Yea, people do have problem with Dell's customer service in past years but now Michael Dell is back at the helm, things are getting better at Dell. While it is not great but it is an improvement over the past.
As we, the customers, requesting cheaper and cheaper computers, all computer makers margins are razor thin. Customer support, tech support or any kind of support costs the most money. That is where they cut. If some one wants better support, you can actually purchase better support or if you purchase their top of the line product, in this case Dell XPS, you will get US support staff.
My personal experience has been great so far, my XPS system had a minor problem and they immediately Fedex next day air the part to me. This new lappy I just got, has a grainy screen and they are sending out a tech to replace it. It is not XPS, just a mass produced lappy. So, I am happy so far.