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btbc0147
Participating Frequently
July 27, 2020
Question

TECH LOST DELTED MY FILES....

  • July 27, 2020
  • 3 replies
  • 1072 views

A tech took control of my laptop..and lost or deleted my Book files, over 4 yrs of work and very costly...does not appear to be in the recycle bin..but he nor I can find it..customer service had been giving me the run-around and ignoring me..what should, can I do?

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3 replies

ls_rbls
Community Expert
ls_rblsCommunity Expert
Community Expert
July 29, 2020

I have a few observations.

 

How do you know if the first person who handle your tech support call was actually a Customer Service rep and not a scammer?  Did you tell this person about the book you were trying to sell before you gave them access to your computer?

 

In which operating system did the data loss occured: MS Windows or macOS ( and version)?

 

Did you checked if some or all of your PDFs are still avaialble in the Document Cloud?

 

Do you know how to use data recovery software? Below are a few open source (free ) alternatives:

 

 

WORD OF ADVICE: The next time that you reach out for a tech support service,  know that it is not a requirement to give control of your PC to anyone. The tech guy can direct you over the phone on what to do. It is always your choice ; you're the paying customer and noone should coerce you in doing so.

 

That's why they ask first (even though they already see everything you do)...they just need to have you say it for the record over the chat or phone, so it becomes your sole responsibility if they mess your system up....

 

Because you said "yes' , bear in mind that it basically  equates  to acknowledging;  "I consent! and I don't even care what you do to my computer as long as you fix my problem... because I also don't care about ever taking some time to  read the fine print of the terms of service, disclaimers, and licensing stipulations (or penalties/infringements) for each and  every freaking commercial software that I ( and ONLY  MYSELF)  wanted to install in my computer box (just like a little gulibble child opens presents on Christmas without even caring what's inside the box"

 

T
Test Screen Name
Legend
July 29, 2020

Look at your backups. If you don't make backups, then this was pretty much inevitable, since computers fail, or are stolen, or disks fail, or mistakes are made every day. Treat this as a valuable lesson in looking after your data. No, of course support shouldn't delete files, but fixing any kind of issue might have unexpected side effects.

    try67
    Community Expert
    try67Community Expert
    Community Expert
    July 31, 2020

    They claim they did make a backup, though, to the Adobe Cloud... According to them the Adobe tech agent deleted both copies. If that's truly the case, then it's extremely serious, bordering on criminal, IMO. A tech agent should never delete any files permanently from a user's computer, especially not documents. What would be the reason for doing it in the first place? How does it help solving any issues? It's very suspicious.

      Nancy OShea
      Community Expert
      Nancy OSheaCommunity Expert
      Community Expert
      July 28, 2020

      Files that are permanently deleted from your hard disk and/or creative cloud storage cannot be recovered if that's what you're asking.

       

      Did you contact Adobe technical support?  If yes, what is the Adobe case number from your session?

       

      If not an Adobe technical support agent, then who did you contact? 

       

      Responsible computer owners have backup recovery systems like Backblaze, AWS or DropBox where copies of files are stored on dedicated cloud servers each night.  If you don't know where your backup files are located, I'm sure nobody here does either. 

       

      =============
      Beware of fake Adobe reps who may contact you privately offering to sell you software or take control of your computer. It's a scam, run away!
      =============
      3 Easy Ways to Identify Genuine Adobe Staff
      https://tinyurl.com/10791730

       

      Nancy O'Shea— Product User & Community Expert
      B
      btbc0147Author
      Participating Frequently
      July 28, 2020

      I had a few copies..1 in c / files documents...and in adobe....he told me he was gonna delete after putting in the cloud, I said no, he did it anyway, he admits in a saved chat log, he did not make sure it was saved...they have been jerking me around for 5 days..I've made 6 calls...5 live chats..and been promised a phone call since day 1 they lose or deleted my books files, 188 pages, over 3 yrs of work...I can't run my website now to sell my book etc..does anyone know how I can get a higher-up?

      Benny The Boss
      Nancy OShea
      Community Expert
      Nancy OSheaCommunity Expert
      Community Expert
      July 28, 2020

      What is your Adobe Case number?

       

      Nancy O'Shea— Product User & Community Expert
      Bernd Alheit
      Community Expert
      Bernd AlheitCommunity Expert
      Community Expert
      July 27, 2020

      Look at your backups.

      B
      btbc0147Author
      Participating Frequently
      July 27, 2020

      where?  he lost them all he asked to delete I said no..he said in the cloud..now it's gone... I searched my pc..and I only had the copy I was still editing...

      Benny The Boss
      Bernd Alheit
      Community Expert
      Bernd AlheitCommunity Expert
      Community Expert
      July 27, 2020

      Look at your backup software.

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