The reset password goes to your email address on record. It may not be the one you think it is. As the system is automated, check any other email addresses you have provided when calling in and they set up one of their service tickets. Other option is call in and go to Customer Care and let them know you need a reset. They should be able to verify who you are and then process it like a BIOS password reset for a notebook system.
Hello, I reformatted my HD and everything seems to be fine.  Went to DellDataSafe to restore my files, but the passwords I tried didn't work.  So I clicked 'forgot password' and answered the security question, then clicked on the 'send me temporary password', and I have been waiting for this e-mail for about 28 hours now.  If it never comes, is there any other recourse for me to get my files back?  Any phone number I can call?  Thanks for any and all assistance! 
Dell Data Safe password