Dell Lack of Preimum Support

I have preimum support with Dell. My laptop crashed 2 1/5 weeks ago and dealing with Dell has been a nightmare. I am hearing impaired which Dell does not accomdate. They say they will but then don't. Different technicians have commicated with me so there has been no consistency in assistance. Some technicians say they don't know a solution with software problems when reinstalling everything and that they would email me with a solution but then other technicians get involved and say something different. I purchased Microsoft loaded on my laptop. Now they are referring me to Microsoft. If you are handicapped don't expect accomodations from Dell and don't expect preimum support even if you purchased it.