I am an Apple guy but went with Dell because my work is Windows based. I assumed "Premium Support Plan" would be comparable to the AppleCare plan. I feel the services provided in the "Premium Support Plan" vs "Premium Support Plus" was not explained to me clearly. With 5g financed, I wanted to be protected, and I would certainly expect accidents would be covered under the "Premium Support Plan". I would not even hesitate/blinked an eye for the coverage at this additional cost. This difference between these two services is less than $200 on a 2 year duration. I know I did purchase the "Premium Support Plan" and this is a stated service online from Dell that they cannot comply to.Īs for the "Premium Support Plan" Vs. But when I contact sales, someone replies in 30 seconds. Where is this? I've been trying to contact technical support for approx 2.75 hours still no one. The Premium Plan indicates I should have fast communication with technical experts. So, here I am now waiting for a call that's probably not going to happen. I am a quality Manager myself and I know this has to exist for computer giant like Dell. Very unprofessional and I am sure this is not part of the Dell Quality manual. After approx 1.75 hours on hold hey just hung up. Meanwhile I still have Dell XPS customer service on my phone. He also informed me a service request was initiated and someone would call me between 1-2 hours.
He informed me I purchased the Premium Plan and "Accidents" were only covered in the "Premium Plus Plan". The sales rep was really good and started looking into my issues. I got off work, found my "Service" number on my laptop and called in.Īfter 1.5 hours on hold, I got frustrated and popped into a "Chat" window again. I then contacted someone on the sales "Chat" window and he informed I needed the "Service" number and he could not help me. I was at work, and could only spend 1 hour on hold (before I had to return to work). I remembered purchasing the "recommended" premium support plan from the sales rep. I didn't worry at the time, because I felt my $5g laptop was covered.
I immediately powered it off and turned it upside down for 48 hours to dry out. My little girl was sitting on my lap, and she accidentally hit my coffee cup and it spilled on the laptop. So now (3 months later), my daughter and I are uploading some pictures of her birthday for review and editing after a nice dinner. I felt happy with my purchase and very pleased with the Dell Sales team. I totally agreed with this (5g investment and I want it protected) I ASSUMED this was comparable to the AppleCare plan and that "Accidents" were covered. The sales rep recommended I purchase the "premium support plan" for the duration of my finance. I remembered online, you have different prices for the duration of the contact. We settled in on the cost of the laptop and he started to talk about warranties. The sales rep recommended that he call me. Then I started to "Chat" with a sales rep for financing options. I know this seems a lot for a laptop, but I configured it so I can also use my work laptop at my home (just plug into my Dell dock). I finally pulled the trigger and financed $5,038. I spent months researching online and configuring the laptop to the way I wanted it. I recently purchased a Dell XPS 15" laptop.