Really? I've had a generally poor support experience with dell. Granted, I don't have enterprise support, but still. My dell laptop stopped charging (still within warranty!), called up support and spend a while trying to explain what the problem was. Eventually, I got it through and they said they had to replace the motherboard and would charge $200 (the whole thing was ~$500) for it.
Every Dell laptop I've ever purchased has had the on-premise technical support (which I used to great effect over half a dozen times) and most of those were purchased through the Dell website which I assume is targeted towards consumers. It may have been part of paid warranty upgrades but obviously not enough to make an impression.
I always used the Dell web chat to get warranty support and the vast majority of the time I just wrote a few sentences that made it clear that I was a power user that knew what was likely to be broken, someone would get dispatched with 24-48 hours, and I'd spend less than hour on the whole affair (most of that time spent doing something else while the support person replied or the tech worked on the laptop).
