[cjslep]

This is absolutely horrendous. Dell is continuously denying the customer from escalating their case. Probably because this customer isn't a VIP partner like a BestBuy executive. Anecdotally, customer support escalations for individuals such as those can go all the way up to the CEO. There's definitely someone higher that could handle the case. But this level of strict-adherence-to-policy without escalating internally is an awful sight to see:

They are highest level of escalation team at Dell and we cannot supersede their decision.

As per our records, we see that the Escalation team is handling this case and they are the highest point of contact.

ARG and the executive escalation team that you are mentioning are the same and they are the highest level of contact at Dell.

As this case has been escalated to the highest authority, we will have limited options to work on it.

[t27]

Exactly, that's my friend who's suffering, he bieng a US buyer, I'm pretty sure that there will be a local customer support team who can help him.