FAQ at Total Data Recall
So you have had a drive crash or you lost all the photos from your digital camera of that special occasion on the weekend, what do you do? Who do you go to? Stop and don’t panic.
If you haven’t taken the time to read our site, now is a good time to see how we can help you. To maximize your chances of a successful and complete data recovery please read below. We have outlined the most commonly asked questions we hear on a daily basis.
What should I do if I just lost my data?
The most important thing to do is to stop using the damaged media. If the damaged item is a hard disk continuing to use it can lead to more severe damage from the heads scraping the platters, this can make the recovery process very hard if not possible at all. Bring it in to us, where we can take a look and provide you with an exact evaluation prior to any work being carried out.
Why should I not try a self recovery?
The chance of a self recovery on any modern hard drive is a very slim chance of success. In fact attempting these self recoveries can in certain cases lead to more damage being caused, resulting in a more complicated recovery process. This is due to the fact that these devices are built to extremely strict and tolerant process and special equipment and knowledge is required to work on these devices. As an example most modern hard drives use self adjusting heads, Replacing a controller board from another drive when the controller board is faulty can result in damaging the heads on a drive.
How do you charge for data recovery?
At Total Data Recall we provide a free evaluation once we have received and assessed the job. You are under no obligation to proceed with the recovery and are welcome to take the job back if you do not wish to proceed. We quote each job on an individual basis as opposed to one price fits all, which keeps the price a lot fairer to you.
How do you return the recovered files to me?
Depending on the amount of data recovered we will either return the data to you on DVD’s or an external hard drive. You are free to provide your own hard drive or we can supply you with a new drive. If you require a small amount of files urgently to continue work we can make these available to you for download.
How long will it take to recover my data?
This depends on exactly what needs to be done to recover the data. We provide a free evaluation within a couple of hours of the job arriving at our laboratory. Once we have assessed the drive we will give you a time frame. Most of our recoveries can be completed within a couple of days.
Do you have an emergency service?
Yes we do, we provide an emergency service where we will dedicate all our time to getting your job completed in as little time as possible. Please note that this will incur an extra fee.
Why do you need a Class 100 Clean Room to recover data?
A class 100 Clean Room is required for all hard drives that need to have work carried out internally, such as damaged heads or damaged bearings or other internal damage. A Class 100 Clean Room is a dust free environment. This is required to keep the hard drive internals completely clean and free from dust when reassembled. A dust particle is larger than the operational gap of the heads and platter surface and dust here can cause damage internally.
Do you have a Class 100 Clean Room on site?
Total Data Recall has a view able Class 100 Clean Room at our premises and is available for inspection.
How Do I submit my job for evaluation or recovery?
Simply complete the Submit Drive form found here. This will enable us to track the job and book it in upon arrival. This will also provide us with your contact information to call you back and discuss the recovery process once the drive has arrived. You can also call us to discuss the issues with your drive and we can book in the job online and organize the collection for you.
While Total Data Recall takes all necessary steps to look after your data while in our possession, We will not be held liable for any data loss that may result while work is being carried out on items in our possession. We take all care to protect your data. If a job is unrecoverable or you decide not to proceed with the recovery you need to inform us immediately if you wish to collect the job or have it returned. Failure to do so may result us in disposing off the job.
Do you guarantee a 100% recovery of all my files?
Unfortunately no one can guarantee 100% recovery success rate of all the files. Depending on the initial reason for the data loss, the outcome will be affected. However we have proven and tried methods to ensure a very high success rate for obtaining all your files back. In the majority of cases we have achieved a perfect recovery rate. We will work with you to ensure that the files are recovered to your acceptance.
At Total Data Recall we respect your privacy, all data is kept 100% confidential and as such we never discuss what is found on your completed job with anyone. A file verification process is carried out whereby random files are checked to ensure the recovery is successful. We maintain a backup of your files on a secure server, this is maintained for 2 weeks in case you need to ask us any questions about the completed job. This can be deleted at time of completion if you choose to do so. Please note any child pornography will be reported to the relevant authorities. If you have a Non Disclosure Agreement that you would like us to sign, we are happy to do so.
Total Data Recall operates the https://totaldatarecall.com.au/ website, which provides the SERVICE.
This page is used to inform website visitors regarding our policies with the collection, use, and disclosure of Personal Information if anyone decided to use our Service, the Total Data Recall website.
Information Collection and Use
For a better experience while using our Service, we may require you to provide us with certain personally identifiable information, including but not limited to your name, phone number, and postal address. The information that we collect will be used to contact or identify you.
We want to inform you that whenever you visit our Service, we collect information that your browser sends to us that is called Log Data. This Log Data may include information such as your computer’s Internet Protocol (“IP”) address, browser version, pages of our Service that you visit, the time and date of your visit, the time spent on those pages, and other statistics.
Cookies are files with small amount of data that is commonly used an anonymous unique identifier. These are sent to your browser from the website that you visit and are stored on your computer’s hard drive.
Our website uses these “cookies” to collection information and to improve our Service. You have the option to either accept or refuse these cookies, and know when a cookie is being sent to your computer. If you choose to refuse our cookies, you may not be able to use some portions of our Service.
For more general information on cookies, please read “What Are Cookies”.
We value your trust in providing us your Personal Information, thus we are striving to use commercially acceptable means of protecting it. But remember that no method of transmission over the internet, or method of electronic storage is 100% secure and reliable, and we cannot guarantee its absolute security.
Do you have offices in other states or operate in other states?
In order to provide top class Data Recovery services a data recovery lab needs to have a Class 100 Clean Room at the minimum, along with an extensive amount of tools and spare parts to name just a few, Not to mention the expertise to work on the hard drive.
Total Data Recall does not believe in having ghost offices in other states to act as a drop off center as all work will be shipped back to the main lab. Instead we do concentrate our efforts on providing our customers with a pickup and delivery service to bring the job back to our lab in Sydney where we can attend to your job with an extensive range of tools and spare parts all at the one location.
What do I need to know about the Free Pickup and Delivery Service?
We offer a free pickup and delivery service Australia wide. In cases where we organize a free collection and you don’t proceed with the job we do charge a return delivery fee of $24 to $28 based on location. If you don’t proceed with the job you are welcome to collect free of charge from our office directly. If you do proceed with the job we will also cover the return delivery fee back to you.
In cases where you have posted the job to us and don’t proceed we will post back the job to you at our expense. We will cover return postage to you if you do proceed with the job.
What payment methods do you accept?
We accept Visa card, Master card, American Express, Direct deposit, Paypal, Ezipay and cash. Please note that with EFT payments we will ship recovered files once cleared funds are in our account.
What is your No Data No Charge Policy?
For the majority of recoveries we don’t charge an upfront fee, If we are dealing with logical issues and even some mechanical issues we don’t charge a fee, If recovery is not successful there is no charge. However in some cases of damage on the hard drive, such as when we perform a head replacement to try and get access to the data there may be an upfront charge, this upfront charge is used to cover some of the time we spend, a recovery attempt and to cover part of the costs of parts and time spent. If there is a charge you will be notified upfront exactly what the charge is and what you can and cant expect.
There may also be an attempt fee charged on some of the newer Macbooks from 2018 onwards when the machine has a dead logicboard. Sadly these machines are becoming more complicated when the logicboard fails and lots of time is spent trying to perform a successful logic board repair. As above if there is going to be any fee assocaited with any of our work you will first be notified and will need to agree to the fee.
In the event that you feel that your recovery is incomplete you are welcome to contact us within 2 weeks of the job being returned to you to discuss any issues you may have with the recovery. We will then review the job to see where the issue may be and work to resolve the matter together.
If appropriate we will issue a refund to your bank account if the recovery has not been completed successfully.
We will call when a recovery is complete and discuss the quality of the recovery. Prior to the job being paid for we are happy to share screen shots or a remote viewing session to verify all required files are recovered. This avoids any issues.
Where we have supplied a new drive as part of the recovery we are not liable of this drive fails during the warranty period. The manufacturer of the drive will provide a warranty replacement/ repair during the warranty period. You will need to contact the manufacturer directly. In such cases the manufacturer or Total Data Recall are not liable for any data loss.
It is your responsibility to ensure your data is backed up correctly.
Still have an unanswered question?