Customer support refused to help

  I purchased an Alienware M14x laptop and have had a very interesting experience with it so far. My technical problem with it however is that the screen makes contact with the keyboard when I close the lid, so there are small scratches appearing on it. This is a known issue and is even documented on this very forum by several people. The support rep told me that they have never heard of this and couldn't help me. I asked for his supervisor and he then stated that she was too busy and couldn't come to the phone, and that FYI my warranty wouldn't cover that anyways since it was most likely accidental damage.

When I explained again he said that I could ship my laptop to them so they could verify what I was saying was true, but they might just send it back and charge me for the time anyways. This was a truly mind blowing experience and the only thing that was missing was outright laughter at my complaint. I bought an Alienware laptop thinking that it was better than the rest and that I would get great support. Is there any way I can get to speak with someone about this issue to get it resolved? Is anyone else having this same issue and got help?