Originally Posted by almmohd
I think truth is sometimes stranger than fiction and that the customer should sometimes be given the benefit of the doubt.
Perhaps, Alienware should start offering something like Dell in terms of the Complete care package. This would certainly go a long way in helping to bring a quick solution to an issure like this.
I know the OP will disagree with me, but I've been around AW for a long time now, and they usually do give the benefit of the doubt to the customer. It sounds like they were going to replace the screen and deal with his issue until they examined the damage, so they must have found something that leads them to believe the damage was caused by the user. Not sure what that would be, but for AW to take this stand they must have a reason.
They have claim agents, so were I the OP I'd call the AW Miami office and ask the receptionist for a claims agent and try to find out why AW is taking this stance.
The case that comes to mind for me is a guy recently that said his machine arrived without a processor. AW had him send it back so they could put one in, but when they received the system and put a new processor in it, apparently the computer had been used, games were loaded on the hd and played so it was obvious he had a processor at one point.
I'd be persistent and continue to pursue this as it sounds like the OP did everything he could by immediately calling AW and reporting the damage, or at least he says that's what he did.
Major damage like this can be avoided by asking the FedEx driver to wait a minute while you open the box and do a quick check for damage, especially if the box shows damage. In this case, if the screen was broken the customer could have just refused to sign for delivery, then called AW and explained the situation. Without a signature for delivery it would be pretty clear the computer was never in his possession so he couldn't have "misused" it.