Western Digital - My Passport Ultra 1TB HD

My - MY Passport Ultra WD 1,5TB stopped working on the 3rd of November .., then i check with western digital online support and to find out that it is still under warranty until the 2018.., same day i logged a case - (WD Support Case Confirmation (***) with them.., upto now i have got any feedback as to where to send the drive to or if they can replace it for and recover may data as was. the funny part is that they were able to send me a link today on the 13th November 2015 asking how likely am i to recommend their products and support.. so how do they expect me to recommend their products when not giving any support to me as the customer.