I purchased a m7700 around 3 years ago when they were Alienware's top model. I loved it for a year until it crapped out on me. I was upset that my machine had to be sent back to Alienware, they had my machine for about two weeks and sent it back. They found that the CPU, heatsink, and the motherboard all fused together because the CPU died out. The repair bill would have been 1,800$ if I did not have a warranty, thankfully I had the 3 year.
They sent back my computer with all new panels, a bran new hard drive, bran new cd-rom, motherboard, GPU, CPU and heatsink. I even got a call from Marco, head of Critical Issues team personally to tell me what they did "extra" for me. I was appreciative of that, very much so.
Well, needless to say...5 hours after I received the machine it died again, bricked out. Not cool. I called back TS and was very pissy with them, I know, I know... They had me send the computer back in for repair.
Two or so days later I got a call from Alex, the COO of Alienware on my cell phone. I was shocked. Alex told me that he personally wanted to make sure I was taken care of. He told me I could have back full credit on my machine in order to purchase a new one from the company. He went on to tell me, because of the recent Dell acquisition, that the hardware in my m7700 was a lesser grade then what was now offered in the new machines. He said I could spend a few extra bucks on the new configuration if I wanted to, he personally recommended the m9700.
I thanked Alex and even wrote emails to all of the Critical Issues team with thanks for helping me in my matter. Alienware really went above and beyond in my case. I appreciate what the company did for me and they made me a customer for life.
Since I received my new m9700 I have not had to call Technical Support once. I love this machine.
EDIT: I guess I'm going to be third