Generally I have found Dell machinery to be good. But if there is an issue, then getting support is an absolute joke.

I had a fairly minor issue. I paid for ProSupport so contacted Dell. They just immediately went to "you need to reinstall Windows". This is the classic "get out of jail free" card: lots of work for the customer; none for the support team; might fix it.

I convinced them to pursue other avenues first. Dell Support suggested various fixes, which I then tried. Then they suggested exactly the same fixes again---clearly a different person was replying to my message and send the same pre-written message. I was told repeatedly, "We are certainly this will fix it"---by a person who no doubt didn't even know what the problem was.

I was referred to the Product Team/Group, whatever that means. I was told I'd get a response back within 2 days. It took about 10 days---yes, _ten days_. The response was some non-sense, as always. Eventually I reinstalled Windows, under their guidance.

Now they say that I haven't reinstalled Windows correctly because I reinstalled my programs too. My fault arises on average once a week. So I really need to run for minimum two weeks, probably three or four to be safe, to know if the problem is fixed. They said I need to run without the programs installed to see if it's fixed. I have lots of programs. They were genuinely saying I needed to use my computer without its programs for months.

Similarly I was asked to only use my machine in Safe Mode for an extended period of time.

I'm now getting non-sense like, "The tests show that there isn't a hardware fault, so you need to reinstall Windows." Yet they replaced the RAM at one point when the tests were still being passed. Clearly they just lie to say whatever they choose.

They say they won't investigate further until I have reinstalled Windows again---which takes a long time and a lot of reconfiguring!---and run without my programs.

They also frequently make claims which are obviously false if you have knowledge about computer troubleshooting. However, if you don't have such knowledge, as many people don't, you would just believe what Dell Support is telling you.

I would sometimes get messages saying something like, "We have an updated for you. Please let us know when it's a good time to discuss." I would reply with a time. They would respond, "That was just an automated messaged to keep the case active. We don't have an update"---even though the message literally says they do.

Absolutely disgraceful. Oh and remember, this is *Pro*Support---a paid extra. I have burned an enormous amount of time on this. Absolute disgrace.

It is probably easier to demand a replacement through legal rights and deal with these people.

Edit: Reading other reviews, it seems that the view "good equipment; awful support" is quite standard