Devoted to customer service and the principles of exceptional customer services

I'm not a Dell customer, but I've been reading around the web that their customer service isn't all that.  I just came across this article tonight which states:

"Dell service agents can now troubleshoot customers' PCs and solve common problems using a broadband Internet link instead of a personal visit, company leaders announced Friday.

This "DellConnect" service could save the company time and money, compared to the cost of dispatching technicians in vans to solve customer complaints. Dell is also spending US$100 million to hire more workers in its sales and call-center facilities. The moves mark a new way for Dell, of Round Rock, Texas, to distinguish itself in the market, since it can no longer point to a distinct price advantage over its rivals. Dell accounts for 18.1 percent of worldwide PC shipments, compared to 16.4 percent for HP and 6.4 percent for Lenovo, according to a first quarter analysis by IDC."

I think it's great that Dell is taking steps to improve customer.  Isn't that what counts?  Well, according to the same article, an analyst says:

"Dell is almost operating in a commodity environment; I don't see how they differentiate their product from anyone else's. And I'm not sure that improving their service offering is going to help, because it's something that customers already expect."

Well, what about offering phenomenal service - Is anybody doing that?  Couldn't you differentiate yourself that way?  What do you think?

Gary Bourgeault, a fellow writer here at KMM, asks, "How Long Can Dell Survive?"