Hi Juan. I'm Greg, an installation specialist and 8 year Windows MVP, here to help you.
You'd need to contact Support again and ask for a Supervisor:
https://partner.support.services.microsoft.com/...
In the future I'd come here because we have experts here that can help you, whereas there are no experts in Support except for some hires in the Microsoft brick n mortar stores to compete with the Apple Genius bar. Support reads from scripts that are often outdated. We write those scripts here for customers every day.
We could have told you there's no downside with doing the Reset either from Windows following
http://www.laptopmag.com/articles/reset-windows...,
or from Advanced Startup Options if Windows won't start or cooperate:
https://www.tenforums.com/tutorials/2294-advanc....
It will offer to save your files, but those should be backed up at all times anyway so I'd choose the option to get it cleanest. Then take your time reinstalling programs and Updates so you can observe how each affect's performance.
If you want the very best install look over this gold standard tutorial for a Clean Install which should get you past all difficulties as it has hundreds of thousands of others who have followed the steps in this link and never come back to report another problem:
http://answers.microsoft.com/en-us/windows/wiki...
I hope this helps. Feel free to ask back any questions and let us know how it goes. I will keep working with you until it's resolved.
