Looks like you got a taste of the good life early on, and now you're jaded. I tease (but not really).

Not sure if it's still the case, but Dell used to assign a support tech to each business account, and you could call them any time, directly. They'll dick around with home users, who'll only purchase a handful of devices over a lifetime. But, businesses order hundreds of machines at a time, and Dell isn't stupid.

Something else to consider is that home support has to do stuff like help aunt Bertha find the Facebook icon on her desktop (in the late 90s, I was one of the guys they'd send to her house, as a last-last-last resort, oh boy). Where, businesses will often have their own tech calling Dell, with real problems, that are costing money. Those are two vastly different skill sets, and it would be a waste to use the same support team for both sides.

The contrast between the two tiers really is striking though, and it seems you found that out early.