At first, I was told that I would have to attempt the firmware update on my own, and that Seagate would only replace the drive if that failed. After I commented that their website specifically recommends *not* to attempt to update the firmware on your own, as they have a warranty replacement program for just such a situation, I got a much different answer. A quick break on hold, and I was then instructed to simply follow the online instructions for returning a drive.