Since I will be purchasing two new laptops soon, I have been researching
them. I found a very informative article in ComputerWorld.

It appears I am not the only one who has noticed Dell's quality and
customer service has gone down the crapper.

Apple led the five vendors with a score of 347, followed by Lenovo/IBM
(236), HP (126), Gateway (103) and Dell (94).

"Apple's score tells me that it has both great quality control and great
support in place," said Milman. "And that Apple is taking care of its
customers though its internal support channel." Unlike the other four
vendors, Apple has its own retail chain, whose stores are manned with
customer support personnel, dubbed Apple Geniuses.

Dell, on the other hand, is now at the bottom of Rescuecom's scoring
system, having slipped from last year's fourth place to fifth this year.
"Dell faces some challenges to deliver quality products and quality
services," said Milman. "The probability is certainly higher that a
customer will have problems with a Dell than with an HP or a Lenovo
[computer]."

Dell has had problems meeting customer demand for some laptops, and has
seen its once high-flying service and support reputation drop. In
August, for instance, the American Customer Satisfaction Index (ASCI), a
barometer of customer satisfaction produced at the University of
Michigan, pegged Dell's score as down four points from the previous year.

"Dell isn't going anywhere," said Milman. "They still have good
machines. But over the long run, you're more likely to have a problem
with Dell."



http://www.computerworld.com/action/...618&sr=hotnews

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