No response to support tickets

I bought a Seagate Expansion 2TB 2.5" Portable Hard Drive, The drive stopped working and I tried to log a return on their website. The system is purely automated and seeks generic information. This is a problem because not all faults are generic and this system has not even verified that the matter is being handled. Its very disappointing that We have to receive marketing emails every day, but when we lodge support tickets we do not even get a confirmation to acknowledge the inquiry.