Warranty isnt being honoured by Dell. How do I complain?

I asked our company admin person who liase with Dell already. But I would like to understand it for myself too.

I have a company laptop which is under Next Business Day warranty. I am traveling to Europe now. It got broken. I called Dell support yesterday. They said - tomorrow an engineer will come and fix. Received call from them this morning saying - there are no parts, so nobody is coming. I asked - when are you going to have the parts, they said - we dont know.

They spoke little english so I contacted Euro Dell support over the chat and got the same response. When I asked for an estimate, the chat person said :

"At this time xxxxx, there is no estimated time of the availability. As soon as the parts will be available, you will be inform about that. Is there anything else?"

I mean if I get something like this in 2010 I wont be surprised. Crisis and all.. But now it seems weird.

I assumed warranty to business customers somewhat legally binding.. Is that not so?

Whats the procedure to complain?