I've purchased an all in one Inspiron AIO DT 5400 + 1Y Premium Support which arrived yesterday. 

Whilst the glass screen on the monitor is unblemished (image 1) when I switched it on this is what it looked like (see image 2). Presumably the damage is to the LCD system underneath. 

It appears that Premium Support means a virtual assistant, which couldn't really understand why image 1 and 2 are the same screen, the first off, the other on.  When I asked to speak to a human assistant it just asked for a picture again, and said everyone had all gone home for the weekend! 

Shouldn't I be getting better service than this?  What sort of response would I get without paying for the 'Premium Service'?

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