I think what they are saying is that you could have bought a similiar machine for much cheaper from other sources (i.e. asus). But that has nothing to do with your question.
In answer to your post, I'd say nothing is wrong with the laptop per se, but I constantly hear folks with ATI cards complain about issues with games; far more than I hear complain about the nvidia cards. Now, ATI has great hardware; but the drivers are suspect, and without good drivers, the hardware is useless. I think this is your issue. If you can return the laptop, I'd do so if I were you and buy and Asus g73jw. They built the new one with a gtx 460M. You can buy two of them for what you spent on the Alienware and I suspect have the same quality. My sons have the older g73 and it's been wonderful. The ventillation is probably the best I've seen for a laptop. It will push some serious heat out the back...and that means it's not in your laptop. Now, this is a gaming laptop; battery life will svck unless you are very careful with power management; and even then it will just svck less.

That is my opinion of course. Others may disagree. But good luck getting it to play. I really love the game.
Thanks. I never understood the negativity and hate on the interwebs, myself. Not really much of a forum fan because of this. I was hoping to get positive responses to my dilemma but it seems that everyone agrees that Alienware is overpriced garbage. I've gotta hand it to them, though. They sure know how to advertise. "Plays best on Alienware" probably reeled me in. The funny thing is that a custom built Asus laptop with similar hardware specifications runs for the same price, if not, more than what I had paid for mine. The portability was an absolute necessity for me which is why I decided to invest in this laptop to begin with. Surprisingly, heat has never really been an issue for me (I keep a NZXT Cryo LX running beneath it at all times) and my processor and GFX chipsets don't seem to pass the high 70's. Oh well, I guess I'll have to contact them and see what my options are.