FAQ
Before sending in your device
What should I do if my hard drive makes an unusual noise?
Switch off the computer immediately, avoid powering the drive on again, and send it in for inspection. Unusual noises can have different causes; continuing to run the drive may cause further damage.
My laptop has failed and I do not know how to remove its hard drive. Can you help?
Yes. We can help remove the hard drive so that data recovery can be arranged.
Can I send in a very old hard drive for inspection?
Yes. We can work with older hard drive models, including old 400MB drives. Whether recovery is possible still depends on the condition of the device and the parts required.
Charges and recovery results
Why do data recovery charges vary?
We quote according to the extent of damage to the device. Software-level problems generally cost less to address. If the hard drive needs to be opened in a cleanroom and parts replaced, the cost will be higher, but it will not exceed the ceiling. Please see our service charges for the current price ranges.
Why is there an additional charge if another data recovery company has already worked on my device?
The methods previously used or any parts replaced may not be clear, so we need to carry out additional analysis. Recovery may also be more complex and take longer, resulting in an additional charge. The current price list states that a 30% additional charge applies to devices previously handled by another data recovery company. Please explain any previous work when sending in your device.
Does accepting a quotation mean that all my data will definitely be recovered?
No. After you accept the quotation, we begin the recovery work and look for suitable parts if needed. Suitable parts may not be available for some older models, and recovery may also be unsuccessful for other reasons. If we cannot recover the data, we do not charge.
Will recovered files always open normally?
Not necessarily. If a file was stored across many bad sectors, missing data may make it unreadable. When there are fewer bad sectors, most of the data may still be readable.
When might data recovery be unsuccessful?
Severe scratches on the disk surface or the unavailability of suitable replacement parts may prevent recovery. We need to inspect the device to assess the individual case.
Will data recovery affect the hard drive’s manufacturer warranty?
Opening a hard drive may affect its manufacturer’s warranty. WD has conditions for retaining warranty coverage after data recovery, including written confirmation on the provider’s letterhead; these do not cover every opening or repair. Confirm the requirements with the manufacturer before opening. Warranty claims remain subject to its applicable terms.
WD’s official data recovery guidance
Data delivery and confidentiality
How do I receive my data after recovery?
Smaller amounts of data can be burned to a CD or DVD. For larger amounts, the customer can provide another hard drive for us to copy the recovered data onto.
Can you sign an NDA for confidential company data?
Yes. We can sign a non-disclosure agreement (NDA) at the customer’s request.
Data erasure and media destruction
Deleting files or ordinary formatting may leave recoverable data. The erasure method should suit the media, confidentiality requirements and intended reuse or disposal. Software overwrite alone may not reach all areas of an SSD; degaussing does not apply to SSDs or other flash memory. Completion and results should be checked to assess whether the required outcome has been achieved.
For other enquiries, call +852 2117 9706 or email recovery@vector.hk.
