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North Central Oregon | I would question your service guys. Lots of tutorials online for disassembling iMacs and replacing drives. They are a standard SATA connection and can be “relatively” easy to replace.
The fusion drive is as it’s name suggests a fusion of a mechanical Hard Disk Drive and a SSD. The problem is They are fused by the Mac OS not physically. So if the SSD fails it can render the mechanical inoperative. The SSD is used most often to store the OS and as a Cache and directory for the Mechanical Hard Drive to speed up access to the files and data. So if the SSD is no longer available to the mechanical drive for its directory then the only way to possibly recover data from the mechanical drive is to scan it and just recover what complete, non fragmented files there are on the disk. Some files will actually be spread across both the SSD and Mechanical drive. The best option if still possible would be to have them reassemble the computer and dump files to a external hard drive. Here is an article that explains it better than I can, it also has links to a software utility that can help recover data from a failed fusion drive.
https://www.macworld.com/article/232217/fusion-drive-pitfalls.html
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Mac problems long post
