Alienware support ignoring my request

hello dell comunity about one month after i recieved my alienware 17 i had found that there was a scratch on the front led (had exams so i didnt look carefully after i recieved it) and i have contact the support team through email they said they will get a technision to replace it next week but it has been 7 month after the first request and there is still no one from dell or alienware came to my house to help me and i did not recieve any emails or phone calls from them telling me when they are coming or why they are not. the second time i have requested a help was when my keyboard has randomelly poped out and they have been giving any support and i am verry disspointed in them.-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------So i am here in the forum asking how could i actually get help from alienware or dell and the warrenty that was included with my laptop even know it was a free bonus but that dosent bean that a companys support can just simply ignor a customer's request for help. this is like in a terroist attack police not helping the request of the citizen of it's country. :(