STEP1 Coconala Membership Registration
This data recovery service is provided through Coconala. If you are not a Coconala member, please register for a Coconala membership.
If you register through this link, you may be eligible to receive points that can be used on Coconala, including for this service, if Coconala is running a referral campaign.
STEP2 Apply through Coconala
STEP3 Purchase the Service on Coconala
Please proceed with the purchase of this service and pay the initial service fee. Please note that the initial fee is non-refundable, even in the event of a cancellation.
Once you place your order, a new Coconala talk room will open, separate from the inquiry chat page. In this talk room, we will provide you with the shipping address and instructions for sending your media.
STEP4 Sending the Malfunctioning Media and Other Items
Items to Prepare for Memory Device Recovery
- The malfunctioning media
- A new storage media for the recovered data (recommended capacity: 1.5 to 2 times the size of the malfunctioning media)
- Two Letter Pack Light envelopes (one for sending, one for return)
Please enclose all three items—the malfunctioning media, the new storage media, and both Letter Pack Light envelopes—inside one Letter Pack Light, and send it to us.
We can also provide the new storage media if needed; however, the price will be approximately 25% higher due to Cocona’s service fee.
For the return shipment, we will use the return Letter Pack Light you provide.
Items to Prepare for Hard Drive Recovery
- The malfunctioning media
- (A new storage media for the recovered data — recommended capacity: 1.5 to 2 times the size of the malfunctioning media)
Please pack the malfunctioning media in its original packaging or with sufficient cushioning material, place it in a cardboard box, and send it via courier service. Once we receive the malfunctioning media, we will perform diagnostics and provide you with a quote along with the amount of data that can potentially be recovered. After that, please purchase and send a new storage media with enough capacity to hold the recoverable data.
If our preliminary self-diagnosis suggests a high likelihood of recovery, you may include the new storage media for the recovered data in the initial shipment.
We can also provide the new storage media, but please note that the cost will be approximately 25% higher due to Cocona’s service fees.
For the return shipment, it will be sent via cash-on-delivery (COD) courier service.
Items to Prepare for SSD Recovery
- The malfunctioning media
- (A new storage media for the recovered data — recommended capacity: 1.5 to 2 times the size of the malfunctioning media)
- Two Letter Pack Light envelopes (one for sending, one for return)
Please place the malfunctioning SSD, (the new storage media, if applicable), and the return Letter Pack Light envelope into a single Letter Pack Light envelope and send it to us.
After the malfunctioning media arrives, we will perform diagnostics and provide a quote, along with information on the amount of data that can potentially be recovered. Once you receive this information, please purchase and send a new storage media with sufficient capacity to hold the recoverable data.
If, through our prior communication or simple preliminary assessment, we determine a high possibility of successful recovery, you may include the new storage media (if it is a memory-type media or another SSD) in the initial shipment.
If the likelihood of recovery cannot be determined in advance, please do not include the new storage media initially. Instead, wait until after the diagnostic and estimate to prepare and send it.
If you prefer to use a hard drive as the storage media for the recovered data, the return Letter Pack Light envelope is not necessary. In that case, both the malfunctioning media and the new hard drive with the recovered data will be returned to you via cash-on-delivery courier service.
STEP5 Diagnosis & Quotation
After the malfunctioning media arrives at our facility, we will perform an initial diagnosis and inform you of the diagnostic results, estimated recoverable data capacity, quotation amount, and a file list or folder tree via the Cocona Talk Room.
You will then be requested to pay the remaining amount—calculated by subtracting the initial fee from the quoted price—using Cocona’s “Ohineri (Additional Payment)” feature.
STEP6 Payment
Please pay the amount after subtracting the initial fee from the estimated price via “Ohinari (additional payment).” Once we provide the diagnosis result, estimated recoverable capacity, and the quoted price, it is confirmed that recovery is possible. If requested, we can also provide thumbnail images of sample data.
If you wish to cancel, please request the cancellation without paying the “Ohinari (additional payment).” The initial fee will not be refunded, even if recovery was not successful or if the service is canceled.
The submission of “Ohinari (additional payment)” will be considered a formal request for this service. After making the “Ohinari (additional payment),” cancellations will not be accepted.
For hard drives and SSDs:
Please prepare a new storage medium with sufficient capacity to store the recoverable data. Purchasing it from an online store such as Amazon and sending it directly to us will save you time and effort.
STEP7 Recovery Completion Notification and Return
復旧完了後、復旧済データの概要、状態、最終の復旧容量などトークルームで報告の上、障害メディアと復旧済データの入った記録メディアを返送します。
STEP8 復旧完了データの確認と相互評価
After the recovery is completed, we will report the summary, condition, and final recovery capacity of the recovered data in the chat room, and then return the malfunctioning media and the media containing the recovered data.