Laptop replacement under warranty

I have spent almost entire today just to talk to Dell Tech reps, Supervisors, Tech Support Managers just to settle a solution for my case. Not to mention about the front line Tech agents who tried to convinced me to wait until receiving my laptop back before filing an exchange request (when the computer's already fixed?!), the last Tech Support Manager was little more reasonable when I was trying to ask him transfer me to Advance Resolution Department. Finally, he ended up sending a request for an exchange and said he's going to contact me on Monday.

I took his words and wait till Monday to see how it will go. Otherwise I'll send a complaint to Advanced Resolution Department, which is the last line where can directly handle the issue.

 

Guess it depends on location. I have had numerous callbacks from dell support (India for UK) when they have said they would. Kinda surprised since most UK based operations do not. Seems they follow their QMS better than most...

 

Still haven't heard anything about my replacement. Starting to lose hope here

 

Tgotovac I just sent you a PM with the email address. You can kindly send a complaint to them. They'll try to help you out.

Goodluck

 

Hey all, so good news at last. I just got off the phone with dell. I called to see what was going on. Finally a useful tech. My request was approved. Apparently they are now in the process of building me a new machine. Yes a new one. Not a refurb. Brandnew. Once they have put it together I will then get an email with the specs. The tech didn't have much info for me but he did say it would be an r4 unit. He told me it would be a few week before I get it which sucks but at least it's brandnew right! Also in unsure but the r4 laptops came with 6 series video cards correct? If so ill see to it that I get a nice 680m

 

Good news. Strange they are building it before you have approved the specs. For me they sent me the completed order after discussing it on the phone. As soon as I said 'yes' it went into production. I'm thinking that they may be doing a mix n match build with outlet machines. Since the R4 is long out of production they cannot build one, unless the tech is confused and you're getting an AW17

 

I mean currently I have an m17x r3 so it's a bit old. He said my replacement would be brandnew. So maybe he is confused ? I guess brandnew would be r5 now? I'm so confused as to what ill be getting. I do how ever like the sound of brandnew. Nice fresh laptop

 

Agreed. I would question if a new build has been approved, why can't they give you the spec before going to Production. That's what I don't like from Dell. It doesn't sound like they are trying to solve THEIR issue but just sounds like they are doing us some favor. Because you still have a right to refuse having a STOCK system even though that's a brand new.

Additionally, if that was a REAL brand new replacement, you will definitely have a 7 series GPU. But not to be so happy that soon since Front line techs usually don't care what they are saying. Let see until you have an updated documentation.

Anyway, grats for the new update. ^^

 

I'm just happy my replacement was approved. Other option would be for them to send another 580m which I wouldn't accept. So if I am getting a 7 card what should I argue for a 770? When I built my r3 I upgraded from stock 560 to the 580. I upgraded a few other things aswell. ill let you know when I get my email regarding specs. The tech said the reason I hadn't gotten an email yet is because they're still figuring out my specs ? Ill wait and see. At least I've gotten somewhere right ?

 

I had the same experience - my replacement was "In Production" as soon as I was told it was approved. No chance to discuss specs, etc. And no chance to ask to pay for an upgrade...

 

The tech told me if I want to upgrade after I receive the machine I can no problem. I'm still confused as to what I'm getting though. I'm waiting for my specs email. Hopefully ill get it today.

 

You really don't want to do that. It costs 2-3x as much to buy aftermarket than to just buy it upgraded.

 

So what do I have to do to get the specs I want. I really don't want a sub par gpu. I'm looking for at least a 770m as the 765m performs lower then the 580m

 

You won't hurt anyone just because of asking Just keep asking if you have a chance. Stay a little more positive or you'll be pushed back right away

 

They don't have a right to offer you a component that has less performance than the one you currently have (their replacement policy). You can even refuse the 770.

 

Seriously ? I can refuse the 770? So it looks like I'm going straight for a 780. I'm still waiting for an email showing my specs. Once I get that ill email back asking for an upgrade.

 

It's based on what's available. If the tech said you're getting an R4, (which I'm not sure how it'll be new as it's End Of Life) and if that's true, don't expect a 7xx series.

So for example, because the 680 is better than the 580, if they have a 680 available, you'll get that instead. You won't be able to "reject" it (I mean, you really can, but where it goes from there is up to them) if the have it in stock.

Either way, keep us posted.

That's not true at all. Read the Terms and Conditions. It's based on parts available, either refurb'd or brand new, and if they don't have "equal" they move up the chain to the next, being "better." Still, those parts can be refurb'd or new.

 

I was told brandnew. I was told Monday I will get an email with the specs of my new computer. I was told once I approve the specs they will start putting the computer together. This makes me think ill be getting a 7 series card hopefully a 780m. The tech told me the r4 was no longer in production.

 

Awesome. I hope you get it

 

Yea me too. Ill let you know what ends up happening. Any defects with the 780 like with the 580?

 

Yes, it throttles at 77 degrees. Just like the 580 does.

 

Well damn. I don't want that. This is going to be an issue again I can tell. Until a modded bios fixes the problem.

 

From what I read over in the owners lounge it can be easilly fixed using the 'temp target' in Precision-x but I think a lot of it is bad factory paste jobs (just like the 580). Some people never see more that 72c even running benchmarks for some time, others are hitting 77c very quickly. Another issue is that in optimus mode the temp target is only 66C so it's hurting everyone until they change it - strangely even a 120hz display user is getting a 66c throttle.

Take a look at recent posts in the AW17 owners lounge. http://forum.notebookreview.com/ali...ial-alienware-17-owners-lounge-thread-98.html

 

So the throttling is an issue again. Hope this time dell has a solution

 

Yeah, but they haven't even acknowledged it as an issue yet - no AW rep input I saw

 

Damn that's annoying seeing as its looking like ill be getting an aw17 with a 780m. Yes the cards a beast but so was the 580. Throttling issues are what killed it. Hmm hopefully a vbios is released to fix it. Maybe remove the throttle all together. I'm hoping the cooling in this new unit keeps the gpu far away from 77

 

That's going to be what's needed to fix it. It should never get that hot. I know dell will not change throttle limits, it's to do with the thermal certification of the machine and any increase above tested limits will require recertification. I see a lot of people say that the GPU core is fine up to 100c but not realising that the VRM's are very close by and on the 580 temps in excess of 100c were seen there. A more aggressive fan profile may happen, they offered to do it for the 580 but the problem pretty much went away after everyone got their heatsinks replaced.

 

Well here hoping the fan profiles in my new unit are up to the task of keeping the gpu below 77. I plan on working it hard. What's the point of having fire power if you can't go full out right ? Ill be benchmarking as soon as I receive the new unit

 

I'll keep my fingers crossed for you, let's see what they offer and hopefully you get it sometime soon!

 

Yea hopefully soon!! I should be getting an email tomorrow the tech said. I won't beable to relax until I see some specs. It'll probaly be 2 weeks till I actually get the new computer though

 

VRM temps over 100degC for the 580M owners! I worry about that a little on my laptop sometimes, core temperatures are good, but is there a way of measuring the temperature of the VRMs? (I haven't found a program yet?)

 

Not that I know of - no sensor. What I saw was from a thermal imaging sensor and was surface temps on different parts of the card. It was posted somewhere here on NBR in http://forum.notebookreview.com/ali...x-580m-78c-throttling-see-post-191-later.html (if I remember correctly - it's a huge thread!)

Edit: Just remembered, on the conference call the dell senior engineer was talking about how he could see a lot more of what was going on than we could using public tools but the tools he had were restricted and used internally by dell under a NDA. Of course this could have just been BS but he sounded quite sincere and said he wished he could show us.

And he said that the GPU usage we see in msiafterburner (and other tools) is NOT GPU usage but frame buffer usage which is often analogous but not always an accurate reflection of how much the GPU is being stressed.

http://forum.notebookreview.com/ali...ttling-see-post-191-later-29.html#post8400372Thanks to j95 for finding it

 

still no email regarding my specs. spoke to dell today, apparently the department that handles issues like mine is closed today so ill be getting the email with my specs tomorrow. this is however the 3rd tech to confirm i will be getting a brandnew alienware 17. good news for me, but the wait...im very impatient!

 

UPDATE: so spoke to a tech today the specs for my machine were released. It's going to be a new AW 17, specs are: 16GB of ram, 750GB x 2 in raid0, 60hz 1080p screen, i7 4800, and an nvidia gtx 770m. I'm completely happy about all of that except the 770. I would like a 780m. They're telling me I can upgrade later, but I'm not willing to pay what will probaly be over 800$ when they could easily include it with my machine. Who do I need to talk to about this? Or am I stuck with a 770?

 

Some good news at least .

You're only option is to refuse the GPU as 'not equal or better', but if it is as good then it's down to goodwill on their part. I have heard of people paying the extra as per a new build to get a higher GPU. I think it is down to just to how helpful the guy in charge is feeling...

 

Yea I asked the tech he said the guys incharge of building the computers were busy and to call them directly. They may beable to upgrade me to the 780. I tried to tell them my 580 had a 256bit memory bus and the 770 only has a 192bit memory bus but he looked at benchmarks which show the 770 performing higher. Basically I want the 780 without having to spend a ton more money

 

I see what you want but as soon as it goes to production you'll be SOL.

Build a new one on the dell site and see how much extra the 780 is over the 770 they are offering you and say you will pay that to upgrade it from new, but if you don't get a helpful tech there's not a lot you can do. I asked about an upgrade to a 680m when I was offered a replacement but at that time it was out of stock everywhere so it never went any further.

Good luck

 

The 770M is faster & better than the 580, so it is equal & better, but if you can wangle the 780 then that's great, it's worth the effort trying to make that happen! Also, like MickyD says, now's a good time (rather than later after delivery of your laptop) to pay that extra for a 780 which performs a load better than the 770. It's the laptop GPU that makes these things obsolete over time, not much else in comparison.

 

You need to call and get them to agree to put a 780 if you pay the difference for the upgrade. Problem is you already are getting a better system by far and they may think your just after a better system and not being very thankful. Try getting a replacement or upgrades from anyone else. Hope they let you buy the 780.

 

I'm going to call now and see about the 780. I have no problem paying the 200$ difference but I'm not willing to spend 800-1000$ on the 780 later

 

So I just spoke to another department. The tech told me its weird that they're sending me the 770m. He made notes saying that when I receive the laptop I will being calling them and they will send a tech out to bring me a 780 at no cost. He spoke to his manager and got this approved. This is great news for me !!

 

Awesome! I wish something like that had happened with mine... But good to know it still happens to some people

 

Great enjoy the replacement :thumbsup:

 

Can't wait to get it. I want to see what this 780 can really do!