Extremely poor customer service and lack of updates to my Alienware repair

Hi Team,

Case Number :

<To protect you, your private information was removed from public view. All private data was saved to your private Case. DELL-Admin>

My Alienware laptop ( just 1 year old) was shipped two weeks ago after the on-site engineer had already indicated a likely hardware replacement (I currently have a base warranty in place;valid until Dec 2026). Despite that early indication, it has taken two full weeks for this to be formally assessed and communicated.

What’s more concerning is that even after reaching this stage, I’ve been advised it will take a further 1–2 business days just to share the cost for approval. The poor service and the little to no response to my email queries for this thread and I’ve still not been contacted today despite already following up.

At this pace, the overall turnaround is nearing a full month for what appears to have been identified early on. I would appreciate a prompt response and a firm timeline for completion.