horror story need advice

I have another post on this topic so I'm going to leave out the details for the most part to avoid another giant text block. I am in the process of having my computer repaired by AW due to what they determined was a manufacturer defect. I took a day off work and the tech they sent only had 1 out of 4 of the parts they were supposed to bring the one part he did bring which was a new GPU was dead out of the box so they had to put my malfunctioning one back in. After another 2 hrs on the phone they decided I needed to send the computer in to be repaired. I just got the computer back and the palm rest which warped on its own due to heat from under the palm rest was not replaced and even worse they put a large scratch on my M15x which is right down to the metal so it shows up white. Even more sketchy still they removed the sticker that had my service tag on it and used some kind of cleaner on the computer which made my windows key nearly illegible.

I never got the return call they promised me and now I'm having a hard time reaching the right support line (i.e. not the one in India because their English is horrific and they are next to useless) the call center where they all have latin accents is the only one that does any good. My question is where do I go from here?! I feel like they owe me a replacement at this point. I took a day off work for the useless in home tech and and didn't have my computer for the length of time they had it. Now I have a big scratch a palm rest that is still broken and a host of other problems. I need advice.

 

If you call 1-800-Alienware and then their tech support you should be able to get in touch with the "latin" reps. At least from my experience with calling those where the people I usually talked to. I do agree the Indian reps are very hard to understand sometimes. At this point you have justification to request a replacement as for them giving it to you is another story.