Dell Does Not Protect Your Data!!!

Nice, flippant answer, but misses the point.  The reason for my post was to inform those that have not thought about the possible repercussions.  Second, to point out that Dell makes no effort to protect customer information in a process they force customers to use.  Third, to do what you suggest, which is appealing to me, I have to pay Dell for the drive to exercise that option.  So, my warning to others - be aware of your data and who has access to it.

Just destroy the drive yourself with a hammer if you are that concerned.

I am sorry I was not clear and I agree that trusting a thrid party with one's data is fraught with risk. However,  Dell will charge a customer for a new drive if the customer does not return the physical drive.  Dell will not provide any written assurance that compels them to legally protect their customers from possible data misuse or abuse contained in the returned drives (or computers for that matter).  Disabling the drive "mechanically" does not remove or erase the data on the platters - as long as those platters are not physically erased or damaged, the data can be retrieved off of them.  Further, mechanically disabling them (not clear on your idea on how that is achieved) voids the warranty and Dell will again charge you for the drive even if under warranty.

I hope that clarifies my response.  The only real protection we have is to physically destroy the platters in the drive - the presumption here is that the drive cannot be mounted to use sofwtare that will rigorously wipe the data.

Huh?

I have no clue what you are talking about.

People should be aware of the importance of the data on their hard drives. Most of the people I know are aware is it THEIR responsibility to take of that. I am not going to depend on any company even if they tell me that they are going to be careful with my data..

Just return the hard drive with it disabled mechancially. Simple.

Hi sschorr,

I think you've raised a good question, so let me see if I can find an answer from Dell.

Agree with sschorr's response about taking a hammer to the bad drive.  Mine went bad within months of purchase (from Best Buy, my bad), and was replaced with a larger HD.  The original HD was returned to me with the advice that I take a hammer to it.   Oh, but guess what, the replacement drive is now giving me the error "A parameter is out of range, which may or may not indicate a potential hard drive problem."  Wishing now I'd have built my own system and foregone Dell.

This is the official Dell policy: NOTE: Before you return the product(s) to us, make sure to back up data on a hard drive(s) or any other storage device(s) in the product(s). Remove any confidential, proprietary, or personal information and removable media such as floppy disks, CDs, or PC Cards. We are not responsible for your confidential, proprietary, or personal information; lost or corrupted data; or damaged or lost removable media.

The rest of the policy is here: support.dell.com/.../warranty_parts

I realize that this policy must seem very customer unfriendly but it is standard throughout the industry.  While I was employed I had the job of purchasing about forty new machines from a major supplier.  I wasn't happy to learn that their replacement policy for warranty repair required return of the original parts.  Given the nature of our security, I was forced to budget for our own replacement drives since returning them was out of the question.  Every computer maker I have dealt with, either in business or for my personal use, has required me to return the bad part in order to get a good one in return.

The bottom line on this is that the customer must take responsibility for his data since the computer vendor will not.  Dell might be able to do a better job of explaining this situation, especially since many of their customers are not accustomed to considering these issues, but they aren't really doing anything unusual compared to commonly accepted standards.

In this day and age, with the increased hacking and cyber attacks and the incredible personal and corporate destruction wrought by data theft and identity theft, one would think it is well past time to challenge "commonly accepted standards".  I have been in the IT industry for over 30 years, and have been in executive IT leadership for the last 15 years or so.  Like you, I have broad and deep experience with vendor policies and practices.  That does not mean they are right, nor fixed in stone.  

In this case, all Dell need do is have the process in place to wipe/reformat drives that are returned and state that they do this in writing.  Having worked at storage manufacturing companies for many years, I am certain that Dell's drives are returned to source repair centers to have failure analysis run in case there is a source manufacturing issue - in this case, Seagate.  Seagate makes most of their drives in Asia and they use Foxconn or Mitac or such for assembly.

I realize we live in a world of "caveat emptor".

My original post was made in an attempt to get Dell customers to think about this issue.  I am sure someone will argue that if I want to, I can not return the drive, pay for the replacement and treat that as "insurance money".  That is fine for me as I can afford this and I am aware of my choice.  I would rather do that then know that my bank accounts, login IDs, passwords, etc. are in someone's possession to do with what they will that potentially will cause me and my family great harm.

In my world the IT people mandated the use of True Crypt on all our hard drives, especially those on portable equipment.  If you have worries over extremely sensitive data that is another approach to consider.

Mary,

I understand the policy, but it is impractical at best.  The failed drive is FAILED - it will not mount and there cannot be erased, wiped or disabled.  I have not "lost" my data, I have it backed up and I can recover it.  the issue is that the data is still on the disk, and using more sophisticated tools available to drive technicians, the data can be retrieved.  

This means my data will be in Dell or Dell's repair center technicians hands with no obligation to destroy or protect it from misuse. Pontius Pilot would be proud of this policy.

The practical policy should be to not charge for a replacement drive that is under warranty and allow the customer to dispose of the FAILED drive including its physical destruction (hammer, drill, disassembly, etc.).

I think Schorr makes a good point. A customer may have personal data on a drive, but if the drive fails, there's no way to ensure that data will not be accessed at a later date.

I heard of a situation a few years ago where Best Buy replaced a customer's supposedly bad hard drive. Some time later, the customer was contacted by a stranger who had purchased his old drive, still containing sensitive personal information, at a flea market.

I think Schorr makes a good point. A customer may have personal data on a drive, but if the drive fails, there's no way to ensure that data will not be accessed at a later date. I heard of a situation a few years ago where Best Buy replaced a customer's supposedly bad hard drive. Some time later, the customer was contacted by a stranger who had purchased his old drive, still containing sensitive personal information, at a flea market.

I am not sure what all the chestpounding by SSchorr is all about. Pointing out the obvious???

The *only*100% guaranteed way to ensure that your sensitive information doesn't get into the wrong hands is to keep the hard drive and eat the cost. 

It is a no brainer that no company, Dell or otherwise, is going to be able to "guarantee" that nothing happens to the sensitive informaiton. Even if Dell was to guarantee it, I wouldn't depend on their word for it.

in that situation whereby the drives totally inoperable and unable to nuke sevraal times even if could do that then id still be worried and id pay to keep it & destroy it myself ,,in my old computers if im gift them someone even a relative ill  keep the working/non working hardrive and ruin it at work and give them a new one  ,i just cannot afford anyone getting info off any ive used for banking confidentials ect.....this guys got right idea :)  

They tell you to BACK UP the drive before you send it in for service. This is BASIC STUFF.  Would you send in your wallet for service with all your ID and Credit Cards inside?  NO You would not-unless you are IGNORANT of BASIC STUFF.