Extending premium warranty

I own an XPS 8950, It's premium cover warranty was due to expire in November.

I decided to extend it for a year so I followed a link through supportassist, which took me to this page:

I thought - great, that's what I need, and so I completed the purchase.

I purchased the extension 4 days before it was due to expire. When the expiry date came, my support switched from 'premium' to 'basic'. I assumed it was a mistake so I made a service request and they said they'd look into it.

After a few more agents said the same I eventually spoke to someone who said this wasn't a technical support issue and that I should contact customer care about it.

Customer care emailed me and told me I should contact technical support!

I'd had enough of online methods so I just called the number provided for technical support. After a lot of back and forth and being put on hold while they spoke to other departments, I was finally told that I have 'basic' warranty cover, but I also have one year of 'basic' onsite cover.

This seemed extremely confusing, but I thought ok, all i care about is being covered for onsite help so I thought that would be the end of it, but I then found out that this extension of my warranty basically means that I get a second rate version of premium onsite cover, i.e. no 24/7 help, only business hours and if any parts are needed then premium customers take priority and I get to wait with my basic cover.

That isn't what I wanted, so I asked if I could speak to someone about it and the technical support guy put me through to the sales department who took my service tag and promptly hung up on me. I ended up in another queue, after 10 minutes it took me to an automated survey response where I was asked to rate my experience... really?

Can someone explain to me how you go about extending ACTUAL premium cover? Is there a secret page in supportassist that you have to discover to qualify for it? Because going through the normal channels got me absolutely nowhere.