Troutly, it sounds like you were unfortunate enough to get one of two things. A CSR having a bad day or not trained sufficiently.
Either way, you had a very unpleasant experience no doubt.
All I ask you to do is realize that any time you deal with humans, there is that chance. This being said, it certainly doesn't represent what EVERYONE deals with.
For every negative experience, I can cite thousands of positives.
My suggestion would be ANYTIME you don't feel you are getting the support you need, ask for a supervisor and tell the supervisor what you are dealing with. The CSR you dealt with either needs to be fired or sent for more training. Unfortunately, it happens.
As for service, again, I point to the industry statistics that have placed Dell's tech support in the number one position now for several years running.
Call it the cream of the crap if you like (I do) as service is an area that will never be where I would like to see it...in any industry for that matter.
Yes, I work for Dell so I have a bit of insight to this issue. I am not on the consumer side and you couldn't PAY me enough to be. This is but one example why. There simply are too many things that can go wrong for my liking...