Begin with a diagnosis you can understand

A useful diagnosis records tests, identifies the failing component or software cause and distinguishes repair from data recovery. Ask what data was accessed and what copies remain. Ask what has failed, whether it is independent of the wider system and what risk remains after repair. A replacement recommendation is difficult to assess if the underlying fault has never been established.

Compare the complete totals

A repair total should include diagnosis, labour, parts, return visits, testing and tax. A replacement total should include removal, installation, adaptations, disposal, certification, commissioning and foreseeable follow-on work. Compare a suitable replacement, not an unrealistically cheap headline product.

Remaining life and reliability

Age is a proxy, not a verdict. Consider service history, condition of connected components, availability of support and whether recent failures are related. One expensive repair can still be rational if it restores a sound system; several unrelated failures may indicate that more spending will not buy dependable life.

Safety, efficiency and compatibility

Safety can override a cost comparison, but ask for the evidence and applicable standard. Efficiency savings should be estimated realistically against the extra capital cost. Check that a replacement is compatible with existing services, controls, software, fittings or surrounding work and that promised benefits apply to your actual use.

When to seek another opinion

Get an independent view where the diagnosis is uncertain, replacement is unexpectedly urgent, the cost is substantial or dismantling has removed your ability to compare options. Provide the second professional with records and photographs without coaching them toward the first conclusion.

Questions that expose the real trade-off

Ask how long each option is reasonably expected to last, what remains unchanged, which new warranties apply and what follow-on costs are likely. Ask whether the repair part is new, equivalent or refurbished and whether a replacement requires alterations elsewhere. If predicted savings are part of the case, request the assumptions rather than accepting a headline percentage.

A simple way to record the decision

Create two columns for repair and replacement. Record today’s complete cost, expected useful life, warranty, disruption, running cost, unresolved risks and the consequence of failure. Mark which figures are quotes and which are estimates. This does not turn uncertainty into certainty, but it prevents one dramatic number or sales claim from dominating the choice.

Timing, disruption and the cost of waiting

Ask how long each route takes, what will be unavailable during the work and whether a temporary measure is safe. Waiting can preserve cash and time to compare, but it can also increase damage or leave an essential service unreliable. Request a clear distinction between “must be made safe now”, “should be addressed soon” and “could be improved later”. That distinction is more useful than a single urgent sales message.

Do not let sunk cost make the decision

Money already spent on diagnosis or a failed attempt is relevant to your records but does not make the next proposal good value. Pause, calculate the additional cost from today and compare the likely outcome of each option.

Sources and further guidance

1. Recovering a hacked account or device — National Cyber Security Centre
2. Your right to get your data deleted — Information Commissioner's Office