| Hello,
My name is Mike, I’m a Technical Analyst located at Dell corporate headquarters in Round Rock, TX. I’m part of an internet outreach team developed to interact with the online community regarding technical questions and issues that customers face with Dell products. I read your post and was concerned with the experience you’ve had.
I definitely want to help in any way I can, especially if you say that the machine was serviced a total of 9 times within a year. I’m also a little confused when you say we replaced it with a “floor model” so I’d also like to clarify that and see what can be done to rectify the situation.
As far as the Word program goes, you should have received the CD with the system. These CD’s are purchased from Microsoft through Dell so we don’t add them as part of an image. We can only preload the software on the original machine, but you have to activate it with the licensing key on the sleeve of the CD jacket the first time you open the program.
If you would like to discuss this and let me see what I can do to help please contact me back at customer_advocate@dell.com, with this topic in the subject line, ATTN: Mike B. (Bad luck w/Dell), and I’ll get back to you ASAP.
Thank you,
Mike
Dell customer advocate | 
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