Employee Complaint

I have been a loyal Dell customer for years and have purchased 2 Alienware computers in the last month alone.  I have received uncharacteristically poor  customer service from the technical team and would like to log a formal complaint to management.  I had a representative who even refused to give me his managers name for fear of how he had treated me as a customer.  

Please let me know how to go about this, I love Dell and their products, but this latest experience has soured my view of their level of customer satisfaction.

Thanks,

Chris