I often wonder ...
how business buyers have time to buy direct from Dell, wasting their time with Indian call-centre droids who listen to not a word that's said. Even speccing it up on the web and ordering it on the web doesn't seem to give total protection from these characters.
Resellers earn their money by dealing with the needless hassle.
The one thing that keeps resellers with Dell is that spare parts are available, which is more than can be said with many laptop manufacturers.