If I could give a negative number, I would. I used to read people use that and shake my head at the stupidity of that response. Sadly, Dell showed me how negative values actually apply. Here is our case: we have dell Premium Support Plus as we work in healthcare and have confidential information. When a computer failed due to the system hardware, we were shipped a replacement. They said that we have to return the original. We stated we cannot return the hard drive because of privacy concerns. They said, ok, with Premium Support Plus, you simply purchase the hard drive. This is where the worst customer service ever comes into place. I followed the directions, spoke with someone who was challenged with the english language. The outcome, can't keep the hard drive. Went into full explanation mode. Oh, yes you can, but you need to talk to this department. Onto the next department, repeat performance of everything including the "have to talk to another department". Did this a few more times until someone said, I needed to speak with the Out of Plan Support. I don't know why, I simply wanted to pay for the drive. Ok, scheduled a time at their request as fits their schedule. No call, no email. So, called Customer Service again (they really should rename the department to the Round and Round Service as I have much more respect for Customer Service folks.) and got the same, need to speak with Out of Plan. Oh, forgot to mention, you can't call Out of Plan department directly. They must call you. Now that's Customer Service! Let us make it inconvenient for you! I have no outcome yet because I need to wait on Dell Out of Plan to call. When? No idea. Whenever they feel like it. Scheduling time doesn't seem to matter to them. Who suffers? My employees, who are trying to send back the bad computer timely, and simply want to put this to rest.