This morning was the final straw with Dell. I've had problems over the last year with them on a number of fronts: pricing, customer service, warranty renewals, warranty repair work, etc.
I've always ordered laptops for my sales force with the next business day on-site warranties. It has been very helpful in getting repairs done, and getting the sales people back on the road quickly. In the last two years, though, that warranty coverage has really slipped. I get all the excuses about parts delays and overbooked technicians, and I sympathize to a point but it's not my fault they aren't prepared to fix something we have a problem. A couple months ago, it took 30 days to get a laptop fixed. Their restitution was a partial warranty refund on the laptop. The refund was a joke, and has also never materialized.
I've also had serious problems over the last two years with warranty renewals. On several occasions, I've gotten emails and calls stating that warranty coverage on this device or that is expiring or has expired. Strange, I think, so I look at the Spiceworks warranty coverage status, then dig up the invoice showing that I already purchased the warranty extension for that device. Dell's trying to double sell me warranties, so after having this happen several times I tell them not to contact me about renewals. This request is ignored, and no matter who I call or email, they will not stop. This morning, I sent another email, the warranty rep just deleted it without reading it. That sums up my relationship with Dell at this point, they're not listening and don't care.
I've already shifted over 90% of my purchases to HP and other 3rd party channels for toner and similar, but at this point, I'm shutting it all down. We've done low six figures per year with Dell in the past, but their pricing is higher than what I get from Quill for toner, and from HP for systems. I'm not paying more to get worse service, so goodbye Dell.