Customer support complain, no access to manager

I purchased a Dell Laptop that works well, no complaints on the unit itself but I have a real issue with Dell’s customer service. I had issues with my system, receiving error messages and shutting down. I found a 1-800 number on Google and called Dell Canada for support. I was transferred several times and when the call landed I talked to someone in software tech. Or so I thought it was Dell tech support. It turned out not to be Dell or an affiliate from Dell but another, they convinced me to purchase a software package so they can fix my system and ensure no further issues. Two days later I received the same error message so I called the 1-866 number that they provided, a tech support direct line.  When they answered "tech support" instead of DELL tech support I knew something was wrong. Hung up and called another toll free number that I found for Dell. During my conversion with Dell tech support, I was again told a malware program as well as a tech support account would need to be purchased from Dell to fix the mess. After their investigation into my system, it was determined that the software purchased was an interface program only and not a true malware program. Here's my issue. It took me hours of holding on the phone, several re-calls, several message (voice and email) to talk to the Fraud Department to lodge my complaint and start the investigation. With the investigation finally in process after 6 weeks of trying, the next step was to recoup my lost costs. Called my credit card company to reverse the charges but was told I needed to provide proof that the original program purchased, was not what they sold me. This would have to come from the tech department as they were the only ones who could confirm their findings. This has proved to be an IMPOSSIBLE task. I have again spent more time then money on calling Dell. Have been transferred to countless different people working in endless different departments, but still no luck. I've talked to the tech department 5 times now and have even asked to talk to management which I had been told that they would not do. The one time that I did talk to a Supervisor, named Navine in the tech department, was told that there was nothing he can do, that he couldn't and wouldn't help me and once again I was passed off to another department, which once again had been hung up on. Customer service tells me I need to talk to tech, tech tells me to talk to customer service, customer service tells me to talk to tech, tech told me to talk to Premier department, and around and around the Dell marry-go-round I go. I've been transferred between Canada and Dell US, between departments, between people, have been told that I CANNOT talk to any management but did have the unpleasant experience of talking to one supervisor who of course wouldn't forward me to any Manager nor help. I am not a hard person to please and I am not asking for an unobtainable request just someone, anyone, one person who could send me a printable note stating that tech support upon their investigation into my system found the software program installed in my system by the fraudulent company was an interface program only. I wouldn't buy another DELL if it was the only computer available not because the computer's themselves are not good but the support and customer service is ridiculous.