Stellar Performance
I don’t normally do this, but what’s a personal website for if not complaining about poor customer service. If you’ve just suffered data loss and are thinking about buying Stellar Phoenix Photo Recovery for Mac OS X, consider the following email exchange a warning. If you haven’t and aren’t, you still might find it entertaining. Entertainment value is the only way I’m going to get my money’s worth...
From: Rory Ewins
Date: 13 August 2011 00:11:43 BDT
To: support@stellarinfo.com
Subject: SafeCart Order BLSQ... [tedious details removed]
Hello,
I bought your Stellar Phoenix Photo Recovery software to recover some deleted .mts video files from an SD card and was very unimpressed with its performance. On an initial scan it appeared that I would be able to recover the files from my card using your software, so I went ahead and bought it. But when it did recover them, it split them up into 20MB chunks with data missing at the beginning and the end.
After I resorted to alternative software in frustration - some of it freeware - I was able to recover the complete .mts files from the card, including some your software did not identify.
I really feel that this software did not do the simple thing that I bought it to do. Please refund my US$47.94 as per your advertised 30-day money-back guarantee.
Yours,
Rory Ewins
From: Stellar Support
Date: 13 August 2011 00:12:06 BDT
To: Rory Ewins
Subject: Stellar Case # 00096079: SafeCart Order BLSQ...
Dear Rory Ewins,
Thank you for submitting your Query. Case #00096079: "SafeCart Order BLSQ..." has been created and a Stellar Customer Support Executive will respond to you within 24 hours.
Thank you,
Stellar Support Team Stellar
From: Support2
Date: 16 August 2011 11:43:07 BDT
To: Rory Ewins
Subject: RE: SafeCart Order BLSQ...
Hi,
Thank you for contacting Stellar Technical Support,
Please answer the below queries so that we can understand your problem and give you the correct solution :
1. Reason of data-loss
2. Media that you want to recover the data from
3. Size and type of files that you want to recover
4. Activities performed on the drive after the data-loss
5. Step by step scanning procedure performed after the data-loss
6. Did you try the demo version of the software
7. If yes , were you able to see the preview of the files in the software window
8. If you did not try the demo version of the software, were you able to see the preview of the files after the scanning is complete in full version.
Please get back to us with the details so that we can assist you further.
Hoping for your kind cooperation.
Warm Regards,
Ankur T.
Data Recovery Associate,
Stellar Information Systems
From: Stellar Support
Date: 17 August 2011 11:44:13 BDT
To: Rory Ewins
Subject: Stellar Case # 00096079: SafeCart Order BLSQ...
Dear Rory Ewins,
We are still awaiting your reply as per our last response.
Please reply back to us to resolve your case as soon as possible.
Regards
Technical Support Department
Stellar Data Recovery Stellar
From: Rory Ewins
Date: 17 August 2011 22:03:52 BDT
To: Support2
Subject: Re: SafeCart Order BLSQ...
On 16 Aug 2011, at 11:43, Support2 wrote:
> Please answer the below queries so that we can understand your
> problem and give you the correct solution :
>
> 1. Reason of data-loss
Formatted SD card in-camera and subsequently realized there were .MTS video files we had not retrieved from it.
> 2. Media that you want to recover the data from
Samsung SD Ultra 8GB card.
> 3. Size and type of files that you want to recover
.MTS video files of various sizes from 10MB up to approximately 200MB.
> 4. Activities performed on the drive after the data-loss
None; the card had not been used since formatting.
> 5. Step by step scanning procedure performed after the data-loss
Used the demo software to make a disk image of the card. Scanned the disk image with the demo software.
> 6. Did you try the demo version of the software
Yes.
> 7. If yes , were you able to see the preview of the files in the
> software window
The demo software window showed a preview of JPG files from the card and listed .MTS files among those that could also be retrieved. This was what prompted my purchase of the full version to retrieve the .MTS files.
> 8. If you did not try the demo version of the software, were you
> able to see the preview of the files after the scanning is complete
> in full version.
Not applicable (used demo version first).
> Please get back to us with the details so that we can assist you
> further.
As I said before, when the .MTS files were retrieved they were split into 20MB chunks with data missing from the beginning and the end (so even when joined the video file had gaps). I subsequently used the freeware Mac utility testdisk 6.12 to re-scan the disk image and was able to recover the full, un-split files, including some that your software had not identified.
As this was the only reason for my purchase I really feel that the software did not meet expectations and was not value for money.
Thank you,
Rory Ewins.
From: Support1
Date: 22 August 2011 09:45:50 BDT
To: Rory Ewins
Subject: RE: Re: SafeCart Order BLSQ...
Hi,
We would like to inform you that data-recovery depends on a lot of factors like reason of data-loss, overwritten activity etc that is why we have made a demo version of the software available on our website so that you can see the possibility of recovery before purchasing the software as the demo version of the software shows a preview of all the files and folder structure in the exact way as it is going be recovered by the full version.
We request you to kindly send us a screen-shot of the software window in which you are able to see a preview of the files with the correct size as well as 2to 3 recovered sample files so that we can understand the problem and assist you accordingly.
Awaiting for your reply..
Warm Regards,
Abdul Q.
Data Recovery Associate
Stellar Information Systems.
From: Stellar Support
Date: 23 August 2011 09:49:37 BDT
To: Rory Ewins
Subject: Stellar Case # 00096079: SafeCart Order BLSQ...
Dear Rory Ewins,
We are still awaiting your reply as per our last response.
Please reply back to us to resolve your case as soon as possible.
Regards
Technical Support Department
Stellar Data Recovery Stellar
From: Stellar Support
Date: 25 August 2011 09:49:39 BDT
To: Rory Ewins
Subject: Stellar Case # 00096079: SafeCart Order BLSQ...
Dear Rory Ewins,
As we have not heard back from you, We believe your issue is now resolved.
We are closing this case as of now, Please reply back to this email to reopen your case if required.
Regards
Technical Support Department
Stellar Data Recovery Stellar
From: Rory Ewins
Date: 25 August 2011 20:56:42 BDT
To: Stellar Support
Subject: Re: Stellar Case # 00096079: SafeCart Order BLSQ...
Hello again,
I have other demands on my time and am not always able to check Hotmail every day. A couple of days is not very long.
The case is not resolved. Your software did not do what I bought it to do.
Here's the screenshot you asked for, from the demo version of your software. It looked as if I would be able to recover my MTS files. Unfortunately it turned out that everything bigger than 20MB was split into 20MB chunks (the 20480KB entries, it now appears), which is completely unacceptable. The freeware program TestDisk 6.12 was able to recover the entire large MTS files from the very disk image that your software created from the original formatted SD card. So it had nothing to do with "factors like reason of data-loss, overwritten activity etc" - your software simply did not perform as expected.
I think that's worth a refund. Please credit my PayPal account at this email address the purchase price of US$47.94.
Yours,
Rory Ewins.
From: Stellar Support
Date: 26 August 2011 22:36:01 BDT
To: Rory Ewins
Subject: RE: Re: Stellar Case # 00096079: SafeCart Order BLSQ... - CLOSED
Hi,
We have not received the screenshot that you have sent us.
Kindly re-send the screenshot to us so that we can analyze the issue and provide you an appropriate solution.
Warm Regards,
Gurpreet S.
Data Recovery Associate
Stellar Information Systems Ltd.
From: Rory Ewins
Date: 27 August 2011 11:31:01 BDT
To: Stellar Support
Subject: Re: Stellar Case # 00096079: SafeCart Order BLSQ... - CLOSED
[Re-sent the screenshot and the accompanying message.]
From: Support2
Date: 2 September 2011 03:33:55 BDT
To: Rory Ewins
Subject: RE: Re: Stellar Case # 00096079: SafeCart Order BLSQ... - CLOSED
Hi,
As per the screen shot you have sent us, the files are fragmented and that is why they will only be recovered as images.
Please get back to us for any further query.
Warm Regards,
Ankur T.
Data Recovery Associate,
Stellar Information Systems.
From: Stellar Support
Date: 3 September 2011 03:41:37 BDT
To: Rory Ewins
Subject: Stellar Case # 00096079: SafeCart Order BLSQ... - CLOSED
Dear Rory Ewins,
We are still awaiting your reply as per our last response.
Please reply back to us to resolve your case as soon as possible.
Regards
Technical Support Department
Stellar Data Recovery Stellar
From: Rory Ewins
Date: 3 September 2011 18:58:45 BDT
To: Support2
Subject: Re: Stellar Case # 00096079: SafeCart Order BLSQ...
Then please explain why, as I said in my last email, the freeware program TestDisk 6.12 was able to recover the entire large MTS files from the very disk image that your software created from the original formatted SD card?
From what I have read about your product and "guarantee" online, I expected this kind of response, but I figured it was worth a try. My next avenue will be to seek redress from PayPal. I might also post some appropriate reviews online.
Yours,
R.E.
From: Support1
Date: 7 September 2011 12:07:31 BDT
To: Rory Ewins
Subject: RE: Re: Stellar Case # 00096079: SafeCart Order BLSQ...
Hi,
As per our previous response, the files are fragmented which is why the software is recovering only the images of the videos.
In this case, the recovery that has been done is the best possible recovery.
Kindly get back to us for further query.
Warm Regards,
Gurpreet S.
Data Recovery Associate
Stellar Information Systems Ltd.
From: Rory Ewins
Date: 7 September 2011 12:42:37 BDT
To: Support1
Subject: Re: Stellar Case # 00096079: SafeCart Order BLSQ...
On 7 Sep 2011, at 12:07, Support1 wrote:
> As per our previous response, the files are fragmented which is why
> the software is recovering only the images of the videos.
>
> In this case, the recovery that has been done is the best possible
> recovery.
Once again, how can you explain that another freeware application, using the disk image created by your software, was able to extract the complete and unfragmented files? THAT is the best possible recovery, which your software was incapable of performing. Therefore your software does not seem fit for purpose.
Yours,
Rory Ewins.
From: Support2
Date: 9 September 2011 02:09:04 BDT
To: Rory Ewins
Subject: RE: Re: Stellar Case # 00096079: SafeCart Order BLSQ...
Hi,
We would like to inform you that software comes with the lifetime license , so you may use the software for the future purposes as well .
Please get back to us for any further query .
Warm Regards,
Ashwini M.
Data Recovery Associate
Stellar Information Systems Ltd.
From: "quality.systems@stellarinfo.com via surveymonkey.com"
Date: 9 September 2011 09:35:14 BDT
To: Rory Ewins
Subject: Stellar - Customer Satisfaction Survey (Technical Support)
Dear Sir/ Mam,
We at Stellar continue working effectively towards ensuring better Customer Satisfaction Levels. In order to ensure that we keep on improving our levels of service we request you as an esteemed customer of Stellar to share your feedback which would enable us to know how we are performing and also help us serve you better in the future. This survey takes approximately 5 - 10 minutes to complete. your responses will be kept completely confidential and your participation would help us proceed in the right direction in terms of our business.
Thanking you for giving us your valuable time for filling up this survey.
With warm regards
Quality Systems
[How optimistic of them. Here are my responses.]
From: Stellar Support
Date: 10 September 2011 02:21:12 BDT
To: Rory Ewins
Subject: Stellar Case # 00096079: SafeCart Order BLSQ... - CLOSED
Dear Rory Ewins,
We are still awaiting your reply as per our last response.
Please reply back to us to resolve your case as soon as possible.
Regards
Technical Support Department
Stellar Data Recovery Stellar
From: Rory Ewins
Date: 10 September 2011 09:08:54 BDT
To: Stellar Support
Subject: Re: Stellar Case # 00096079: SafeCart Order BLSQ... - CLOSED
On 10 Sep 2011, at 02:21, Stellar Support wrote:
> Dear Rory Ewins,
>
> We are still awaiting your reply as per our last response.
>
> Please reply back to us to resolve your case as soon as possible.
Do you really think your last response deserves a reply? Okay.
> We would like to inform you that software comes with the lifetime
> license , so you may use the software for the future purposes as
> well .
I would like to inform you that I bought the software for a current purpose, not a future purpose, and that because it could not meet that current purpose I will not have any future purpose for it either.
I would also like to inform you that I will be forwarding this correspondence to PayPal to seek recovery of the amount paid.
Yours,
R.E.
From: Stellar Support
Date: 12 September 2011 02:15:27 BDT
To: Rory Ewins
Subject: Stellar Case # 00096079: SafeCart Order BLSQ... - CLOSED
Dear Rory Ewins,
As we have not heard back from you, We believe your issue is now resolved.
We are closing this case as of now, Please reply back to this email to reopen your case if required.
Regards
Technical Support Department
Stellar Data Recovery Stellar
24 September 2011
