>> Offer someone a laptop for $500 with very good support speaking fluently 
>> in your language, or one for $400 with dodgy support, and I bet most 
>> people will take the cheaper one.  Companies know this.
>
> If I was buying a laptop for myself, then sure. What irks me is that we 
> paid Dell extra $$$ specifically for the support contract. (And I'm not 
> talking about small numbers here.) And yet, the support is still pittiful.

Hmm, Dell support has been really good for me here at work, the support 
system seems to be totally different for corporate accounts compared to 
personal orders.

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