Refund on support

While you are awaiting for assistance from DELL-Care agent, you may want to review the refund policy on Premium Support contract.  It would help to know about all your rights.  A full contract of Dell Premium Support can be review here https://i.dell.com/sites/csdocuments/Legal_Docs/en/us/dell-premium-support-cons-sd-US.pdf

Cancellation:  If you purchased this service from a seller other than Dell, please see your sales receipt or other sales documentation for return policy, and please visit your original place of purchase for returns, cancellations, or refunds.

FOR CUSTOMERS WHO PURCHASED FROM DELL, YOU MAY CANCEL THIS AGREEMENT BY PROVIDING
TO DELL AT LEAST THIRTY (30) DAYS WRITTEN NOTICE OF THE DECISION TO CANCEL. DELL WILL ISSUE A REFUND TO YOU FOR ANY UNUSED PORTION OF THE SERVICE TERM FOR WHICH YOU HAVE PAID. 

IF MORE THAN THIRTY (30) DAYS HAVE TRANSPIRED FOR THE CURRENT CONTRACT YEAR, THEN A REFUND WILL NOT BE PAID FOR THAT CURRENT CONTRACT YEAR. THE BASE LIMITED HARDWARE WARRANTY MAY NOT BE CANCELLED.

CANCELLATION OF EXTENDED WARRANTIES OR ADDITIONAL SERVICES AT ANY TIME AFTER THE ORDER IS
PLACED MAY REDUCE ANY APPLICABLE DISCOUNT AND MAY REQUIRE RETURN OF THE COMPLETE PRODUCT.

I have a similar problem.  I might as well not HAVE support, and the 30 day written notice  for a refund is BS.  They didn't require written notice when they sold it to me!  Anyhow, I've had my system for a couple of months now, and after numerous (more than a dozen) tries, I've yet to speak to a support agent. Over $3000 dollars for this new system, and I'm about to put it in the closet and go back to my old system.