DELL Customer Support Escalation

Hello,

How do I escalate customer support request for a return of a defective device?

So I purchased two laptops recently. When we got them one of them was working fine and the other one did not even turn on. I contacted customer support wanting to return this defective device. I was told by the customer service representative that I would be charged 15% restocking fee as per their return policy. But the return policy says that there is not restocking fee if the item is defective. The customer service representative says that the laptop not turning on is NOT A DEFECT !!!