A free look · then one fixed price
Name the fault first. Money comes after.
It is essentially two questions: that is the whole checker. The likely cause of the problem comes out along with a cautionary note regarding what not to do next; and finally, a ballpark estimate of the amount of time the technician will spend on your drive. Down near the bottom of this page is the form to complete so we can better assist you. Once your drive arrives here at the lab, an engineer inspects your drive completely free of charge. Whatever charge is placed on paper is exactly what you pay.
An engineer will take the details
0800 6890668
Two questions, one likely cause.
The steps we follow →What sort of device is it?
Choose the nearest match.
Two clicks; a clear answer; and one thing you need to do before you start. That isn't the complimentary diagnosis: that requires having your drive on a technician's bench under their supervision. Think of this as getting a response from someone over the phone, except it is still available at three in the morning.
Now the details.
And then what happens.
You hear back within a working day
We have someone reading what you wrote to us, not some automated response. Our engineer provides an initial assessment of what you've told him, including realistic expectations of success/failure rates, what should remain untouched until we advise differently and, most importantly, the postal address.
Bench time, fault named Free
Every single device receives a unique case number. Then they all get to go on the bench. At that point we identify the fault(s) and determine what percentage of platters or flash memory can still be read.
The price, then your decision
You receive your written price quotation. If you choose to accept it, work begins. If you decide to decline it, the equipment will travel back to you at our expense. The evaluation does not incur costs for you either way, and there are no clauses that would revoke this.
Address and paperwork.
Want it on paper? →All entries made by you will be included on the printed version as well. You prefer to work on paper? Download the PDF, and mark it accordingly. Either method is acceptable as long as one copy accompanies the parcel.
Packing it for post.
Check this list before it goes
- Record all passwords: Write down each and every password used within the equipment being sent for recovery. This includes Windows login credentials, FileVault and/or BitLocker recovery keys. All passwords must be recorded on the shipping form. No lab technician can access any data encrypted using a password that they do not know.
- Identify what cannot be lost: Once you've identified those files/folders, they will be given priority attention once we begin reviewing your contents.
- Send external drives intact: obtain a price quotation before packing, then package the external drive in its original case, including both cable and power supply (if applicable). The bridge board inside a WD My Passport is permanently tied to the specific internal disk, so both must arrive at our facility together.
- Retain power bricks unless otherwise instructed by us; the exception is an external drive, whose cable and power adapter accompany it. If a part has broken off or come loose, bag the parts and include them with the drive. Do not dispose of any components.
We cannot stress enough: regardless of what was said by the checker, please do not plug in any device. Much of the damage that ends up on our bench began with just one additional attempt.
What people ask before sending it in.
Is the checker the same as a diagnosis?
No. They represent two separate processes. When a diagnosis is done on a device, the diagnostic process places the hardware in front of an experienced engineer who proceeds step-by-step to identify the faulty component. The checker simply provides a list of options you selected (and most likely a suspected reason), so treat this like a tip and the previous as factual information. Our price quote will follow the diagnosis.
How much will a recovery come to?
Band classification depends on the hardware item and the checker will name the band for you. Two disks or more: from £500 + VAT. A recorder, e.g. DVR: £400 + VAT. A single disk: £300 + VAT. Memory cards/pen drives: £250 + VAT. All details regarding pricing can be found on the pricing page. After the free assessment the band will become a single number in writing.
Do I really only pay if you recover my data?
In most cases you only pay if we recover your data. In those instances where this rule doesn't apply, we'll tell you about them before you agree to go ahead. Typically these exceptions include drives that have been physically or electrically damaged, and any other devices that have been opened by anyone else previously.
How quickly will you get back?
Within a normal business day. Usually half an hour, depending on when the email arrives while the desk is manned. A message sent overnight gets picked up the next morning. Once a single disk arrives at our bench, it generally takes 48 hours for the technical evaluation.
Spend two minutes, get one price.
Checker / form / parcel / post office (or take it into the Leeds intake lab, Monday to Friday, 9am to 5:30pm, no appointments required). Once it has been sent to us it is your decision regarding further action and having had the device inspected will cost nothing.