I called as soon as I heard about this, and I never had to fill out a form or send an e-mail, but hopefully my information helps.
About 4 days after my initial call, I was contacted by Debbie, who instructed me to send her my keys, and then upon receipt of my keys she would send me a "replacement lock."
I could not return my keys, since I was still using my NY Disc lock (in combination with a regular padlock), so she agreed to send me the replacement lock first (while holding my CC information) and then I'd send her the keys on receipt of the replacement.
5 days later I received the "Molly" padlock from Kryptonite, which was sold in the past with the NY chain. It's basically a standard heavy duty padlock with an interchangeable lock cylinder. The lock had a few scratches and was somewhat greasy, leading me to believe that it was a refurbished lock with a new lock cylinder (keys were brand new). And that's fine with me. This thing is really tough, and uses a standard key.
So that's the process as it worked for me. I'm happily using my Molly lock, and I think Kryptonite is pretty groovy.