i have had very bad experiences with dell too.
I have had a booked service call under my 5Year NBD onsite warranty, it has been 4 Working Days - 6 Days and no technicians have turned up.
It seems Dell's service has not improved. I have an email clearly stating that their service call was booked for the 3rd of January 2013. I waited all day on that Thursday and nobody turned up, no phone call, no nothing. Chased Dell up three times that day and I was reassured that an engineer was on their way, that I am the last call on their list; however an engineer will definitely be with me but NOTHING.
The next day I got a call from a company who calls on behalf of Dell telling me that they can only book an engineer visit for the following week, I asked what the problem was, to which I get told "the engineer has family problems". It amazes me that Dell in the UK relies on one person, whom like all of us has family problems?!
I get blackmailed by their same contractors; that I have to agree to them coming next week or they would not come at all. I disagreed with this and said I would take this up with Dell directly as this is clearly not only against the NBD on site warranty, but also against our sales contract and verbal and email contract as set out and explained by their employees.
When I call Dell directly they tell me that their contractor says that I had been swearing and abusing their technicians, hence they cancelled the call out. - Completely fabricated I ask Dell to request the call recordings which clearly show the complete opposite - Which was me getting blackmailed by their contractors into saving themselves of their contract with Dell.
What annoys me the most about this is that me, the customer is treated like dirt, I am battered from contractor to Dell, Dell to contractor back and forth, nobody is responsible for honouring the sales contract and employees are out to cover their own backs.
Broken promises, broken contracts and overall poor customer service, this summarises Dell.