Problems with Dell premium support

Question

Hello,

I recently purchased an alienware M15 R7 laptop. I included the premium support and 2 pieces of software in the purchase (ms office, and mcafee security suite). I love the hardware, but have yet to find and download the supposed included software. This was supposed to have been pre-loaded on the laptop, and simply activated upon receipt, but i am sorry to say, i have now had this laptop for three weeks, and have yet to get this resolved.

I have called, and been in communication via email with Dell premium support several times, but have not been able to resolve what one would think is an easy solution. Provide a location that i can download the purchased software, and the associate activation codes to use it.

Not sure why i am getting the run around on this, but the responses seem to all be the same with little positive effect, in fact no solution at all. It has been three weeks, and i am still without the purchased software.

Has anyone else experienced something similar?

Do you know of the best way to elevate what feels like poor support within Dell?

Any guidance or ideas on how to get the help needed would be amazing.

Take care out there, stay safe, and keep up the good fight.

-Cornbread

confuseduser43 · Answer

Hello, Check if you have an app called 'Dell Digital Delivery' if you have open it and pray as mentioned here

C0rnbread · Answer

thanks for the response. yeah, i have it, but it the two bits of s/w dont even show up there.

confuseduser43 · Answer

Hello, When you purchased said software they should deliver it or stop selling it send DELL-Cares a private message and make a joke you going to charge them waiting interest haha.

C0rnbread · Answer

ach , what a nightmare. we are going for round two of remote help this afternoon. if no help today, i am asking for a refund on the software, and the cost for what Dell claims is enhanced support... just dont get why something so straight forward can be so challenging.  wish us luck!!

C0rnbread · Answer

sorry amigo, it does not. I have access to this, but the software does not show. I also checked the dell digital delivery app, and the software shows here, but when i click to download, it wont download. definitely something on Dellls side. i dont think they preloaded this laptop as they should have, and certainly they have yet to activate the software purchased. Thani you for the suggestion though ,

confuseduser43 · Answer

Hello, Does this help How to access your Dell Digital Locker

Customer Care

Problems with Dell premium support

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