Hey, I've tried reaching out through support but constantly am getting tossed around from department to department and getting false information.

I preordered an alienware x17 R1. One year into the services I got notified that support services expired. Within HOURS my keyboard and sound stopped working. I called support payed the subscription. We went through all diagnostics but my computer didn't find any problem. They told me they would send a box and I would get it fixed for no charge because it was under warranty. I explained I lived in a remote location that made mail delivery impossible but he said it was the only way. I never got the box. I called again they again sent a box and again I never recieved it. I called to explain things again and was told that my warranty would be honored for these particular issues to be fixed even if the warranty expired that it would be grandfathered in. I finally moved to a place that allows me to recieve mail like a normal human being. To my surprise when opening my laptop on November 1st a hardware issue for my keyboard has FINALLY been detected, but my warrant ended in october.... 4 hours prior to this discovery. But I'm no longer under warranty. I was directed to email them to request contact. Everyone I was sent to constantly gave me different department numbers and transferring me to them and after a while I started testing them if I was being tossed around. I repeated intentionally wrong numbers back after they gave it to me and they said it was correct after going back and forth repeating numbers 3 times to confirm they understand the numbers that I intentionally got wrong slowly and they kept confirming it. When I told then what I did they started speaking over me and told me my only option is self repair and then stated that it was my fault that i didnt contact them after I recieved their email. After being I told him that isn't what I wanted he asked me to find the email. I read it out to him with all the number, it was dated February 26,2023. He said that I CALLED ON FEBRUARY 28TH, 2 days later, but said i needed to call after that email and because i didnt the grandfathered agreement will not be honored. Then I asked him to say the date again to he confirmed February 28 was the last I called, I pointed out that it was in fact after the email he told me i needed to speak with a different department and transfered me to customer care who then immediately cut me off to transfer me back and had no interest in listening to the issue. Two times my computer messed up within hours of warranty ending. And all I'm told is this is my fault for living in a place that doesn't allow me to have the equal opportunity to utilize this service, ignoring the fact that I was told it would be grandfathered in. Can I please just get this box and have my computer fixed like promised and have this grandfathered in like I was told.