Customer support has nothing to do with this. The manufacturer, any manufacturer, warrantees against defects in workmanship or material. If you stick a CD/DVD in and rip at 10K RPM and it self destructs, that it not the vendor's fault.
Run the self test and Nero for write/read transfer tests. If they work, consider yourself lucky and that the drive is still good.
Any vendor would deny RMA for the same thing. BTW, as a piece of "junk" I think it survived pretty well.