This might help. Also try reposting this in the Customer Care forum here.
Hi, Does anyone here know how to escalate a case and file a complaint in Dell? I feel extremely frustrated with my whole interaction with Dell regarding my laptop purchase on August 14th. My nightmare began on October 1, when I found that Dell cancelled my order without any authorization or notice in my Dell account.  I contacted Dell immediately. Dell customer service explained that Dell had discontinued my laptop model. During that conversation, I found that a laptop with the same specifications was on Dell’s website. I asked him about it, but he was unable to explain the difference. He insisted that all Dell could do was refund the order. Considering that I had already waited almost 2 months for this laptop, I was extremely unsatisfied with this method of resolution. Anyhow, after a couple of days Dell sent me an email and said the full refund has been initiated and it would be posted to my original mode of payment within 8 business days. However, this wait turned out to be until now, which has been more than a month. During this time, I contacted Dell numerous times, I was told 2 times to wait for 8 more days and another few for 2 more days. I’ve tried many times to explain the importance of this issue, but I would always get random reasons from their customer service like technical difficulties or we will raise this issue to the finance department. But none of their raising this issue has worked, I still don’t have my refund after a month. In essence, it feels ridiculous that after more than three months of my purchase, neither did I get my laptop nor am I even getting my money back. More importantly, is the time and energy wasted to interact with Dell? Does anyone here know, if there is any team in charge of monitoring customer service quality or to receive a complaint in Dell to help me out of this dead loop?   Thanks, Annie
Does anyone here know how to escalate a case and file a complaint in Dell?