Introduction
Imagine you're on a business trip halfway around the world and your hard drive crashes. What do you do? Are you out some $2,000 to buy a replacement notebook, or do you go to a local computer repair facility and risk having your data exposed to an unknown technician?
If you own a consumer laptop, you're looking at wasting at least a few business days in downtime and lost productivity while you wait for Apple's Genius Bar, Best Buy's Geek Squad or similar consumer-based warranty service to diagnose and repair your broken notebook. Business users choose an enterprise notebook specifically for the enterprise-class warranty, which promises a reduction in downtime. In addition to the basic protection, some warranty programs promise to do more than others.
If you're a small business and don't have much budget to staff an IT department, Dell's ProSupport and ProSupport Plus are excellent options that maximize your investment in Dell's hardware by providing added value, and Dell's technical representatives can also provide basic IT-level service should you need help in getting the equipment in your office up and running.
What is ProSupport?
ProSupport is an optional subscription plan that's available on Dell's enterprise-class notebooks, servers and business-class hardware. In addition to providing troubleshooting, service and next business-day replacement parts for Dell hardware, ProSupport and the premium ProSupport Plus also deliver ecosystem support to ensure that your third-party hardware and software work together.
There are several components to ProSupport and ProSupport Plus that allow you to reduce downtime, learn how to use your existing equipment and provide warranty support.
On top of on-site service and pro-active next business day parts replacement dispatch offered on ProSupport, ProSupport Plus includes accidental damage protection and predictive monitoring software.
The software monitors vital system components and can predict if a system component will fail in the near future. If ProSupport Plus senses that your hard drive, solid state drive, system memory or keyboard is about to fail, it will notify you of the impending failure and proactively ship you replacement parts.
Set-up and interface
I've been using a Dell Latitude 12 E7250 without incident, and to test the ease and efficacy of ProSupport, Dell engineers sent me a script to run on my system to simulate a memory failure, something that ProSupport Plus's predictive software should pick up on. On a normal system, the script isn't needed.
Setup
Once the script is initialized, I was walked through the ProSupport Plus registration process using the SupportAssist software where I entered my contact information and gave the software permission to constantly monitor my device for inconsistencies, failures and glitches.
The overall process took less than ten minutes. The only complaint I have is that the software appeared to freeze in a few select screens when I was going through the configuration wizard, but ultimately it took an extra few seconds for the SupportAssist to respond.
SupportAssist software UI
SupportAssist contains text- and graphics-based menus that are easy to use, for the most part, and the interface is clean and minimal. Dell has a license with PC-Doctor for the software.
On the home screen, you'll have quick access to your laptop model, the Dell Service Tag ID, which is a serial number that Dell uses for support, and your warranty information and expiration date. You're also presented with three options on the home screen: system checkup, system information and support.
The Support option is useful for referencing the owner's manual, checking Dell's support forums, viewing online resources and accessing technical support phone numbers.
Like on modern tablets, there are tabs on the left hand side to quickly navigate between different menus. For example, on the Checkup screen, there are two menus: the system scanning menu to customize what areas of the laptop to scan and your scanned history, which details any problems that SupportAssist detects.
The Scanned History tab monitors not just hardware errors, but errors the system detects when using certain software. It also records when I joined a Wi-Fi network that is marked as public where I opted to share my computer's content, accessed a public printer or had system crashes. Forced shutdowns, application errors and any software conflicts are also recorded in SupportAssist's detailed log.
I found that settings for SupportAssist, including scheduling routine scans, were a bit more difficult to find and less approachable. Rather than including the scan scheduling in the checkup tab, this information is concealed in a separate Settings menu that's accessible by clicking on the cog next to the close and minimize buttons on the SupportAssist window on the upper right.
In the Settings menu, you'll be able to enter your shipping and contact information, which is useful should Dell need to ship you replacement parts or dispatch a service tech, and you can link your Dell account login.
How it works
After the ProSupport configuration was completed, the software didn't immediately begin scanning my PC, and I noticed that initial scanning occurred some five hours later. That said, system monitoring was seamless and invisible to the end-user. It wasn't until I opened the ProSupport control panel that I noticed the software was scanning.
I only noticed occasional lags when ProSupport was running in the background. When I was using resource-intensive apps, like doing light video editing on the Latitude 12, the laptop would sometimes lag, but in general use, I didn't notice any slow downs with web browsing, word processing or using messaging apps.
When the scan was completed, which took about 20 minutes on my system, ProSupport alerted me that there was an issue with my system RAM.
The software automatically logged the problem and generated a ticket number for this issue without any intervention on my part. I received a call from a Dell representative in Round Rock, Texas a few hours later informing me that Dell had noticed a problem and a replacement part had been dispatched.
A day later, when the system performed its daily routine check, the issue was once again logged. On the third day, I found the FedEx delivery man on my doorstep with a small box containing the RAM module.
When ProSupport Plus's predictive monitoring notices a problem, it will automatically ship you the parts. In the event of a hard drive or SSD failure, ProSupport will automatically ship you a new drive before your current drive fails so loss of data is minimized.
Once you receive the new drive, you can call the ProSupport technical support line and a representative will help you backup your files on your old drive and install your new drive.
In my case, with memory failure, Dell requested that I ship back the old RAM. Dell engineers will investigate why the RAM failed, and using big data analytics, determine if the problem is vendor-specific. If more failure occurs with one RAM manufacturer over another, Dell can use this data to be more selective about the partners it chooses in future notebooks, creating a virtuous cycle of further reducing problems and downtime.
The predictive advantage, costs
Three years ago, I had the unfortunate experience of having to actually use my extended AppleCare warranty package, which is often cited as one of the most pro-customer service plans in the industry.
When the hard drive on my non-Retina display 15-inch MacBook Pro collapsed, I searched online for the earliest available appointment at a nearby Los Angeles, California Apple Store and found an available slot two days away. I had purchased AppleCare when I acquired my MacBook, so I knew my warranty repair would be covered for up to three years from the date of purchase, but as a single user, I didn't really meet the qualifications needed for AppleCare for Enterprise, Apple's business-centric warranty offering.
On the day of my appointment, I took my notebook in, waited for half an hour because the queue was delayed, and after three hours of diagnosis, the Apple Genius Bar representative confirmed what I had already known: my hard drive was dead.
At the time, the store told me that it would ship the notebook to an Apple repair facility rather than performing the repair in-store. I asked if Apple had parts that I could "take" and repair my Mac on my own, but the store manager denied my request citing Apple policy. Apple also doesn't provide loaner laptops at the time, so I was out of commission during the repair process. Unless you're a large business with spare computers laying around, this means you're out of work.
It took another four days of waiting until I was back and running. The whole process took well over a business week, but the most tragic part of that experience is that my data was lost.
Predictive support advantage
On the other hand, Dell's predictive monitoring would mean that, for drive failures, not only would my downtime be reduced, but my data would also be saved. The downtime would drop from a week to just the few hours required to reinstall the required software and transfer data from the old drive.
ProSupport Plus is the equivalent of having AppleCare and Apple's now discontinued One-to-One training program.
ProSupport technicians can help me with basic software questions should I have trouble using Microsoft Office or Adobe Creative Suite, and if my Dell laptop isn't connecting to my Canon printer or Netgear router, a technician can help me on the phone.
And in the event of a major computing catastrophe beyond just a drive or memory failure, Dell will also dispatch a certified technician on-site, along with the parts, to help service my system.
Pricing
Pricing for ProSupport and ProSupport Plus varies by your hardware model and length of support contract. For example, ProSupport for an inexpensive Chromebook will be cheaper than for a Dell enterprise mobile workstation.
The good news is that you don't have to add the ProSupport or ProSupport Plus when you purchase your laptop. You can add the extended warranty packages at any time, even to your existing hardware.
If you're buying a new notebook and configuring it through Dell's website, options and pricing for ProSupport and ProSupport Plus will be displayed on second services and support page.
For example, a three-year ProSupport plan with next business day on-site service is already included in the price of my $1,375 (£901, AU$1,902) Dell Latitude 12 7000 Series (E7250) laptop. The four-year plan costs $77 (£50, AU$106), and a five-year plan bumps the cost to $161 (£105, AU$222).
Three years of Pro-Support Plus costs $88 (£57, AU$121), while the four- and five-year Plus plans cost $185 (£121, AU$255) and $284 (£186, AU$392), respectively.
For comparison, ProSupport starts at just $34.30 (£22, AU$47) for next day on-site service on the $529 (£346, AU$731) Chromebook 13 and goes up to $194 (£127, AU$268) for a four-year ProSupport Plus plan.
Apple keeps pricing much simpler on the extended consumer AppleCare warranty plan, which is available at $249 (£163, AU$344) for three years of service for MacBook, MacBook Air and the 13-inch MacBook Pro, but this option doesn't include next business day dispatch or on-site service.
Dell's ProSupport and ProSupport Plus are available for enterprise and business systems. Business users interested in consumer systems, like the XPS series, can choose Dell's Premium Support option instead.
Lenovo, HP and Apple options
Next business day parts guarantee and on-site service are becoming the standard industry package for extended business warranties. It's the predictive monitoring that sets Dell's ProSupport Plus apart from HP's Premium Support and Lenovo's Unlimited Premium Support.
Like Dell, HP also boasts "predictive support," but despite similar language, the experience is different. HP's predictive model isn't about monitoring and detecting component failures, but downloading the latest drivers and patches to prevent software conflict.
HP's extended Premium Support warranty offers technical assistance in getting your printer configured with your laptop, house calls, next business day service and accidental damage protection.
Lenovo offers similar extended support package to HP's plan. Where HP edges ahead is that you can sign up for a "family plan," which is perfect for small businesses. HP's family plan covers up to four devices.
In addition to the extended consumer-based AppleCare warranty, AppleCare for Enterprise is Apple's support for larger organizations. AppleCare for Enterprise comes with a dedicated account manager, IT-level support for Apple hardware and software, on-site service and next business day device replacement for up to 10% of your fleet.
Similarly, Dell also offers a dedicated account representative for larger businesses, giving you a single point of contact for incident reporting. Unlike Apple, you can purchase Dell's enterprise support package on a per-device basis. This way, you're not locked into a large service plan covering more devices than you own as a small business.
Dell doesn't standardize ProSupport or ProSupport Plus pricing. Instead, pricing is dependent upon your system, so warranty packages for servers will cost more than warranty packages for cheaper laptops. Dell also offers similar consumer-grade Premium Support for consumer systems like the XPS 13, but this package doesn't include accidental damage protection and predictive monitoring.
Verdict
Apple approaches warranty support by taking a customer service approach to making repairs as frictionless as possible. But at the end of the day, it's like going to the dentist, and despite having a cheerful, empathetic receptionist, you still have to endure the pain and hear the intimidating drill.
Dell, on the other hand, hopes that you never have to think about warranties and system failure. By making warranty support automated, seamless and invisible, you won't even know that something is wrong. It's similar to Kaiser Permanente's preventative care approach to medicine.
What we like
If you can afford it, you should pay the premium to get ProSupport Plus. The Plus option adds in the predictive monitoring, a feature that makes Dell's business warranty stands out, and accidental damage protection.
Both the standard ProSupport and the Plus options come with proactive support, meaning no waiting in line at Best Buy to see a member of the Geek Squad. The SupportAssist software will automatically create a ticket number when an incident is detected, and Dell's reps will reach out to you to inform you of your next steps.
When SupportAssist detected memory failure on my Latitude 12, Dell proactively contacted me via phone and informed me that my replacement part will arrive the following business day.
Even though the customer service Dell provided in my support experience is great, Dell really doesn't need to highlight good customer service, because with predictive, proactive support, the problem disappears.
To me, the issue becomes less about customer service and more about quality products. Despite having a glitch, albeit one that was induced for the purpose of this review, I didn't need to wait close to four hours for my laptop's problem to be diagnosed, and I wasn't out any downtime for repair work. It feels like nothing went wrong because Dell was able to catch the problem in time.
What we dislike
The only complaint I have is that predictive monitoring isn't available for more system components at this time. Dell is only able to monitor and predict failure for hard disk and solid state drives, memory, battery and keyboard. In the future, I hope Dell extends its predictive intelligence to cover the fans, charger, motherboard and ports, especially the more delicate micro USB port used to charge the Venue series of tablets.
Pricing is also a little confusing. Rather than offering ProSupport and ProSupport Plus pricing that's directly tied to the Dell hardware cost, Dell could have simplified pricing by offering support package based on pricing tier. Additionally, offering a "family plan" bundle like Dell would be beneficial to small business owners who own more than one piece of Dell hardware.
Final verdict
Dell's predictive and proactive support business warranty is unmatched by rivals in the industry. Predictive support helps to reduce downtime and data loss, while the proactive piece of ProSupport Plus helps reduce the headache of filing a support claim. Beyond just offering support when there is hardware trouble, the SupportAssist software also makes sure that your system stays healthy by alerting you to potential problems.
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