>>Consumer _anything_ is going to be hit or miss.
I kind of agree with that philosophy.
I have friends who had bad customer experience with Bell for their cell, have switched to Rogers, and for the rest of their lives will yell that Bell is horrible and Rogers is awesome. But I also have friends who did exactly the opposite thing from Rogers to Bell.
I have friends who have had bad personal experience with TD Canada bank teller / customer service, and switched to CIBC, and will spend the rest of their lives telling everybody how TD is awful and CIBC is awesome. And I also have friends with exact opposite experience.
One of my friendships completely deteriorated when they warned me to NEVER EVER shop at Canadian Tire. Why? In 1978 her dad had a bad experience with a Canadian Tire car shop in Regina. I made a mistake of engaging and discussing there are over 500 stores with tens of thousands of employees and millions of different experiences, EVERY company will have statistical error rate, and "This one time at a bandcamp something bad happened" might not form the pinnacle of my decision making process (not that bluntly of course:), I got a look like I'm an alien being and what KIND of friend doesn't immediately take another person's word to not shop somehwere, no follow-up questions asked???!?!!!11
Anyway :).
Every company will have some percentage of bad customer experiences.
Stories, even reviews, are a poor and maybe even deceptive way for a person to decide how to weigh their risks.
I don't know of a perfect way because we don't have perfect information - what is Dell error rate compared to Lenovo compared to HP? I do agree that every company will have an error rate especially in their consumer stuff where we are explicitly not willing to pay for quality, and only pay, at best, for superficial specs or attributes.
Nothing on that website has shown me any statistics or argument that Dell is special. Like others, I've had good experience with Dell business models, just like with Lenovo business models and HP business models. And I've tended to have bad experience with plasticky crap of consumer models.