I too had a very bad experience with Dell. My brand new laptop died within couple of months of purchasing it. Dell reps were not at all helpful. Each time I called I was put on hold for 40-60 minutes, and was bounced from one department to another. BTW, my calls were answered by reps here in the US. I sent it to their repair center but my machine was returned to me without being fixed.
Finally, Dell replaced my laptop with a refurbished machine, much cheaper than what I had paid for my original machine. It was a very frustrating, and I or my family swore off Dell. I am happy with my lenovo thinkpad.