The Trailing Edge - Ottawa, Ontario

Ron L.

Worst experience ever - stay away from this company!

I recently brought my PC to the Trailing Edge to have a simple disk drive transfer performed to move program, Windows 11, and data files from a small hard drive to a much larger hard drive. This larger hard drive had been added to my PC by TTE last May but this file transfer had not been done at that time. I was now getting insufficient disk space messages, that Windows and security system updates were not possible, etc. Why this transfer was not done last May by TTE is a mystery to me, and another story, but most importantly, this past week TTE attempted the file transfer and accidentally, or inadvertently, deleted all of my personal data files, including Turbo Tax files program files and data files for 2022 to 2024. Inexplicably, while the Windows 11 program files were transferred properly, all of my personal data files were not.

They then attempted a data recovery process in-house this week and only recovered a few older, mostly useless, files. They would not offer to correct their errors and undertake a “deep file recovery” process with an affiliated company doing this kind of work, as I then asked them to do, as I was told that this would be too expensive.

How could such a simple transfer of all program and data files from one hard drive to another not be possible, and result in such a significant amount of data overrides, deletions and data loss? I used to work in the Federal Government (33 years) and this kind of very simple transfer of all files from one hard drive, or computer, to another, happens every day, countless times, for workers, without any such errors.

Why weren't any simple safeguards or safe operating practices for file transfers not in place at TTE? Why didn't someone there advise me in advance that I should take steps to back up data files, and they were not responsible for data loss, if this was their policy? A good IT service company would (1) tell every client in advance that it is their responsibility to do their own data backups and are responsible for any data losses, or (2) at their end, ensure all files are simply transferred and not overridden during any disk transfers of customer computer hard drives, as part of their service, in each and every case, so that this is never an issue in the first place.

The manager there, Paul Middelveen, was not only completely unsympathetic and unwilling to take responsibility for his company's actions, and offer to do anything he could to fix the problem, he became extremely angry, rude, defensive, condescending and unprofessional. He actually yelled at me and told me that he “cant very well tell me to look both ways before crossing the street, could he?”, when I said that it was my responsibility for data losses and backups should have been explained to me by his staff before they started the work. This was extremely rude, inappropriate and unprofessional. At this point I was quite angry, frustrated and disappointed (livid) at their attitude and manner. You don't run a company, or treat people, like this.

This was a completely frustrating, stressful and disappointing experience for me from beginning to end. Customers should not be treated like this. Most of us are not IT experts but we come to companies like this expecting to be treated properly and professionally and fully expect that a simple, clean, transfer of all disk drive files will occur. When a company cannot carry out a simple disk file transfer like this without significant errors and them blame customers for not knowing their policy, and/ or not accept any responsibility, or blame, for their actions, but instead blames the customer, they obviously should be avoided at all costs, and not trusted with this kind of work. Do not go there for any hard drive transfers. I wonder about any other PC-IT work too.

I also think now that their company name is entirely appropriate.

Ron Logan

Ottawa, Ontario

prince H.

It is the best place to visit for all you computer and laptop solutions and purchases. The guys there a experts and professionals. They are no there to sell you stuff. They are the best.

Stacey S.

The level of integrity that they had here really surprised me. At first I thought that I was in the wrong place because there's no signage but once you get buzzed into the front lobby (dial like what the indoor sign says) at the front of the uhaul building and get there it's worth it.

Richard H.

I took our old desktop in after it seemed to pack up entirely. I half expected to be told it was beyond help. To my happy surprise, TTE and particularly Mathew/Matt restored it to working condition with the advice that I will need a new machine in about a year's time because of software changes. The whole process took relatively little time, the service was friendly and supportive, follow up service was efficient and useful, and it was all done at a reasonable cost. I was impressed with the professional and accommodating approach by the TTE team. I will readily turn to them again when I need technical help and/or advice.

Patrick B.

I've dealt with them for many years (since 2007). Always been satisfied with refurbished laptops I bought there, how little I paid compared to buying in the box, and happy with their service. Wouldn't hesitate to recommend.

L L.

Great kind, honest staff, reasonable prices and they helped me so much over the phone and giving me advice with my laptop issue. I went in to their store, they looked at my laptop right away and turns out the problem wasn't as bad as I originally thought. Very quick turnaround time for repairs also. They also sell laptops here. I highly recommend this business. Very convenient location off the Queensway.

PACKO

Amazing Customer experience! From the moment I entered the store I was greeted by friendly staff. The manager Paul Middelveen
whom was eager to help me even though I had not purchased anything. Competitive pricing and knowledgeable service technician. Great selection of refurbished monitors which come with a warrantee from T.T.E.
A business model of how a business should be run from A to Z.
Thank you Paul
I do appreciate you.

FW L. G.

Have needed to use their service 3 different times for various computer repairs. Service was great and completed in a timely manner at a very reasonal price. Great for any computer needs.