How do you actually get HELP from Alienware when you call customer service?

Earlier this year I purchased an Alieware Area 51 computer, and I'm really enjoying it (so far). I was thinking I'd like to put in an SSD and really get more performance out of it, but there's an annoying lock on the case. I check all my materials and I don't have a key for it.  Better yet, there's no keyhole for a key.  This is issue one.

Issue two is that the video card (nvidia gtx 590) supports the use of connecting monitors/TVs with an adapter. Previous nVidia models supported mini-hdmi to regular sized hdmi, but the 590 only has a mini display port.

I figured these are two very basic questions which I could get addressed very easily. Apparently I was quite wrong about that. The first rep I spoke to didn't believe me that there was a lock on the case. I went as far as taking a picture and emailing it to him while I was on the phone with him. He said he received the picture and was just about to tell me something when the line 'went mysteriously dead'. Now, I'm not saying he hung up on me, but it's really suspect that when I was going to get information that the line was dropped. He did mention I shouldn't install a second hard drive, as it's not a Dell/Alienware one and that will violate my warranty. Fine, I wont do it then. But how am I supposed to clean inside case?  I like my computers to run cleanly.

I called back and reached another rep. He looked up my account and said there was no notes from the previous rep. I explained the situation that I wanted the lock removed. This guy told me the lock is there for my protection due to the power supply. Only a trained technician should work with the power supply. Ok....not really sure WHO would want to open it but, whatever. I told him I wasn't trying to be rude, BUT, this case, there's a latch on the power supply that I can push and if I wanted to, I could remove the power supply without opening the case. (i'd have to rip some wires, but if I'm bent on opening the power supply, why would that stop me?) He sort of fumbled and then very firmly said I shouldn't open the case. Everything inside was covered by warranty and if there was a problem to call back and I could have all my parts replaced.

I was getting kind of frustrated at this point and I asked if Alienware would replace my parts from damaged caused by dust build up. He assured me they would (I wish I had that on tape!), 

So I inquired about the next problem:  this adapter. It's a handy-dandy mini HDMI to regular HDMI adapter.  As I mentioned the 590 card uses a mini display port out, so this adapter does me no good. First he tried to tell me I'd have to cancel my order. I was confused and let him know I already HAD my order. He thought I ordered the cable seperately, and I assured him it came in the box with my computer system.  Then he tried to tell me that it was a free gift and I can't exchange a perfectly good free gift for something else. I explained that it's not "free", all video cards I've ever purchased (seperate or included with a system) come with those cables and adapters, they aren't really free per say. Regardless, it's not the right adapter, and I wanted to exchange it for the right adapater. He told me they couldn't exchange the adapter because there's nothing wrong with it and they build these systems to include everything you need. I almost lost it at this point, and I explained to him very calmly that while that sounds good, the fact of the matter is that this isn't the right adapter at all and I'd really just like to exchange it for the proper adapter. I have a nice new TV that I'd love to hookup to my system for gaming.

I asked for a supervisor, but I was told he would just tell me the exact same thing: We. Will. Not. Exchange. That. Part. He actually emphasized the sentance in that way. He said it was an nivida product and I'd have to contact nvidia if I wanted parts replaced. Wait, what? I clarified, so my only recourse is contact nvidia  to get these parts replaced. He said yes, unless I wanted a second opinon by talking to someone else, but they wont' replace that part as I'm asking because there's nothing wrong with it.

I didn't want to start yelling at him, because I don't enjoy getting mad at people, so I thanked him for his time and said it was unfortunate that no one can actually provide help that makes sense considering the cost of these systems, I expected actual Customer Care when I called Customer Care. 

Just for laughs, I contacted nvidia's only chat support. A friendly agent told me that they couldn't help, I'd have to contact the computer manufacturer after I had explained the situation. 

Is there anyone at Alieware that anyone knows can actually help me with my questions? I know they're small things, but seriously. Can't a user clean his computer case? Can't a user hook up a gaming system that he unfortunately paid thousands of dollars for to a nice TV for a great gaming experience?? 

I'm completely frustrated and flabbergasted at this point. :(