I purchased Dells top of the line Dell business computer a t7920xl precision Gold and received it July 2020. It is out of warranty now but as a business computer owner Dell has always been responsive to allowing customers to pay to install Dell authorized parts.

Over the years I have expanded it with dell manufactured parts and used paid Dell labor. I have expanded the server by adding Dell ‘flexbays’. 2 weeks ago I called to pay for the Dell part 575-BBSK (to add flexbay 2) and add paid labor to install the part. 

this isn’t unusual for business computers since servers often grow over time as needs expand.

Dell agreed to this when they sold me the part and said to call back when it arrived to pay and book the labor. 

after I had the part and I called up, they denied allowing me to purchase the labor as agreed. I actually had three different conversations with them where they said they would set up the quote for labor as before only to find out a day later I was ignored. Basically a black hole of silence. A few days ago I got a short note saying they didn’t allow installation of dells own part. 

I can not get an answer why they would allow me to purchase labor last year for a similar part for this computer but now seem to ignore the current request after promising I could pay for labor. 

This seems very strange and uneven behavior.