This post is super long because it details two support requests and the trials I had resolving them. If you don't want to read the full details, I totally understand because it's tedious - oh so tedious and there's so many data points (really! should it have taken this many touch points?) that I can totally understand my readers taking the TL;DR route. With that said, the following is why I will not be introducing Dell into my environment or any environment I consult for.  I haven't decided who I'll use for servers or laptops but I'm just going to build workstations from parts.

Here's the skinny:  Dell is full of excuses for why they can't repair a system. If a butterfly flaps it's wings in Tokyo it's a supply chain issue.  They don't guarantee next day service (they'll charge for it though) and when they can get to it is anyone's guess.  If I were to rank them as a service organization it'd be slightly above airlines.   Here's a quick example:

...you will also note that no where in the document doesn’t it explicitly promise next business day service (only that a “technician can usually be dispatched…”).

This will ultimately come down to a matter of interpretation, but realistically it’s impossible for any company to promise 100% uptime (or next day service), and our service contracts essentially allude to this as mentioned above using terms such as “reasonable”.

Johnathan Boyd, Resolution Manager

See, I interpret Next Day Business service as just that.  It's even detailed in their service agreement how they determine next day.  I also hold to the opinion that if a Dell representative breaks a machin it is reasonable that they'd exceed their SLA to make sure that their customer would be back in business.  Alas this is not so.  Essentially they reset the clock. So clearly they can put some sort of time line around it and based upon trying to get them back out to fix a problem they created Dell will certainly cling to the next day service definition:

Event 1

Event 2