Is there actually a manager or some human in the USA that a customer of Dell can actually talk to?

I have a new XPS8930. Motherboard is fried.
Appointment was set up for today. Got an email confirming appointment today with the badge of the technician for security. Gave the number of the technician.
I texted at 8:30 in the morning to just confirm he was coming after 1pm and to keep me updated. Rushed home from work early to be there at 1pm.

No response. I figure he's busy.

I text again at 4:30 pm to get an update. No response.

Calls the wrong number at 5pm to say he's not coming today. Oh so sorry. Didn't see my messages.
Who cares if he sees my messages. I got an email confirming my appointment today.

Does Dell even know what they are putting their customers through? I have a new computer and sat for 6 hours waiting for a tech that had no intention of coming. There is no recourse for the customer. There is no customer service.

Now I have to lug the desktop to my place of work, with the monitor, keyboard and mouse tomorrow morning.

Unreal. Check the website. No way to actually contact customer service. No such category exists. So I'm trying this forum in case some Dell moderator could actually send this message to an actual manager that could actually call the service company Dell contracts with and tell them their service . How can anyone even tell Dell if there is no "customer service" contact. Not technical, just customer service. I even tried chat twice and it said "not available try later". Really?

What make things even worse is my wife is laughing at me because she told me to get a Mac like she has.