I had a problem with my IDE1004 drive (Polaroid Brand, but BTC covers the warranty on these). After about 3 months of use, the drive no longer recognized DVDs. CDs were fine. The drive was correctly recognized as a DVD drive, but when putting in a DVD, it acted as if nothing was there. I think the issue was that my drive came with firmware 0039, which reportedly had a bug which burned out the DVD portion of the drive. I tried it in several systems since this is a similar symptom for a driver problem, but all systems were the same.
Anyway, I sent it in for repair to BTC on April 1. I just got it back today! That is 4 business days, including shipping time. I do live close to their California warranty center, but still, that was awesome. The whole process was easy. No pushback at all. And I got an apparently new drive back (I guess it is cheaper to give a new drive than repair the old one?) with new cables, software, etc.
Thought BTC should get credit where it is due.