M17x R4 Tech Support Nightmare

Ok, Let me see how far I can go before I get frustrated from Alienware Tech Support.

I purchased for my son, Serving in the US Army a Alienware M17x R4 as he requested back in 06/12/2012, Pretty expensive (almost 2k) for a system, but that is what he ask, and we got it for him... Thanks to the Folks at Fort Hood, TX for the delivery...

Last December while in leave, he brought the laptop back home and he told me to keep it as he is not have time to use it. I contact Alienware and did a ownership transfer and I notice that the laptop was out of warranty, so at the same time I did the ownership transfer I purchase a extended warranty for it.

Now the good stuff, after I using it for over few months, the system gave me 5 beeps and it did not post....What? I google the 5 beeps and from the Dell Alienware Knowledge base "www.dell.com/.../EN"  I got the support that I needed. The next day when I power up the beast, I got a haze on the LCD, I rebooted the system and it was no better, so I decide to leave for later as I did not want to deal with it at the time...  

A couple days later I contact the Alienware Tech Support, they had me doing several thinks to diagnose my issue and I isolated the problem. I told them that if I do Teamviewer to the M17x everything looks good... they had me to connect it to my TV via HDMI and I had no issue at all, only the LCD, so they told me that they are going to send me a box so I can ship it back to them so they can fix it right for me and it wont no longer than a week to get it back and also that it was cover under warranty...

Let the nightmare begin.... I get an e-mail from the out of warranty, that my system is on hold due to out of warranty damage? I contact them and they told me that because liquid damage they wont be able to fix it under my warranty, and that I will need to paid for the repair, the damage was on the motherboard, keyboard, Touchpad and LCD, basically the whole laptop parts needed to be replace.... I try to get a manager on the phone... I was transfer from one department to another till I got someone from Out of warranty for Alienware, This person instead of helping me out, instead he told that my option are:

1. Get it fix by them.

2. They can send it back to me the way it is.

3. have it fix by someone else

and that is all I could do about it, Those are your choices, and it does not matter to him which one I choose...

I decide to paid for the repair ($269.00) and I also request the broken parts to be return back to me and they told me that according to the term of the warranty, they only fix the laptop... What warranty? they are not fixing the laptop under the warranty. But I know this is going no where, I just want my laptop back.

Another few days when by and I get a call from the Technician telling me that the parts are in back order and he did not know how long it will be, but it can take about 5 days... Great, I getting no luck with them at all.... 

Yesterday, I get a another call to inform me that they are going to replace the system with another one and not to worry cause they are going to make sure is the someone or better one than my M17x R4, but he need it to wait for the to hear from another department that suggest with what are they going to exchange it with.

Today I get a call from the same Tech, telling me that he just find out from that Department that they are going to to replace my M17x R4 with a M17x R1...? What, are you are out of your mind? you want me to trade you my 2012 for a 2009? Nope that is not acceptable at all. He told me that they are the same system, So why there is an R2, R3 and a R4?

This is not acceptable by any shape or form.... Last time they did this, They exchange my XPS 710 SLi for a XPS Studio 8000 non SLi after they told me that they where sending me am Alienware Desktop.

Enough is Enough...