XPS 8930, needs to be addressed by someone in high ranking position who can resolve this situation.

Dell Case ID: <Your private information was removed from public view. DELL-Admin> needs to be addressed by someone in high ranking position who can resolve this situation. 

I called for software support for one of my XSP desktops. Dell tech addressed the issue as being malware. Having had my identity stolen previously, I was concerned that my other Dell XPS desktop computer might be at risk because both computers are connected to the same cloud. The Dell Tech and I agreed that it would be wise to look at the other computer as well. I paid for an additional service fee and gave online access to the Dell Tech to look at this second desktop. I requested a factory reset be completed on this desktop. The Dell Tech took over the machine and did something because once he did whatever he did the computer only showed a black screen. This tech tried to reboot the machine several of times and then let me know his shift was ending and I needed to keep the computer off for several of hours and then try rebooting it. I did exactly what this tech told me to do. 

A few days later I did receive a follow up call by tech #2. During this call tech #2 tried to get the computer up and running. After trying and not being successful, he informed me that I had to mail the tower in. I mailed the tower into Dell and received a call from tech #3 saying the graphic card went bad and I would have to pay about $400 to have it fixed. I explained to this tech that I did not feel that I should be responsible for paying for the part because the computer was working fine before tech#1 accessed my computer electronically. I also made it clear that the only reason I had requested service on this computer was to reset it to factory settings to eliminate any possibility of having a potential hacking issue and not because the computer was working incorrectly. This tech escalated my case to someone higher up. 

A few days later, I was contacted by Tech #4 who told me that I would have to pay for the part but the labor cost would be removed. I explained again that I do not believe that I should be responsible for this cost because my computer was working fine before the original Dell tech gained online access to it. He then stated to me that it was an electric fluctuation that caused the graphic card to go bad. I then explained to him that I have a very good quality surge protector and my computer was plugged into it and has always been plugged into the surge protector. I requested another escalation. He told me that there was only one more escalation I could request. I requested it.

Yesterday, I received a call from a female Dell tech who told me that she looked into my escalation and that I had to pay for the part. I explained to that lady that my computer was working fine before the original tech gained online access and the request was to bring it to factory setting to avoid any potential hacking issues. I also explained that this computer has always been plugged into a surge protector and that the surge protector is working properly.  She told me that she was the top of the line in escalations and that I had to pay for the part. I had a very nice conversation with this lady and she understood my concerns and she escalated me to someone higher up. Up to this point , everyone I spoke to was very professional and kind, this lady included.

Today, I received another call from Kaushik D who said he was the highest level representative. He was so rude that I told him I did not like the way he was speaking to me and this was before we even got to discussing the issue at hand.  He had the attitude and told me in the very beginning of our conversation that the escalations stopped with him and either I pay for the part or he will mail my computer back to me.  I tried to explain to him that the service request was purchased as a preventative measure for possible hacking issues and not because the computer was working incorrectly and that prior to the original tech gaining online access the machine was working fine. This man just kept getting nastier and nastier with his tone. I requested an escalation and he refused telling me there was no one else to escalate to.  I told him that this is bad customer service and I wanted to speak to someone else. He refused and told me that I had to pay for the part or get my computer shipped back to me. He then hung up on me and somehow disconnected the customer survey option so I could not leave him a bad survey...

I have been a customer with your company since 2002. I have purchased 9 Dell computers with the last 5 being purchased directly through Dell. Take note, the majority of these computers being top of the line XPS computers and the extended warranties on both the software and hardware have been purchased for every one of these computers for as long as each computer was able to have the warranties.  I have only had Dell techs service these computers in addition to having many of these computers serviced directly through Dell countless times after they have past the extended warranties. I even have the direct phone number for the Dell Premium Tech Support Department. I feel that I am a superior customer and I would like to be contacted by someone of high rank that can address this situation and resolve it in a fair manner.