I paid a lot for the notebook as I took the '3 year complete cover' plan. This plan covers coffee spills and notebook drops to the floor.
First of all, I am not from US, so the policies of Dell in my country might differ.
I got the 'Gold phone support' as well but they didn't give me the phone number. I had to hunt for it by calling Dell 4 times, they either told me the phone service wasn't ready or directed me to the normal support or they even threw me to the PowerEdge server support. Until one support tech took a real effort to find it for me.
Then a few more calls from different Dell people trying to convince me that they use whatever they have in stock, when it failed they said the 5400rpm HDD wasn't in production yet, when I could recite the model numbers of the various 5400rpm HDDs, they tried saying the website and newspapers printed the wrong info about the HDD speed. You got to give them credit for working so hard to fool me.
Anyway when they knew this was the wrong guy to fool, they asked me: "What is it you want, a rebate?" I was shocked, they thought I was after the $$$, I told them I paid so much for Dell's most expensive notebook, all for the power & speed, all I was asking for is what was promised in the specs.
Finally, they shipped a 5400rpm HDD to me and gave me 7 days to back up data from the 4200rpm HDD. It was a waste of my time as I couldn't get any work done. I told them I could change the HDD and setup the OS on my own as I didn't want them to suggest sending it in for servicing that may take them weeks from what I heard.