I called in with a minor issue, my thumb log in was not working, had not been working for a day or two, I asked for it to be repaired. Considering I paid for top of the line premium support should have been no problem. 3 hours later I lost my entire hard drive. The agent who was helping me told me to simply find a local tech to try and save my data, she explained after all that, they do not backup data nor create a restore point. Now considering what was being asked of her was simple I would not have thought this could have happened. Bottom line I lost all, had she asked me to create a restore point or do a backup before all this nothing would have been lost, nothing should have been lost because other than the thumbprint login there was nothing wrong with my system.To say I’m a little upset is mild, I’ve been a loyal Dell user for years but after this experience I will not only seek another manufacturer for my computer but find any loud voice by beginning to write poor reviews about how things were handled.After all this I was told someone would call me at 2pm on Tuesday full 3 days later for what I don’t know because I would hope she would have done all possible to help me and felt she did not, rather ruined my system and all my data was lost. Again my system was performing optimally other than the thumbprint login!It's now 04/05/2022Same issue with same computer, now I got it back as they had to bring it in to their shop. Problem still exists after returning to me, it's now been 3 times my system has been wiped and I've been using my old system since this one that I paid almost $4,000 for still having to be wiped. I paid for premium service and nothing has worked, I sent them pictures of how the fan failed temporarily the system got so hot it would not turn on this is after their department sent it back supposedly fixed. Still no satisfaction, I also paid for premium support but no satisfaction.Hector
