So I purchased a Dell OptiPlex system with a 20" professional monitor a few weeks ago. It turns out that the department director had a change of heart, and wanted a larger monitor. Me being the "nice" IT guy, contacted my Dell rep and asked for an RMA and ordered a larger Dell professional monitor. Dell waived the restocking fee, and I sent the old monitor back. All this time, the Dell Premier invoice that had this order on it was sitting on my desk and I noticed it when it was already past the due date. I contacted our rep again, and she was nice enough that she waived the late charge even though it was because of my negligence.
Long story short, I have had awesome customer service from Dell the past 4 years or so I have dealt with them. Thank you Dell!
EDIT/UPDATE 8/25: I received a second and final follow-up call from Dell Financial Services yesterday to ensure that everything had been completed to my satisfaction. The DFS rep also sent me an email stating that the late fee was waived upon my request and that they were closing the case.
That went beyond my expectations. Funny thing is it's not like we do tons of purchasing either, our annual average is maybe 20K of Dell equipment, though all of our desktops are Dell. That's awesome customer service right there!