Unexpected gift before X'mas

My hard disk failed, thousands of photos are locked inside. Sent to distributor and it was said the solution is format. Also sent an email to Asia support but email got returned back, saying the address that I got from it's website is undeliverable. Don't know where to find a reliable support for this Lacie Porsche ?! So disappointed!
Seems like gotta send back to the U.S.!