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Q. Are you restricted to just Windows PCs (like many computer shops) or can you recover from my Mac/Linux/other system? A. Data recovery works on a few levels - logically, we're set up to deal with any file system type - PC, Mac, Linux or whatever else you may be running - including many custom proprietary systems! Physically (disk repair), it doesn't really matter what sort of system you were running - our first step will be to repair whatever drive or media you have that has failed, then once we can extract the raw data we can then focus on your specific system and files. Data Retriever is certainly multi-lingual when it comes to systems, and the lab is set up to handle almost any kind of recovery you might require. Q. How long does the quote take after you receive my drive? A. We need to thoroughly inspect your drive to determine the problem, required steps for data extraction and an approximate timeframe for the entire recovery. We'll endeavour to have your quote to you within a day or so, but may need up to 72 hours during peak periods. Q. What's the best way to get my drive to you? A. Registered or Express Post is recommended (with careful bubble-wrapping and a sturdy box), or else you may wish to drop it to the office if you're nearby. For full details, please see our Contact page. Q. Is there anything else I need to send you apart from my failed drive? A. Essentially, you must include this form; if the drive is an external then please also include the power adapter and cables. Q. Will there be any unlisted charges that I should know about? A. If you accept our quote, there are no unlisted/hidden charges involved - you'll only pay what's on the quote, and only if we can recover your data. If you accept our quote and we fail, there is no charge. If we fail (or if you choose to reject our quote) and you would like your drive returned, there will be a small charge for postage and handling. If you don't need your drive returned, there are no other charges involved. Q. How does 'No data, no charge' work exactly? A. If we cannot recover your data, there will be no charge for the work. In the case of a partial recovery, we'll be in touch with an outline of recovered files in the form of a text log file to discuss the outcome with you. If the recovery is successful (ie. if most or all of your files are recovered), then an invoice will be issued for payment in full, then your data will be promptly returned to you. Q. Will I have a chance to see what's been recovered before payment? A. Absolutely; we'll send you a text file which will show all files and folders that were recovered. It'll be a compressed text file in a .zip archive and will be emailed to you. Q. How will the drive be returned to me? A. For all urgent recoveries, we'll send via Courier or Express Post Platinum (depending upon your location); for all standard recoveries we'll return your drive via Registered Post. Q. How is my data returned to me? A. For recoveries that will fit on DVDs (typically less than 20GB), your data will be placed on discs and included in the quoted recovery cost (ie. no additional charge). For larger recoveries we'll generally have included an optional destination drive in your quote, however you're also welcome to supply the destination drive yourself. Q. How is my privacy protected once recovered? A. Your recovered data will be initially extracted to a destination drive and then recovered to one of our data recovery machines. 14 days after the data is returned to you (or the job is otherwise closed), your data will be securely deleted from our recovery machines and permenantly wiped from the initial destination drive - both to a level beyond the reach of data recovery. Q. How much does it cost? A. Every recovery is different. While there are some advantages to the fixed price brackets offered by other recovery companies, a major disadantage is that you may pay too much for a simple job. Some of our recoveries are successfully completed for just a couple of hundred dollars - although depending on the issue, recoveries can be more significantly more expensive than this. Regardless, we'll always need to physically inspect your drive first in order to give you an accurate and exact quote. From that point, even if we encounter unexpected additional costs during the course of your recovery, you will never be asked to pay more. Send your drive to us today for an exact price, and at the same time we'll give you an estimated time-frame and an idea of probability of success.
If You Suspect Your Drive Has Failed... If you've just experienced some kind of computer failure and you're fairly sure the hard drive is at fault, the most important thing you can do to protect your data is to immediately stop using that drive! If you are tech-savvy, you would be well advised to immediately remove the failed drive from your computer. This is so important because every time you boot with that drive attached, it will be stressed by the BIOS (motherboard's software) as it tries to access the disk, and then further stressed when Windows/Mac OSX tries to access the drive. This is aside from any kind of software interraction with the drive! Secondly, while this may be obvious to some, it bears saying - do not try to service/open the drive yourself! The read/write heads in the drive are extrememly sensitive to dust and other airborne particles, so if you're planning on having the drive professionally recovered, absolutely do not attempt to open it yourself first! While the drive may still work afterwards (if you're very lucky), it certainly will not be for long! Lastly, packaging - if/when you decide to send a drive in for professional data recovery, there are two major things you should be mindful of: electro-static discharge - combat this by enclosing the drive in an anti-static bag; ensure it is sealed. physical shock while in transit - wrap the drive in at least three layers of bubble-wrap or foam, and then send it in a box rather than a bag if possible.
Of course, at any stage of the above, you are encouraged to contact us for advice on how best to proceed. When your missing data is at stake, it is always better to be safe than sorry!
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