I have to admit, if your company buys a lot of Dells and has a service agreement with them you get treated really well compared to the rest of the lone pee-ons (residential customers). Their computers still suck but at least when something goes wrong, you can get someone out the next day (on site) to your office to fix your computer. I live out in the sticks (home office) and they came out here (down miles of gravel roads) and about an hour out of the big city to replace my motherboard inside my laptop. Usually the very next day; Service provided by their partner Unisys.
by the way.. I got yelled at by their "real US based" tech support that I was using my "portable" computer on my lap. "Sir, it is a NOT a laptop, it is a portable computer. It is NOT designed to be used on your lap. That is why we are careful to call them a portable computer and not laptop. If you use it on your lap you end up covering up the air intake holes and the CPU fan with your legs. As a result the computer will start malfunctioning." They were right. All the fake "titianium" paint has pealed off the bottom of my "portable" computer right around the CPU and RAM areas due to heat. My case has bowed and my power connector had seperated from the motherboard soldiered joints.
I still use it as a laptop. If it breaks again, they can come and fix it again. I aint gonna put it on a table all the time. "Portable" computer notion is crazy.
Dell does have good tech support based in the US. It is reserved for business service agreements. Residential customers get outsourced to Asia.
btw, if you are really concerned about good tech support and reliable computers. looks at Consumers Reports for who has the best customer service AND the most reliable computers. There is a single company which makes #1 each year; consistently year after year. It ain't Dell.