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Dell Tech Concierge Website FAQs


Prices & Billing


What’s the cost of the Dell Tech Concierge service?

Dell Tech Concierge is a great value at $239 per year, only $0.66 per day.

As a Dell Tech Concierge customer, you will have 24/7 access to PC and electronics experts by phone or live chat. But there is so much more to this service. You will also enjoy:

  • Access to our tech experts who will help ensure your computer is running at peak performance
  • Automatic, ongoing proactive maintenance and optimization for your PC.
  • Assistance from our tech experts who can setup and customize your computer and connected devices.
  • Help protect your data with backup options, virus removal and more.
  • Weekly status reports available through the Concierge bell on your desktop.

Unlike Dell’s other computer troubleshooting and repair services which cost as much as $129 for each issue, you can contact us as many times as you would like as a Dell Tech Concierge customer.


How do I cancel my subscription?

Extremely satisfied customers are our goal. If there is anything we can do to improve the service you are receiving, please let us know. You can cancel any time by calling 1-877-790-3355. If you cancel within the first 30 days and have not opened an incident you may cancel and receive a full refund.


Coverage


Can you also help me with issues I’m having with my MacBook?

At this time, we only offer support for Windows based computers.

Do you offer plans that cover more than one computer or a household plan?

Not at this time, but we are in the process of expanding our offers so please check back with us regularly.


Software


Can a technician access my computer without my permission?

No. Only you can initiate the connection. When our tech experts remotely connect to your computer, a program is temporarily installed to allow access. Once we’re finished working, we log off the session and the program that allows access is completely removed from your computer. You also have full control and can terminate the connection at any time you wish by clicking on the red "X” or “Exit” button in the chat window.


How does Dell Tech Concierge software help fix the issues on my computer?

The Dell Tech Concierge software will automatically run a series of tests to help improve the performance of your computer. It will be looking for errors that can be automatically fixed before they become big problems. This is the preventative maintenance part of this service. If you have an issue prior to loading the Dell Tech Concierge Software on your computer, please call 877-790-3355 and a live Concierge will help fix and resolve the issue.


Do I have to stay in front of my computer when a tech expert is working on it?

While you’re certainly welcome to observe your remote session, if you’ve provided the Tech Expert with all of the necessary information to help resolve your issue, we won’t require that you remain in front of your computer.

Simply mention to the Tech Expert that you need to leave, and find out if they need any additional information. When you allow us permission, we can fix your computer without you.


I just downloaded Dell Tech Concierge Backup and it’s asking me for an email and password. What do I do?

Enter the email used when you signed up for Dell Tech Concierge, and select a password. This password makes sure only you can browse and restore your backups.


Can I change my email or password that I use for Dell Tech Concierge Backup?

Yes, you can change these at www.dell.com /mybackupaccount.


Is the Dell Tech Concierge software safe?

Dell partners with 3rd party vendors whose software and applications are certified, tested and very safe for you to use on your computer.


Will this software slow down my system?

No it should not slow down the system, in fact the regular tune up functionalities of the tool may actually make the system faster.


What does this powerful software do?

The software runs automatic checkups regularly on your computer searching for potential issues that can slow you down or cause problems. Our active prevention technology is designed to help stop issues before they happen to help keep your computer performing and working at its best.


What does the active monitoring technology do?

The active monitoring part of this service will actually monitors your computer remotely looking for possible threats to your system. For example, if it sees your Windows crashed it will alert our team and we will attempt to fix it from our end. If we need your help we will call you and work through the issues and get it fixed together.


What other features does the software have?

Dell Tech Concierge software has exclusive diagnostic and repair tools that you can run yourself with the click of a button or you can have your Tech Concierge run for you at any time. It also comes with 5GB of online backup space* as well as full system image backup to a local device.


What kind of things can the Dell Tech Concierge help me with?

The most common issue we run into is a virus on the computer. We will help remove viruses and any spyware from your PC. We also help with home networking and security setup. We can help you install software and peripherals such as a printer. If you need help connecting your camera to your PC to move over your photos, we can help. Have general questions, we’re here for you, no matter how simple or complicated it may be. We’ll help with any printing issues, internet connection or access issues. We can even help customize your desktop to the way you want it. If your computer is slow, contact us, we’ll help get it working faster, like it should be.


What can I expect when I sign up?

Shortly after you sign up you will be receiving an email confirming your order. By next business day you’ll receive a Welcome Email from the Dell Tech Concierge team with a link to download the software.If you need help immediately you can chat with us and we’ll get you started with the active prevention software and solve your immediate problem or concern. Just click here to begin the chat and provide your Dell Tech Concierge with your order number. After about two weeks of joining our family, we will be calling you to ensure you’re setup and working properly and to see if you have any questions or concerns we can help with. Following that we’ll reach out to you by phone every three months just to see how things are going and let you know what issues we’ve solved for you that you probably didn’t even know happened!


I have my data backed up. Why would I need the Dell Tech Concierge backup?

Yes, many people already have data backup. What makes our service different is that we give you 5GB of online storage space* for your data, pictures, music etc. AND we will automatically continue to back up your data after initial setup. This means that you don’t have to remember to do it…we do that for you regularly and automatically. You’re protected with Dell Tech Concierge backup! We can also help back up your files to an external hard drive for local backups.


I have online storage. Why do I need the Dell Tech Concierge Backup?

Online storage is not the same as online data backup. Unlike common online storage solutions, our backup application automatically backups 5GB of designated files to the cloud regularly so you don’t have to. It has the capability to also back up files to an external hard drive for local backups. Additional backup space is available for a fee.

*Please note: Upon termination of your Dell Tech Concierge service contract, you will no longer be able to access your online backup data. If you do not plan to renew your service, you should back up your files using a different program or backup service. All of your backup data will be removed from our servers 30 days after your contract expires.


General


What hours are you available?

The Concierge team is available 24 hours a day, 7 days a week.


How many times can I call or contact a concierge with this service?

You can contact the Concierge as many times as you need. There is no limit to the amount of times you can call. When you call, the Concierge will give you their undivided attention until your issue or question is resolved. We will never rush you off the phone or chat.


What’s your troubleshooting method?

With your permission our technical experts will remotely connect to your computer to help resolve your issue. In many cases, you won’t need to stay in front of your computer as the tech expert fixes your system but you are welcome to sit around and watch.


My Concierge did a great job. How do I give feedback?

When a chat session ends, you’ll be prompted with a survey. We’d appreciate it if you could fill out the survey and include any ideas or feedback you have about our software or service. We use your feedback and ideas to help improve our service so we can ensure that we are offering you the best service possible.


What is the value of subscribing to Dell Tech Concierge when I already have a Limited Hardware Warranty?

Dell Tech Concierge goes beyond limited hardware warranties and includes troubleshooting of software, connected peripherals, and home networking issues. We also help keep your system running smoothly with automatic tune-ups, backups, and internet security protection if you need it. Dell Tech Concierge is designed for customers who demand a higher grade of service when they have an issue with their technology. Dell Tech Concierge offers help and support for other connected devices as well, not just for your PC. We also help with your network connections and software installations. Dell Tech Concierge provides our clients with worry free, reliable service whether in or out of warranty, Dell or Non-Dell Products Windows-based PCs and connected devices.


What are the minimum system requirements?

Dell Tech Concierge Software can be installed on any PC running Windows XP Service pack 3, Windows Vista, Windows 7 or Windows 8. You will need at least 100MB of free hard drive space. The Dell Tech Concierge software has been tested and is compatible with Internet Explorer 7 and higher, Mozilla Firefox, and Google Chrome browsers. You will also need a minimum of 1GB of RAM available on your PC as well as connection to the internet (High Speed recommended).


Can my friends outside the United States order this service?

Currently the Dell Tech Concierge service is available only in the United States.


How do I set up Dell Tech Concierge if I purchased it from a retail store?

Simply call to set up the Dell Tech Concierge software at 877-790-3355 . Have your Service Tag number ready to give the tech expert who will help you set up active monitoring, assist you with choosing an antivirus program, and secure your wireless network. We will ensure your devices are working together and running at peak performance.

Offers subject to change, not combinable with all other offers. Taxes, shipping, handling and other fees apply. U.S. Dell Home new purchases only. Dell reserves the right to cancel orders arising from pricing or other errors.

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