WD Passport stopped working after 5 minutes and doesn't let me refund!

I purchased the WD Passport a couple of days ago, proceeded to immediately stop working.
Refund section on account doesn’t allow me to generate return label.
Customer service ignore my requests for assistance.
How can I return this and/or get a refund?
How can the website a return process be so poorly designed. Is it so we just give up eventually and let you keep the money?
Is this a scam?