How does one escalate truly terrible support responses

I just got the most cursory support response that seems to show a total lack of understanding of the problem (how teh system handles email).
I am used to poor responses, sometimes too often, but am patient because I know people are busy and sometimes things are overlooked.
I also know that the people in charge want to improve support, so I want to esclate this particular response. Can anyone tell me how to do so?
Gary

Thanks Gary for the details.
I've reviewed the case and I agree that more details should have been provided here.
Basically this is currently a known issue that our engineers are working on resolving however this has mainly been for sites under the US center. Your site is actually under UK center which is odd for this to be happening in the first place so I've since reassigned the case to our escalation team to investigate further and to respond back with more details.
The current note from our team...
In some cases, we have had reports of intermittent delays for operational emails sent from our system. These delays can be from a couple of minutes up to a couple of hours.
Our operational team is already investigating these issues and they’re working on resolving them. We hope you will see an improvement in the next couple of days however if the issue still occurs please provide us the system email type (e.g. workflow notification, invoice email, email marketing test email etc.) and the email address that’s not receiving it properly, and we will investigate this further.
We will be responding back to your ticket ASAP once we identify what's causing this based on the information you've provided in your initial case message.
To access chat support you would follow the same path of submitting a ticket. Portal -> help&support -> contact support -> select chat support instead of submitting a case. http://screencast.com/t/TcbUlP4zq
- http://www.businesscatalyst.com/support/request
Hope this helps clarify a bit more.
-Sidney

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