Some readers are forceful about this, and for the first time we have their comments to prove it. One reader writes of eMachines' service: "Completely ignorant people. No help whatsoever." On the other end of the spectrum is this comment about Dell: "Dell tech support is the best I've ever worked with! In the last 25 years of working on and around computers, no one has provided better support!"

   Call it Dell's dynasty. For the tenth time in 11 years, the direct-PC powerhouse has grabbed the top grade in overall desktop service and reliability. Dell also aces our two subcategories for office and home machines.

   "Dell's reliability has been excellent," says Scott Lewis of Cheyenne, Wyoming. "I have built my own systems and purchased systems locally, but henceforth, Dell will be number one on a very short list." In fact, Dell is the only computer maker whose percentage of units needing repair is significantly lower than average.

   More respondents use white-box systems than any individual brand. Historically, people who buy these locally built machines have reported above-average satisfaction with their systems and worse-than-average repair frequency: White-box makers typically don't have the leverage with component suppliers that a Dell or an IBM has. This year, white boxes' repair frequency has improved to average, and they even rank best on some support detail questions, such as minimizing time on hold and customer runaround.

      Dell dominates the notebook category just as it does desktops, with A's in all three subcategories: overall, office use, and home use. The next-best manufacturer is IBM, with two B's and an A, then Sony, with two B's (it has not prompted enough responses to receive a grade for office notebooks). As far as repairs are concerned, "Dell did what they said they would do—came the next day and fixed it," says one customer. "To me, having a partner you can count on is a big deal, and that's the main reason I would continue to use Dell in the future."    

    On Servers..... Dell, as in all the other computer categories, earns the best grade. In fact, every manufacturer's reliability-satisfaction score in this section is average, with the sole exception of Dell.

    Readers give locally built servers a failing grade overall. Apparently the affection they feel for white-box desktop systems doesn't carry through to this type of hardware, and a high number of these units are broken much of the time. Consequently, readers surveyed are less inclined to purchase white-box servers again, unlike brand-name machines.

   "Best computer ever owned"
   I received my Dell the other day, and have been playing with it for three days now. Out of all the computers I've owned (and it has been many, my first being a 286 computer), this is the best. I ordered mine with a 1.8GHz P4, 15 inch Digital Flat Screen, 64MB nVidia GeForce, Windows XP Pro, SB Live and incredible speakers. The subwoofer adds very powerful sound. It runs very quick, and there is no pre-installed junk which you tend to get with other retail computers. It has just what you need, and that makes it a much better computing experience. For only $2,000, this is an incredible computer. If you've been thinking about a new computer, this is the one to get.

   "Fast, painless, good-looking, but noisy"
   What a machine!!! I bought my 8200 with a Pentium 4 1.9 GHz, 1 GB RAM, 100 GB hard drive, USB keyboard, 24X CD-R, DVD ROM, 19" LCD monitor, 250 MB Zip drive, Win XP Home, Turtle Beach sound with Harmon Kardon speakers w/ subwoofer and a 64 MB NVidia G-Force 3 video card. WOW!!!! I've never laid my hands on a system with so much speed. Even my DSL is working faster. Everything works in harmony, great sound, superb video clarity, and very user friendly. This is my dream machine!!!! Its head and shoulders above the Gateway P3 733 MHz that it replaced. Two thumbs up for Dell!

   "What is WRONG with you people?"
   Why does everyone think Dell PCs stink? And...why does everyone like COMPAQ?!?!? Compaq has terrible ratings in reliability and service. I have bought four Dells, they are all great! Though Dell's service is lagging a bit, their reliability is top notch. Even my old, old, Dimension XPS H266 is till working fine!!! I still like my OptiPlex GX240 a little better than this. It is a little more expensive, but it is so reliable and cool looking!!!  If an OptiPlex isn't reliable enough for you, buy a Precision workstation. If the Precision isn't reliable enough for you, YOU'RE CRAZY BECAUSE IT IS THE MOST RELIABLE LINE OF PCS ON THE MARKET!!! You weenies! If you buy one faulty system, it doesn't mean that ALL systems will be faulty! Just make sure you get 3 or 4 year support with it so you get lifetime phone service. I know it's 120 bucks more, but you won't regret it! OptiPlexes and Precisions come standard with 3 year on-site support and lifetime phone support. You people also seem to think that they shouldn't dispatch local customer service people. DO YOU EXPECT THEM TO FLY A PLANE FROM TEXAS TO YOUR HOME IN A DAY?!? Get real! This is good enough for anyone!!!

    "Glad I bought it!"
    I ordered this computer the friday before last. I chose the free ground delivery special option which was supposed to take 3-5 from shipment and it arrived a day earlier than I thought. The case is very study. It came With A Nvidia Gforce 3 Ti200 64 meg video card. 1.7 gig Pentium 4 processor, 256 megs of RAM, DVD and CD-RW drive. and Windows XP Professional. I recommend this computer to anyone looking for a new PC. Make sure you invest in good components it's worth the extra price you may need to pay. The cool thing about the day I was ordering this system was it was less expensive than a 4300 Diminsion with many of the same options. I wonder if they are trying to move these machines out? Please consider and research this one even if you are leaning towards the 4300.