Dont know where else to go!!

Here's a copy of an email I sent to several members of Alienware staff who's information I had collected during numerous phone calls. I never received a response nor did I manage to resolve my problem.

Hello, my name is Mike Jacobson, and my father Rick Jacobson purchased my alienware m15x from you in 2008, and since then have had numerous problems that have all been reported to your staff. While initially my problems were hardware related, my motherboard was replaced and since then the computer runs perfectly. Unfortunately my problems did not end there. Upon the computers return i noticed that a crack was forming near the usb ports on the left side as well as the bottom of the lid connecting to the front panel. I called technical support explained the problem and was asked to send in photos. The front panel surrounding the lcd also felt very loose as i could run a fingernail between the two panels around the top and the sides. I was forced to send in the computer again to have this repaired. After about a month and a half of waiting for it to be returned the computer finally arrived. I was told that it came so late because problems between the american and canadian branches of alienware whatever that means. I opened the box with anticipation as I had barely been able to use the computer since i had first purchased it and it had been almost 6 months. The front panel surrounding the lcd was still loose and to my surprise, using some computer technique that i was not aware existed, a piece of scotch tape was placed on the top over web cam towards the top of the computer. I quickly removed the tape only to find that it was keeping the two panels together and they became very loose again. I phoned alienware and informed them of this problem and i was told that i would need to send the computer in again as the repair needed to be done by a technician in miami. This was right before new years and knowing that my computer would only get caught up somewhere due to the busy schedule and holidays I decided I would send it in after the break. We agreed upon a date and I negotiated an extension of my warranty by 3 months due to the abnormal amount of time the computer spent in transit. Well the computer came back, and this time I thought everything was better as they informed me that they had used a new harder plastic that wouldn't crack and break this time. Well it only took several months for the cracks to return, this time much worse as they have gradually developed to the point where i feel the structural integrity of the case is compromised.I have attached a photo of the computer that I took soon after it began to fall apart; you can see the duct tape that I am using to hold it together in the photo as well. I phoned alienware shortly after the damage appeared to negotiate another lengthy repair but was told that my warranty had been up for some time. This was of course impossible because of the 3 month extension that I was given but when I mentioned this I was told that no such extension was authorized or even placed in a note. This made me furious of course because I had absolutely had it, and the computer has been sitting without me able to use it until I had time to do all the research that was necessary to deal with this problem with different means. This is not meant to be an attack on any individual of alienwares staff, but a total loss of faith in the business itself. In case necessary however, I made sure to take my own notes in the form of names and contact information in case I ever had any problems such as these. I find it very interesting that early in the next year, the alienware m15x design was changed to include an aluminum case to replace the cheap plastic that was clearly having problems due to design flaws and to be honest its a bit insulting. What I would like to request is to either have my computer repaired again, with some form of warranty to make me feel comfortable in the fact that it wont fall apart upon arrival, or a credit on the value of this computer as well as the upgrades I purchased at later dates from alienware (graphics card, memory) to spend on a new alienware computer. The total value of the computer is above $2500, not extremely expensive in terms of alienware computers but more than a lot of money coming from someone who doesn't have a great deal. This is meant to be my last reach out to try to solve this problem internally before I am forced to put pressure on you by external means. I plan to file a complaint with the Better Business Bureau in southeast Florida, among other avenues, if we are unable to reach some form of resolution. I do very much enjoy this computer and I am very disappointed that I even had to go this far as I had been initially led to believe that Alienware was a great company. Thank you for your time and I hope we can come to some form of resolution that we both find satisfactory.

As I said earlier I never received any response. I don't feel that I'm being unreasonable considering how I've been treated by a company that supposedly values it customers. I feel that pursuing this through alienware will not achieve anything as it has already been over a year. I hope that dell can assist me in finally solving this problem as they may value their customers more. Who ever decides to read this, I appreciate your concern. Taking the time to read this is already more than alienware could offer me.