Refurbished Alienware that wasn't refurbished

Received a refurbished Alienware laptop 2 mths ago and it was on when it arrived.  I charged it and tried to download programs-it took forever to add these programs.  The machine crashed 7 times in 2 months so I called tech support.  17 hours later, we found corrupt files and fixed them.  WE had to reload Windows (twice). The tech person signed off before the project was even verified--it still shows open.  I have found files on the laptop dated 3 months before I bought it.  I was told that product comes in and is sent out so that the customer can work with the techs in the field to repair the units; now I believe it.