Dell expand Premium Support service across 109 countries

Dell has announced to expand Premium Support outside the US and Canada to 109 countries across Asia-Pacific, Europe, the Middle East, Africa and Latin America. Now, even more customers will have 24x7 access to highly trained technicians for both hardware and software issues, onsite service when needed, and proactive automated support to help resolve problems much faster and easier.

On contact Dell SupportAssist technology automatically begins resolving issue and proactively contact customer to discuss what is found as well as next steps.

With Premium Support enabled by SupportAssist, customers spend up to 86 percent fewer minutes on the phone with technical support and take up to 59 percent fewer steps in the support process compared to Dell’s basic hardware support.

Key features:

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.3 Key features include:

• 24×7 support access by phone or online

• Onsite service after remote diagnosis within 1-2 business days4

• Single resource for hardware and software expertise

• Proactive resolution of issues automatically detected by SupportAssist 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 24×7 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.”

Availability

Premium Support is available today 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.

Europe, Middle East and Africa

Premium Support replaces Premium Phone Support in select countries in Europe and the Middle East, giving customers the enhanced benefits of 24×7 phone and online support, comprehensive software support with collaborative third party assistance, and automated issue detection, notification and case creation with SupportAssist. In many EMEA countries, the service will be available as the first comprehensive support upgrade from Dell’s basic hardware support.