poehere thank god, i know many clients of Acelab suffered from their support, but to be honest their products pc3000 & the flash are the best on the market technically it has all what you wanted to do but their problem as i think is the Russian Marketing Target.

If you have the BEST Products compared to the others really you should pay attention to the support because it is more important than selling it. people should have a trust on what they are buying specially when it comes to high-end tech. they will need to present their self in a better way.

I bought the SD-Tools and they never stopped emailing me about the updates/news. i ask for resources and they publish it by them self for me and the others also on their forum.

From the day i registered in Acelab forum i did not see any resources for HDD, FW, and updates
i bought 4TB NAS storage to dump the Data Extractor HDD image files to it, guess what? this is for ur info.
Data Extractor will not read the dumped files if stored in external NAS and i wasted alot of time testing and finally when i got really mad, i asked them and the Support told me this is a BUG and they are working on it...

Since when? no body knows, ok why don`t you tell us about this BUG, well you should ask they will not give you or tell you, then Am paying for what? it is for the equipment only nothing more.

Am sure from the day they started AceLab they have a lot of resources of HDD firmwares and so, why don`t they publish it for their clients?

I guess they are reading here their Clients complains but @ the end of the day, really it is the Best tools i have ever seen.

to cut it short

Its like Having a Ferrari, but needs a lot, a lot of Driving Experience. as i told them when i came back from my training.

talking about acelab will take ages, i think everybody knows that they have the best solutions with bad support, i really hope one day they change or pay attention to their clients.

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Kuwait Data Recovery - UNIX GTC
The only reason for time is so that everything doesn't happen at once. By: Albert Einstein

I partially agree.

Maybe it's me but for every tool / instrument I bought, I documented myself BEFORE buying, and for some instruments / tools it is possible to have a LIVE DEMONSTRATION. With the live demo I sorted out what would have worked and what not. Moreover, I built my "network" of friends / colleagues and we talk about what we have or plan to buy , pros and cons, etc. . Would have been interesting to "consortiate" ourselves to buy in volume or larger quantities if possible, but there was always a problem to do it
At least, when I buy something, I have "tailored" expectations and I know what can be the outcome and most probably I know the pros and cons of my choices.

I had the same problem about one month when i ask why the network share could not mount the image.
They are working on a solution, maybe tomorow will be ready.
Ask the suppor for it, developers are working on this.
I build a 16Tbytes server for imaging purpose 1Gb network etc.etc..

About the FW i do not understant why they do not organize it for the UDMA Database can send direct for the acelabs site and for share with the clients.

is a great tool, but not 100% perfect.

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ZeBong
" что случилось в России - останется в России "
" Россия еще раз"

one offtopic question, im curious ... why you choose a NAS instead of sata or esata array raid ?

cheers

Each year the number of data recovery guru is growing among our customers. Actually, this process is one of the main aims of the work of our Technical Support service.
Of course, the main condition to become guru is to study a lot by yourself, but sharing the experience with somebody who dedicated much time and efforts into the field is also very helpful.

We try to enhance the service we can provide to our customers, and the services for guru as well. Consequently, new services appear and more new guru appear too.

In the near future we plan to increase our Technical Support staff in order to provide new services for the customers with the different levels of experience in data recovery.

Also, we are to give one ordinary advise: it is very useful to read all chapters of manuals that come together with the products especially for those customers, who buy PC-3000 products for the first time. This will definitely help to avoid many questions and will help them to learn all basics and get advanced knowledge in working with PC-3000 and in data recovery itself. Thus they will be able to use much more features and possibilities PC-3000 offers.



This problem is already solved in beta version for the update that is going to be released in the nearest time.

Our company is always thankful for your advices and ready to take them into account when developing new projects.

Thank you,
ACE Lab team

Well, really not because i hate Acelab, but because i really feel sorry when someone has the best solution/product and parallel to it the bad support or presenting your self.

Remember that, Yes you have the best solution and everybody knows that, but Keep in Mind that one day maybe one day someone from China will Duplicate (which exists already) your solutions + Improve it + Sell it half price and you will end up trying to recover whatever is lost and by then will be really too late.

Advice: have a look @ SD-Forum and see how many times SalvationDATA is posting new resources/docs for the users and try to do the same. everybody learns from his mistakes and improve by the way. as we are all do.

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Kuwait Data Recovery - UNIX GTC
The only reason for time is so that everything doesn't happen at once. By: Albert Einstein

Wow...this thread has really gone south!

As the thread creator, I appreciate Frank, Ann, Artem, Alexander and Ace Team for their responses, however it is not exactly what was intended in the original post.

The question was raised because of the everyone's view about Ace technical support. I am the owner of probably all the commercial tools for DR and hence, a member of their TS and support forum but it felt to me from time to time, that the brain behind creating the tools and the brain behind the technical support/forum are not even remotely close. Be it Ace, Salvation Army or just anyone else, all they have is a dead concentration on creating and updating the products, rather than supporting it.

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Bitlevel Data Recovery

It couldn't possibly be because you call everyone by their names and act like you know them when in reality they have no idea who you are or anything about you, now could it?

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You don't have to backup all of your files, just the ones you want to keep.

To ACE TEAM:

You just jumped around all the comments here and did not answer to any of us about two levels of support. Most of us do not want and have had very bad experiences with your TS team. We just want to purchases our updates and go on with our work. If you want a better customer relations then listen to what is said. Have one support for those who wish to have your TS, Forum, and updates and pay you your yearly fee on this one. Second have a second support which allows us to pay for updates. Do not give some special deal of 6 month for 450 euro on this one. That is not even acceptable on this one. Allow us to purchases our updates. You seem to make 2 maybe 3 updates per year. Why not allow us to pay 100 to 150 euro for these updates. I am not saying for all of them I am saying the ones we want and need. You do not have to give us TS, Forum and what ever else you do not offer us on this one.

Especially I agree your resources stink. One time I asked on this one and what was I told you do not need resources to fix your drive. Quote from your TS and sales team on this one. I was quoted by you that resources are of no use to me and it is over 90% of drive failures are physical and do not require resources to fix them. They require the knowledge of head, platter, and other means to fix them. Guess I am wrong on this one when you see most posts on your forum are for LDR and FW modules request. Guess who ever is asking for this is wrong and does not know how to fix their drive and it is not a need to do this one.

Clusterox if you are a member of ACE forum all you have said can be accomplished there. Yes here it is a public forum and all post can be easily read by anyone who wishes to find them and read them. What you are saying about post count and companies seems out raged. If this was true I for one would be out of the DR world all together. I live on an islands in the middle of the South Pacific and when some speak with me they have no clue where French Polynesia is at all. I personally do not believe that DR is a mafia or so called "underground" as you are stating. It is personal private contacts and associates who work together to help each other out. The only mafia I can see is my private contacts and when I have a question or need resources I can contact them in private by MSN, PM, email or other means to ask for their help in giving me or sending me what I need to fix a drive with. I feel that you should make better contacts, have a better relationship in your own private mafia sorry network and then all you cry over can be accomplished. When I came to this field one person said to me chose your friends and contacts well and you will go far do not expect to make friends easily and when you do keep them and do not post in open what they have told to you. This is the only advise I can give to you on this one. Chose your friends and contacts and keep what they say private to you and do not cry and post complaints on open forums.

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Iorana Haraharaini

guys let`s close this subject i guess its more than enough,, and they know and we know
thnx all


i guess its all began from me

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Kuwait Data Recovery - UNIX GTC
The only reason for time is so that everything doesn't happen at once. By: Albert Einstein

MAFIA ? (as I am Italian... )

I've always suspected that most DR work was done from behind a keyboard, but I never dreamed that the recipe for success would be this easy.

PC3K + manual = guru

No wonder the DR fraternity is so secretive. If everyone knew how simple it was, then everyone would be doing it, with the result that taking your drive to a DR lab would be no more painful than going to the barber.

But seriously folks, a tool is only an extension of your intellect. It doesn't do your thinking for you, although it may appear so for some males.

Don't get the problem : if you need help just ask. PM and email still work. If not, there's always the forum. Unless there's something else.

There is!!

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Bitlevel Data Recovery

No wonder.

guys, there is no need to talk more about Acelab everybody knows and for whoever who don`t can go through posts here and will know...

i believe that we should close this subject again really

since all started with me

many thnx

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Kuwait Data Recovery - UNIX GTC
The only reason for time is so that everything doesn't happen at once. By: Albert Einstein

I also told them that it is ridiculous to have 1 month of SW update after buying the product.
But they seem to be pretty satisfied with it so I presume it won't change soon.

The most weird thing was that when i bought the PC3k udma some years ago within the first week i reported some problems with handling time formats. They managed to repair it in the next update, but it came about 2 months later, so i was not entitled to receive it

it was kinda funny, I could almost LMAO, u can imagine...


pepe

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Adatmentés - Data recovery

I think BUGS in the software should be fixed and available to you without the need for TS Contract.

Any new technological features can be left out.

With the way it works at the moment you could be left with a buggy piece of software

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All went well until I plugged the drive in.

Well at the end of the day I think they can do whatever they like as they are the only game in town (no, Salvation doesn't count) unless and/or until they get some serious competition

But I think most people who develop their own tools that are better or at least as good as ACE will probably keep it to themselves

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You don't have to backup all of your files, just the ones you want to keep.

I know that Acelab don't put all the goodies in their SW or maybe they just don't know


For example Fujitsu SCSI defect list. For some crazy reason there is no support to update P List with new defects... Even though any numpty could do it manualy.....

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All went well until I plugged the drive in.