Dell - why is updating a church's tax exempt status so difficult a process?

I've been having some major issues with Dell customer service and would like some resolution. I'm tired of dealing with unhelpful people over the phone, and would love to speak with someone who will be willing to help me.

Our church purchased ink for our printer online. Dell had our tax exempt information, but it was out of date, so we were charged tax. I called Dell, a rep said that all we needed to do was to fax our Tax exempt document to the tax department, they would update our records, and the tax would be refunded.

I faxed the document over and I was told that it was incomplete. I needed to write our account number and "Dell Marketing LTD" on the top, then fax it again. I still don't understand why the department that received the fax was unable to do this, but I did as was requested and re-faxed the form.

I was then contacted and told that they would also need the ST-2 form. The ST-2 hasn't been used since 1992, when the ST-2 forms were discontinued and replaced by the new form. The new form says, "This form replaces the ST-2. Having an ST-2 is no longer necessary." Luckily, we held on to our copy of the old ST-2, so I faxed it over.

I was contacted and told that I needed to fax both the old for and the ST-2 together. So, I did.

I was contacted and told that I needed to send them both again, with our account number and "Dell Marketing LTD" written across the top. Silly me for forgetting to do this. (Just a side note, Dell, I'd be happy to send you a pen so that you can write things down - if that would be helpful). I faxed both together.

I was contacted and told that I needed to submit a ST-5. I've never seen an ST-5, I don't have an ST-5. I tell Dell this. They send me a blank ST-5 and tell me to fill it out. The ST-5 is a form letting Dell know that we intend to purchase from them. We've had an account with them before, we've purchased with them before, we simply need to update our tax form with the new one. I fill it out, fax it back.

I was contacted and told that it was filled out improperly and had to do it again. I asked what I did incorrectly, and they couldn't really say. "The tax department told us it was incorrect." I ask them to contact the tax department to find out. They, very begrudgingly, do so. 30 minutes later I'm told that I missed a check box. I ask, can Dell check it for me? I'm told that he doesn't have the form, the tax department does. I ask if they can check it for me. I'm told no. I fill out the form again, check the box, and send it to Dell.

I was contacted and told that I needed to send the tax exempt form, the ST-2, and the ST-5 together. Dell, why do you need so many copies? Are you losing them? I can recommend some good filing tips - I 'll send you some tips on filing when I send you the pens. I remember to write "Dell Marketing LTD" and the account number on the documents and fax again. I guess my ST-5 was correct, because they didn't give me a hard time about it.

I was contacted and told I need to fill out a "Business Purchase Verification Form" which verifies that the purchase we made is for a business and on a business credit card. The church doesn't have a credit card. This hasn't been an issue in the past. We shop with many different businesses, they all have our tax exempt information and gladly let us shop with them.

Dell, why is this so hard? It's been two weeks. These steps are ridiculous. The run-around is ridiculous. There isn't a single other company that we work with that had been this difficult.

From now on I'm shopping at Staples.

Dell - if you care - give me a number of someone higher up in the food chain, preferably someone that can make changes themselves, instantly.

I'm this close to disputing the charge on my credit card.

I'm a very very unhappy customer.