I uninstalled ROLLBACK Rx now everything since the installation is GONE!

[alloyd709]

Originally Posted by Nick10

Wow.. Okay... We were just trying to help. You can look for other data retrival businesses, and you will find that these type of organizations charge upwards of $5-10K. Nobody can gaurantee that all data will be retrieved. This is not a cash cow for Horizon - otherwise we would be selling these types of services as opposed to $70 software.

As in any business there has to be some unconditional trust... You obviously do not have it for us. So its best that we do not go forward with this proposal.

Me not going through with your proposal doesn't have so much to do with trust, its more the fact that your software [...] erased all my data and now you are asking me to pay you $3500 to MAYBE get my data back.

Anyone else think that they should be doing this for free?

[carfal]

The count down timer was too much?

I thought it cemented the whole thing together and gave pause as to the graveness of what is about to occur....dont you think?

[carfal]

Originally Posted by alloyd709

Me not going through with your proposal doesn't have so much to do with trust, its more the fact that your software [...] erased all my data and now you are asking me to pay you $3500 to MAYBE get my data back.

Anyone else think that they should be doing this for free?

Well actually i thought it was a bit rich as well but perhaps i'd better stay out of it. I dont want to add more fuel to the fire.

[Nick10]

Originally Posted by alloyd709

Anyone else think that they should be doing this for free?

You believe - that the RollBack Rx thrashed your PC, due to a uninstall file that, without warning, restarted and reverted your PC to your baseline (installation snapshot). For this to be true, we need to prove that a uninstall routine exists that bypasses the existing warning screens. I have had our techs look into this; and we could not find a way to reproduce this. I have even asked users and reviewed our support history to see if this has ever happened previously. So far, no supporting incidents or reports.

HDS Development team believe - It is the development teams stand that there is no way to bypass the warning screens from a windows based uninstall process. Therefore, your predicament was caused due to user error. This is where the nook of the debate will continue.

If we find this to be a bug in the software, we will be glad to wave the $3500 fee. This still does not gaurantee complete data recovery. You would still need to ship the hard drive to us. As of now, if you want us to continue with any direct service to your hard drive, we will need to comphensated for the time and risks involved.

[HDS-Tamara]

Hi All,
Thank you to those who gave creative and constructive criticism on this topic. We have had to close this thread due to members using inappropriate language and veiled threats. Because of this, the conversation has stopped being useful, so we are closing the thread.

Thank you again to those who contributed in a constructive manner.

[Nick10]

Final notes:

We will help our customers to our fullest and even assist non-customers with their issues with RollBack Rx. Having said this, we are not responsible for data loss, especially when due to misunderstanding the RollBack Rx software and its impact when uninstalling. We currently provide two warnings, with regards to uninstalling RollBack Rx from Windows add/remove and our own uninstaller selection.

BTW. We are still interested to know if anyone can uninstall RollBack Rx from within Windows - without seeing (bypassing) the warning screens. If it is a bug, we need to fix this immediately.

Our position on Uninstalling RollBack Rx:

We cannot assist users in recovering their data once they uninstall RollBack Rx. In this particular case, we were willing to assist the client if our software had a uninstall bug which prevented the warning screen(s) from displaying, as the user had suggested. If an issue was found in our software; we would commit the full resources of our support team in fixing the issue and trying to assist the user as best possible. If there is NO KNOWN ISSUE with our software, it is the discretion of our support team to provide support (if any). In this particular case, we chose not to provide FREE technical support because of the precedent that it would set. If we had chosen to provide FREE technical support, due to user error – we would also need to provide this level of support to all our existing customers that may inadvertently uninstall RollBack Rx and lose their data.

Positive Outcomes of this thread:

We discovered that an additional warning - that has a clearer message may reduce the number of incidents of wrongful uninstalls. Therefore, we will be adding a third warning screen that will be displayed after the “I UNDERSTAND” screen.


After the above screen we will display the following warning(s):

If CURRENT SYSTEM is chosen, then:

Warning

You are about to uninstall RollBack Rx with a snapshot dated MM/DD/YYYY. This is your current system snapshot. After uninstalling RollBack Rx you will no longer have access to any other snapshot(s) or the RollBack Rx application. The snapshot dated MM/DD/YYYY will be the FINAL STATE of your PC once RollBack Rx is uninstalled.

Are you sure that you would like to proceed with the uninstall process.

Please Type YES to proceed:
[ ]

________________________________________

If ANY OTHER SNAPSHOT is chose, then:

Warning

You are about to uninstall RollBack Rx with a snapshot dated MM/DD/YYYY. This is NOT your current system snapshot. After uninstalling RollBack Rx you will no longer have access to any other snapshot(s) or the RollBack Rx application. The snapshot dated MM/DD/YYYY will be the FINAL STATE of your PC once RollBack Rx is uninstalled.

Are you sure that you would like to proceed with the uninstall process. Please Type YES to proceed:

[ ]

________________________________________

Carfal, thanks for your above suggestions, we will see if the countdown can be implemented as well. Your work made my life a lot easier.

The above warning screens will be implemented in our January 2010 build of RollBack Rx.