Urgently need help above Advanced Resolution Services

Hi - 

Dell sold my organization 6 laptops in January and in addition to various other issues, none of them work with our plug-in headphones. I've spent dozens of hours (over months) trying to even find out from Dell whether it is due to a flag with the devices, or how the laptop was designed (tho it is advertised as compatible with headphones that use jacks). I've had a Dell tech come to my house to replace parts. Me and other staff have spent hours on the phone with Dell updating drivers, etc. All the while we have to use the laptop mics for our video calls, leading webinars for the public etc, with terrible audio, picking up background noise, etc.

In the end, we've been offered a $200 coupon to cover the cost of six USB headsets (that cost $30 each) which we're assured will work with these laptops. However, our staff are scattered across the US (working remote) and I'm told that the coupon only applies to one order, and the order can only deliver to one address. I asked whether we can have six $29 coupons instead, to order 6 headsets to various locations, and I was told that Dell policy is only 1 coupon per customer per year - regardless of the amount! This means we must order all 6 headsets sent to me, and I must spend organizational money and more of my time going to the post office to ship the headsets to my staff. My staff, meanwhile, have high-stakes meetings coming up where they need quality audio ASAP (next week!). 

We are a small nonprofit that doesn't have money to waste, and we purchased laptops that don't work properly. Months have passed while Dell has been unable to resolve the issue. This solution from Advanced Resolution Services, while a nice gesture, is creating more work and cost for us. Please advise how to escalate this matter so we can get six $29 coupons.  (Another Dell rule is the purchase must cost more than the coupon! So the coupons MUST be $29 and no more, so that we don't have to make additional purchases in order to use them). 

Thank you,
Cole P.