Hi in defense of the IT Engineers I have worked for Dell in the past and here in the UK they are not required to do any training with Dell. I have CompTIA A+ a recognised certification but that does not mean I am familiar with Dell products and I was recently asked to repair a Dell Laptop at board level. With no training and my reputation on the line I declined. Dell sub out to agencies who it seem are not as rigourous about training as the Dell site would have you beleive.