Hello, I'll try and be as brief as I can, Roughly two weeks ago my computer, Inspiron 3646 with the 8.1 OS started having problems such as extreme slowness, freeze ups, etc.. So I called Dell and after being passed around to a number of people I was finally hooked up to a rep, who after running a few tests and then a complete reset, advised me that I would have to download a completely new 8.1OS. So they mailed me what looked to be a zip drive and told me that when I received it he would call with instructions on how to do it. Not being computer savvy I waited on his call. I'm still waiting! I did get a few calls from different people who asked me if everything was alright and did the latest attempt to solve my problem work! I explained numerous times to numerous people that no one has called with instructions on how to do it yet. I've called Support Request gave them the Service request number and I've e-mailed them with the same information a couple of times even giving them the best time to call. Still no call!! has anyone ever had the same frustrating experience and if so, what did you do to remedy the situation? Thank you for any help anyone can give me.