I recently filed a complaint against Dell with the BBB asking for them to refund my $25 shipping fee. I paid $25 to have them ship it in 3-5 business days, not 5 weeks. Dell responded to the BBB and asked me to contact Linda_Kelly@Dell.com (1-800-624-9897 ext 72-62156). Every time I call I get her answering machine. I have left two messages, and the other 2 times I hung up. I also e-mailed her twice. No replies at all.
This is the essence of Dell customer resolution: they simply ignore the problem.