HDD Wiping/Reformatting

Amanda,

Just formatting the Hard Drive and reloading system Software is definitely not enough to meet the due diligence requirements because the data can still be recovered by a knowledgeable person with forensic software. Even though it isn't easy to do, it is possible and that is enough to make it unacceptable to most companies.

The need to reload System Software is a two edge sword. Since only an authorized dealer can "legally" have, and install, System Software it protects the Dealer's Base, but prevents you from wiping the hard drive from another manufacturer's mfd.

It isn't our responsibility to perform maintenance on a machine that wasn't sold by us, doesn't have a service contract from us and isn't going into our possession.

That conversation should be between the customer and their previous vendor.

Jason,

You are absolutely right, it isn't the responsibility of the new dealer to wipe the Hard Drives of the old Dealers MFDs. And if it is a line that your dealership does not carry you couldn't restore it to working order after you did wipe the Hard Drives. Which would cause them more problems and cost if they return it ti their leasing company in non working order.

But if you want to add value you do have the discussion with the new client and inform and advise them of their options.

I have even had large customer try to tell me that we, as their new dealer, are legally obligated to wipe the drives of their old equipment because we have agreed to return them to the lease company as part of winning the deal. The customer wants to make it your problem! So use this problem as an opportunity to add value.

This is a conversation that MUST happen between your dealership and your customers (new & old) so that everyone is clear as to who is responsible to do what. You should layout the choices and their associated costs, and what you can do and what must be done by the previous dealer (or another authorized dealer who services that line). Don't be intimidated. The point that you can NOT legally get system software for an MFD that your company is not authorized to service really helps push this discussion back to the client and their previous dealer to get this done.

This could actually make it harder for the customer to change vendors. If it adds a significant cost or pain to the new solution for the new vendor to swipe or replace hard drives the customer may just stay with the old vendor. Customers always seem to take the path of least resistance.

We charge an inexpensive fee (1 hour labor) to format the hard drive, but if they want something more secure, we will remove the hard drive from the old machine and replace it with a new hard drive. For that, we charge the cost of the hard drive + labor and either destroy the old hard drive or return it to the client. That typically costs less than $500 and is easy to roll into a new deal.

We've done this on Sharps, Canons, Toshibas, Kyoceras and Konica Minoltas. The hard drives are easy to get through a parts supplier, and it's fairly easy for an experienced technician (or even our shop supervisor) to make the swap.

But if you can't restore the OS on that hard drive, you would be returning an inoperable machine to the leasing company.

I agree, finding/replacing the HD isn't the issue, it's the proprietary software reload that is.

Anyway, the conversation should go like this: "Your old vendor didn't include that? Let me show you what we do at the end of lease (show them your HD Format/wipe procedure and the 'you keep the drive' option)."

if that doesnt work out in your favor, get a quote from an out of the area authorized dealer.