Does Alienware replace with a brand new laptop? Please help me here.

I received my new Alienware 17r4 on March 31th, and I just noticed that there is a bonding gap on the bottom of my screen between the Alienware logo LED light and the screen.
I called the service today and asked them about the gap between the screen and the frame. The agent told me that they would have to replace my laptop (which surprised me because this was really a minor issue, and I wasn't even gonna deal with it until it was apparently getting worse), because they do not have parts for repairing this problem right now and have no idea when they would get them.
This really worries me now because I have seen so many bad customer service experience on the Internet. People are talking about how they are not able to get onsite service, and they have to wait so long for replacement or repairing, then they receive defective products. I am wondering if there is some sort of "conspiracy" going on. It is obviously not worth for them to replace my laptop. The agent even told me that I would be able to return my old one after I receive the replacement. So please help me figure out what is going on here; I am so paranoid with dealing with Dell customer service now.

 

I heard that Alienware always replace refurbished laptops, is that true?

 

As far as I know, it depends on supply. The issue you are reporting - they typically replace with a new system. It is up to a 3 week process, so I would get started.

For me, it took about 2.5 weeks. They replaced my entire system with a new system that even had some upgrades.

I will not lie, it can be frustrating but don't rage at them. That will slow the process down. They will make it right, but it may take time.

 

BIG SUGGESTION from someone who's dealt with Alienware's CS a ton over the past 6 years; ALWAYS ask for an on site technician. They will usually say to send it in but you MUST DEMAND an on site tech to be sent. Trust me, this is like the only way not to send it into them. Don't be afraid to ask over and over, and demand for it.

I had this issue on my AW 13 R2 and the tech came, replaced the plastic bezel and it happened again. Told me it's because of all the heat under the glue. Nothing you can do about it.

I'm actually expecting it on my 17 when I receive it. Won't even bother calling for a tech to come as it just doesn't fix the issue with the glue.

 

Why in their right minds would they replace the entire laptop for a 25 dollar part?