FWIW I am going through something similar with Dell. They have been very attainable but they do not listen to a thing I say and keep giving me quick fix crap that won't work/already told them I did. I'm in the process of getting a whole new motherboard + harddrive (for free with warranty) and they are going to ship someone to install it. They could(should) have done this 2 weeks ago ffs like I asked. For some reason I am very nervous that the technician won't even fix it. We shall see.