"XPS Premium Hardware Support" - what is it?

So, on the Dell site I can find no comprehensive description. It's described as including 'gaming and on-site support': so is it just Dell's regular on-site support plus whatever gaming support is (do they comfort you when your friends trash you on CS:S?)?
Also, I've heard people talk about dedicated XPS technicians - is XPS support a separate department of support?

Any other information would be very welcome.

Thanks.

 

XPS Premium Warranty Support handles all Dell XPS Systems, notebooks and desktops. When you have trouble with the system, you call into XPS and the t/s over the phone to determine if you need parts replacement or if the issue is resolveable over the phone.

Saying its gaming support only goes so far. If they determine all your hardware is working as designed to, then they will refer you to Dell on Call, Dell's software support. DOC, as it is known, charges a fee to troubleshoot software related system problems such as virus & spyware clean up, software configurations, wireless network setups, etc.

Saying its on-site support also is a stretch. If your hard drive needs replacemnt and you have onsite service w/ your warranty, yes they send a tech out to replace the part. If you have Return to Depot (only for notebook systems), then they will send you a box send the system into one of Dell's Repair Depots where they will change the hard drive and then send it back to you. We don't send out techs onsite to reinstall windows or clean your virus ridden system (which is software support anyway) but just to replace parts WITH an onsite service contract.

There are dedicated XPS technicians who are trained only on the XPS brand of Dell systems and offer resolutions to those system issues. I actually work at an XPS tech support site (I don't do phone support on XPS systems and never have; I started out in DOC; but I sit with the XPS Customer Chat Team at our site).

No, they do not comfort you when your friends trash you on CS:S but if your game is throwing an error, they will find out if their is a hardware defect related to it or some Windows configuration/driver causing it. But A LOT of support technicians are gamers themselves so I'm sure they may sympathize.

Hope I answered your questions.

Kanbi

 

A very clear and comprehensive answer! Thank you.

 

They're not very good, I can tell you that. All of the times I've reached XPS tech support and customer service, they're so ****y and clueless. I receive much better service from the Indian support agents.

 

Um, and they are unintelligible.. they are helpful, though...