Alienware Keyboard problem

I called in for a keyboard problem on September the 13th. I was told they would send out a replacement keyboard and I would hear from the tech.  The tech called into my job and left me a message around the 19th. He said he would be by the next day. The next day he never showed up. So I called alienware support. They said he said I refused the service. He never showed up to refuse service and why would I waste my time calling in if I was going to refuse service? So They said they would call him and see if they would get him back out. After being on hold for a hour they said he was going to come back the next day. Again never showed! I called back later that day and they said the service was refused. This time they told me they would recreate the order and I should see the guy in a couple days. I called Alienware on Monday the 25th and was told I was on for the next day. I said well I haven’t heard from the tech and he said well he will call you tomorrow. So today, again, no tech. Called Alienware and was told the service was refused and the parts sent back but they would recreate the service again.  I don’t know what is going on but I would appreciate not being lied to. This Tech has wasted my time waiting for him. I am tired of calling everyday and getting a different story. Please either fix the machine or send a new one. I am tired of dealing with a small problem that now has become big.