She's still upset, and rightfully so to have lost all that data in one fell swoop. To be fair she's not as upset at the drive dying as she is in her perception that Apple made zero efforts to help restore iTunes purchased material or image the old drive. When I arrived to pick up the laptop the drive was missing. I immediately asked (nicely) that the nice young gentleman see if the drive could be located in the back. He complied and found the drive after some searching (at least we hope this is Kelly's drive). I had hoped Apple would replace Kelly's somewhat discolored top-case but this was not done. I can't complain, really, the case isn't cracked, but it would have been nice.
I also purchased a LaCie backup disk for both of us to use until bonus time when I hope to order myself a Time Capsule which, I am told, is now shipping (as of today). I've had good luck with LaCie disks and I'm not going to ask much of this drive other than to perform weekly Time Machine backups. I hope that isn't too taxing a task for the little drive. Interestingly the drive it powered by a USB to DC input cable while the drive interfaces are Firewire 800, Firewire 400 and USB 2.0 (backwards compatible to USB 1.0). As I have no Firewire 800 interface on my laptop I'm using Firewire 400 as the transport. So far, so good.
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Your experience is very similar to mine except I didn't get my drive back, but DID get my stained case replaced. I'm mad at myself for losing all my data. What really kills me is that my drive died right in the middle of me setting up a backup solution! If I would have finished my backup server just a day earlier, I wouldn't have lost anything. Anyway, I now have a Maxtor USB 2.0 2.5" external drive for my MacBook that I keep in my latop case. It was $130 for a 160GB. Time Machine works flawlessly. (So far anyway.)
-Matt
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