Because you've had bad experiences with Dell in the past, your future dealings will likely be sub-par as well, since you will be going in with a skeptical chip on your shoulder. It's even 10 times worse when you know it's for your customer and you just want your problem resolved ASAP. It would make sense to switch to another company this time around such as HP.
Personally, I've been supporting Dell, Compaqs, HP's and IBM PC's for almost 10 years now at several Fortune 500 companies. I've encountered enough to know that the support is pretty even between them all. The difference in my case, however, might be that I am working with the business class support reps and not the home/residential. As for reliability, it seems to change each year. Right now, I'm working at an all HP/Compaq shop, so I couldn't tell you where Dell currently stands. But from work I've done on the side, I can tell you the most common problem I'm seeing with Dell is failed power supplies.
On the HP/Compaq side, to be fair, is an abnormally high number of LCD monitor failures. However, both could very well be a result of environment conditions and the level of care given by the end users that I'm working with. Plus, from a small purchase of just "several" workstations, you have a low chance of running into any of those problems...
Good luck!
~cdogg
"
Insanity: doing the same thing over and over again and expecting different results." - Albert Einstein
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