This story repeats often. We sometimes want them to fix it without reloading the OS. Very few know how to do that. If you didn't want to do that then you may want to get your money back.
I've had nothing but problems with my Dell Inspiron 1545 since I purchased it a month ago. The mousepad driver was defective but support was no help at all for the first 3 times I contacted them. On the 4th try, I got a tech who knew what the problem was! Now it is booting up in the safe mode (I think) -- comes on in the original black and white screen. If I reboot, it comes on normally. I've called support twice, but again, no one seems to know the answer. Do I have a lemon? Should I try to get my money back?