Alienware Customer Service Complaint

I apologize for posting this twice. I posted it in another thread but then wanted to get as much advice for my next action as possible, so I made a new thread. I don't mean to spam.

I've had a bad experience. I'm a student and not having my computer has been really hard on me for a long time. I first sent my m15x in after the screen hinge broke, along with a host of other problems. My keyboard had a habit of alternately indicating the "c" and "b" keys were being pressed when nothing was near or on top of the computer. This wouldn't be so bad if it happened once in a while, but every few seconds the letter c and b appeared in the words of my university papers, making it impossible to use my computer for them. Next, the touch controls were incredibly faulty. The touchpad itself was never very responsive, especially immediately after start-up. I used a wireless mouse most of the time, out of necessity. The stealth mode button rarely worked, and the volume control had a mind of its own. The volume constantly went up and down without any prompting from me, which was annoying but tolerable as I needed this computer and did not want to send it in for any length of time. It wasn't until the screen hinge fell apart that I consented to giving up my computer. I called Alienware and was pleased when it was arranged that FedEx was coming by to pick my computer up the next day. This was February 19th. Two and a half weeks after it was received, I was still waiting for replacement parts to be shipped in to the repair facility.

It was a month before my computer was returned to me. When I got it back, I was delighted to see that the hinge was fixed and the computer looked as good as new. The problems didn't begin until I turned it on, when they became immediately apparent. My computer required ten minutes to boot up the first time, the regular boot time was two minutes. As soon as it had booted up, the volume controls were still firing up and down rapidly. The c and b keys were still demonically pressing themselves at the same rate. Six minutes into my investigation, the m15x shut down without warning.

Not to be deterred, I started the machine up again. This time I got eleven minutes out of it before the unexpected shutdown, and the start-up time was just as long. The keyboard and volume control problems remained. The shutdown and long boot-time were not problems I had experienced before I initially sent my computer in. I called Roswell and they told me that all the possibly faulty parts had been replaced when I sent it in. I guess no actual diagnostics work had been performed in the month that it spent at the repair facility, in spite of the checklist note I received with my computer which indicated that technicians had thoroughly evaluated my computer before sending it back.

So the computer went back. The representative I spoke to promised that email updates would be provided to me once my issues had been resolved. My understanding from the telephone conversation was that the problem would take about a week to correct. My computer arrived at the facility on April 1st.

A month later, my patience is wearing thin. I have had no email updates since April 1st. I finally phoned Alienware today, and the rep informed me that my portal does not indicate that any changes have been made to my computer's repair status since the 1st of April. He is unable to verify this information since the repair facility is closed on weekends. He promised to phone me back on Monday as soon as he finds out more.

I have been without a computer for over two months now. My finals have come and gone. This was not the kind of service I expected with a three thousand dollar computer. To make matters worse, my warranty ends in a few months.

I think I can empathize with anyone here who has had difficulties. I would appreciate anyone's thoughts with regard to my experiences.