3 months and no actual help from Dell Support

<p>I logged a issue on the 10th of January 2017 and till today have not gotten any help from the team. I was told the following:</p> <p> </p> <p>Dear Mr. Roelofse,</p> <p> </p> <p>thank you for your email and bringing this case to our attention.</p> <p> </p> <p>The case is already escalated to the software developer management and we are currently waiting for their update.</p> <p> </p> <p>I will be tracking the case on a daily basis and I will contact you immediately back when we will receive any update.</p> <p> </p> <p>Thank you.<br /> </p> <p>Kind regards,</p> <p> </p> <p> </p> <p>Marian BRTKO</p> <p>Alienware Escalation Management</p> <p>Dell | Alienware Hardware Support</p> <p> </p> <p>and the last message I recieved was on the 31st of January 2017. It is now 3 months later and no feedback is given. I keep getting told my issue is relating to a unsupported software however on the website it is not communicated that the software is unsupported as well as no email was communicated that the software is unsupported. This level of service is not what I would have expected from a reputable brand such as Dell. I truely don't know what more I need to do to get the issue resolved but all I want is to get my files back that was backed up using thier software.</p>