I recently had a personal laptop hard drive from Dell go down.

Rang up around 5:30pm and was put straight through to a service-centre guy (that actually spoke understandable English!)

After maybe 5 minutes on the phone (spent diagnosing the problem and making sure I know what a hard drive is and that I can replace it), he was organising a replacement hard drive to be sent to my residential address. That was on Wednesday, on Thursday morning I get a confirmatory call from Dell stating the hard drive is on its way and should arrive by tomorrow.

Friday morning an Air Express Courier arrives with the replacement hard drive and an unused Air Express satchel with instructions on how to get a return courier for the faulty part for free.

The dead hard drive was a Samsung and the replacement was a Western Digital.

Its rare to have an experience these days that isn't based around the philosophy of screwing over customers and employees for that extra 0.01%.

not bad, rarely hear stories like that anymore, +1 for dell!