Dell refuses warehouse service, agent makes baseless accusations

I have a Dell XPS 13 purchased in 2021. I have paid for premium support plus renewals all the way up to July 24, 2025. Recently my laptop faces issues that Dell agents advised to be fixed at the warehouse. I shipped my laptop in with a box, then, I receive calls from an incredibly rude agent claiming that I shipped a different laptop with a different service tag. I explained that I have only one laptop and sent in invoices for both my laptop and paid support (~$700). The agent continues to accuse me of sending in a different laptop to disguise as this laptop with support, even after I went through all the trouble of getting back the invoice from years ago as proof of purchase. When I asked for proof that the laptop I sent in has this new service tag, all I received was a picture of a peelable sticker with a service tag number I have never seen before. When I sent in my laptop it had no stickers on it, but the agent claims this is the sent in laptop “as is” (it absolutely is not). For $700 of premium support plus, this is beyond ridiculous and insulting.

In the past I have always recommended Dell’s service to colleagues, clearly I am very wrong. Very disappointed.