Customer Care/Global Commercial Services problems

Who do I need to contact in order to explain the horrible service Dell customer care provides?  Here is a description of what happens when I contact 800-456-3355, and afterwards, 877-766-3355:

My initial problem was with technical support unable to fulfill our Next Day Business Support warranty.  It's been almost 3 weeks (and 3 onsite techs) and our laptop is still not powering on.  We now have to send in the laptop and wait another week - and if it can't be fixed, we have to wait even longer.  This is NOT Next Business Day Support.

When I call 800-456-3355, there is no option for Customer Care.  I choose "None of These", then the automated system tells me to wait, then hangs up on me.  Happened 3 times in a row.  I have to go through Tech Support in order for them to transfer me.  When I get someone in Customer Care, I explain how upset I am with the service, and many times the agent will cut me off and explain that "they understand, but will have to transfer me to the proper department".  But they don't explain WHAT that department is.  They transfer me but most of the time they send me back to the routing department, or sales.  I go back to Customer Care (through Tech Support), and ask for a supervisor/floor manager, then get put on hold and hung up or transferred back to the routing department. This has already happened multiple times without fail. 

I finally got an agent in Customer Care who got me her supervisor, and was told I need to get in touch with Global Commercial Services (877-766-3355).  They transfer me, I get an agent who then passes me on to his supervisor after I explain this whole ordeal.  The supervisor explains that they cannot compensate for the fix delays, but they can transfer me to a Technical Support supervisor who can maybe try to better assist in my "Next Day Business" issue.  I get transferred, I get an automated machine that says that all agents are busy and I need to call back, then get hung up on.

In total, 2+ hours wasted.

Dell's customer service number is convoluted, I get agents who do not transfer me to the right department, and I basically spend hours to get to nowhere.  Our small company has invested thousands of dollars in Dell equipment without much problems, but I sense this will be an ongoing issue.

So I ask, who do I need to contact in order to make sure this kind of joke service will not be repeated?  Our business (which relies Windows OS due to tech partner software) is growing, so if this is expected from Dell Small/Medium Business, I'd appreciate if a Dell rep can just reply to this and tell me to take our business/money elsewhere - will save us lots of time and troubles.