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While an on-site spare can be the best solution, I don't know why a permanent replacement couldn't have been overnighted instead of a temp. Were there no suitable permanent replacements available? If not, then a dead system would have been a problem at the primary site too.

Image a permanent replacement and ship it. At the same time, have the user ship her unit back to HQ. Mount the HD in another system and transfer the data back to her.