The lab · fault found, price fixed
Start your Exeter case. First find out what broke, then one firm price.
Two short answers will indicate which part of your unit likely failed, as well as what you should do (and not do) immediately and approximately how much time it may take for us to complete the lab work. Once you have submitted those two responses, you can send over the details. We provide a diagnosis with no charge once your device arrives at our facility. The price we quote in writing is the exact price you will be charged.
Talk it over with an engineer
0800 6890668
Run the free fault check first.
See how your case runs →What are we looking at?
Pick whatever comes closest.
Two questions, an honest answer. One thing you should do before your unit goes anywhere. The free diagnosis? That's not this: it comes into play when an engineer has your unit on their bench. Think of this as the same kind of information we would provide by telephone, but available at two in the morning.
Now tell us about it.
What happens on our side next.
An answer within a working day
Each enquiry is reviewed personally by an engineer. The results are provided in an honest initial response, which includes the likely odds of success as well as information regarding what should not be touched until further notice. There will also be the address of where the item should be sent.
Assessment when it arrives Free
A unique case reference will be issued when your item arrives at the lab. Each item will receive a full technical inspection (bench test) to establish what caused the failure and whether data recovery is possible.
A single figure, your decision
Once we have completed the initial assessment, we will provide a formal written quote. If you wish to proceed with the work indicated in the quote, simply accept it and work starts. If however you decide against proceeding with any further action, we will simply send your item home. All assessments remain free of charge regardless of which course of action you take, and there are no hard feelings either way.
Fill in the shipping form.
Rather have the PDF? →Do this on-screen and your responses will print. Alternatively, download the PDF and use a pen to complete the form manually. As long as one goes into the box, either version of the shipping form works for you.
Packing it for the post.
Before you seal the box
- Include any passwords: e.g. BitLocker recovery keys, FileVault or Windows login info, written down on the shipping form, because an encrypted drive that gets sent to us is locked up from us just like it is from everyone else.
- Name your priority folders: tell us the most important folders you have, so we can see which files should get checked first.
- A single external drive travels whole: it will come in its casing with its cable and power supply (if applicable); a multi-disk case is considered RAID, so please send the individual disks, labelled by bay. We find that with WD portables especially, the drive and board must travel together as a matched pair.
- No power bricks unless specifically requested; all drives are sent without them. One exception would be when sending a single external drive: in that case, the cable and power supply for the external drive will accompany it. Parts broken into pieces should be sent boxed with the drive instead of being discarded.
Again, because it really does matter: whatever the checker told you, do not attempt to turn on the device as an attempt to check it out before sending it. A good share of the damage we've seen could have been avoided by just leaving it alone instead of making that last hopeful try.
Straight answers to the questions we hear most.
Is the online checker the same as the free diagnosis?
It is not, and it is important to be able to tell the difference. The tool provided on this page gives you an immediate initial direction based upon the information you have provided, from which to begin. A free diagnosis refers to a physical examination of your actual device by an engineer at the workbench, identifying the true cause of failure. The first will provide a direction for you to follow. The second provides the basis for your quote.
How much does data recovery cost?
All devices have an assigned starting band, and the checker shown above will tell you which band is relevant for your device. All single drives start at £300 + VAT, memory cards & USB sticks start lower, at £250 + VAT, CCTV etc. (recorders) start at £400 + VAT, and jobs involving two or more disks begin at £500 + VAT. The complete pricing table can be found on our pricing page. Once the free assessment is completed, the band for your device will become a fixed number in writing.
What does 'only pay if we recover your data' apply to?
In most cases you only pay if we recover your data, meaning your requested files. Exceptions that are quoted separately in advance mainly include mechanical damage to your drive, electronic damage, and devices that have already been opened or previously attempted by another company.
How soon will you reply?
Within one business day (and often in less than half an hour). If messages are sent outside of regular business hours they may take a little longer. Your diagnostic will generally complete on a single drive within 48 hours of delivery of your device.
Give it two minutes; get one price.
First run the check tool. Then fill in the form for your quote. Next package the equipment and post it, or take it to the Bristol intake laboratory, Monday to Friday, 9am to 5:30pm, with no appointment needed. After this point all decisions are your own, and the assessment will be free regardless of which route you choose.