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dell tech support erased my data

Has anyone else had this happen to them? I began getting an error message [nav unable to locate configuration files <ok>] on my Dell Inspiron and called tech support to assist me. I ended speaking with a tech support agent who was rude, short and quite impatient and who ran me through the following sequence: 1) remove norton antivirus 2) reinstall norton antivirus. A new problem arose in that NO PROGRAMS WERE LISTED IN THE INSTALL/UNINSTALL PROGRAMS FOLDER.

Then he asked when did I first experience the problem and I told him the previous night.

The next sequence he had me run was a system restore. When I told him the system would not restore to that point, he said that what I needed to do was reinstall my operating system.

So he runs me through the sequence and tells me it will take about 30 minutes to do so. When that is finished he says that YOU'LL NEED TO REINSTALL ALL YOUR PROGRAMS.
"Why?" I asked.
"Because they're all gone" he says.
"All gone?" I replied.
"yes" he says.
"All my programs and files...all gone?" I asked in disbelief.
"Yes, gone all gone" he tells me.
"You didn't tell me they'd be all gone, that's not good" I tell him. AND THAT'S WHEN HE STARTS GETTING POLITE AND I KNOW SOMETHING REALLY BAD HAS HAPPENED...NAMELY 3 YEARS OF GRAD SCHOOL WORK HAD BEEN ERASED!

Well, he then tells me to call RADIO SHACK and "they will retrieve my data!"

I call them back 30 minutes later and I get concessions from other tech support agents and their supervisors and a customer sales rep that the tech support agent 1) didn't follow standard operating procedures to warn off data loss and suggest backup and 2) that it was gross negligence on their part and that they will pay for the retrieval of my data. BUT NOW DELL WANTS TO RENEG EVEN THOUGH THEY SAY LOSS DATA WILL BE CONSIDERED THEIR RESPONSIBILITY ONLY IF NEGLIGENCE ON THEIR PART CAUSED THE DAMAGE OR LOSS.

HAS ANYONE ELSE EXPERIENCED THIS WITH DELL? THEY REFERRED ME TO "DRIVESAVERS" A COMPANY THAT THE SUPERVISOR SAID SHE HAD REFERRED OTHERS TO IN THE PAST SO I'M ASSUMING OTHERS HAVE HAD THE SAME EXPERIENCE.

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Your responsibility, not theirs.

In reply to: dell tech support erased my data

One of the lessons rarely taught but sadly learned is about backup of what you can't lose.

Hard disks are temporary storage and if some mistake doesn't wipe it out, then age or failure catches up and wipes out the files.

In short, if you don't backup your data then we've found the real problem.

You can fight and scream if you want, but I can bet someone has mentioned to you that you should backup...

Bob

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dell tech support erased my data

In reply to: dell tech support erased my data

No, you are not the first nor will you be the last.
I have been servcing computers for over 39 years and have seen this happen many times. Should the Dell tech advised you of the results before you did the complete restore? YES! But as the owner of the PC it is your responsibility
for protecting you data and backing it up. John

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