How do I get a response from Dell Customer Service/Technical support?

I have a simple problem that two small plastic grommets covering the fixing screws on my Inspiron 6000's screen have fallen off. Customer services referred me to Tech Support who referred me back to Customer Services. I have asked for the problem to be passed on to the appropriate department but it has fallen into a black hole.

HOW DOES ONE PERSUADE DELL TO RESPOND TO COMPLAINTS?

Our church is about to buy a whole raft of new machines for the office (I am IT manager!) I cannot see them being from Dell !