Laptop replacement under warranty

ooh. Ok good to know.

 

They chased me twice on the phone for my return. Once before the replacement arrived and a second time the day of delivery of the replacement - just said I'd do it tomorrow and that was it

 

Yeah, much as I'd like to keep the old laptop, I don't think being able to keep the old one is going to happen

So now I get to go through the process of moving my SSD over, reinstalling windows again, (probably 8.1, haven't played with it yet but I've heard good things), and then decide whether it would be a good idea to move my 2x8gb DDR3 1333 sticks over into my new laptop, for a total of 24GB. If I still get atrocious scores in Fire Strike after that, I guess I'll be calling support - though this soon after receipt of the laptop, I might get a 770m instead It might not be a 780m, but at least it would be a step in the right direction!

 

Well, I've now had a bit more time to play with the replacement laptop. There are some great things, some bad things, and one show-stopper for me so far. (I won't be installing to my SSD until I know that I'll be keeping the system)

Great things: The screen is fantastic, as is the keyboard. Having a mSATA slot might eventually come in handy, too.
Bad things: loss of media keys, loss of eSATA, loss of optical audio out, loss of support for DDR3 memory , loss of virtualisation instructions on CPU, loss of VGA (very inconvenient on a campus with old displays and projectors)

Now, all of these things (except the cpu instructions) are part of the laptop, and aren't available to change, and I understand that.

But here's the show-stopper: I can't play Tomb Raider. (Or I think Deus Ex, too) After about 5 minutes in game, I get a nice flickering monstrosity instead of a game. While there is a possibility that it is a driver issue, I'm using all of the software/drivers that my laptop shipped with, with no mucking around in them - so I think they should be fine. Which leads me to the conclusion that it's a hardware issue. And here's the kicker - because I've complained about this GPU not being an acceptable replacement, it seems the tech I've been dealing with refuses to believe that I could have a hardware problem. Not to mention he seems somewhat incompetent - at one point he emailed me the specs for an 18" laptop as replacement, and today he was very insistent that my three-year warranty had already expired. (I purchased in 2011 - you do the math) Oh, and he was using said expired warranty to state that "after this fix, you will not receive any future warranty coverage". And of course stating that the GPU problem I reported to him Sunday (along with video), would possibly be addressed by next Monday. GAAH!

(He did later back down on the no future warranty coverage claim, saying he had the wrong customer's data pulled up - but seriously, if you're on the "Executive Customer Support Team" you should probably know enough not to do that)

Link to video

 

It's a known driver issue just move forward and it'll stop..driver version ?

 

You know, that would have been really good to know before asking for a new GPU. Damn. (Still, I'd expect him to know about said issue...)

I'm on 311.48, the version that originally shipped with the laptop. Is there a more recent/better version that would work?

 

nvdmn.inf 320.49WHQL the card is not listed open device manager and post the 765M IDs.

 

Unfortunately, I don't think it's worthwhile to install a driver like that yet - the tech I've been in contact with would probably use that as an excuse to block any future replacements of my GPU. ("It's an unauthorised driver, you even had to modify it to get it to run! So that damage was intentional, and no more support for you!" is how I anticipate that going)

 

It won't void the warranty just uninstall and re-install 311.48.

 

Oh I know it wouldn't void the warranty - what I'm worried about is the idiotic "Executive Customer Support Team" member I've been told I have to deal with exclusively. He seems to have a very impermissive view on everything, and the less ammunition I can give him, the better. (I think he suggested that running Furmark would be purposeful destruction, for instance - not to mention referencing the wrong customer's warranty while dealing with my case)

In other words, if I was dealing with anyone else, I'd be installing the 320.49 drivers tonight.

 

Just to add to j95's comments, 314.22 is the last WHQL that has fixed many problems for people and might be worth a try, as J said you can always put back the original dell one and not mention it at all. The video is perfect for showing dell exactly what is happening, shame

Seems like another card that cannot cope with the extra voltage the 3xx series drivers is causing all over the place. You could even try the last 29x.xx WHQL as this one does not mess with the voltage - worked for one guy, although gaming was not great, no artifacting. Would prove out the overvolt is killing it

Good luck.

 

Yeah but w/ Tomb Raider specific rendering issue not an OV one.

 

Since it seems to cause a multitude of issues I thought it might be related - something is breaking down the rendering engine?? I guess if it is only TR then just finding the right driver may well work . Thanks

 

I am in the process of getting my machine replaced. After gpu problems from day one(had my 580m replaced 4 times) I'm hoping they approve a new machine for me. The 580m was great while it was working. I just hope my next unit isn't a lemon. the 580m was a complete fail. here's hoping they give me a new machine ! And it better have an nvidia card!

 

Thanks for another driver suggestion - I think I'm going to try installing the 320.49 driver tonight, and in addition to that accept the GPU replacement when (if) it comes. I don't think that a driver update was conceivable to the tech I dealt with - his original reaction to that video was "Generally, all games are not compatible with all GPU’s." (via email - I just remembered that gem)

Yeah, I'm actually convinced that the GPU is perfectly fine at this point. (And probably has a ton of OC headroom, even - though I haven't tried yet, at stock it's running really cool) It's more that he's been so focused on telling me that my replacement system is "an upgrade in every way" that he doesn't even look at the problem.

Well, none of the new machines have AMD cards, so you should be set there. As for whether you'll get the 770m or 780m I couldn't say, though. (The 765m can get significantly beaten by the 580m, so I'd hope to not see them give you that) Good luck though, and I really hope you have a better experience than I did/am!

 

326.10 beta has just been released. In tests I have not seen a voltage boost at ALL! Looks like NV have fixed the non-existent overvolt.

Quick BMAC benchmark:

stock clock; no change (45fps)

700mhz overclock; +3fps (53 fps)

At least they didn't seem to cripple it to lower the stress

 

I'm really hoping for at least a 675m. Or 770m. I would also pay for an upgrade to a 680m or 780m. I want something as good as the 580m(when it works) or better.

 

Glad to hear you are in process for a replacement. I'm now just in a same situation as yours. My M18x has gone to Dell facility for warranty service 3 times in the last 7 months and the last 2 times happened just 10 days ago. It is all about the dead GPUs. How funny in the last time before my computer was dead. I was on the phone with a Tech to report about the system kept rebooting automatically. I suggested the Tech that was all about overheating issue, which made the computer restarted. So he tried to run Furmark to stress the GPUs as I told him the computer would restart after around 5 mins in 3D rendering. He was quite enoyed and just right 2 second after he told me that 5 minutes had passed, so he would quit testing Furmark. The laptop was blackout and I smelt something kinda burning lol. Eventually, the Tech confirmed the issuse and dispatched a shipping box so I could send it back. I also did emphasize that this was the 2nd time my computer blackout and needs to send back to repair within a week. So he said that he was going to suggest a replacement for my case but I think I will have to call them to request a R3 which is new chassis design to completely get rid of the overheating issue. Otherwise, I would ask for a refund.

To be honest, I'm kinda disappointed with Alienware. Dispite the outstanding specification, it is underperformed. I have a feeling like Dell is trying to keep their the M18x away from getting overheated by reducing its performance with their drivers. Especially SLI system. There was sometimes when I tried to run games with Nvidia driver. The performance was drastically increased but that came along with overheating problem. So I gotta back off by rolling back to Dell drivers to keep it a lil' chiller. So for me now, there's no such thing called REAL SLI Laptop anymore.

Anyway, can you keep me posted in your case? Just wanna see how Dell's gonna handle it.



Thanks

 

Yea no problem ill keep you posted. I had a dell tech 2 days ago remote into my computer run heaven Benchmark and watch my gpu throttle hard at it hit 77c. Also he watched my driver crash. He told me too bad it's a software issue. I asked to speak with his manager. They finally agreed to send me a new heat sink. It came yesterday. The issue remained. Card kept overheating very quickly. I called again yesterday this tech seemed alot more helpful. Right now I'm just waiting for my request to be approved. Apparently ill get an email tomorrow. After 4 onsite gpu replacements, 1 motherboard replacement, 1 LCD replacement and now a heat sink replacement, my request for a new machine better be approved. Ill let you know what happens.

 

I'm in the same boat as you, but with worse problems, and I also had documented terrible customer service, and after all of it, I filed a BBB complaint. So, the "resolution" is a 680m replacement and a new motherboard.

I accepted it, because the new Alienware models also have the dreaded throttling issue and so far, the 680m seems to not suffer from it unlike the previous and current model.

 

I'm hoping for a 680. Ill do whatever I need to to get one without paying for it.

 

Well, it's not a full system replacement, but based on the things I'm hearing in the "new 17" thread in this section, I'd rather stick with my r3 and the 680m. But, we'll see.

 

The tech told me the 680 isnt supported by the r3 and they can't give me that card because it wouldn't covered under warranty

 

I thought the new version comes with 780. Why would you get the 680?. Sorry for not following up, but what's your spec?

 

My current specs are m17x r3 i7 2630, 8GB ram, 750GB WD black drive x 2 in raid0, 1920x1080 60hz screen and gtx 580m

 

What would my replacement system have? A 6xx card or 7xx card ? When I ordered my r3 the 6xx cards weren't available. The 580m was the highest card available

 

There are few things should be considered out there
1. Since the current product line only offers 7 series, so I assume 6 series only exists on refurbished or open box system which are old revisions.
2. Depends on how you purchased your system, if it was purchased as a brand new, there's no way they could offer you a refurbished replacement. In that case, I would pursue a brand new replacement which only comes with 7 series.

For my case, I'd prefer a refund since I wanna go for a desktop now. But if they offer a replacement, it has to be at least an R3 with extreme CPU and SLI 780. The rest will be negotiable.

 

Heh. All my BBB complaint has gotten me is pain...

Unfortunately, the replacement systems are often refurbished -even for machines purchased new. They typically have better hardware though.

On a more happy note: the most recent beta drivers installed perfectly and Tomb Raider runs fine. And I got this from my support rep (who did not yet know it was a driver issue)- "I request you to reply to this email confirming that, after we replace the card and if in case you experience the same issue with a particular game then it will be considered that the card is working fine." In other words, if I did have another hardware error, there would be no further warranty service on the GPU. I'm really starting to hate this guy.

 

In the first 2 times when my laptop was dead, It was running Dell driver. In the last time, I was running Nvidia's. So I would rule out the driver issue. As for the beta drive, I hope they don't sacrifice the card performance to solve the issue

 

So ill be getting a refurb or open box unit ? Now again the question is will it have a 6xx card or 7xx card?

 

1) Possibly. 2) If you're approved for a system replacement, and it's a replacement of the new model, then it will be a 7xx. If it's a system replacement and they give you a former model (m17x r4) then it'll be the 6xx series.

If you don't get a system replacement, then who knows what will happen.

 

If I don't get one there's going to be a problem because I'm not dealing with the 580m any longer. Hopefully I get the replacement

 

I understand your frustration, but you might want to read the thread about the new AW 17s and how the 780 cards are also throttling as well. So far, the 680Ms are the only ones not really doing it.

 

But you'd rather watch a 780 throttling when idle and wait for the updated driver to fix it than going with a 680 and losing your fps, wouldn't you

 

The reason I'm so annoyed, I've had the 580 replaced 4 times. It still has issues. I can't play any game for more then 20 minutes before it throttles or BSOD's. I've had the motherboard replaced, the heat sink, I even sent it in to there repair depot once. I had to listen to a tech try and tell me my unit is fine it's a "software" issue as he watched my clock go from 620 to 73. I didn't spend all this money on a unit that can't do what it's supposed to. Play games. If the 680 is the better card then hopefully I get it.

You guys all understand what I'm saying. Ill let you know what happens. I'm waiting for an email hopefully tomorrow.

 

Not sure what you're implying here, but it's not a driver issue that's causing the problem with the 780Ms. Take a bit of time and read the thread, as others have reported that Dell has once again locked it down to the 77 degrees before the throttling starts, just like the 580Ms.

That's not a driver issue. That's a VBIOS issue, and the responsibility of Alienware/Dell. Not Nvidia. Others have opted to change their VBIOS to a custom one, and at the end of the day, there's not a complaint in the house when that's done.

 

Oh my apology. I was linking to my case and thought he has same issue.

Throttling has been Alienware issue since day 1. As I mentioned, that's how Dell keeps their system away from being overheated. But that also causes the MOST POWERFUL LAPTOPS underperformed. In other words, instead of improving THE BEST LAPTOP COOLING SOLUTION, they sacrifice their system's performance to keep it survive. Modded VBIOS doesn't help much... Unless you have a better cooling solution (chilling mats, etc..)

 

For the amount of money you pay, and the performance that's expected you would think they would have the perfect cooling. We shouldn't have to buy cooling
Pads. At stock clocks there should be no over heating at all. I'm hoping the newer alienwares run cooler but as mentioned, the 780 has throttling issues. When will they learn?

 

Modded VBIOS does help, but only to stop the throttling. I can't tell you what it does to the heating, but it ups that throttle limit.

However, I hear that using a modded VBIOS voids the warranty and like togotvac states, we shouldn't need to use a separate cooling pad (or a different VBIOS either) just to get the performance that Alienware touts.

While I understand why the limit is put in place, 77 degrees isn't much for a video card, especially the 780s as they run hot, to experience.

 

The solution is simple. Better heat sink and raise the limit for heat to 85 maybe 90 max. But of course the gpu should never get that hot.

 

I have tried both solutions to eliminate the throttle issue. But they didn't work out so well for me. Basically, either increasing throttle temp or throttle value could temporarily solve the issue. But in reality, temperature just keeps ramping up to the point that could damage the GPUs, even with cooling mat. I'm using the StrikeForce 9 but i still couldn't solve the over heating. But I'm still surprised how to 680 doesn't have throttle issue.

 

Officially, using modded VBIOS definitely voids the warranty. Because Dell is the only one who knows exactly how hot their temperature can withstand after all Enginering stress testing. So changing Throttle temperature setting does also mean their components will be at risk and dead anytime. But in reality, when a Video Card is dead, there's no way they going to find out what kind of VBIOS you were using, or at least they don't care. That happened for me at the first warranty break down.

Edit
I meant how hot their components can withstand.

 

Well they need to get some better heat sinks. This is crazy. I still haven't heard back from then about my replacement. It's been 48hours. Time to call

 

I've found that Alienware support is very bad at calling back at or within a defined time. If you don't hear from them when you are supposed to, you call them yourself.

Of course, that's normal for tech support everywhere. Not really Alienware's fault.

 

Yea I assume they're busy. So many failing gpu's right ? Well I just called. Apparently they didn't submit my request till yesterday and it's 24-48 hours so I must keep waiting. My request is still pending. They need to go over my repairs. I've had tons. This waiting is killing me I'd like to be gaming.

 

Okay, that's unacceptable. The request should be put in when you call, not days later - so that you can get on to arguing about what specs your replacement should have. (though it will probably take another week or more to manufacture and ship to you, unfortunately)

 

I got an email from them today saying that they have received my laptop. So I just called them to ask for a solution. First Tech was not helpful but asking & saying something I heard every time calling. I quickly escalated to the Supervisor and ask for either a replacement for refund. The Dupervisor first said that they can't do anything to replace or even a refund. Even if they can offer a replacement, that would be a refurbished. I said I can't take a refurbished because it doesn't make any sense when spent more than 4 grands for a failed system and now I have to use somebod else's. I said they can't find me an acceptable solution, just keep the laptop there because I don't wanna take it back anymore. Then he said he would wait for the report from the Repair Depot to see whether the laptop still in working condition before any further assistance (lol how can a DEAD system be in a working condition). But I'll wait for sometime to see how they 're gonna work on this.

 

Yes it is unacceptable. I'm trying to keep my cool here though before I fully lose it on them. I better get an email by tomorrow regarding my new systems specs so I can argue it. Ahhh this waiting is the worst part. Ill keep you guys posted but so far no luck. I spent too much money for this headache

 

Completely disagree. When I worked in Tech Support over the phone if I didn't have a solution in the time frame I set for the customer, then I would call them back in that time frame and tell them I was still working on a solution and I would get back to them in another timeframe that worked for both of us based on my work schedule and when they were available.

 

Dell doesn't seem to work like that