New
#11
You may be able to use the ToDo Workstation Backup to try and do a sector by sector rescue of the data on the drive. That way if you have files on it, you can pull them, then try and wipe the drive before shipping back if any private data was on it.
If it is a Hybrid drive, which uses a small sized SSD partition to help speed up transfers to the platters, even that could have caused this issue. Make sure when you box it, you put on paper your return address and name, phone number, email and also what the exact issue is. The reason for the address is that if the address label gets damaged, your info is still with the computer. Just slip in a plastic bag and attach to the case.
Also get everyone's name that you talk to and keep for your records in case they take longer than they promised, so that you have a record to know who may have dropped the ball.