Dell White Glove Support is a scam

My son is an engineering student, requiring a high powered laptop  ($3,000+) and 24x7 "uptime".  Accordingly, I purchased 4 years of "white glove" service, which promises one-day on-site technical support to resolve issues/repair.  TEN days ago we reported an issue in which the computer would not turn on at times (once for nearly 2 days) and could not be unplugged or moved.  Dell has scheduled a technician every day for the past week to resolve, requiring my son to be available in a 4 to 8 hour window.  Not only has a tech not shown up - Dell says it's "not their problem", rather, it is the subcontracted vendor's fault - and therefore Dell is not in violation of it's agreement to provide the one day support that was paid for.  I just spoke with yet another Dell "manager" in a never ending string of "escalations", and he simply repeated over and over that Dell's service agreement does not require that they actually provide service, but rather they only need to do so if a tech is available - going so far as to state that they can schedule techs as many times as they want, require my son to be available at all prescribed times, but that if the tech doesn't show up, that's not Dell's problem.  In fact, he even stated that Dell overschedules techs and again, if they don't show up, that's not Dell's problem and it does not violate their one-day "white glove" service agreement.  He capped the conversation by telling me "this is not a problem that is going to be resolved in a day... Dell is selling a service product ("'white glove") that is a scam.  Horrendous is too kind a word to describe Dell support.