Mr. Roberts is one of AW vice-presidents. Realized I left that out.
Hey all,
I am posting a follow-up concerning my laptop with Alienware.
I received a call from Brian Roberts, who was immensely helpful and the reason I have been silent until now, and he informed me of the following:
That my laptop latch behind the F8 key was not broken but was not a spring-latch and firm pressure was needed to reseal the keyboard. It wasn't snapped off and the tech was able to seal it simply by applying pressure.
So, I have three thoughts.
First, and I do not mean this as harsh criticism especially in light of AW following through, but their current policy of asking people to perform hardware repairs still, in my humble opinion, puts the consumer in a catch-22.
Second, I wasn't willing to apply too much pressure (and hence thought it was broken, because I had pressed several times and couldn't get it to snap into place, nor could I see the latch) since AW wouldn't cover any damage I did if I tried to fix it (which relates to 1 above).
Finally, Mr. Roberts was immensely helpful. And I want to publicly thank him.
Finally, I only posted the original topic after hitting stonewalls with AW - I guess I still think that the customer should be able to send the laptop to depot without having to try any repairs themselves.
So, that is the follow-up. I am thankful for Mr. Roberts and his tracking the issue and help! ANd wanted to post the details since to do otherwise would not be fair to AW.
Peace,
Jason Hickman

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