The ironic thing is I remember when, in the computer industry, Dell's customer service was held up as the Gold Standard.
My last laptop from them was having problems. I contacted "customer service"
1. was asked if they could speak to someone else in the house because my accent was to thick for them to understand. I am from Texas! My accent is not that pronounced more generic TV news.
2. I was with in 48 hours of warranty expiring. So I found it suspicious that we would get through the trouble shooting, to the they repair it part of the service - only to get disconnected. I would call back and my ticket number didn't exist. So we absolutely had to do the whole troubleshooting thing all over again. The warranty expired before I got help.
3. I went to a big box store and purchased a new laptop.
4. I work in a Dell district. I didn't have a district laptop. I had my personal laptop because I was working on something and didn't want to keep changing computers (long before cloud computing besides the district had a different version of the program.) During a Tech walkthrough with a Dell rep. they saw my non Dell laptop. We had a talk. THey wanted to know why I didn't use my district discount and get a Dell. I asked to you want the flat out truth. They said yes. I told them about what happened in #2 - the Dell guy was not happy. Even after I got my district laptop, I tended to do things on my personal one. Went back and forth with tech about it. It was a bit of an ADA issue. I couldn't make changes to the settings to accommodate my LD's. Since fatigue level is an issue, it wasn't like a tech could change my settings to fit what I need. Because what I need depends on the lighting, and other factors. They stopped locking down those settings because it was hurting students with LD's as well.
Unlocking voice to Text was interesting. Apparently many ambient noises are actually secret cuss words. I once had a student in a panic tell me "Ms. Herbert there is a ghost cussing. I look at his screen and the F word is being typed over and over - but he is standing up with his hands on his head. This was a 3rd grader, who could barely use a mouse at the start of they year.