When Your Digital Life Vanishes

The New Yorker – When Your Digital Life Vanishes [no paywall]- “…A broken phone or corrupted drive can mean the loss of work, evidence, art, or the last traces of the dead. But sometimes data-recovery experts can summon lost files from the void…DriveSavers receives some twenty thousand inquiries each month. It has saved data for government agencies, multinational corporations, and more than a few celebrities, whose autographed portraits beamed from the lobby walls. Sidney Poitier recovered a draft of his memoir through the company’s good offices; Khloé Kardashian, a phone that fell into a pool. Data loss has been the digital age’s great equalizer: What else could bring together such disparate figures as Willie Nelson, Buzz Aldrin, Gonzo the Muppet, and Gerald Ford? The memorabilia dated back to the eighties. Back then, hard drives stored so little and cost so much that they were generally more valuable than the files they contained; one forty-megabyte drive on display in the lobby originally retailed for twenty thousand dollars. Advances in storage density, and the digitization of everything from filing taxes to laying out magazines, changed this calculus. “It was like two crossing lines,” Jay Hagan, who co-founded DriveSavers, later told me. “The cost of drives was going down, and the value of data was going up.” Fittingly, the company emerged from the crash of a hard-drive manufacturer, Jasmine Technologies, where Hagan met his co-founder, Scott Gaidano. In 1989, they established DriveSavers as a repair service for their former employer’s abandoned customers, whom they quickly realized were more concerned about their files than their hardware. “I came up with this theorem,” Steve Burgess, a data- recovery pioneer who sold his own company to the duo, told me. “The value of a person’s data is negatively correlated with whether or not they have it. Once they have it, it really wasn’t worth anything. But, if they don’t have it, it’s worth an arm and a leg and their children.”…

Recovering data from an iPhone or a hard drive can set you back three thousand dollars, and from an enterprise server, six figures. Although DriveSavers has a “no data, no charge” policy for most customers, it gets accused of overcharging by scrappier competitors, who tend to attribute the company’s success to attention-grabbing stunts. (One rival has mocked DriveSavers’ engineers as “clowns in spacesuits,” alluding to the protective gear they wear in ads.) But Farrell insists that the fees reflect care and determination. She once spent a week recovering an iPad for a couple with an autistic child who was so attached to a farming simulator that he couldn’t calm down without it. “They still invite me to barbecues,” she said. There have also been litigants who’ve lost their evidence; scientists, their research; the bereaved, their dearly departed’s final words…