Formal Complaint Process - USA Based customer

I have 3 Dell systems. I USED to have 2 listed in my account and when I went to add the third a couple of months ago, the others were not there. I am having trouble with one of the systems, and I reached out to support and received a rep somewhere WEST of Hawaii. After spending almost 20 minutes explaining what I was trying to achieve, I still ended up unresolved.
Here is the short version of the reason I called.

Latitude XT2 (Pre-2009) is the suspect machine right now. I originally emailed to see about extending the warranty, I never heard back, so I called a few days later. I asked about extending or purchasing a warranty and was told "Dell does not support any computers over 4 years old" and when I asked about replacement parts (the keyboard doesn't functions properly) he restated that Dell does not support computers over 4 years old, and do not have parts for older systems. I asked about replacement software as the computer was purchased second hand and the OS was corrupt. I wanted to complete a fresh install and start the computer over from scratch. The rep advised me that Dell does not provide software for computers, but instead now offers a USB dongle. He was not recommending the USB dongle as my computer was too old to support USB products, but he was willing to take my money if I insisted. Really? The computer was designed for Windows 7! I never did get to the second reason for my call, which was why are the other 2 systems not listed in my account. So a couple of days later (12/18/14) I receive an email from a Frans who states he is a Dell Support Manager. His purpose was to ensure that I was satisfied. I replied and stated that I was not and wanted to address this. I have never heard back, even after several follow up email from me, basically stating I was still waiting for his reply. So, here is what I am looking for:
The name and contact information for a US based representative, that is capable of addressing my concern and assisting in some sort of resolution.
I do not want to talk to anyone from some small island nation that English is not a first language and I have to explain my issue to a Tecnical Support Professional as if I were talking to a 3 year old that doesn't even know what a computer is and can only read off of flow chart cards.
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Here is the email I received from Frans and my replies. Newest email is on top
On 12/18/14:
Dear Adam,
I’m contacting with regards to your last contact with Dell pertaining to . In line with Dell’s mission to provide the best technical support experience to all our users, I’d like to know if your concern was properly　addressed and if you were satisfied with your overall Dell experience. If you do have concerns on how your case was handled and have comments on how we could have helped you better, I do encourage you to correspond with me so I can address your concerns. I am looking forward to a positive response from you. Thank you for being a valued Dell client.
Frans
Dell Support Manager

My reply on 12/20/14:
Good morning Frans, I appreciate your reaching out to me. I contacted Dell with actually 2 concerns, but we never addressed the second as I was highly upset with the LACK of solution I received at first. To start, I am NOT satisfied with the outcome of my phone call. Here is a rundown of the reason I called.
I purchased a Dell Latitude XT2 at a yard sale. I spoke with the seller who stated that he tried to reinstall Windows 7, but it kept failing. He admitted that he is not very computer savvy, so he gave up and put it up for sale. I was able to reformat the drive, and install Windows XP Pro. The drivers offered on the Dell website did not work properly. I have a Windows Vista disk from my other laptop (Dell XPS M1530), which I received a Windows 7 Ultimate upgrade kit, from Dell so the Vista was available.
I was able to successfully load the Windows Vista 32bit on the computer, and start downloading the drivers. I was still receiving errors and messages that were telling me that I was using the wrong drivers or that certain packages "did not unzip properly, error code 40". I have also learned that somewhere in this process, parts of the keyboard stopped working. An external USB keyboard works fine, as does the on-screen keyboard. To start, I went through the Dell website on 13DEC2014 to request a quote for an upgrade/extension of the warranty (obviously I understand that there would be a cost associated). I never heard back other than a confirmation email that I submitted the request. When I heard nothing back, I decided to call. After working to explain my situation to your representative, with already a language barrier, I was able to convey that I wanted to know about either purchasing the originally loaded (restore) software or an extended warranty where I could just ship the computer back to Dell and let your technicians fix it. what was explained to me, was this:
1) Dell does not offer any warranty on computers after 4 years from date of manufacturer. Unfortunately this warranty expired in April 2013.
2) Dell no longer makes the software to support this computer because Dell only uses USB flash modules now, and they are not compatible with my system. While this makes NO sense to me, I was already very frustrated. I did not understand how a computer that was designed for Windows 7 would not be compatible with a USB flash drive. He also kept insisting something about Windows XP, but he was not able to explain what he was talking about. By the end of this phone call I was VERY frustrated and irritated that am surrounded by Dell computers. I personally OWN a Desktop. The laptop I am typing this email on, the laptop I originally reached out for support on and not to mention I work for the US Government that uses EXCLUSIVELY Dell computers. The second reason for my call was I have a Dell customer logon and look under my systems (or wherever it lists all Dell products that I own) and none of my systems are listed, except the XT2. I was hoping that the rep could assist me in locating everything and getting it all in one place. unfortunately by the end of the call I really didn't care and Toshiba, HP and Microsoft were all looking like better places to spend my money. So, in closing, I know you were hoping for a positive response, but that is not something at this point that will be received from me.
Respectfully,
Adam

Follow up email that I have sent by way of reply to the original email from Frans:
1/8/15
Frans So, was this email meant as some sort of an insult? You asked if I received resolution to the reason I called and I stated no, and that I was actually quite dissatisfied and I have heard nothing back from you. At this point I am ashamed to be associated with Dell. I own 3 Dell computers and will now consider selling those to purchase a computer from a company that provides customer support such as HP or Toshiba. You asked that I correspond so that you could address any concerns. Now I'm concerned that you have FAILED me as a customer and ignored my complaint. I guess New Year, New Vendor.
Respectfully, your disgruntled customer.
Adam

1/24/15
And I'm still waiting for a response.

2/1/15
and STILL! Nothing from Dell! Great customer service!