A few weeks ago my computer got a virus of some sort that the McAfee that it came preloaded with couldn't get rid of. I wasn't able to connect to the internet, and my firewalls would automatically shut off after being turned on. We fixed this by reinstalling the drivers, but since the laptop was custom ordered, are missing many of the drivers and such it still needs. We had to contact dell to reinstall the graphics card driver, and open up access to two usb ports. About a week ago, I found the page on the dell site to apply for a system recovery disk which will include everything that came with it from the factory, including all the software, etc., we ordered with it. Since then we have had no contact from them; so yesterday I decided to call them and see if we will get a notification about  getting a disk or if it will just be shipped to us. The man on the phone said I should make a system backup disk, which won't help me anyways because I have a new windows and I want to get back my old one. He then told me to go to my datasafe 2.0 software, which was no longer on the computer. After I gave him access to my computer to check for what I said wasn't there, he decided he was going to send me a backup disk like I originally wanted, and after putting me on hold so he could fill out the form or something, he said the only way I can get one is if my laptop is stuck in the boot screen. Is that really the only way, or did me filling out that from not really do anything, or am I just overreacting. He also said I was missing the DELL folder as a whole, and apparently didn't think it necessary to help me get a new one. I'm sorry if this post sounds spiteful, but I'm in a very aggravated mood, and any help would be appreciated.