17 R4, another support problem

I have been a Dell customer for years and am Alienware customer for years as well. Recently upon having to send my 2 years/10 months old 17 R4 in, I had a really awful experience with customer service associated with repair. They put my concern off and I got no consideration all the way up the chain to management. I am a keeper of original packaging. I was sent a box that my laptop could not fit securely. I informed them, they sent another exactly like the first. I finally decided to protect my investment to ship it in original packaging all the way down to the brown paper wrapping around the box. I requested by voice, email and in writing that my property be returned in my box. That didn’t happen. I complained and they basically told me tough, get over it. They also changed my pc by installing a new screen which was an upgrade. What they did not do was inform me they would change it to something different. I don’t care if it was an upgrade or not, inform me it’s my property which I pay a premium price for extended warranty. After I got nowhere with all of that I had again problems with the eye tracking feature which is why I sent it in the first place. This was not working when it was returned supposedly repaired. I’ve had trouble ever since and they basically stopped answering my requests. It’s still not right, they won’t refund the balance of my warranty and I’m no longer a Dell/Alienware customer this ends a 20 relationship. Shame on you people for being an awful example of service/customer service people you really disappoint.