Used one a while back at work.
We put call in at around midday, drive picked up at 3pm by courier, email at 6pm to say drive was received at their end.
Email next morning to say drive controller/firmware was shot,Drive has no model or make sticker on it so would take a bit more time to identify, around midday had phonecall and an email listing what files they could recover and costs.
We paid around £700 and the data dvd's were back to us 9am the next day, so less than 48 hours after drive failing we had the files needed.