My Dell PC broke down in 2010. I rejected Dell's DIY proposal with a screwdriver for fear of voiding the warranty. Techmobile Stornoway fixed it. But they deleted Microsoft Office. Having refused to pay the £95 for a replacement CD that Dell appeared not to have dispatched at time of purchase a second MS CD was not received by Dell. The power lead then fused in January 2011. I contacted Dell who promised to come back to me and never did. Frequent online chats and promises to resolve the problem took place as I have a speech impediment. I then emailed Mr Michael Dell in Texas. His colleague, Mr Jacob Isaacs emailed back. He sent a new power cord and 'product key' last year instead of the CD which I have been unable to use. Knowing I can't speak, having relevant emails with his colleagues Mr Isaacs then gave me a premium rate number to call to activate the key to download Microsoft that his repair agents removed. I have been without a fully working computer since October 2010.