Welcome to the forum!
Sorry to hear you are having problems with your new PC. Due to policies on this forum (as well as most other Tech forums on the web these days), we cannot assist you with cracking the password on your computer.
You have 3 courses of action to fix the problem:
(1.) Return the computer to the place of purchase (Bigw?), and demand replacement of computer or full refund cash or credit card. I suggest you go right to the Store Manager and bypass all other employees including Customer Service. They are instructed to stonewall you for the most part. I know I worked in retail computer stores for 5 years.
(2.) Call the manufacturer, I believe you said MSI, you can check their website on another working computer and get their phone number from the
"About Us" or
"Contact" link. Not sure what country you are in, but if you are in UK or Europe they have offices and support phone numbers there. They are not the easiest company to work with, and will direct you back to the retailer. You'll have to be very specific about the name and location of the retailer that you tried to get help from, and make
SURE you have the Store Manager's name and number written down when you call MSI. This is very important, as they will not want to help you unless you have convinced them 100% that you've exhausted things with the retailer you bought the laptop from.
(3.) If you get no love from either of these places, you most likely have been ripped off and there's not a whole lot you can do about it. At this point, you can take the laptop to your local repair shop--make certain they are licensed, and that the Tech working on your laptop holds an A+ or equivalent license; if he/she does not-stop and go somewhere else!! Ask to
SEE their license, or get their license #. If they refuse to show you their license or won't give you their number, chances are they are unlicensed and you don't want to use them. I can't stress how important this is. A licensed Tech will either have a badge or ID card and will be happy to show it to you, and even explain what their licensing process involved. Usually years of tech schooling, university or both along with a bunch of money to pay for and pass the licensing examinations. This is much like using a General Contractor to add a bathroom onto your house versus using some guy with a truck and an ad on a community bulleting board with a magnetic sign on his truck. Bottom line: No License--Don't use!!
A professionally licensed computer Tech or Engineer can fix this problem for you for a small fee. Usually $25-$50 in the U.S. is typical and that's what I usually charge. Big retail stores like Best Buy, Staples, or Frys Electronics charge $60-$125 or more for this, so I'd suggest finding a local independent shop or Tech to keep the price down. 9/10 times they should be able to get you going.
Should all of the above fail, you can go online and try to find your local Better Business Bureau office and file a report online or over the phone about your bad experience with this laptop. You can also go to ripoffreport.com and file a report there. Even if you can't get satisfaction, you may be able to keep other people from doing business with either of these 2 companies and get raked over the coals like you did. Yelp is another good option. Companies get very upset when you threaten them with negative online views. That affects their Sales and online revenues directly! I suggest you use that approach too with methods #1 & #2 above if the people you are dealing with get snippy with you.
I also welcome your feedback and any questions you have along the way. This should be a 2-3 day fix using any of the methods above, but may take longer if you are outside the U.S. MSI has not a good rep on getting things fixed; and from what we've seen with other customers in Europe and Africa, if they ask you to send the laptop back to them for repair, it's going to be weeks or months plus they will make you pay shipping at least 1 way.
Best of luck,
<<<BIGBEARJEDI>>>