I bought a brand new, top of the line, fully-loaded XPS 9550 directly from Dell, in late fall of 2016. I bought it to replace my old XPS that was not longer working. Tech support had already reinstalled the operating system in that one three time.

My new computer started having problems (blue screens, restarting and shutting off randomly, screen would freeze, etc) within two months of purchase. I called Dell for help. They told me that the problem was "probably" the software so there was nothing they could do. I continued calling for a period of a year and a half! Tech support did nothing. They finally re-installed the operating system (and erased all my programs in the process), at the end of 2018. I WAS TOLD by the Dell representative that the Premium Support Plus warranty would  safeguard me from having to go through this ordeal again. I bought the premium warranty. 

Within a month, I was having the same problems (the screen would freeze, computer would restart randomly, it would overheat, etc). I called Dell several times but, again, they refused to offer any real help. Tech support took over my computer on numerous occasions but they were not able to identify or fix the problem. So, they kept on asking me to send the computer to them so that they can re-install the operating system. I refused. I had just repurchased the programs I needed for work and I did not look forward to wasting that money a second time. Eventually, by late April or early May, I was unable to use the computer any longer. Whenever I tried to open a browser (and often even before that), it would freeze, restart randomly, shut off, or bring up a blue screen. (Parenthetically, I used this laptop for my job at the University I teach at. Unfortunately, I had stored all my students' grades on it. So, when the computer stopped working in late spring of 2019, I lost access to those grades. This has been a nightmare for me at work.)

Since May of 2019, I have tried to use the computer at most 5-6 times with no luck. This week, when I called support again, asking them to replace the computer, they refused. They told me the problem is not with the hardware (how do they know that? they were unable to perform any tests on it) and that they are "willing" to reinstall the operating system.

This has been the worst customer service experience I have ever had with any company ever. For the money I have spent on this computer (when I originally bought it and again with the extra warranties), this should not be happening, and it should not be happening for a second time. I need the laptop replaced. IT IS DEFECTIVE. I should not have to have my programs erased every few months. This is unacceptable!