Good luck with your situation. I'm in a similar mix, but earlier in the process. I received a lemon 7700 in late Feb and have since sent it back for repairs. My 30-day window will expire on the 23rd of March, and I'm not sure I'll have it back by then. Realizing there could be a timing issue, I called AW to make sure the clock would not start ticking until after I received the repaired unit. He (and I won't reveal his name here) assured me that that would be the case, and agreed, upon my request, to send me an email with written acknowledgement for my records. Anyway, I never received the email and have since been told by yet another AW rep that they "never" extend the 30-day window. This rep also advised me to call AW one week before the 23rd to raise the issue again, because at that point they would be willing to "negotiate" something. Pure stall tactic.
Anyway, we'll see what happens, but the way things have gone, it would not surprise me if I end up faced with deciding whether or not to keep it before I even get it back from the depot. If that happens, I may feel forced to cancel the order, followed by who knows what. If they would let me walk away over refusing to extend their return deadline, I would take it as a stunning admission of unwillingness to stand behind their product.
As an investment banker, I know something about providing customer service, and this ain't it. I would encourage anybody from Alienware who may read this, and who may be empowered to make decisions, to contact me directly. To be clear, what I'd like, in order of descending preference would be: (i) take the lemon back and send me a new, working unit, post haste, or (ii) repair the lemon and extend the 30-day return window so I have a full opportunity to be convinced things are right (would also want them to throw in an extra year of warranty as a compensatory gesture), or (iii) if they refuse to extend my return window, let me cancel without a restocking fee.
This probably makes me sound angrier than I am.
