I did go to chat after 3 calls - after explaining my problem, with a long message, the person said it was beyond her technical level of expertise. Then she gave me the number for out of warranty situations. I am under warranty. Thanks a lot Dell. The support person sounded like they were in India, which is fine - but totally beyond "understandability" due to the quality of the connection and the patois of the support person. Very frustrating to say the least. Thanks for the info.