Megan McCardle recounts recent difficulties in getting Sony to deliver good customer service. She ends with the pledge to never leave Dell again. Her assessment: "They're surly, but when something breaks, they send someone out with a new part the next day." Well, maybe. A quick Google for "Dell Hell" will turn up horror stories galore. Although, at least if Jeff Jarvis is to be believed, they are trying to get better. One problem with evaluating customer service is that it can be really variable -- one customer will get great service, while another gets the run-around. Looks like Megan is in "Sony hell" right now.
For what it's worth, I've had pretty good luck with Apple's customer service -- although of course Apple products cost more. In any case, I wish Megan luck in getting her computer fixed.