Does customer care actually exist?

I have spent weeks trying to get a partial refund of £36 which was what I paid for an entirely useless Dell Migrate service. Having had my new Inspiron, I spent upwards of 3 hours trying to understand then access (again and again without success) the Dell Migration process that I had purchased because it was sold to me through Dell's sales messages as a simple, quick and painless way of migrating from my old Dell to my new one and erasing my old data. After 3 hours I gave up and contacted Dell's technical support. After much hanging on, the agent eventually told me that he had no record of Dell Migration for my order. I had to go through the laborious process of locating my invoice, photographing the relevant information and sending it to 'prove' that I had paid for Dell Migration, so that it could be delivered to me. Eventually, the process started only to stop again when it appeared the regional settings of the two PCs were different. Not surprisingly, my old PC is set to the UK, which is where I live, but I had to switch to US regional settings to match with the new computer, though I LIVE IN THE UK. I went carefully through all the steps the agent sent me on the absurdly long document for this 'simple' process, but when I restarted the PC the computers still would not talk to each other, nor a second time nor the third time. All the agent could do was to keep sending me the same instructions, which I followed to no avail. After a long time, and my phone dying, I had to give up.

I demanded an immediate refund of my Dell Migration payment, a full explanation of why I was not provided with the Dell Migration service in the first place, and why it is not the simple process, and an apology. Nothing happened.

I eventually migrated manually using Dropbox and OneDrive, completing the whole thing successfully in about an hour. I successfully learned that at best Dell Migrate only transfer files, not apps - entirely useless for my needs. I have since tried again and again and again to get a refund. Support agents promise that Customer Care will get back to me - I have not heard from anyone. I tried the phone number and got an automated response saying I could find my answer online before being abruptly cut off.