I've found that just threatening DR with the BBB doesn't work, you actually have to file the complaint. What I do is give them a week to sort the problem and when that doesn't work I start the BBB case and e-mail DR the case number. That seems to put a rocket under them and things suddenly get done! It's ridiculous really but it seems to be the only way I can get things moving, otherwise it's weeks of "We'll e-mail you in 48-72 hours" and I hear naff all. Or worse still, "We cannot help you via e-mail, please call this horrendously expensive US number".
I'm not asking for much, just for my issue(s) to be solved in a timely manor. I think that's all we all want really, isn't it?