HP customer service

Hi everyone, I am at a TOTAL loss. I purchased my compaq Presario in Sept. 05 and have had problems with the PC since, it's been benched twice and had one in-home repair done and now for the last week or so I have been told that someone will call me to have the product replaced with a new one and no one has called me back. Every time I call I get the same schmuck: "The case has been escalated to a case manager and they'll call you back in 24-48 hours" Needless to say a week later still no phonecalls.
What are my options here and/or recourse?
I don't have a clue as to what to do at this point to get this faulty product replaced!
I am not even sure if I am at the right place here, if not I apologize and hope someone will re-direct me to the appropriate place!
Thanks so much in advance!
A very angry and frustrated,
Dee