Dispute resolution

I'm sorry if this has been asked and answered before. Does Dell have a dispute resolution office or process for people who are not being assisted by the warranty/tech support departments. 

In April, I bought a Dell laptop. After about a month of use, a key fell off the keyboard and could not be reattached due to a defect in the key or mount. Shortly after that, the Windows OS stopped booting.

When Dell returned the laptop after repairing it, it quickly became clear that they had installed the wrong replacement keyboard. They reinstalled Windows but not some other important utilities and software that came with the system. 

The second round of repairs didn't happen because Dell sent the shipping box to the wrong address, a nearby vacant house where the box was damaged by rain. 

There has been no response to my complaint about the box fiasco. I imagine the tech and warranty people hope I will simply go away because my situation is embarrassing for them. 

So, what is the procedure for people who are stuck with nearly new but unusable computers? Is there an office somewhere within the company that will assist such customers?