Premium Warranty Support?

I have an active Premium Warranty on my Alienware laptop.  Next day repair, after diagnostics has not been provided.  Anyone else running into this issue?  

Here is my email to Dell....

"Dell representative,
I have voiced my displeasure with you and your supervisor already about how this case is being handled, and yet we are not taking any steps in the right direction to get this fixed.
I have been a Dell customer for almost 15 years, with my very first PC being a Dell product.  Since then, I have purchased numerous PC's, laptops, etc for family and friends.  I would have, prior to all of this, recommended Dell for any electronic platform (desktops, laptops, monitors, etc).  When the time came, a few years ago, for my wife and I to purchase some high end gaming laptops, a lot of decision making took place on our end.  To spare you most of the boring details, it came down between Dell and a competitor.  Dell prevailed in the end and only because of the track record I have had in the company in the past.  Quality products, top tier support, and timely response were all services of Dell that I knew I could depend on.  So for the past couple years my wife and I have enjoyed gaming on our Alienware laptops.  The products are amazing and exactly worth every penny I have spent on them.  However, what hasn't been worth my time or money, is the premium warranty that came along with the devices.  The warranty IS NOT AS ADVERTISED on the web site OR in the warranty terms and conditions.  Next business day repair AFTER remote diagnostics WAS NOT provided to me.  Here we are going on 6 business days (11 days total) and NOTHING has been accomplished.  I could have done the diagnostics myself, given this issue is not uncommon on my product and the Dell forums documented the root cause/corrective action quite well.  I was told that yesterday (29 November) would be the day when my replacement motherboard, well the replacement for the replacement since the initial one was lost, would arrive and the tech would be onsite to do the repair.  As soon as one o'clock in the afternoon rolled around and I had not heard anything from the tech or Dell, I decided to text the tech.  She stated that no dispatch had been made and that she was off for the next week, great.  So I call Dell back.  Talk to Alex in the warranty department, who was amazing and helpful, only to find out that now my repair part is on back order.  Are you kidding me?!  No one from Dell contacted me, I had to call.  No one from Dell has since called me after talking to Dell representative, like I was told someone would.
THIS IS UNACCEPTABLE.  
Please forward to your supervisor and your supervisor's supervisor.  I will be posting to the Dell forums.  I will also NEVER buy another Dell product again since this is the PREMIUM support that I am being provided.  I will also make sure the next high dollar purchase goes to another company, hopefully one that honors its service contracts and warranties.
I guess I will hear from you Monday......"