DellsupportAvis 

Called dell support team, I had difficulty understanding the automated service but once I got through to an agent, she explained everything and directed me to give her the information requested. She transferred me to tech support, the agent was very helpful and told me exactly what to do on the Microsoft website to recover a bitlocker code so I can reopen my computer. I followed steps and in no time I got my computer back on. Thank you dell supoort for a positive experience where Microsoft dell support could not resolve the issue and told me to buy a new laptop or take it to Best Buy to resolve the bitlocker which only took me 5 minutes to retrieve.

Purchased a new XPS 14. Within two weeks I experienced screen flickering and blackout issues. Three sessions ( totaling 7 hours with Dell support) did not resolve the issue. In fact, everytime I called they wanted me to repeat trouble shooting steps I had done on the previous calls. I finally requested service and they sent me a label to return for repair. Turns out the display was defective an panel was replaced. My laptop was returned within three days with issue resolved.

Online support wasted a lot of my and Dell's time. Once it was returned for repair the turnaround time and quality of repair was excellent but I had to demand the return to Depot or I fear and would have been stuck in an endless loop. Dell needs to do better.

I purchased a Dell XPS 15 9570 with premium support as I was starting a new business and couldn't afford downtime from a non-functioning laptop. It immediately had issues with the wifi, which from reading these forums is a common issue with the killer wifi cards in these laptops. It took over 2 months to for Dell to fix the issue. During this time their support staff were rude, ignored emails, hung up on me during calls to the support desk, and I was continually told that it wasn't their problem I would have to contact someone else. Out of sheer frustration I even sent an email to Karen Quintos the Chief customer service operator, which was also ignored. I did finally receive a replacement computer when they admitted after 6 weeks, that they didn't have the replacement part to fix the wifi. The Client Resolution Manager who eventually got me the new computer promised he would arrange some sort of compensation for the 2 months without a functioning computer and the dozens of phone calls and emails I had to send. He has instead stopped responding to emails and I haven't heard from him in two weeks. In short the premium support Dell offers is completely worthless. I purchased a top of the range Dell computer because I couldn't afford the downtime I thought I might get with a cheaper version. Putting aside the quality issues and that Dell is still selling a premium laptop with a wifi card with known issues. The cost in time and lost business I experienced due to the terrible customer service has convinced me to never buy another Dell computer.