I really love Alienware and was attracted by its reputation so as Dell's support. People often say that Dell has the best support. So, I bought my Alienware as well as 5 years premium support!

In the beginning, I had some computer performance issue (run very slow, cannot believe I have i7 and 16gb RAM and 256SSD). So, I call the support several times. Each time at least takes me 30-1hr to solve the issue, which obviously can be done faster if they can skip the verification every time. I cannot believe a tech company like Dell still not equipped with voice recognition tech. Every time! Every single time, they will ask me lots of information for TWICE! Really waste my time. What they end up to do is just use a tuning software and run it. But, issues still not fully solved.

So, I figured maybe because I should use a Samsung  SSD and reinstall my system. Then, I asked them can they help with that. They said NO. Can you believe it? They said No. So, I have to do it all by myself. After this case, I start to think what is the point to have this premium support. Then I call them to cancel it, which they promised when they convinced me to purchase it. 

Now, several departments start to pass the buck to each other. Technical support said I need to contact customer service department and customer service department said I need to talk to technical support. 

Meanwhile, I have issues with my camera again. So, I want to give one last try. I call them again. As a result, my whole night (>3 hours) was talking to technical support and end up with nothing. The problem is still there. And I fixed by myself temporarily. That guy also promised to call me back and we have an appointment. But, I still not receive any follow-up. 

So, can someone tell me why I should spend several hundred dollars to have this so-called support? Now, I still cannot find a way to get my money back. So DISAPPOINTED.