Is data recovery the same as storage repair

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A few days ago, our service team in Germany received an email from a client that showed us that there is still a long way to go with respect to customer knowledge about data recovery services.

The email

Dear xxxxx:

At the beginning of November 2018, the repaired hard drive was returned (cause of the error: the unit was not detected). The PC now recognizes the unit and I can access the data. During the following days, he recognized the unit again, but I could not access the hard drive again.

I’d like to send them the hard drive again and ask them to verify it on their systems and send me the results regarding their status. It is not possible for me to unlock the second hard drive that I have bought for them. I have tried all the possibilities and, unfortunately, I did not succeed. I have written the steps for its unlocking in the appendix. I want to urgently ask for your help.

Please also check if I have warranty coverage for my application.

A friendly greeting,

Xxxxx xxxxx

In the previous case, there is a great confusion of concepts: the client thinks that the original hard disk that he sent to make a recovery of the data has been repaired.

It is not what happens. Of course, on some occasions, engineers must repair the device or the storage media in order to access the data, although this is only done to enable the recovery of the data.

In the previous case, it is simply fortuitous that the HDD started to work again. In spite of this, once an HDD or other storage medium receives damage, it is recommended not to use it again – even if it suddenly starts to work well.

Any data recovered and is transferred to an external hard drive under encryption. The encrypted unit and the original unit are then sent to the client. Once the client receives these two items, the original disk must be safely discarded or stored in a safe place. It always returns the original disk to the client, for data security reasons.

Advice for clients

Once the client has received the external HDD encrypted with the recovered data, it is recommended to transfer that data to a different HDD. This is because the disk that sends to the client has only the function of backup device and not of daily use.

Encryption

Clients always receive their disk drives in a package that does not contain the encryption key. The key is sent separately by email. This is to ensure that if, in some way, the device is lost in the path, nobody can access the data stored there.

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