I need help with who to contact with a premium customer support issue.
I purchased a top of the line XPS 15-9560 with 32GB RAM and 1TB SSD. I also paid for 4 years of Premium Support. (Total bill was over $3400) However, from day-one the unit had a screen flicker issue. I tried to resolve it myself for a few weeks, and eventually contacted Dell Support.
After replacing the screen and motherboard, the problem persisted. So I called and requested a replacement unit. They agreed to replace my computer. I told them to send it to a pick-up center, since I'm not at home during the day. Instead, they sent it to my home, but left off the apartment number. When I asked them about this, they told me to call Fedex and change the delivery instructions. So, I called Fedex, only to be informed that only Dell is allowed to change the delivery instructions. So I called Dell Premium Support contact (in another country, with a VERY difficult to understand English accent), only to be scolded by them for NOT BEING AT HOME ALL DAY!!! Then, they told me again that it was my responsibility to call Fedex and provide new delivery instructions. I explained that this was impossible, because the Dell Fedex account doesn't allow the recipient to change those details. The person assured me that they would change the details for me. However, they did not. Now its been 3 weeks and my screen problem has all but rendered my computer useless. When I contacted Premium Support again, I tried to talk to a different rep and explain the problem. They said they would look into it. Soon, the first rep called me back and literally told me "Don't make me regret agreeing to warranty this laptop for you. If I want to I can cancel this replacement and your Premium Warranty without any refund. Is that what you want?" No Joke. My wife was with me and heard it. The rep continued to be belligerent. I asked if I could talk to his supervisor. He flatly refused that, and said that they were the escalation team and that there was no higher supervisor that I could talk to, and again threatened me with just cancelling all hope of repair or replacement if I pushed the issue further. At that point I agreed with him because $3400 is a lot of money, and I didn't want to lose any hope of getting a working computer.
However, this behavior is clearly unacceptable. I get emails every day from Fedex telling me that my package is undeliverable, but that I'm unable to provide the missing details, they must come from Dell. I get emails from Dell telling me to send in my old laptop or else I'll get another charge for a second XPS 15. I'm afraid to contact the Premium Support Rep because who knows what he'll tell me this time. I don't know how to contact Customer Support without getting routed back to the same person. I can't find any US-based customer support numbers.
I've been a loyal Dell customer for years and always recommend Dells, but if this is their "Premium Support", I'm going to do a 180 and tell people to stay far away from them.
Anyone have an idea or any way to help?