I have been a long time Dell customer in both my professional career and my personal computing needs, however that may be over. I have been without my system covered with Premium Support for 30 days and I have wasted time calling and emailing Premium Support for status information.

1. I contacted Premium Support on December 22, 2021 with an issue with the computer display. I was told that a part would be shipped and a on-site repair would be dispatched within a few days.
2. Premium Support communicated that the part was not available and the repair dispatch was closed.
3. I received an email on January 4th offering a replacement refurbished system with an ETA – 5-10 days
4. I have contacted Premium Support be telephone and email to determine the status of the system shipment 17 time... no status provided.
5. My emails asking for status have been ignored
6. My phone calls to Premium Support tell me that the replacement systems are handled by another department and so Premium Support does not know the status or how to resolve.
7. In talking to a Premium Support Manager on January 11th, I was told that she would investigate/expediate and send me a status in 24-48 hours… no email
8. So, in summary no calls or emails from Premium Support or any other Dell representatives since January 4, 2022

Another interesting fact is that I can order a refurbished system from the Dell website and receive the system in 3-5 business days and next business day with an additional shipping charge. What about a long time Dell customer?  

Any suggestions would be appreciated.