Dell has announced it is expanding the availability of Premium Support
, a service for consumer PCs that dramatically improves the customer experience through simplified, hassle-free support. Currently offered in the US and Canada, it is being made available in 110 additional countries across Asia-Pacific, Europe, the Middle East, Africa and Latin America. Premium Support provides 24×7 anytime, anywhere phone access to expert technicians, onsite service after remote diagnosis and proactive automated support for consumer PCs and tablets.
Powered by Dell’s innovative, award-winning SupportAssist
technology, Premium Support automatically detects both hardware and software issues and proactively alerts consumers when they occur. SupportAssist also enables Dell’s technicians to initiate contact with 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 86 percent less time on the phone compared with Dell’s basic hardware support. Key features include:
- 24×7 support access by phone or online
- Onsite service after remote diagnosis within 1-2 business days
- 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 Chuah Yeow Chong, executive director of Services Sales, APJ, 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.”
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.
Asia-Pacific and Latin America
Premium Support replaces ProSupport in Asia-Pacific and Latin America countries for Alienware and Inspiron systems.
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.