“We have had Dell computers for a very longtime for personal use and have had great experience not only with the computers themselves but also with the customer service department.”
- Dell Customer
PREMIUM SERVICE PLAN
The Premium Service Plan combines the Basic and Advanced Service Plans with features like preferred technician access and schedule ahead support.
Preferred Technician Access
You may ask to speak with your favorite technician anytime! If they are helping someone else or not on duty at the time, you can schedule an appointment.
If you are going to need telephone support on a specific date and time, you can schedule it in advance via email.
North American Phone Support
Get access to Dell's best-trained, North American-based technicians.
Accidental Damage Service*
Accidental Damage Service (such as for liquid spills, drops & falls, surges & screen breaks) offers the support needed when accidents happen to your Dell systems. This service covers repair and replacement for various accidental damage, not covered under your limited hardware warranty, including liquid spills, drops, electrical surges, screen breaks, display breaks and other collisions.
24/7 Phone Technical Support Service
Your time is valuable, so our remote diagnosis professionals are generally available by phone 24 hours a day, 7 days a week, including regularly observed holidays.
Dell developed DellConnect to improve your remote diagnosis experience. It is a simple online access tool that allows a remote diagnosis professional to securely access your computer through your internet connection, diagnose your problem and repair it. All under your supervision. So you decide what we see, where we go and what we do. It’s like we’re right there with you but we’re not.
In-Home Service after Remote Diagnosis
If your System's issue is covered by Dell's Limited Hardware Warranty* and that issue is not resolved remotely, this service allows you to have a technician and/or part dispatched, if necessary, usually in 1 or 2 business days following Remote Diagnosis. During Remote Diagnosis, you may be asked to access the inside of your system (where safe to do so) or to participate in troubleshooting until a cause can be isolated.
All Dell portable computer batteries come with a 1-year limited hardware warranty*. Increasing the number of years of your Dell service plan does not extend your battery limited hardware warranty beyond the initial year. Replacement batteries are available for purchase at www.dell.com/battery.
Hardware Coverage VS. Software, Networking, How-To & Etc. Coverage
Dell Service Plans protect your computer purchase from hardware problems. All Dell Service Plans (Basic, Advanced, and Premium) available in the US include hardware coverage by Dell’s manufacturer limited hardware warranty, service and support coverage for the term indicated on your invoice (which was selected by you at the point of purchase) (1-year, 2-year, 3-year, or 4-year). For more information about what is covered by your limited hardware warranty, please go to www.dell.com/warranty.
A copy of your service contract(s) can be found here. If you have questions about which of these service contracts is applicable to you, please consult your invoice. A copy of your invoice can be requested here. Issues or services like computer setup, usage, internet configuration, software, home networking, data transfer & back-up, how-to, education, e-mail setup, and operating system installation support are not covered by your limited hardware warranty, technical support, or any of the service plans. Free self help assistance is available 24/7 at www.support.dell.com. Dell continuously works to improve this support website. In case you require additional assistance solving any of the issues mentioned above, Dell has highly capable professionals ready to assist you for a fee. Additional information on Dell’s fee based services is available at www.solutionstation.com.