My CD/DVD drive went out. I could not reinstall the drivers because they are on a CD. I did an online chat with tech support. They took over my puter and fixed it in 10 minutes. While I don't appreciate that their tech folks are in India, this one was really great. I also spoke with him on the phone to extend my warranty for another year. I was so close to just going out and buying an external drive or a new laptop, but since it is still under warranty I decided to get the fix, and I'm glad I did. If anyone is considering buying a Dell, I just wanted to share a positive experience with you. The extended warranty is also cheaper than trying to replace a part, labor, or the laptop. In this economy, that means something.