My XPS 13 laptop broke down (completely refused to turn on) after only 3 months of use. After a phone conversation, Dell claimed it was a screen problem. I have Premium Support, but only after 5 days did a technician come to repair it. After the screen was replaced, my laptop was still not turning on at all. A new motherboard was ordered and arrived the next morning (early - visible through online tracking). My service was scheduled between 1:30 and 5:30 pm that day. I received a call at 4:20 pm, picked up, and got hung up on. Assuming it might be the technician, I called right back. The technician was rude, claiming that he had left a voicemail (he had not) and that he was going to another client already. Since I had raised the initial issue, I had stated many times that I was going to be travelling from the following weekend. Following this, I called in and was promised that a technician would arrive by the end of the day. Nobody arrived and when I followed up by email, I was told I would get an update on the situation in 24-48 hours. All in all, Dell does not care about its customers at all (in addition to its products being faulty and unreliable), and I cannot wait to go with another company for my next laptop.