I find that the biggest problem with DELL is being passed (literally) around the world, from one department to another that has no ability or authority to actually do anything.
A big problem is that some of the people in the Indian call centre(s) have a very limited command of English, and are completely flummoxed if you depart from the "script".
They are going to have to do something or they will collapse.
I am encouraging the IT purchasers in our companies to think about IBM Thinkpads. Although they are expensive they are probably cheaper in the long run (though I am very happy to hear of any other PC laptop manufacturer that provides good after sales support.)
W