drives. The C drive has software and the files I'm working on at the moment, one of the other two drives is my data drive, and the third is a backup of the data drive, periodically synced up using SyncToy. I've got an Ethernet dual drive housing that, once I install drives in it, will be another backup available to any computer on my network.
@darkrose: darkrose, that's a nice backup system, but I doubt the average user is going to know how to do shell scripting and set up cron jobs. It's simple for you, but you have to admit that your process isn't easy to put in place for most people.
I think I'm going to apply for a job as a Dell technician. I've never owned a Windows machine, but clearly lack of knowledge is not a barrier!
Yeah this is why I never let Tech support or anyone touch my PC. I had a similar problem but I just searched around the net and that combined with some prior knowledge was helpful enough.
Really though if your External drive had everything on it why even risk having it by your computer if someone is coming to work on it. It takes 2 seconds to unplug and move to the bedroom or in a box somewhere.
PS. formatting is not the end of things. If you can buy a unformat prog you should be ok, as long as you didn't add new information to the drive. I got back 40-50% of my blown drive after i reformatted and reinstalled windows. It might just take alot of searching cause you get many useless files.
@Noiddog: You did leave the country. I think those warranties are only good in the US, and even then maybe only in the continental US. Should be in your warranty, but I'd be shocked if the warranties weren't US-only.
Gee I remember a time when Dell was actually known for its GOOD customer service. I guess those days are gone, never to return.
DON'T TOUCH THAT EXTERNAL DRIVE!!!
I'm a Systems Admin and I've used all the products mentioned above by other folks, and while they all do work, the one I recommend you look into is R-Studio. I've used this program to recover past TWO formats, recover fractured RAID arrays, and generally do what is thought impossible. AND it's relatively cheap, at $80 for the online license. The free demo version will actually show you what files you'll be able to recover before you actually pay for the software.
R-STUDIO FTW!!!
J=}
Acronis Disk Utilities has recovered formats and repartitions on many occasions. I've only had good luck with Dell (always business gold support), but I watch 'em like a hawk.
The tech is probably NOT a Dell employee, would calling his employer do any good?
That is so horrendous - hope he sues them blue