What happened to the great alienware support?

So heres where I am at right now.  I bought an alienware laptop for work because I needed high power and portability and do a bit of gaming also.  I have been buying alienwares for years now and have loved them until now. I recently bought an alienware 17. It worked for about a month and the screen started to flicker.  As usual a tech was sent to my house, cool. This tech shows up and didnt know how to remove the battery or really do anything after 4 hours of trying to replace the screen he had to take it home to look at a guide on his computer. I didnt get paid for work that day.

The problem never got fixed even after replacing the part so they tried to replace something else. We told the phone tech that we didnt want that man again and that he had no idea what he was doing and that he brought it home (even tho he asked us not too and we prob wouldn't have if it had worked so we are annoyed now) Basically we had some things to say about the guy and the tech took notes and said he wont send that guy again.  Who shows up at my house not 2 days later but the tech from before! This time with the added bonus of him obviously seeing what we said about him and being supper cold and awkward the entire visit. All in all the problem was fix except the rare flicker but over the first week it got worse and worse until we were back where we started.

I called AGAIN and was told ok this doesn't seem to be working out, we are going to send you a replacement. Great! I keep the old one until the new ones in, everything is going great and I send the old one back after transferring stuff. About 3 days after I mail the old one back the issues start. I was using Photoshop and went to unminimize it. The screen just went black instead (while remaining backlit) and that was the last I ever saw of it. At this point im pretty fed up, I work in marketing and its black Friday and the middle of the holiday season, not the best time to not be getting work done. I am able to work on an external screen but I am currently sitting in the hospital with my son for the past week (the entire reason i went with a laptop over a desk top) and don't have one available.

So I call back again. I make it very very clear I do not want this same tech again. The guy gets it and a new company is supposed to be sent out this time. 3 days later I haven't heard anything so I call back. Turns out the company he put the order in with does not even service my country. The order was automatically canceled by the system and no one thought to maybe give me a call or set up a new one or anything. It was only found out because I had to call back. So we finally get the stuff sent out and who shows up at the door but the same old tech again!

At this point were  and just want it done, we let him in and 5 hours later there is now an image but its as if  im watching a scrambled channel and this is where we currently sit.

Now here is my question. Im being told that for some reason getting another replacement is no longer an option even though the problem is clearly bad hardware hence the image coming back after replacing a part just not correctly still. How do I get penalized and lose options on my warrenty because you guys sent faulty goods? I NEED this computer to work. This is my busiest time of the year and I litterly cant afford to miss any more work then I already have been since you guys are also having no problems continuing to take my payments. So how do I lose the option to wait for the new one to come in so I can continue to work off the external screen and at least make a little money? Honestly I was pretty surprised when a refund was pushed onto me instead of fixing your own computers.

What happened to the service? That is one of the main reasons I have been with Alienware all this time. I remember the days of American call centers and no wait time ques.  before this computer the last time I couldn't understand a tech was because he was a little too Texan.  where did it all go? Seriously though I want to know where my options are and I want to know why my options disappear. The tech said it was because it obviously wont work if they sent us another (what?) since they already did it once and they don't want to send the tech again because they don't think hes doing something right. I live in a pretty big city and find it hard to believe there is only 1 tech guy in the entire city. The problem is just because it didn't work the first time in no way means it will happen again. Unless you guys are just sending out broken machines on purpose there's no reason I should receive a third faulty screen right? The reason I pay more for these warranties and the alienware name is supposed to be the fact that you get these options and a much better service then the average dell is that not a thing anymore? Am I just paying an extra grand for lights? I'm not sure what to do anymore so I guess Im just going to post this everywhere I can until someone who can help sees it because the phone guys cant seem to help anymore and alienware keeps deleting my Facebook posts to the tech page. Guess they didnt want others to see the included video? I just want my computer fixed and to get back to work and I cant afford to have it shipped off somewhere for an entire month to maybe get a working one back.