Dell Computers has been convicted of "Bait and Switch" tactics where they talked people into higher priced goods and also of depriving people of Customer Support they had paid for by subjecting them to long wait times on hold.

http://www.cnn.com/2008/US/05/27/dell.lawsuit/index.html

Wow what a incriminating report. I've delt with them many times over the last 15 years and it's always been very profesional.

Mom got involved in their phone sales a while back and I'd not recommend calling them, they do upsell and try to move you to lines that may not be what you need. On the other hand their web sales are excellent and you can see what is offered and the price along with any discounts with minimal hassle.

Their phone support for me has been limited to getting replacements for failed components, gotta go through the scripts but once you do things progress nicely and I have always been happy. For most things their web support is the way to go, they still have the manuals and firmware available on-line for my GX-110, a P-III 500 MHz box that is so old it has a Windows 98 sticker on it.

This thread is most interesting to me as I just dealt with Dell Customer Support this morning. I purchased a new Dell Inspirin 1720 laptop about two weeks ago. Being the simple-minded old man that I am, I opted for their "in-home" tech set-up. This was at a cost of $219. The young tech arrived at the appointed time and did the basic installation as contracted for. This basic stuff I probably could have completed myself. What I really wanted from this service was the data transfer from my "dead" lap-top to the new one. The tech stated that this was not part of the service as my old computer was not working, and it was therefore impossible to accomplish without taking the old hard drive out and installing it onto a working computer for transfer. I stated that I didn't care HOW he did it, I just wanted it done. He did this at his shop and returned with a CD which he down-loaded onto my new computer. Now, everything worked as desired. . . except that he now wanted an additional $107 dollars in payment. Rather that argue with this young tech, I simply paid the bill and received a detailed receipt. I then called Dell Support Services this AM and querried as to why I had to be charged twice for this data transfer service. After holding what seemed way too long and being transferred from one English as a second language person to another, I finally (and with just about one minute's patience left) reached the proper person who informed me that I would be receiving a refund of $107 dollars in five to seven days. Frustrating? You bet! But the job got done and I'm happy. Certainly, I wish that everyone were as perfect as I am, but alas, that is not to be. Now, where is my good friend Nick to teach me how to operate this thing. By the way, Nick: do you have the patience of Job in order to help this simple-minded old soul? Oh well and as always, oRV

By the way, as an after-thought. I am signed up for the Computer Class as a pre-event at the Escapade in June. Maybe, just maybe, I'll get up to snuff with this computer stuff. Oh well, I can dream, can't I. As always, oRV

Orv, between the computer class at the pre-rally and Geeks on Tour www.geeksontour.com who will hold a computer pre-rally before our Gypsy Gathering rally in Celina, Ohio in September, we'll make a computer nerd out of you yet

....call Michael Dell's office and bitch...I did and was taken care of even though I was out of warranty.....new board or something in the tower.....geofkaye-[I'm a Dell Shareholder]

oRV: since I just switched from buying many computers for users from Dell to Toshiba, I hope this won't be taken as criticism.
On the Dell web site, what was supposed to be included in the setup? I have never used that service since all any tech can do in this case would be to reload all of your software and copy your data over. To simple not to do yourself.
Next, remember that all those techs that come out are usually not working for Dell. Most computer sellers use local people and subcontract with them. In other words, they have little control over them and probably pay them according to a set schedule.