I have been a Dell fan for about ten years now, but their technical support never ceases to surprise me. I do buy the premium care package, but considering the heavy use my computers get, often in industrial environments, I come out way ahead. What surprises me is how Dell goes out of its way to be sure that I don't have any problems. They actually ask questions and seek out opportunities to provide additional assistance. And best of all, they will either expedite the required part, if one is needed, or they send a tech out to replace the part for me. What more can I ask? This time, in addition to the intermittent failure of my CD/DVD that motivated the chat, which got me a new DVD player, we ended up replacing the screen and the keypad - both minor issues that I didn't even intend to hold them liable for. I cracked the screen myself, but they reviewed my warranty and determined that I was covered. I deal with tech support from at least dozens of companies, no doubt hundreds over the years [maybe more] as a function of my job, and we have purchased the cushy warranties from other companies from time to time, but Dell provides the best support that I have seen anywhere.