I've noticed that if you enter your ALIENWARE support code on the bottom of the laptop you are transferred to the Alienware side of support. which imho is like a vip treatment I've had many dells and hate the support but I've also owned quite a few alienware and LOVE the support granted I get in touch with an alienware support rep, not a standard dell one. I bought a used m15x for $100 and when I got it the mobo was fried (understandably for the price) and even though the computer was not under my name and WAY out of warranty period they came to my house and replaced the mobo free of charge. this is just one of about a dozen stories I have due to working at tech company. just my opinion though maybe I just have great luck LOL