Can someone explain to me how to reach a supervisor with some common sense at QuickBooks?

I ordered a credit card reader and have already paid for it.  I spent over an hour with a live chat feature reporting that it did not arrive and they promised a call back from a qualified supervisor within 24 hours.  This never happened.

I called back a few days later and asked for a supervisor, but the representative said they would not speak to me.  She said that the supervisor advised her to tell me to dispute the charge on my credit card and then order another one.

Today I received an email saying that due to my credit card dispute my account is deactivated until I pay for the credit card reader I never received.

I am not willing to spend another hour on the phone to try to reach anyone with any common sense.  Obviously, it is to the advantage of QuickBooks to get this machine into my hands so that I can be using it (hint - this is where some of their revenue comes from).  

Also any advice for a better service would be appreciated as I will probably end up cancelling this and disputing the monthly fees as well.  Fortunately I have only created a few invoices so far.