The guy you spoke to is talking nonsense, forget about it. You are in the US fill out this form here, if it is the same form you have filled in, I would just fill it in again. The request reason should be need media for troubleshooting or missing/damaged media, just pick the one you fancy. Once you have the media follow the instructions in my wiki A Clean Install of Windows 7 for the reinstall procedure, perform the optional step with the DBAN as you had an infection. Alternatively if your COA is in tact and you can read the 25 digit product key you may use a Windows 7 64 bit .iso of the same version alongside phone activation. The download links and instructions to make a bootable DVD or USB are found in my complementary wiki Windows 7 Official Downloads.  Please tell me the model of your Dell and the Operating system? Please also tell me what customisations you made, such as graphics cards, network cards, sound cards. This will help me to assist you, I do recommend getting the drivers directly from the drivers and downloads page, however but you should select the drivers by model type and not service tag as the feature for inputting the service tag to get all the drivers relevant to your system and no others is broken and does not give all the necessary drivers. Without knowing your systems model and customisations I can't provide you further help on the drivers.
A few weeks ago my computer got a virus of some sort that the McAfee that it came preloaded with couldn't get rid of. I wasn't able to connect to the internet, and my firewalls would automatically shut off after being turned on. We fixed this by reinstalling the drivers, but since the laptop was custom ordered, are missing many of the drivers and such it still needs. We had to contact dell to reinstall the graphics card driver, and open up access to two usb ports. About a week ago, I found the page on the dell site to apply for a system recovery disk which will include everything that came with it from the factory, including all the software, etc., we ordered with it. Since then we have had no contact from them; so yesterday I decided to call them and see if we will get a notification about  getting a disk or if it will just be shipped to us. The man on the phone said I should make a system backup disk, which won't help me anyways because I have a new windows and I want to get back my old one. He then told me to go to my datasafe 2.0 software, which was no longer on the computer. After I gave him access to my computer to check for what I said wasn't there, he decided he was going to send me a backup disk like I originally wanted, and after putting me on hold so he could fill out the form or something, he said the only way I can get one is if my laptop is stuck in the boot screen. Is that really the only way, or did me filling out that from not really do anything, or am I just overreacting. He also said I was missing the DELL folder as a whole, and apparently didn't think it necessary to help me get a new one. I'm sorry if this post sounds spiteful, but I'm in a very aggravated mood, and any help would be appreciated.
System Recovery Disk