Multiple Attempts to Exchange Product Which Arrived Damaged - Please help

Hello,

I've been attempting to exchange an Alienware AW920K Keyboard which I ordered on December 10, 2025 and received on December 13, 2025. The keyboard was part of a bundle with a Headset and the Headset works fine. The Keyboard works fine connectivity-wise, however one of the keycaps arrived cracked and won't attach to the keyswitch - it's the "N" key. I initiated the advanced exchange process on December 14, 2025 using the on-line function under "My Account / Orders" and there it sat unmoving, with no updates for days. The order never showed that any return or exchange was in process, even though I submitted pictures of the damage and also credit card information for the advanced exchange.

So, I contacted order support via Chat on, I believe, December 17th or 18th. It took over an hour of going back and forth providing the same information again. The outcome of this chat was that the chat representative picked a DIFFERENT order number for advanced exchange - my Alienware ACT1250 order and it sent an email for me to authorize a LARGE multi-thousand dollar charge for something I have no issue with. I immediately told them to reverse that, which still hasn't been done...then they told me to NOT pay the advanced exchange (I didn't) and "it would not be exchanged". After another 30 minutes of chat, they eventually have the correct order setup for exchange, but nothing has happened.

So, I called order support and started over with this and they looked saw the multiple cases open and said it was being worked on and to wait. I've submitted additional queries on the order support site and they are all closed silently with no updates. I eventually contacted Dell Premium Support that I have with the ACT1250 to see if anyone can help here. They promised to look into things and then eventually I received an update on 12/26 telling me that the item is on backorder and that my only recourse is to return the item via the My Orders page. I replied that I CANNOT do that as there is a pending exchange and it prevents any other actions on the order.

This is just ridiculous now. Sensing that Dell was unable and unwilling to solve an issue with damaged product sent to me, I looked on ebay and ordered - for $51.69 - a set of replacement keycaps for the AW920K. So, I've "solved" Dell's issue with a damaged product by spending extra money so I can have a functional product, since returning and/or exchanging it seem to be impossible. I'd like to ask if anything can be done here to make me whole? Credit back $51.69 to that order and I keep and use the item which is now working fine, would be my suggestion and then all the exchanges can stop and I'll be done.

Please help!