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6 Posts
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12632
November 18th, 2018 14:00
Is Dell's "Premium Support Plus" a complete lie?
Long time (for over a decade) monitor/reader of these boards here, first time contributor.
I bought an XPS 15 9560 in July for my daughter for college use (that was my first mistake). I ponied up over $400 for what was supposed to be Dell's best warranty package, "Premium Support Plus" with the "Complete Care" package too but it's been a complete nightmare dealing with these con artists at Dell. After she spent over 2 hours on the phone with their technical troubleshooting for buzzing loudspeakers the phone support tech determined it was indeed a hardware issue.
Next the nightmare begins. She received an email next day that parts were dispatched, which was over 2 weeks ago. No one contacted her to set up a time, so she calls Dell. She gets a run around about why the scheduling did not happen, my wife finally got involved since a 19 yr. old college kid apparently will be ignored by Dell even though she paid big money for what was supposed to be "piece of mind" for her new purchase. The Dell "support" staff gave my wife brazen lies about how they tried to contact my daughter (they never did), my wife finally got the contact support company's information and the dispatch number that was supposed to handle the claim. They're no better, obfuscation from them too, she was on the phone 3 times with that contractor and getting runaround from them too. Has Dell gotten that completely incompetent to people who PAY big bucks for "support"? I know I will never, ever give these a red cent of my money again after being a loyal customer since 1997. They lost me for GOOD.
DELL-Chris M
Community Manager
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56.9K Posts
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November 21st, 2018 05:00
Discussion done via Private Message due to private data needed to investigate.
tnmats
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6 Posts
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November 18th, 2018 11:00
Long time (for over a decade) monitor/reader of these boards here, first time contributor.
I bought an XPS 15 9560 in July for my daughter for college use (that was my first mistake). I ponied up over $400 for what was supposed to be Dell's best warranty package, "Premium Support Plus" with the "Complete Care" package too but it's been a complete nightmare dealing with these con artists at Dell. After she spent over 2 hours on the phone with their technical troubleshooting for buzzing loudspeakers the phone support tech determined it was indeed a hardware issue.
Next the nightmare begins. She received an email next day that parts were dispatched, which was over 2 weeks ago. No one contacted her to set up a time, so she calls Dell. She gets a run around about why the scheduling did not happen, my wife finally got involved since a 19 yr. old college kid apparently will be ignored by Dell even though she paid big money for what was supposed to be "piece of mind" for her new purchase. The Dell "support" staff gave my wife brazen lies about how they tried to contact my daughter (they never did), my wife finally got the contact support company's information and the dispatch number that was supposed to handle the claim. They're no better, obfuscation from them too, she was on the phone 3 times with that contractor and getting runaround from them too. Has Dell gotten that completely incompetent to people who PAY big bucks for "support"? I know I will never, ever give these a red cent of my money again after being a loyal customer since 1997. They lost me for GOOD.
tnmats
1 Rookie
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6 Posts
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November 21st, 2018 06:00
Chris, the laptop was repaired (seems OK after 2 days of usage) and I replied via the PM system. There still is an issue that caused the entire mess, erroneous contact information that never gets updated after repeated attempts on my wife and daughter's part in Dells' systems. I hope you can get that corrected.
skrallDrogo
2 Posts
0
August 6th, 2019 20:00
peace*
skrallDrogo
2 Posts
0
August 6th, 2019 20:00
Dude, just get better at laptop maintenance.