[mgkimsal]

Early stage companies do well to take this approach, because they can use the input to inform future service/product enhancements knowing what works and what doesn't.

Specifically with Dell, one of their big angles, IIRC, was custom built stuff. While there wasn't an unlimited variation of possibilities, it was enough that my Dell wasn't necessarily the same as your Dell - whether it was their problem or not, many other vendors would punt on the support.