I was not at all happy with the customer service from Dell. It's not that the reps didn't know what they were talking about - one didn't, but the second did; so that's about average - but the company policy itself. I was assured that if we could identify the problem as being hardware related (which it was), a tech would come to my house and fix it or replace the motherboard.
Said tech never materialized, and follow up calls went nowhere. I ended up fixing the damned thing myself, although I was warned it would invalidate my warranty. I said, "That would be a pity, since it's been of so much use to me so far!" and hung up the phone.
Meh, the only reasons I bought a Dell were the sale price (eaten up by buying a new NIC) and the convenience (not so much). Back to doing it myself, I suppose.