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Having dealt with Dell consumer tech support, I can say that it's okay, if you get the right person. I had an issue with my XPS2 back when I bought it, and the first person insisted it was a software issue because I did a clean install, but the second time I called I got a very knowledgeable person who walked me thorugh a number of troubleshooting steps and then offered to replace the laptop.
The next day, I called up customer service and complained and said I wanted some of the money off my original purchase price. Sure enough, I got $200 back.
The moral of the story -- if you have a bad experience, hang up and call back. This goes for any tech support, not just Dell, and also for non-technical things like getting a fee removed from your credit card.
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Computer: Intel Core i5-750 2.66 GHz quad-core processor @ 3.71 GHz | Asus P7P55D-E motherboard | Crucial 4 GB DDR3-1333 RAM | nVidia GeForce 8600GT | 2x WD Caviar Black WD1501FASS 1.5TB hard drives in RAID 1 | Antec Sonata III case with Antec EarthWatts 500-watt PSU | Dual Dell UltraSharp 2408WFP 24" widescreens | Windows 7 Ultimate 64-bit
Other: 2005 Subaru Legacy 2.5GT sedan 5MT | Samsung Epic 4G Smartphone | Mamiya M645 1000S medium-format SLR with 55mm f/2.8, 70mm f/2.8, 210mm f/4, teleconverter, 120 and 220 film backs | Olympus E-PL1 Micro-4/3s DSLR with 14-42mm and 40-150mm lenses
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