I used to work for a company that built new electronic equipment and serviced out of date equipment for a variety of customers. I was transitioned to a "customer service manager" from a project manager. When I took on the new role I promised myself that I would provide the customer something extra.
I initiated periodic status meetings with the customers. Content included order status, issue resolution, return material status, etc. I also would communicate shipping information (carrier, tracking number) when an order was shipped as the customer was responsible for the freight charges. Many of these customers where shocked at this and the level that I went into. Why are you doing this they asked? Because, if I roles were reveresed I would want this information. Many could not get over this idea. In fact, I was able to get some added service fees added to our contracts for this.
It is not hard to do this. Just takes some time, attention to detail, and a commitment to your customer. Sorry for your issues with Dell. I would send a note(s) outlining your issue.