I don't know what is up with their tech support. I sent in a one month old defective hard drive and got a recertified drive back. I called tech support and he told me if the drive is less than 90 days old I should get a new replacement drive. He told me to send him a proof of purchase. So far I have not received an answer to my inquiry.
More abouthard driver replacement policy
Did you send them the proof of purchase?
All taken care of 90 day new drive replacement policy. Exchanged recertified drive for a new drive. Just waiting to close the case.