I have spent a minimum 7 hours trying to get a Dell support tech to understand my dvd drive needs to be replaced. They have uninstalled many of my software packages - including my old Canon camera software that I no longer have the cd for and Canon doesn't support either... thanks Dell... Anyway, what do they pay those guys? Do they even make a $1 an hour? You would think if you spent 7 hours on the internet and phone with a customer it would be cheaper to just replace the dvd drive... (they're on newegg.com for $29.99). What are they paying these guys that makes this such a big deal? Dell Support is the most inefficient organization I've ever dealt with. They even tried to sell me a deal where I could talk to an American - I told them I already paid for their extended support, why would I pay more? This isn't a racial issue or anything, I don't care what nationality they guy is, I just need a new dvd drive!!!