I bought a $3000 (I nearly starved for this!) laptop from them back in January. A very nice XPS M2010 notebook. I purchased their maximum 4 year everything service warranty including accidental damage protection and lojack though now I wish someone would steal it just to blow it up or something while Michael Dell watches (wow! I didn't know I could think this way!). The computer crapped out less than two months later so every week since march I've been on the phone with them. In May alone, I spent eleven hours on the phone which cost me $55 in overages on my cel phone bill (it's my only phone up here). They've sent technicians to my house on more that five separate occasions to replace a parts including my motherboard and hard drive. They've exchanged my mouse and keyboard twice already. I've finally given up on dealing with tech support since there seems to be a new or reccurring problem with the system.
I've been requesting an exchange for months and they continue to put me on hold and bounce me to "xps premier service" when I ask for customer care. Today I spent a total of about three hours with them. I was on hold for 30 minutes at one point while they "looked over my history" and another half hour was spent transferring me from one department to another so in that phone cal I was sent from India to Canada, to the Phillipine, back to the U.S. and then back to India again. This is after they put a priority ticket on tuesday which promised a call back within 4-6 business hours. It's going on friday. No call yet. Tonight after finally losing my patience and actually telling the woman from Customer care what I really think of their "second to none" customer service She was honest enough to tell me that they would not under any circumstance exchange my system or give me any sort of refund for the lemon they sold me. So it's looking like I'm going to be dealing with thes for another 3.5 years until my warranty expires..unless someone not named God accidentally drops a gallon of water in it and fries the circuitry or whatever accident since Acts of God aren't covered and since I made it clear what I wanted to do with the 20 pound hunk of trash. So while they WILL sit on the phone with you for HOURS and send people to your house to take up your precious time, a resolution and customer satisfaction are NOT part of the plan.
So if you want to make a new friend to add to your my faves or my circle wireless plan, go ahead and get your Dell with the premier plan so you don't have to pay extra for the one on one 24 hour pati-cake. Be sure to return it within 21 days of shipment if you change your mind (for a partial refund). In the meantime, if you're unlucky enough to end up with my DellHell, here's a number with a REAL area code to add to your phone friends list. 512-338-4400 At least save yourself on overage charges. My recommendation? Go to a LOCAL shop and have a system custom built for you where they actually care that you get your money's worth. I'll let you know if some miracle happens though.