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August 13th, 2025 19:52
Premium support? #2
This is exactly my experience.
I have a system that was failing to post with a RAM error blink code. I initially troubleshot with the support technician remotely. When no solution was found, I drop the system to a Dell authorized third party for repair the same day. They logged a ticket for failed motherboard and RAM modules the same day. That was 3 weeks ago (18 business days) and both myself and the third party repair facility have been provided no updates beyond "parts are unavailable".
I have "escalated" my ticket to the logistics team twice in that time asking for an ETA on part availability and an estimated time for repair and have been given zero updates beyond "please be patient while we work as fast as possible for a resolution". They've sent me a follow up email every time I've called in (usually every 3-4 business days asking for an update) with the same messaging and, usually, a completely incorrect name in the email form when it isn't just filled with unreplaced XXs. I had one email last week which said the parts were available and the machine would be completed in 3 business days. That date came and went and the repair facility hasn't even received tracking information for the parts.
The call in support cannot provide me any information at all, no ETR, ETA on parts, any confirmation that the escalation has even taken place, or that anything is being done other than "Trust me bro."
eophten
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August 13th, 2025 20:06
To make matters worse, I run this same desktop as our choice of primary desktop model in our development shop, albiet with Pro Support not Premium Support. The lack of replacement parts for this model is making me extremely uneasy about using Dell as our vendor of choice for desktops on a 3 year lifecycle. I can't afford to have a remote employee out of work for 3 weeks or more waiting on a part which may or may never come.
eophten
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August 13th, 2025 22:18
My understanding is that premium support plus contracts with partner led carry in service are supposed to have a 7 - 12 business day repair service level agreement so I would love it someone could find out when I will be able to get an update on this issue @DELL-Cares
eophten
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August 19th, 2025 16:48
Another week without any substantive update beyond "parts are backlogged". My ticket has been marked as "completed" and three separate attempts to escalate the ticket for any information on a timeline for next steps have gone unresponded to by the internal group. Can someone @DELL-Cares please reach out for any sort of update which provides more information than "please be patient"
eophten
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August 26th, 2025 17:00
33 days and the only update is "we are working with our internal teams to assess part availability".
eophten
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August 28th, 2025 13:43
@DELL-Cares How long should I wait for ticket resolution before filing an official proof of loss? Who do we file an official proof of loss with?
eophten
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September 8th, 2025 15:28
Premium support has closed my ticket. The dell repair facility still has no updates on their internal ticket for several weeks, they have not received the parts, i received no updates when the ticket was closed, why it was closed. The first i saw the ticket was closed was when I emailed asking for an update and the automated system bounced it back saying it was closed. @DELL-Cares
<Private data removed from public view. DELL-Admin>
Phone support cannot give me or the repair partner any information.
(edited)