I thought I would share a good moment for Dell Support...
One of our servers threw a hard drive yesterday. I grabbed the service tag, picked up the phone and called Dell. I was transferred once to server support, from there I was transferred to an engineer (who spoke perfect English). He verified that the drive was dead, took my information and processed the replacement part request. In total, I was not on hold for more than 30 seconds. The entire phone call was just over 10 minutes. New drive showed up today. Shortly after it showed up, the engineer emailed me stating he saw the delivery notification and wanted to know if I had any questions or needed further assistance. I advised him the drive was already installed and rebuilding.
Note, this was not Gold or Pro support, this was just plain old standard support on this server (non mission critical).
Thank you Dell for a good support experience.