Problem with Dell keyboard?

I just got a desktop from Dell last week. I found out that two of my keys work strange. The left SHIFT key never works. The minus key on Num pad tried to open a web browser when I punched.

I contacted Dell via email, nothing's back except automated email. I called Dell several times, but never had a single chance talking with them. The line was disconnected while I was waiting. What should I do then?

The keyboard model is L100; ext no. U011