I can't lay claim to this posting bringing some action as I have not quoted their reference number.
They are asking for more information [does the disk spin, etc]. Have replied - let's see how soon they respond to this.
I have also sent an email, without prejudice, advising that I have followed their returns procedure correctly and that any delay has been caused by them. Therefore my legal rights are still intact and I expect them to honour my request & help me out.