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I've never had a problem with them and I have bought many items from Dell but I know that doesn't help you. If I were you, I'd call them again, try and be patient then when someone says they'll call you back, be polite and say you'd rather hold as you've been promised this too many times and no-one ever has called you.
They may offer you their personal extension number etc. but I'd ignore it and insist you want it sorted out. If no joy ask to speak to a manager.
My advice throughout is, always (try) and be polite and show that you know it isn't the fault of the person on the phone, but do insist on getting a resolution, bit of professional assertiveness.
Good luck.
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