My Alienware. Please Help.

Hello,

I am getting very tired of Dell and your customer support executive agent doesn't seem to care.  I purchased an Alienware m15x only a few years ago because I loved the line, thought it was built like a tank, and I expected better services from the repair department of such a large company.  The first issue I had with my Alienware laptop was that the keys were falling out and a Dell on-site repairman came to fix, but it had caused a significant amount of slowing and blue-screening.  The blue-screening started to occur only when I opened a few tabs and now it is almost every 5 minutes.  I than called the tech support again and explained the situation, which ended up in HOURS of troubleshooting.  The first tech I troubleshooted with yelled at me because he assumed that I disconnected from Alienwarecontact.  The second tech put me through the hours of troubleshooting despite the blue-screening and ridiculously slow rate of the computer.  Finally, the tech decided that it was broken and said to ship it to their repair facility where they would do a full diagnosis and repair.  Once it finally came back around and I opened the box I immediately noticed that it had sandy substance with oily finger prints all over the laptop.  I ignored it at first, cleaned it (only took few minutes), and turned on my laptop only to see the blue-screen within 5 minutes!  There was a standard repair letter stating that "the system was diagnosed and extensively tested by certified technicians to ensure the problem you experienced was corrected" and a check in the "others" box with no explanation as what was fixed with my computer.  At this point, you can imagine how frustrated I was after going through hours of troubleshooting and being on hold and hearing scripted lines...It has been the greatest disappointed I have ever experienced with any company of my entire life.  A few days ago I tried getting escalated help but I was transfered over and over and held on line for such a long time again.  Finally, I spoke with a salesman in Texas who escalated it to the agent.  He called me and I explained the situation, but the only choice he is giving me is to have it troubelshooted and repaired again!  I explained to him that I have already given them a chance to repair my Alienware and I should have this damaged one replaced, but his monotone voice wouldn't get passed the fact that it is over 21 days.  Despite telling him that I would call back in regards to my decision about the repair, he has been calling me almost every other day and even twice with another employee on the same day!  This is complete harassment to try to force me into doing something I am not comfortable with and has already proven incompetent.  (I have logged phone calls and emails.)  My entire family has ALWAYS used Dell and I have loved Alienware computers before it became a part of Dell.  I would like to have a replacement or my refund back because my laptop began malfunctioning after your repairs and when given the opportunity to diagnose/fix it nothing was done.  Please help me and if I could get contacted by a higher escalation department than the agent or a different executive. 

Thank you for reviewing this complaint.

Sincerely,

Jessica

<ADMIN NOTE: Email id removed per privacy policy>