Please help!

I have been working with the Dell Technical Support Team for nearly 1.5 years on an ongoing issue with my Dell Inspiron 1720. I spent hours on the phone, calling nearly every week to find a resolution. Finally, a few months ago I spoke with Jag, a Manager in Tech Support. He agreed to send me a replacement computer (a Dell Studio). A few days ago, we received a software disk in the mail from Dell. My husband called Dell Tech Support to have them help with the install. They informed him that due to the hardware issues on the computer, they could not install it. My husband handed me the phone. I spoke with Mabib in Tech Support, who finally transferred me to Jason, the Manager on duty at the time. He agreed to take the computer back and give me a full refund since I've had problems since Day 1. He informed that he would transfer me to Customer Care, and that I would simply need to ask them for 1) a return label for the Dell Studio, and 2) a full refund. Once I was transferred, no one could find the notes from my conversation with Jason. I have called both Dell Customer Care and Tech Support at least 5 times in the last few days, as well as emailed them, without resolve. I am incredibly frustrated.

Can someone please let me know how to proceed and who I should talk to. I have already contacted the BBB. I will NEVER buy a Dell again... the customer service is  undoubtedly, incredibly, unbelievably bad.

Allyson