Quote - Well, I'm sorry. I have no sympathy anymore, not after that. If you go to any other software manufacturer and ask for a replacement DVD in the format you are ENTITLED to from your purchase, they don't give you this kind of run around. (I've had DVDs and CDs replaced before, and never had this problem. They look at the license and registration, and will send it to you.
Not MS.
Buyer beware.

Did you even Try hanging up to get a more knowledgeable help desk person? I know it's been ten year since this happened but I had all my CD stolen from my car for QuickBasic 4, and a few other programming language CD's back when I was in school. All I had to do was call and give them my serial number and they replaced all the CD's (Except QuickBasic 4 which they were no longer supporting so they sent me QuickBasic 5 instead).

Sometime's it's all in who you're talking to. Frankly having worked in HelpDesk phone support I'm well aware that not all HelpDesk phone people are created equal. When I get a dunce I hang up and call back later when hopefully a new shift has come on and try to get someone smarter.