How do I get an escalation or straight answer from Dell Support?

I purchased a Dell XPS 8500 special edition 3 weeks ago. Last Friday the video card died. I was told that a new card would be overnighted and a technician would install it Tuesday. I have now been sitting in my house for 3 days and every time I call the phone support line some anonymous joker in India feeds me a different line about what's happening. Now they're saying it will happen sometime between now and Monday.

This is unacceptable! In what universe is it OK to make a customer sit in their home waiting for service for  week or more?

Does anyone have contact information for Sr. Management at Dell, or a way I can escalate this issue so that I can get the PC I paid a substantial amount of money for up and running again?