I recently got support for one of our Dell's via online chat.
Except for the wait time, I really like chat as a form of technical support. I don't have to try to figure out what the guy is saying to me in a thick Indian accent. I don't have to try and find links while they sound it out for me. It's instant, allows for feedback, and gives me direct connection to links.
Found out we needed to purchase a SATA data cable, so we went to Mircocenter and got that, some cans of air ($19 for cans of air? <sheesh>), and all four Age of Empire games for $10. Pretty cool.
And now Brittany's computer has twice the hard drive space.
Your Media Production Mentor