I can't really help with your "Dell Tech Support problems". And just so you know, that group does not read/post here. If you have a problem with them, I suggest you talk to them directly about it.

It can be a bit tricky redeeming those pre-installed OEM Microsoft Office licenses (if even on there at all). Also, I think you must do it before you do any kinds of full-wipes or Recovery installs.

https://www.dell.com/support/article/us/en/19/sln304490/how-to-find-and-activate-microsoft-office-2016-2019-365-on-your-new-dell-system?lang=en

From my notes:

Finding, Installing, and Activating the Dell-purchased Office-2016 licenses was a little weird (requires a Microsoft Account).

See this-- https://www.dell.com/support/article/us/en/19/sln304490/how-to-find-and-activate-microsoft-office-2016-2019-365-on-your-new-dell-system?lang=en