Some customers don't have a problem with a diagnosis fee (lower percentage), while many do (higher percentage)
My experience is that most customers agree with a small diagnosis fee, when explained at phone.
With a website, it is maybe more difficult to "sell" a diagnosis fee.
The fact is that it is common spending 10-15 minutes with a client to open his external drive enclosure or USB key enclosure, test the device, answer some questions, make a quotation, a.s.o.
Should really all this be free?
My question also goes beyond the simple diagnosis.
Example case: burnt PCB
You spend time seeking a new PCB, purchase it, make the repair and maybe the drive still doesn't work because of internal problems, a.s.o.
If the quotation was done for a PCB repair and the company has a strict "no data, no charge" policy, my guess it that the DR company will give up at some time.
The market decides. The customers let us know.
When we're going to the doctor, it costs a lot, even if there is no result.
Do the patients decide?
No, and nobody disputes that, although the health system is equivalent to a cartel in many countries.
This is because the profession has rules.
Data recovery is a much more competitive market, but to which limit shall the profession comply with what customers expect?