I got a call over the weekend. The premier support is working today, got right in after about 30 secs on hold.
Supposedly my problem was local to my account (something about both standard and premier support being activated - go figure since I ordered right off their web site). But again, I encourage anyone who paid extra for Dell warranty/support to test out the support as soon as you get the computer.
It still looks to me Dell has a 'glitch' that works in their favor to 'apprehend' 7-10 days of premium subscribers' support. Funny how these 'glitches' never work to the consumer's favor.
Good luck to all.