Agreed. I spent the greater part of 3 weeks on the phone with Dell (2-3 hours per day, every day), just to order an LCD replacement for a one year old laptop that was out of warrently (LCD was actually made by Samsung). they cancelled my order twice, transferred between 20 people in 4 depts, and trying to get the replacement CD's was a nightmare.

My friend still does not have the laptop fixed, and he gave it to an I/T guy who works for Dell in Winston-Salem, NC.
my 2 year old Dell XPS never could properly burn a DVD movie nor data disk. the windows OS got corrupted and I had to reload it, now the stupid bios and disk partition thinks there are 2 XP OS's on it, and i have to pick which one to load (only one of the options loads). Screen is also looking a little fuzzy.
Tech support (from the time I bought the machine) could not give me a straight answer, all they do is read from a script.
I closed my dell account, sent an email to Atty Coumo in New York who just won a major lawsuit against them, and also filed a complaint with the better business bureau. Oh, and they also jacked my preferred account to a 30% interest rate before I closed it, and I was never late on a payment.
Dell needs to go out of business.
And the software that barely works part... I am assuming you mean what comes pre-loaded when you buy a Dell, which is mostly trialware anyway. I had to uninstall most of it, as alot of it did not work or was not installed correctly.
I finally got the machine stable and then downloaded every tweak I could find to make it look, feel, and sound like a mac (rklauncher, and a few others - plus the loepard wall paper). Atleast when I have to use the dang thing, I feel like I am working on an Apple, even if it is just an illusion.