Remote Diagnosis is determination by online/phone technician of cause of issue; may involve customer access to inside of system and multiple or extended sessions. If the issue is covered by the Limited Hardware Warranty and not resolved remotely, a technician and/or part will be dispatched, usually in 1 or 2 business days following completion of Remote Diagnosis.
This is similar to the terms and conditions of a plan that Dell -- and many of the other "at home" service providers -- has offered on its computers for years.
So if you think that its acquisition by Dell has "institutionalized" Alienware, you might be correct to a small degree. However, when you talk to anyone there, you'll find the same thing I did: the same level of enthusiasm and spirit that existed before the two companies bonded.