Logo Drive Fish

FAQ

Q. Can you recover pictures, music and movies?
A. Yes we can recover all types of files and data including documents, spreadsheets, images - anything stored on your drive.

Q. How much does it cost?
A. We have a flat fee for all recoveries no matter how complex. Please see the pricing page for details.

Q. Can I get my drive back if you are unable to recover my files?
A. In the unlikely event that we are unable to recover your data, we are happy to ship your drive back to you if you cover shipping and handling.

Q. How much is shipping?
A. We have a flat fee of $15 for insured shipping with an air carrier.

Q. Will my drive be usable after you recover the data?
A. Sometime yes, but we don't recommend it. If you need a new drive, we can provide one.

Q. How will I get my files back?
A. We can send them back to you on an external drive, on DVD, CD or in some cases put the files in a secure area online for you to download instantly.

Q. Is there anything I can try before I send it?
A. If you do, you risk losing all of your data. We don't want to be gloomy, but it is really important that you have a professional look at your disk if you want the best chance of recovery.

Q. Is my data secure?
A. Yes. We do all of our recovery in house and all of our staff is under non-disclosure. Your data is professionally handled at all times and never leaves our offices until we send it back to you.

Q. Why wouldn't I just get some software off the internet and go nuts on this drive myself trying to figure it out?
A. Well, because you could lose your data forever. If that isn't a concern, feel free! Not only will you learn something, you may even have a successful recovery! Please do keep in mind: You need to research carefully the software that you use. Please don't fall for one of these "fix all" softwares for sale. If you are looking for some ideas check out our blog. It's full of tips and tactics for recovery. If you make the decision to try to recover the data yourself, there are many things that can go wrong preventing you from ever recovering the data. It can literally be lost forever. So please, if the files are of any importance to you what so ever, let us handle it. Sometimes, you only have one chance.

Q. You guys are crazy to offer the information you do. I imagine there are other recovery companies that don't like you very much?
A. We may be crazy but only about the dissemination of information and transparent, honest business practices. The only group this is bad for is the companies charging too much! (Yeah, they don't like us very much)

Q. How long does it take you to do the recovery?
A. We ask for 7-10 business days for diagnosis. The average turn around time from when we get the disk to when we ship your recovery is about 8 days.

Q. I need it done faster - is that possible?
A. Yes! Just pay a $99 fee to have your order expedited we will be glad to put it at the front of the line. Simply mark the appropriate choice on the order form.

Q. How can I prevent this from happening again?
A. Backup, backup, backup! The easiest way is not an external hard drive but rather an offsite backup service like Mozy. We recommend them to all of our clients. They are incredibly easy to use, it backs up your data automatically, and if you need less that 2 gigs backed up its FREE! No credit card needed. They have amazingly reasonable prices for more data or business situations. We highly recommend them.

Q. Do you do RAID recoveries?
A. It depends on the type of RAID and the controller. Give us a call with details.

Q. How secure is your network?
A. It is completely offline. You disk nor data is ever put on a machine hooked up to the internet. That means there is no possibility of intrusion. As well, all backups are encrypted and handled on site by qualified engineers.

Q. Do you offer Non-Disclosure agreements?
A. Absolutely. Simply request one.

Q. Often can you recover data from disks that people send in?
A. Not including disks that have literally caught fire, been underwater for extended periods, been crushed or suffered other massive hardware failure our recovery rate is over 90%!

Q. My disk is clicking - does that indicate a problem that you can fix?
A. Many times yes! Less often, no. It is impossible to tell until we see the drive. The clicking noise commonly heard from failing drives is indicative of many, many different problems. It could be a complete head crash, in which case no one in the world will be able to recover the data or it could be a head seek issue which can be corrected. Your best bet is to send it in to be checked. There is no cost besides shipping to check!

Q. My disk doesn't spin up at all - can you fix this?
A. Yep. We do swap circuit boards and power supplies if needed. There is a trick to all of this though - we have to find a board made within around 2 weeks of the time yours was created! You can read more about this issue on our blog.