Data recovery: 5 quote checks before you pay for help

Your laptop has stopped opening, or an external drive has disappeared, and the files on it matter. You need help, but how do you know whether a data recovery quote is reasonable when nobody has looked at the device yet? Here are five things to check before you agree to the work, so you know what you're paying for and where the uncertainty is.

What should a data recovery quote include?

A useful quote should tell you what will be checked, what work is proposed, what you could get back and what happens if recovery isn't possible. The data recovery cost depends on the fault: a computer that won't start may have a working drive inside it, while a physically damaged drive may need specialist lab work. Those aren't the same job.

If someone gives you a firm price without asking about the device, the symptoms or the files you need, ask what that price actually covers. It may cover an initial check rather than the whole recovery. That isn't necessarily a problem, but it should be clear before you hand anything over.

1. Is this a diagnosis, an attempt, or a completed recovery?

These stages are easy to muddle up. A diagnosis is finding out what's wrong and whether the files appear accessible. A recovery attempt is the work of trying to copy them safely. A completed recovery means the agreed files have been retrieved and put somewhere you can use them.

Ask which stage the quote covers and whether you'll be asked to approve further work. If your laptop won't switch on, for example, the fault might be its power supply or another component rather than the storage. Checking that first can save you paying for the wrong sort of work.

I offer data recovery and backup help, but I wouldn't want you agreeing to recovery work before we've established what actually needs doing. Tell me what failed and which files matter; that's far more useful than simply saying, “The computer's broken.”

2. Which files are you paying to recover?

“Get my data back” sounds straightforward until you discover that you only need the accounts folder, family photos or one document needed tomorrow. Say what matters most and where you last saw it. That gives the person doing the work a sensible priority if some files are harder to retrieve than others.

Ask whether the quote is for checking a particular folder, copying everything accessible, or trying to recover deleted or damaged files. Those can involve different work. Also ask how you'll find out what's been found before it is copied onto another device. A folder name appearing in a list doesn't always mean every file inside it will open properly.

If you can still access the device, don't go rummaging through a drive that is clicking, repeatedly disconnecting or getting slower. Repeated attempts can make a failing drive worse. Make a note of what you need and leave the device switched off until you've had advice.

3. What could make the job more complicated?

The biggest difference isn't always the make of laptop or the number of files. It's how the storage has failed. A drive that can be read safely is a different prospect from one making mechanical noises. A phone or tablet that won't turn on brings its own complications because storage, security and the rest of the device are closely tied together.

Ask what the likely next step is if the straightforward approach doesn't work. Would you be asked before anything is sent to a professional recovery lab? Could there be a separate charge for that assessment or work? You don't need a lecture on the equipment; you just need to know where the current quote ends.

Another detail that catches people out is encryption. If the device's storage is encrypted, access may depend on the account details or recovery key. Nobody should promise to recover files from an encrypted device without first checking whether the necessary access is available. If you have a recovery key, keep it safe and ask how to share it securely if it's needed.

4. Where will the recovered files go?

Recovery isn't finished when somebody says, “I've found your files.” You'll need them copied somewhere usable. Ask whether a separate USB drive or other storage is needed, whether you provide it, and whether transferring the files is included in the quote.

If the original drive is failing, putting the files straight back onto it defeats the point. And if your laptop needs a replacement drive before it works again, clarify whether fitting that drive and getting the computer running are separate jobs. You might only want your photos copied off, or you might want the machine repaired as well. Both are reasonable; they're simply different requests.

It also helps to ask how the recovered files will be checked. Opening a few important documents or photos is more useful than assuming that a successful copy means every file is intact. No honest person can guarantee that all files from damaged storage will be usable.

5. What happens if nothing useful can be recovered?

This is the awkward question, but ask it before work starts. Is there a charge for diagnosis? Is there a charge for an unsuccessful attempt? Would you have a chance to approve any extra work first? I can't give you a universal answer, because it depends on who is doing the job and what needs doing. I can tell you those terms should be explained plainly.

Also ask what will happen to the device and any copies of your files afterwards. Your paperwork, photos or business records are personal. You should know who will handle them, whether a specialist may need to see the device, and how you'll get your device back if you decide not to go ahead.

A cheaper-looking data recovery quote isn't necessarily better if it leaves out the transfer, the next stage of work or an unsuccessful-attempt charge. Equally, a complicated quote doesn't mean you must go ahead. It should help you make a decision, not make you feel cornered.

What should you do while you decide?

Stop using a device if its drive is clicking, vanishing or repeatedly failing to read. Don't install recovery software onto the same drive you hope to recover lost files from: installing it may overwrite the very data you're trying to save. If the files were deleted from an otherwise working computer, avoid saving new things to it for the same reason.

Before asking for a quote, jot down the device make and model, what happened just before the fault, any exact error message, and the files you need most. Check whether you already have a backup on another drive or in an account you use, but don't erase or reset the faulty device to find out. If you're unsure what you have, just say so.

If you're dealing with a small business machine, mention whether anyone else uses it and whether it has work accounts or security settings. That can affect access and the best way to return the files. If you want to know who you'll be speaking to, you can read a bit about me and how I work.

Ask about the job before agreeing to the price

You don't need to diagnose the fault yourself. You do need a clear idea of what's included, what isn't, and when you'll be asked to make another decision. Sometimes the sensible answer is a straightforward copy of accessible files. Sometimes the risk of further damage means stopping and discussing specialist help. I won't pretend those have the same cost or the same chance of success.

If you'd like me to take a look, send me the device details, what it's doing and which files you need back. I'll come back to you with the sensible next check, what I can help with, and what I'd need to establish before quoting for any further work.