Alienware Nightmare Purchase

I purchased a $2,500 gaming laptop (Alienware) and I received it missing the software I ordered (Case # <Your private information was removed from public view. DELL-Admin>). The first Tech Support agent (Aiswarya S) remotely accessed my computer and managed to erase the "Digital Authentication" on my laptop for said software, had to elevate to team 2, then team 3., and eventually the software team. I was not allowed to speak with her supervisor or the other tiers, but had to rely on her as the only point of contact, and after a few days she ghosted me.

The second Tech Support agent (Vinitha V) remotely accessed my computer and managed to corrupt my system files where copilot app would crash every time you tried to open it. Like the first agent, it elevated to team 2, 3, then the elusive software team, and again I was not allowed to speak to anyone except him. After a few days he emailed me to say that the issue was "beyond their technical expertise".

I called customer support, and she told me to take it up with Microsoft, then hung up on me. I went to return the product, and the automated response said it will email me the return shipping label that never came. I then contacted my bank to reverse the charges, which resulted in a Dell charge back agent (Kairoby G) contacting me and asking why I want to return my purchase. I explained it was missing software and poor customer & tech support. He then responded that he cannot authorize a return without "authorization from Tech Support Service".  Now I have been ghosted yet again.

Every step was met with astounding incompetence and ever since Dell purchased Alienware it has just gone downhill. Expect to pay premium prices and get bargain basement support.