3 months waiting! Where is my replacement computer?

I have been waiting for my replacement m17x, which I was told approximately three weeks ago by the in-home technician and later by a Mr. Castro with Alienware Support (I couldn't attach the picture/form I refer to in the bulk of my writing)

Ref:

* Service Tag:
* Express Service Code:
* Dispatch / Reference Number:

My Alienware m17x, has been with your Technical Support, going on to three months now! I have Premium Warranty Support for 21 more months. Your in home Technical person was the last thing to be done on the unit. When your Tech Support man came to my home, he could not repair the unit. And left me with the attached photo of a form he left me with. It clearly states that:

1) changed the motherboard, but the BIOS could not be set
2) that the image on the screen was bad
3) he informed Alienware Support that, despite doing these changes, the unit was still not working (i.e. See the Reference information at the beginning of this email).

After being told by your onsite technician that he was unable to fix the unit, he told me that Alienware was going to send me a replacement in approximately one week. Later I spoke with your technical support facility (i.e. I believe the name of the person was Mr. Castro), I was told that the unit must be replaced with a new one. I have been waiting for nearly four weeks. I have written numerous emails to the Alienware Support address I was provided with, and I have not gotten even an approximate date of delivery (i.e. No timetable for a single thing!) I also had a chat with a Technical Support person. I attached a transcript of the chat below. The bottom line, is that I did not get any timetable from this person either! Surely you have a similar unit in Stock. I paid $360 for a two year extended Warranty and I have not had a working m17x for over two months! You are in the business of selling computers, there's no excuse you can provide me, for having the repair and replacement go on for two months or more.

I had a chat with one of your technical support people, and he would not provide even an approximate date. I asked him if I was going to get the replacement unit at the end of the three weeks (which are up as of this writing), I asked him if I would get the replacement before six months, and he then referred me back to the email (the one stating that I would get it no longer than three weeks from the time the email was written). Six months, half a year! And he refused to give me a reply based on this even! I have been given the most blatant "run around" ever!

I have been extremely nice and accommodating with all of the people working for Alienware. I have not been: demanding, forceful, obnoxious, etc., while dealing with anyone working with Alienware or Dell. However, the treatment I have received has been deplorable! Enough is enough. I want the unit asap or given a concrete date for its arrival!

On Saturday, December 19, 2015, Alienware Technical Support wrote:

Thank you for contacting us.
This is an acknowledgement that we have received your email. You can expect a response back within 1 business day from the time of receipt. The department you have reached works from 7:00am to 4:00pm CST (Sundays and Mondays off).

Kind regards,
Alienware Technical Support
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On Dec 20, 2015, at 11:40, Alienware Technical Support wrote:

Thank you for contacting us.
This is an acknowledgement that we have received your email. You can expect a response back within 1 business day from the time of receipt.The department you have reached works from 7:00am to 4:00pm CST (Sundays and Mondays off).

Kind regards,
Alienware Technical Support
Follow us in Social Media and Communities to stay on top of the latest solutions from our experts!

View:
http://dell.to/zr326c
http://on.fb.me/zuvBPS
http://bit.ly/zE9BuP
http://bit.ly/xruful