m17 R3, onsite technician failures

06/20/2020: Alienware 2020 M17 R3 Laptop received. 06/22/2020: Keyboard problem found, when I press the "O", "N", and "G" keys together, it types the "\" key automatically. I was curious and not sure if this is the hardware problem, so I tried to fix this issue by myself first. Besides, I use my wifi-keyboard, which has no same problem, most of the time, so it didn't affect the normal use too much. 07/26/2020: Finally, I figured out this is the product design and quality problem. So I called technical service, David H. (who is the only one who tried to help me during the who process) from technical department helped me through the phone and remote control. He was trying to identify the problem and solve it. We spent 1 hour and 40 min to make sure this is not a software problem, and he reserved a on-site technician for me. 07/28/2020: A 74-years old gentleman called James C. C. came around 3:00 pm for the on-site service. He spent more than 3 hours (David told me this work usually takes about 1 hour) to "repair" my computer. At the end, he told me, the backlight of keyboard cable is not long enough, and during the "repair", he broke a cable on the motherboard, however he was not sure what's that cable for. He claimed he was not capable of the job, such as seeing and handling the tiny screws due to age issue. When I turned my laptop back on, the old keyboard was not fixed at all, the worse thing was two more problems created (backlight of keyboard, and Alien head light on the cover). When I lifted the laptop, a screw almost fell off, then I found almost no external screws were put back firmly. A new scratch on the cover surface found. 07/29/2020: I found a screw belongs to the internal components of the computer near my chair. So I was not sure how many more problems were hidden inside the case. Multiple phone calls to the technical support department, no results but just want me to wait for the second on-site service. 07/31/2020: This time a new on-site technician was dispatched, Michael G. He didn't call me or schedule a time either on the designated day or today (08/01/2020). I called technical support for the fifth time, I was then told to wait on Monday. 08/01/2020: Additional lighting systems (power alien head, vent light) stopped working. 08/02/2020: New keyboard problem found: when "F", "G", "H", and "J" keys pressed together, equals to press "F1" key. This problem confirmed by another 2020 alienware m17 R2 owner. 08/03/2020: New keyboard and motherboard were replaced. Lighting system is back in function. Keyboard problems remain. Worse thing is that Speaker and microphone are not working. Contacted customer care, who just let me waiting for calls within 24-48 hours. 08/04/2020: Refund or return refused. Problem not fixed. A third time on-site service scheduled.