I work in lower ed in the state of Minnesota. This is a mirror story to what I deal with here in our school system! In addition, I'm having trouble even buying computers from Dell. All of our sales reps won't return calls, even when we flat out say we're trying to give them money.
What summed Dell up for me was when we bought a lab of machines for CAD use... we naturally upgraded the video cards, but stayed with Optiplex's (our trusty line). When they arrived with the Dell flatscreen monitors we ordered, we noticed we couldn't plug DVI monitor cable into the video card. After several seconds, we realized that the ATI card has a proprietary ATI video connector... looks similar to DVI, but you need their adapter. The adapter is a Y cable which also allows you to use dual monitors.
I assume anyone reading this is up to speed with the issue at this point... DELL however, could not grasp this concept. After calling them, they sent us 32 DVI -> VGA converter cables which of course, didn't work. Calling our rep again, resulted in a different converter cable. A month passes. We still feel they are unable to grasp the issue at hand here. I take photos, google similar issues, send it off to them. Finally, the correct adapter arrives.
One would think this was an isolated incident, but I had the exact same issue 3 more times in the past two years. All with the same rep. I explain.... send the documentation.... and I still feel they can't grasp this. I too hang my head in shame when I tell people that we purchase Dell.