2 frustrating Prosupport experiences in a row

Just wanted to share/vent these 2 recent experiences I've had. Couldn't be worse timing on Dell's part either, because I've been eyeing up getting a MBP as I can't deal with Intel battery life anymore either. Both have happened within a month, but previous experiences have been making me consider buying another Dell just because Prosupport has really impressed me.

1. Been having an issue for a while with my XPS 13's brightness control not working. Tried everything...driver reinstalls, BIOS setting reset, BIOS updates, testing it in Ubuntu (worked) and combing through every setting I could think of. The L1 tech I worked with had a good list of ideas to try, but it ended up being escalated to "L3" support. That's where it went downhill, including thinking it was the keyboard brightness control in the BIOS, amongst a couple other clearly irrelevant suggestions/misunderstandings. After sending system logs over, they decided my "custom" Windows 11 Pro installation was the problem, and that I needed to do a wipe and install Dell's OEM Windows image. Thing is, I don't have that, because I bought the laptop with Ubuntu as I had an unused Win 11 Pro license from a previous system. I had used MS's image creation tool, so there was nothing "custom" about it. L3 support told me to install the Dell image (which I kept reminding them I don't own), after IMO not really trying hard at all to resolve the issue before throwing a full reinstall at the problem. I finally got fed up with them, and within an hour of aggressively troubleshooting it myself, found that the Intel display driver's default 10-bit color setting was the cause. That was after 2+ weeks of back and forth, with the L1 tech relaying messages to me. I ended up giving her positive feedback because she initially suggested doing a clean install of the "manufacturer's display drivers" which would've worked had it gone to 8-bit color. But it was them throwing in the towel and telling me to reinstall Windows, after barely any attempts to fix it, on top of their "install the Dell image, thank you for choosing Dell, and reach out again in the future if you have other problems" attitude that really irked me. It just seemed half assed, and a bit condescending at times, especially blaming my "custom" image - if their laptop is Windows certified and can't work properly with a vanilla MS Windows image, that's kind of sad.
2. Much shorter...opened a new ticket after one of my keys got some dirt stuck under it and wouldn't work. I tried removing the keycap to clean it out, and broke the mechanism in the process. I thought I had accidental damage support, but I was wrong - not their fault. But they offered to send me a quote for a new keyboard, so I said sure, I'll order it and replace it when I'm back in the US (from there, laptop was purchased there, etc - just traveling) in a couple weeks. They then gave me a generic link to the Dell store for South Africa, and said I had to contact them to buy the keyboard. No problem, I then clarified that I'll be back in the US shortly, but would still like the quote so I can place the order and have it waiting at home when I return. Got back something to the tune of "sorry, you have to wait, have a nice day, bye!" I asked again for just the quote, so at the very least I could see the cost. "Sorry, thank you for choosing Dell, have a nice day!" I couldn't have made it any clearer that the laptop was purchased in the US under my business, and that I'm just traveling and would like the quote they offered. Similarly to experience #1 above, it was the sudden carelessness that really got to me. I reached out to my Dell rep right after that for a quote, no issues just because of where I just happen to be in the world at that current moment. Not to mention, I paid extra for international support - clearly that means nothing.

I was worried about going back to Applecare+ after previously wonderful Prosupport experiences, but now I'm not nearly as concerned. I don't know if I've just gotten lucky in the past, or if Prosupport has gone downhill, but these really stuck out to me as just low effort support. Out of everyone I dealt with for these issues, it was the L1 tech and my Dell rep who put in the best effort.

Thanks for listening to my rant...ugh!