Jeff Jarvis thinks that Dell has made a bad move into "luxury PCs." While I haven't read all the details, I tend to agree. You can't make your regular buyers feel like they are getting the shaft, and that is the way this comes across.
A better idea would be to give people an estimated wait time and tell them where they are in the queue, when they call customer service, and let them bid on the top spot. That way the amount you pay for customer service depends on how bad you want it at that moment. Or, as an alternative, Dell could sell an outrageous goal like… providing excellent and responsive customer service to every customer.