Long time user, of xps laptops, have premium support, called in cause my finger print access had stopped being recognized, all else good. By the time the support person from Dell was done my computer would not boot and I was told to go to repairshop to try and back up my data or i'll loose all. She never told me to do backup or made sure a restore point was done before she did all she deed. 3 hours later I lost all, she gave me a follow up 3 days later, mind you she did a complete hardware check and system was 100% good. After 10 years and alot of money paid to Dell for premium support when I needed them they really messed me up so with this it will be the last Dell system I will own and at any corner posible will tell this story so others will be cautious. I asked for senior support she claimed she was so imagine if you end up with normal support.