Adventures in tech support

So, my laptop screen got broken on the way back from Flock, and ever since then I have been dealing intermittently with Dell trying to get it fixed under either the warranty or the rather expensive support contract we purchased from them, to so far, very little result. The system is now in a Dell repair depot somewhere. With an extremely obviously cracked screen. With an incident report that, as it's been told to me, clearly explains that the screen needs to be fixed and that this is a priority job. (And also should, finally, be fairly straight on understanding that this is the version of the system that comes preinstalled with *Linux*, which it only took them a week to grasp). I'm sitting in front of my cell phone, here, on a Saturday morning. It just beeped to tell me I had new voicemail (the phone never rang; Sammy tells me this is a trick you can do by calling the voicemail centre...). It's a message from the friendly people at the Dell repair depot, telling me to call them back between Monday and Friday, 8 to 5 (despite the fact there's clearly someone there making calls right now, and this is supposed to be a priority job), and tell them my "BIOS password" and my "Windows password". ...weeps