Dell expands availability of premium support for PCs to consumers

Currently offered in the US and Canada, the Premium Support is being made available in 110 additional countries across Asia-Pacific, Europe, the Middle East, Africa and Latin America, Dell said in a press statement.
Premium Support provides24x7 anytime, anywhere phone access to expert technicians, onsite service after remote diagnosis and the first and only proactive automated support for consumer PCs and tablets, the statement said.
Powered by Dell’s innovative, award-winning Support Assist technology, Premium Support automatically detects both hardware and software issues and proactively alerts consumers when they occur. Support Assist also enables Dell’s technicians to initiate contact6with customers and begin resolving the problem, often before they even know an issue exists.
Premium Support was designed to meet the needs of today’s consumers and significantly reduces the time it takes to resolve common hardware problems with up to 59 percent fewer steps in the support process and up to 86 percent less time on the phone compared to Dell’s basic hardware support. Key features include:
- 24x7 support access by phone or online2
- Onsite service after remote diagnosis within 1-2 business days4
- Single resource for hardware and software expertise
- Proactive resolution of issues automatically detected by Support Assist technology
- Comprehensive software support and collaborative assistance for preinstalled software titles like Microsoft Office, Explorer, Outlook, and more
- Help and “how to” for network connectivity, printer setup, back-up, anti-virus set up, operating system upgrades and more
"Through research we conducted, our customers told us their top priorities when it comes to support are timely and efficient service delivery, knowledgeable service staff, and coverage of both hardware and software issues,” said Doug Schmitt, vice president and general manager of Global Support and Deployment at Dell.
“With Premium Support we’re serving customers on their terms with 24x7 support from highly trained technicians in the method they prefer and onsite support when they need it. They can rest easy knowing Dell experts stand behind them no matter where in the world they may be.”
Dell said Premium Support is available now in 109 countries on Dell Inspiron and Alienware systems and in Japan on May 10.
Premium Support for consumers buying XPS systems will be available on July 12. The support service will also be available for purchase at participating retail stores later this year.5
Premium Support replaces Pro Support in Latin America and Asia-Pacific countries for Alienware and Inspiron systems, with either factory-installed Windows or Ubuntu.