My experience with Dell tech support took me 1 hour and 56 seconds. Much of it was spent waiting on the phone for the "next available representative".

When I finally got the representative, and this is after entering my service code so I'd assume that they'd send me to the right place, I am told that I am at the Dell Dimension support group, so that meant another long wait while I am being transfered to the  Inspiron group.

Now, the tech support person on the Inspiron group was trying to be helpful. Howver, there seemed to be a problem with phone lag. Were they using VoIP and a laggy system? Then there was the accent. I could barely make out what the phone rep was saying, on top of the laggy voice.

Furthermore, once the tech support call was put through, I had to make YET another transfer to Dell Customer Care. For some reason, I had to write my case number down, and get transferred to Dell Customer Care and state my case number to arrange the product replacement.

I think they should have been able to transfer my case number directly through they system, instead of having me call customer care to arrange sending me a new system.

Anyway, at least, within 30 days of them shipping my system and there is a defect, they will replace it with a brand new system, same specs, all shipping paid for.

In other words, pretty standard as they shipped me a defective system, so they have to replace it at no cost. At least they didn't give me any hassle here.

For the long waits, and the frequent transfers that made me have to wait even more, I can only rate this experience a 7/10.