csi-torchwood's Journal: Dell's after-sale practices killing its Linux effort?

Has anyone here managed to buy spare parts for a Linux-based Dell laptop?

Like many of you, I was encouraged when Dell began selling PCs and laptops with Linux installed and configured. I have been experimenting with a Dell Inspiron 1505, now discontinued, and an Inspiron 1420, both with Ubuntu 7.04 out of the box.

My experiments have included dealings with Canonical (partnered with Dell to support Ubuntu), with Dell's own in-house Linux support group, and with Dell's sales staff for spare parts. A clear pattern has emerged: (a) there is poor communication between Dell and Canonical, and circumstantial evidence suggests neglect of Canonical by Dell, (b) Dell's in-house Linux guys are knowledgeable, helpful, and responsive, and (c) the Dell sales staff is a disaster.

Even when they are provided with Dell part numbers explicitly, the sales people waste significant time asking a series of irrelevant questions. On the telephone, I am routinely transferred to people who cannot help me, people who then transfer me to others who cannot help me. Each transfer requires a lengthy period on hold. Each transfer leads to the same series of irrelevant questions. Some transfers result in disconnection of my call. No transfer has led to a purchase of the parts I want.

I have yet to succeed in buying two low-tech parts, a hard-drive bracket and a connector, for my 1420 laptop. In my most recent attempt, my sales person insisted on an explanation of why I wished to buy brackets and connectors. I actually had to justify my desire to give Dell money. I asked if the question were important to the sale. She said yes. I explained that I wished to reinstall Linux on a new hard drive in my 1420 and that extra brackets would make such work more convenient. "What is this Linux?" she asked. I said that Linux is an operating system, like Windows is an operating system, but that Linux does not come from Microsoft.

Our conversation went downhill rapidly after that. The saleswoman's tone toward me became one of suspicion. Parts that were initially described as available somehow became unavailable.

I do not understand why a nominally for-profit firm would make things and refuse to sell them. More to the point, I do not understand why a for-profit firm would institute policies whose only observable effect is to make the lives of existing customers -- customers who want that firm to succeed -- miserable.

And, yes, I have tried to buy the same parts on Dell's Web site. That, too, has been an offensive horror show.

Has anyone in this forum cracked the Dell code? Has anyone managed to give Dell money for aftermarket parts? If so, can you share the magic with the rest of us?