Continuous issues with support since 8-24-15

Has anyone else had major issues with support?  I purchased my Alienware 17 on July 11th, and was very happy with it until I noticed it would freeze for a few seconds and the fans would kick on really loud.  I called support and they scheduled to replace the motherboard and SSD.  The onsite support did not show up the first scheduled appointment.  When I called they said they had showed up on Thursday, but I had it down they were to come Friday.  I figured it was somehow miss-scheduled, so I rescheduled the following week on Friday.  This time the onsite tech definitely did not come.  When I called them Monday they said the tech was sick and they apologized I was not notified.  I rescheduled again, and this time I did have to cancel the appointment the day of due to an emergency.  I rescheduled again and last Monday the tech showed up as I left for work and my wife stayed for the repair.  Upon arriving home I realized the tech had replaced the SATA drive with a drive with an image which conflicted with the SSD drive and created an issue with my boot partitions.  Since then my system has been pretty much unusable.  Today I received a replacement, but it has the primary image installed on the SATA drive and the SSD is blank.  I was transferred to the software department who said I would have to pay a fee to rectify this, then back to the hardware department who is trying to assist me in resolving this, but its at least four hours a day on the phone trying to rectify an issue that now seems was created by support assist:     http://forum.notebookreview.com/threads/why-launches-dell-bloatware-in-alien-such-as-dell-support-assist-agent-version-and-dell-data-vault.771147/page-5 .  Is there any escalation process to get my system fixed correctly and get me back to work and not on the phone with support?  Its been almost two months.