Dell Onsite Support issue (3rd Party)

Recently Dell switched on-site support from Dell to a 3rd party vendor and the quality of the service has degraded significantly.

For example, the 3rd party (Unisys) CE doesn't bring a laptop to work, not prepared for the job, no show. 

Is your on-site request still fulfilled by Dell badged CE or the 3rd party? I am just curious if Dell is switch to the 3rd party natione wide or just certain regions