m15 R7, keyboard, support complaint

I purchased an Alienware m15 R7 laptop in April 2022. 3 weeks prior to expiring warranty a problem with the keyboard occurred as it completely froze without functioning keys.

I contacted Alienware support on the problem and they assisted me with a series of troubleshooting steps confirming that I need a keyboard replacement.

Accordingly, the first replacement of the keyboard was done on April 2023. After 3 days of full functionality, the new keyboard had the same problem.

Again, I contacted Alienware support and after sending a proof video of the problem, they decided to go with another keyboard replacement.

At this point, I asked whether the expired warranty would be an issue and they mentioned that since I reported the problem prior to the expiring date I can receive support for this issue continuously.

The next replacement was carried out 3 days ago and this time it was not functional immediately after the replacement was carried out the service person mentioned that he will report the 2nd replacement was not working as well.

Now the laptop doesn’t respond to the power button either. As an alternative, I have to open the lid to switch on the laptop as the power button is not functional.

As of now after 2 replacements the keyboard doesn’t work and the power button is not functional (video links attached)

Keyboard issue

https://youtube.com/shorts/bKTzOOx7uxE?feature=share

Power Button issue

https://youtube.com/shorts/lE8Cpj9GQOk?feature=share

I contacted Alienware support again to mention the problem I am having and they told me that they have reported to the internal team and waiting for feedback.

Since I have an expired warranty, I don’t receive a 24/7 service response and I can’t decide to renew the warranty as the device is not fully functional at this point and I am worried about investing in a device that has an increasing number of operational faults.

UPDATE: After two days they responded to me asking about the laptop's issues again. Numerous times they have said they are looking into the matter personally and as soon as the weekends end, they reply as if they do not have any idea on the matter.

The whole thread is available for them to refer and yet they ask the customer to say the problems over and over again.

I have clearly mentioned the problem again attaching the video links again and now they refuse to reply.