I just got off the phone after another plesent experience with Dell. I guess I've been lucky that I've always dealt with Small Business and have never had a problem. I've bought several desktops, notebooks, and small electronics from Dell and have always had nothing but positive experiences.
Today I was able to call up and change the configuration of an online order that had limited upgrade options because of a special deal. The rep was plesent and changed my order without any questions. The new order maintained my rebate from the original order. As long as it shows up as configured, I couldn't be happier.
I have one brother-in-law who will never buy a Sony laptop, and another who will never buy Compaq. I think all manufactures have their problems.
I have read other users stories, and agree that the offshore support has to be hurting Dell. A lot of people will not be repeat customers based on there experiences. Fortunately for me, I'm not one of them, and I will continue to buy and recommend Dell.