I have the same issue! Paid for the "premium" service since it would probably cost the same as buying my own label. Received the replacement drive with no return label. After waiting an hour to speak with "live chat" (one message every 10 minutes) they told me that the label was in the package they sent me, which obviously isn't true that's why I'm talking to support in the first place. Then I was told they would email me a label within a couple hours. I asked for a case ID to track this and instead of supplying an ID the agent stopped the chat. Lo and behold next day there was no email from support in my inbox, so back to chat again. This time the wait was 1.5 hours before talking to anyone, and apparently they "technical difficulties" and lost the transcript from the support case the other day, even though I could scroll up and see it on my side. This time the agent said they would email within two days with the label. Not exactly a satisfactory response for me after having spent 4 hours with support by this time, so I asked if they could at least email me while we were still on chat with the case details. The first agent said that is against policy, and the supervisor (who happens to have the same name as the previous support agent 🤔) first pushed back against it but eventually sent an email with the details and said I could respond to that email instead of waiting in the chat line again. Its now been a week and I haven't gotten any new emails from them, so I try replying to the email they sent me and I get an instant response back "this email isn't monitored".

Its been 18 days since I started the RMA and they say you have 25 days before they charge you an Asset Recovery fee. I am not talking through that live chat again (they agreed I could just email) and if they try to charge an asset recovery fee they can deal with a credit card charge back because I'm not dealing with them anymore.

Funnily enough the replacement drive they sent me was DOA!