Again, do the online chat. Doing it on the phone is painful. I always seem to get a better response with the chat feature. I told them Monday afternoon I needed the disk. Tuesday morning FedEx delivered the disks.
BTW, the tech at the other end of the chat did tell me at first that the disk wasn't included because there was no built-in drive...but then immediately asked if I had a drive. Of course, I said. (I avoided the temptation to get into a discussion about the fact that they provided all the drivers and Works disks with the 10v...just not the OS disk.)
I will never place a phone call Dell support if I can avoid it. As soon as I hear those two touchtones which send me to parts unknown, I know I'm in for a full afternoon of serious headaches.