I was shipped a product with damaged media. I followed their process and faxed them my invoice... no response on the first pass. I faxed them a second time and someone finally responded but then told me I HAD TO PAY more to get the media (paying once is enough). He said my invoice didn't have a date so they couldn't confirm when I bought it. SO, I faxed the invoice to them AGAIN and CIRCLED the date. Now they just don't even respond. I have no idea if I'm ever going to get what I paid for. Needless to say, I'm not happy with the process.