After dealing with this for 3 times in the last few weeks, it deserves a mention. I troubleshoot & repair computers, and it is difficult to get the job done in a timely way unless this point is addressed:

Make sure you always keep all disks you receive with your computer. Keep them in a SAFE place you can find easily. You WILL eventually need them. If you speak to a technician, chances are you will need them right away - don't waste phone time searching for them.

You might need a utility on a driver disk, or write over a software program, or get something off the operating system disk, or even format and reinstall the operating system. You cannot do ANY of the above without your disks. The disks include the operating system (Windows or other), your drivers for your modem, video cards, sound cards, etc. Also your boot disk, and software you installed (such as MS Office).

If you can retrieve these quickly, it will make the troubleshooting and repair job go much easier and much faster. Who has time to sit around when you are having computer problems? Not the technician, and I am betting not you.