As an individual purchaser, I've done the Dell route twice - both desktops. The first time, nothing happened after submitting an online order. Weeks and weeks of silence, followed by many attempts to chase up what was going on. The other order (for a refurbished reject through their online "outlet" store) was processed much more efficiently.
But once the machines were delivered, both have worked pretty much perfectly.
Although Dell have not been perfect in their service, my view is that I have been ignored even more efficiently by other places I have tried in the past, like PC World.