Technical Support is awful

How can Dell charge for Premium support and have people, reading manuals trying to trouble shoot, send engineers that actually break parts that were ok before & the escalation “supervisor” lie to Customers over the phone!! 

I’ve had 3 remote sessions & 2 in person visits the last 2nd visit I called the engineer to return twice because the computer did not work.

Now they refuse to replace the machine and want “another chance” to repair it, we will have it back in 7 days!!! 

When I said I could not do that as I could not work I was told you should have a 2nd computer ??!!! Is this a joke I thought !! 
OMG !!!!