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Dell Datasafe
I have been having a Dell Datasafe problem for over 3 months now, and I am not getting resolution. Despite continuing to promise me that they are working on the error LA4104. Basically my Inspiron 1520 crashed, and I had to rebuild my system. Prior to doing that, I ran a Datasafe backup. It showed as successful. Since mid-June (it is now Sept. 15!!), I have been trying to get Dell to work on this issue. The Datasafe software shows my Storage as 2.53GB free of 3.00GB available, so there is definitely something there, however every time I choose Restore, I get the error LA4104: Invalid Data Format 4. Dell staff have now told me that they can not restore my data (no reason given), and will try and roll it back. Despite this being a "Manager" and a promise on August 3 to rectify my problem, I continue to have no backup of all of my files. They have now told me that they will roll back my files, but that was on Sept. 2 and it is again Sept. 15 and no further response from Dell. Of course work docs, legal docs, many irreplaceable photos and tons of music I've paid for - all gone. I have had an absolute nightmare experience with Dell Support, and sincerely regret making this purchase of hardware and a support package. Has anyone seen this issue before, or has anyone had to have a Datasafe backup "rolled back" to a previous version, and had any success in getting any documents back. Has anyone had good service from Dell???
Now I'm getting an email from Dell saying my account will expire Sept. 22, and files will be deleted if I don't renew.
Thank you for your response. The Tech Support people at Dell are very aware that this issue is still not resolved. I email them once a week...:smileyhappy: They just continue to tell me that they are working on it. There is never an indication of when I can expect a response. As mentioned before, this has been going over for over 3 months now. Every time I talk to someone there, I get a different person, have to repeat my whole story over and over again and repeatedly get commitment that they have "taken ownership"... yet I never hear back, and I have to initiate follow up again either by email or by phone. I do now have the name of a "manager", but he doesn't get back to me either. I emailed again yesterday, and told them I got the renewal notice and was concerned about my data being deleted for good. They responded back "we continue to work on it", and did not acknowledge my subscription expiry. It is very frustrating... to say the least.
If you could contact your friend, that would be awesome. Who knows if he can help, but it can't hurt, right?
Karen
Sure, I would be happy to forward your info along. If you can, shoot me an email (my address is in my profile) with the email you used to register your Datasafe account and he should be able to tell us in about 5 seconds whether you're on the radar on their end yet and if so what the status is.
Scott
dsopro
97 Posts
197
0
Posted September 16th, 2008 13:00
Hi KB988,
It sounds like you have had a very frustrating experience :smileysad: . It seems like once in awhile the Dell support staff gets their wires crossed and tickets end up in limbo.
Your data should be restorable one way or another. With an error like this sometimes they will have to restore the data on the file server if they can't just fix it so the restore works for you. I've only seen this particular error one other time and while it does take some extra time, it does get taken care of in the end.
With regards to your account expiring, in general it is not in their best interest to immediately delete your data once your account expires. I think a general policy for online data retention is 90 days but in the present day of relatively cheap storage I would expect it to be retained longer. Certainly they're not going to delete data while you are working through a support issue with them.
I think you're going to need to get back in touch with support and make sure they understand that you are still having an issue. They may think that things have been resolved with the roll back which they clearly are not. If you would like, I can forward your request directly along to my friend at Datasafe support. I've been able to get a few people's issues resolved in a day or two by going directly to the right support people.
Let me know.
~dsopro