Now that Ubuntu has the Unity interface we really need to know if
users of 11.04 upwards said whether they are using Unity - i.e. with
the left hand side bar. Instructions on how to access settings etc are
very different than with the previous desktop scheme

As for the lack of sound - much can depend on what hardware is being
used, particularly if it's a laptop. So make / model number is a good
start. Also have you tested the headphones / speakers on another audio
device - would be bad luck if both died at the same time but I have
seen instances where that's happened and the poor user has tried to
fix their sound problems in the computer when the fault is external