Why Settling for Poor Customer Service in ITAD is No Longer Acceptable 

Introduction 

For decades, the IT asset disposition (ITAD) industry has been plagued by low expectations. Many organizations have come to view poor customer service as “normal” in this space—a relic of the past, when ITAD was little more than a person with a truck hauling away old equipment. Today, the IT landscape and the stakes around data security, environmental responsibility, and asset recovery value have changed dramatically. It’s time the ITAD industry caught up, and it starts with holding providers to higher standards. 

The Evolution of ITAD 

ITAD has transformed from a basic logistics service into a critical business function. Companies are now looking for solutions that: 

• Maximize return on retired assets through resale or recycling. 

• Ensure data security by securely wiping or destroying sensitive information on decommissioned devices. 

• Maintain compliance with increasingly stringent regulations, such as GDPR, HIPAA, and environmental laws. 

• Support sustainability goals by reducing e-waste. 

Despite these heightened demands, many ITAD providers still operate as if nothing has changed, offering subpar service that falls short in areas like communication, reporting, and accountability. 

Why Poor Customer Service Persists in ITAD 

The legacy perception of ITAD as a simple haul-away service contributes to the complacency. In many cases, companies tolerate: 

• Lack of communication: Unclear timelines, poor responsiveness, or delays in reporting asset disposition. 

• Unreliable processes: Lost or mishandled assets, inconsistent data sanitization, or failure to provide certificates of destruction. 

• Minimal transparency: Little to no insight into the chain of custody, recycling practices, or financial returns. 

But just because this has been the norm doesn’t mean it’s acceptable. As ITAD becomes more complex and integral to overall IT operations, businesses should demand better. 

The Costs of Accepting Poor ITAD Service 

Tolerating inadequate service doesn’t just cause headaches—it has real consequences: 

• Security Risks: A 2023 study by Blancco found that 42% of IT managers have encountered data breaches due to poorly managed ITAD processes, resulting in fines, reputational damage, and legal exposure. 

• Financial Losses: IDC reports that organizations lose an average of 28% of potential resale value on retired assets due to poor ITAD practices. 

• Compliance Violations: Noncompliance with regulations like GDPR or R2 can lead to penalties ranging from thousands to millions of dollars. 

• Environmental Impact: Inadequate recycling or improper disposal contributes to the 50 million metric tons of e-waste generated annually, of which only 20% is properly recycled, according to the UN. 

Setting a Higher Standard for ITAD Providers 

A proper ITAD partner should provide more than just a pickup service. Here’s what to look for: 

• Clear Communication and Responsiveness: The provider should offer real-time updates on your project, answer questions promptly, and provide post-service support, including detailed reporting. 
• Certified Processes: Look for certifications such as R2, e-Stewards, or NAID to ensure your provider follows strict standards for data destruction, environmental stewardship, and ethical labor practices. 
• End-to-End Transparency: From chain of custody to final asset disposition, your provider should offer detailed insights and documentation at every step. 
• Maximized Value Recovery: The provider should have established resale channels to recover maximum value for your retired assets. 
• Customized Solutions: Every organization’s needs are unique. A good ITAD provider will offer tailored services that align with your specific goals and requirements. 

How Re-Source Partners Sets the Bar Higher 

At Re-Source Partners, we understand that ITAD is more than logistics—it’s an essential part of your IT strategy. Here’s how we differentiate ourselves: 

• Proactive Communication: Our team keeps you informed at every stage, ensuring no surprises. 

• Secure Data Handling: We’re NAID-certified, guaranteeing your sensitive data is protected. 

• Optimized Asset Returns: Our extensive resale network ensures you get the most from your retired hardware. 

• Sustainability Commitment: We help you meet environmental goals by responsibly recycling and reusing materials. 

Conclusion 

The days of accepting poor ITAD service as the norm are over. With so much at stake—from security to sustainability—it’s critical to partner with a provider that meets today’s higher standards. By demanding more from your ITAD vendor, you’ll not only protect your organization but also unlock the full value of your retired IT assets. 

Contact Re-Source Partners today to see how we can elevate your ITAD experience.