I had literally the worst service from dell. My Ctrl keycap was broken on the AW 510K keyboard. It's apparently a quality issue just like the other two posts discussed.
https://www.dell.com/community/Alienware-Desktops/AW510K-keycap-replacements/m-p/7983830#M48808
https://www.dell.com/community/Alienware-Desktops/AW510K-key-replacement/m-p/8124028

I honestly don't mind buying a set of new keycaps since I've already paid full price for this keyboard. But there isn't any official support in the market.

I had more than ten rounds of customer support and I've been pushed back and forth, spent hours on this issue.

Here is my situation: I purchased it from Microcenter (still have the proof of purchase), but at the time it broke, micro center refuses to replace the keyboard because it was more than a year. It's still within two years of warranty.

The first challenge is that everyone asks for a service tag, but a keyboard DOES NOT have a service tag... Then they sort of claim that they can't be responsible for it because they don't have a service tag. But excuse me? this is your DELL PRODUCT AND DOESN'T HAVE THIS TAG IS DELL's fault.

I finally got in touch with a guy through email < Private Service request number removed.TOS73>, they just claimed that they can't help me with the reply: "We just verified the details and as it was purchased from third party and is a non-tied product , so I kindly request you to reach out the customer care team and once check with microcenter  to get a new keyboard ." from Sambit || Dell Technical Support

and also this reply:

"Thank you for writing back to us , now as we are looking for the service tag and its not mentioned on the keyboard , so please try to reach customer care so that they can help you regarding the issue in service tag that is required .".

Alienware is an expensive keyboard with this poor service. I have tried everything and the service is just useless.