So we eventually decided to send her laptop in for repair (all of about two days after my post here about the initial problem.
We sent it in original packaging, even included the keyboard/display cover.
It was sent in with the understanding that it was going to be sent back after they fixed the door.
Well instead of fixing the door and shipping it back to us they decided that just doing a door repair wasn't enough. So they decided to format (or replace) the hard drive, (I've got no idea how the bad plastic cover relates to the hard drive) and in doing so we got a brand new software load. But wait, that's not all....
In the first attempt to download Windows Updates it BSOD'd :O WTF? Ok so it rebooted, I checked the error log, it gave me some fairly random error that it wasn't happy, so we tried a second time, AND AGAIN it BSOD'd
as if that weren't enough the fact that we had more or less finished the software load for the machine and they felt it was pertinant to format it out for no reason really fumed me.
I mean come on...
So for their efforts they enclosed in the box a Bill for $190!!!
HOLY CRAP...!!! WTF !! The statement by the technician was that if there were going to be any charges for repair then we'd approve the expense and have the machine sent back to us. Add to all this the fact that we were without the machine for over 2.5 weeks as they managed to FUBAR the machine we're definately going to give someone there a loud earful.
I've done tech support for a number of years now, and not once have I formatted a system because of a plastic part needed to be replaced. I've seen Dell tech's in the field replace mobo's in a laptop and there not be a need to format the machine out.
So much for exemplary Alienware Customer/Technical Service.
Of course now I dread if I ever have to send my machine in...I don't want to suffer through this.