M17x DPC Latency

Just wanted to let everyone know, I had an opportunity to sit down and talk with the Director of Engineering for Alienware. I met with Patrick last night and we discussed the DPC Latency issue and the frustration all of this has caused. I replicated the issue for him on my M17x R1 under W7. After meeting with Patrick, I am 100% confident that Dell is working on this issue with the full attention it deserves. This is not something which is on the sidelines...

Thanks to Bill-B for his continued posts. Thanks Bill.

 

Thanks Batboy. This is great news!!! I would just like it to be resolved asap.

 

Ok but did you also replicate the stuttering issue? Patrick needs to understand how frustrating it is to play games under those conditions.

 

I think Batboy inferred he did when he mentioned he used his W7 install. As far as I know, Batboy's 'stability' was only possible under his windows vista setup

 

Yes, that is correct. Under Vista it seems the M17X runs fine.

 

No. No, it does not. I'm listening to mine snap crackle and pop right now.

I am encouraged by the recent responses and info however. Here's hoping to a solution!

 

You want to eliminate the snap, crackle, pop under Vista while listening to music? Disable WMP's Visualizations (swirly patterns to beat of music) and this is no longer an issue. Its why I never saw it before - I always have that eye candy turned off.

 

Just doing my part. I am still reading every post, BTW, so you guys make sure if you need me for anything along the way to chime in.

Full disclosure: However, I will be in Vegas starting Thursday morning until Sunday night, so you won't have me to kick around for a few days. Kidding. You have all treated me with respect, and I appreciate it in light of how frustrating this must be.

 

Don't lose to much bill.

 

It's also impossible to listen to music while playing games without this happening. I can even make it skip while playing mp3's and looking at jpgs via the default windows picture viewer.

I'm playing Aion right now and have winamp going. skip skip skip..

 

Better half has me on a strict limit. Taking ATM card and cash only. Credit cards must be turned in Wednesday night.

 

(Leash) He's on one. hehe Poor Bill

 

Ever try watching a dvd? I don't recommend it....

 

she knows why guys go to Vegas(Insert inappropriate hooker joke here)

 

Completely offtopic, but I would like you to meet my 3 days old daughter.

http://picasaweb.google.com/corneliu.marcu

(at least I can upload my pics with the M17x )

 

Congrats on the little one! (now don't turn this into 20 pages of 'awwwwww' - j/k)

Never had issues with watching a DVD or BluRay on my system. No audio issues. You might want to check your settings, be sure the NVIDIA Control Panel's SLI Profile is set to single GPU for your WMP, PowerDVD, or whatever app you are using for this.

 

I was given some interesting info on the phone with dell today.

I spoke to one of the Technical Service Managers and described all I have tried to fix the problems with my computer. He was very apologetic and understands our frustration. He claims that there is a new fix from the R&D group that has fixed all of the problems with PC's that were not helped by prior fixes. I explained that I would rather have a new computer becuase I think I have already tried this fix (it kind of sounded at first like he was describing Friday's 'fix') but he insists that the new fix must be tried. He says that this is the last fix and if it does not work that we can then discuss next steps...

I'm supposed to call in and let the tech use remote acces to install said fix, and the manager put a file in my case that I would be calling in for this.

Apparently there is some final fix? Bill, do you have anything to say regarding this?

 

The best feeling in the world huh. I have three daughters 11 8 6.

 

They told me the exact same thing yesterday, all they did was reinstall the OS, install the drivers, and try the latest fixes. At the end he told me to recreate the DPC problems. The manager lied to me, there was no new fix. All they did was run tests on my M17x to learn more about the DPC problems...I've also been told several times by other techs that there is a new fix I should try. I told them I tried every fix available but they insisted that one came out yesterday even though they had no information about it...

EDIT: Also, the next steps they are talking about are most likely waiting for a new fix.

 

Sounds like he is referring to Friday's fix

 

maybe we need to install the drivers, then install windows... that could be the new fix.

 

my ATIs started stuttering here. REASON UNKNOWN.. uninstalling-reinstalling drivers didnt work. thus 65000 spikes. format once again. it has become almost daily procedure.

 

i think it should be released now if it exists. We are always the testers anyway.. lool thus cannot understand this for those with whom the previous fix didnt work. is there anyone who got his issues solved with this thing?


i always hope now on that its not the final fix.. lool . i ve taken my lesson.

 

I think the only thing that can be concluded is some people are OK in Vista and some are not. The lucky ones with usable compauters are outnumbered.

I don't have any problems in Vista (within a narrow set of parameters which thankfully includes smooth audio and gameplay). But I should not have to revert to an old OS and should not have to plan my activities based on what does/does not cause audio problems.

Right now my experience with the M17x is the best case scenario. It rates about a 4/10 in terms of user experience IMO.

 

There is no new fix that I know of. I imagine you would hear about it here or from John on Direct2Dell before or at the same time tech support hears it. I will make sure John drops in on this thread if something comes down the pike while I'm out of town. I'm sure Patrick will call me if something good happens over the long weekend. If so, I'll fire up my lappy from the hotel room and let you know.

 

Yeah I didn't think there could really be some other fix without it being announced or anything... I hope they don't try and format/reinstall my OS I don't want to have to deal with backing up all my documents and stuff right now.

And I really hope the 'next steps' aren't more waiting...

EDIT - Thanks Bill, didn't think there would really be some 'secret' fix that wasn't posted either here on on the Dell site

 

Bill,

John and I have had conversations about this... But apparently it's still happening.

Is there any way you guys can issue an edict to the technical support folks to get them to quit just making up stuff to tell customers?

I'd easily wager that 80% of the anger that is being directed at you folks now is because the tech folks still continue to provide false, misleading or totally inaccurate information. At this point, it makes no sense for them to have folks installing, reinstalling, swapping motherboards, etc. knowing full well that it most likely isn't going to help until the 'real' fix is discovered by the engineering folks.

When I was dealing with this issue (before my ATI swap) every time I spoke with technical support I got a totally different story - all from the Costa Rica call center. They always say there will be a new fix either tomorrow or Monday, etc.

Then when Monday rolls around and there isn't one posted people get upset and want to lynch John.

 

Thats interesting I got a call today about some new fix as well they want me to reformat and call in so they can apply it.

 

I just sent a note to the L3 over all of Alienware tech support. He is going to look at the complaints, and email all of the site leads about this.

In the meantime, folks, please, just do not format over this issue whatever you do or whatever techs ask you to do, unless you just want to.

 

Is there anything you can do to allow us to get a replacement now? The laptop is essentially broken, It does not work the way it is supposed to. Everyone I've talked to on the phone has said that no replacements will be issued no matter what. I personally am sick of waiting, and I should not have to. I paid to get a working laptop and no one from dell can seem to get me one. So I guess I'm just asking you to please give us the option to get a replacement to an R2.

 

Agreed, we all paid for a working PC and we got a lemon for 9 months. It's been a reasonable amount of time for Dell to fix the issue. Recalls and replacements are now necessary.

 

Definitely. It's been too long and now people at tech support are apparently lying (or could just be misinformed) about new fixes.

 

Before we flambé Bill and John maybe we should wait see what the engineers come up with... We've waited this long, is a week or so really going to make that much difference?

It's unprecedented for ANY computer vendor to send engineers to an end user's home to collect data. They've even captured machines with various configurations.

These are not the acts of a company that doesn't care. If they can't actually correct the issue I'm sure they have a contingency plan.

Alienware is an enthusiast brand on the bleeding edge of technology. When you're in this product sector you can't expect 100% total perfection out of the box... There occassionally will be glitches. Every gaming notebook - regardless of brand - has 'issues' of one type or another.

While I agree that we've been waiting for a fix longer than we probably should have... Now that Dell has stepped up to the plate, we need to give them a chance.

 

while i truly empathize with those who have had to deal with this issue(id be in a fit of rage personally) this man speaks a lot of sense. Great post.

 

Agreed - as I mentioned in my post earlier, I am very confident this issue is receiving the amount of attention it deserves.

 

I'm not trying to flame anybody. I understand where you are coming from but I've been "told a week or so" before, and it didn't exactly fix the problem. I know nearly every brand has had issues, but there is now the R2 and as I have heard it has less problems. This laptop is near unusable for me. I simply paid for a working laptop, I am just asking that they provide that without having us wait any longer. The people at tech support are told specifically not to give us a replacement. While some of you may wish to wait longer for a fix, I would like a replacement now. I don't think this is too much to ask considering I paid for a working laptop. I am asking that dell/alienware allows us to switch our laptop for a working one if we wish to do so. I am not trying to say dell/alienware doesn't care, I would simply like to have the option to get a working laptop now.

 

Exactly, I don't feel like dell doesn't care about the issue, its just that I feel like we've waited long enough and tried the fixes that are being released, but the issue is still persisting after 9 months. I understand they are working on the issue, but I think after this much of us waiting for them to fix it, we deserve a working computer by now, and with the upcoming bios to fix its flickering issues, the R2 seems like the best option for getting us a working M17x.

 

ndudsz & swg1251,

Your only option is going to be to contact technical support and request transferred to an 'escallations' representative. You'll then be assigned a resolutions representative that will work with you to find a mutually acceptable solution.

Escallation reps are typically the only ones empowered to offer replacement units, upgrades, refunds, card swaps, etc.

It is not a quick process by anyones standards and there are no guarantees. Your service history, accounts notes, etc. all come into play.

 

Can anyone state if the ATI's fixed the problem? Dell is dispatching a new motherboard and replacing my cards with ATI's(couldn't even tell me what model!) and they state they will only replace my system with the same configuration if it doesn't work. I am really struggling here, I am not excited about ATI's since they aren't qualified to run Maya or Max for the work I do. Im sort of at the end of my rope here. No one I talk to in support seems to know what the last person who spoke to me said. They all conflict each other, saying a motherboard will or wont fix it. At least they all agree the ATI's only reduce the problem.

 

Another hour and a half with the tech trying all the drivers and fixes again, and when I ask about a replacement he talks to his supervisor about it he tells me he "doesn't have a solution to my request"... He said that if the issue isn't resolved he will call back friday.

DenverESullivan, your idea sounds pretty good, I'll try calling again tomorrow and ask for an escalations rep. After this many calls and being on record for trying all the possible fixes, they should be able to see that in my case the issue will not go away and I have been waiting patiently so long for a fix, so we can hopefully resolve something. Thanks for the suggestion.

 

My sympathy for Dell and its employees faded on 2/19/2010 when they announced a 100% sure it will fix everyone, driver removal tool, that only even ran on some peoples computers and had been tried before.

Next MONTH they will disable Power Mizer and set my GPU clocks and fan speed to constant 100%.

Dell:

• I do NOT want to run outdated graphics drivers.
• I do NOT want to manually copy SLI profiles from Nvidia's drivers onto my system to play the latest games
• I do NOT want powermizer disabled.
• I do NOT want my fans to be louder then my speakers.
• I do NOT want to disable my 9400M that I paid good money for
• I do NOT want to reinstall my OS again for some fake fix
• I do NOT want to spend another couple hours with tech support
• I do NOT want my games or sounds to stutter.
• I do NOT want to jump though any more hoops
• I do NOT want to be lied to that a fix is comming out next week when you are not sure

 

Agree with most of what you said except this one... For one I wear headphones (and I'd never use my M17x as a blu-ray/HT source anyways) and for another, being an ex-M1730 owner, I'm glad as hell that the GPU fans are as active as they are.

And I'm guessing you meant 2010?

 

Got my ATIs in today. Played Crysis and the stuttering is even worse. Demanding R2 replacement.

 

well as expected my resolution specialist isnt doing much at all. If I cant get a refund, I am going to push for a partial refund and a M11x (rly only want to game for StarCraft II and CSS). I hope I can get one of those *crosses fingers*

 

That is what I am going to propose too. Hell, keep my money and send me a 40" Panasonic plasma... That makes up the cost difference.

 

This is what I've been trying to do... It is nearly impossible to get there. I've spent hours on the phone and talked to about 20 people by now. Every one of them has told me either: There is nothing you can do but wait for a fix, Sorry I can't help you maybe this person can *transfer*, A new fix was just released today *transfer*, I don't know what problems you are talking about.

I have asked to talk to someone that can authorize a system exchange and they tell me to call a new number. That number tells me to call back tech support...

I just would like tech support to be able to authorize a system exchange. These laptops are essentially broken, I should be able to get a working one but I can't seem to do that. I am asking that someone from dell make it possible to get a new system when the one that you paid for is not working.

 

er, when you mean all over alienware tech support does it include dell tech support as well? cos in my country there is no 'alienware tech support' its just dell support. same number as the old xps priority support. i feel dell support should get the note too just for like in my case there is no alienware support to call

 

Is it a time machine that takes us back to late November?

Many of you guys are just the latest ones here. Others have suffered through this for months.

We've all heard this before.

It is unprecedented to collect premium dollars from people for an unfinished untested product and then ignore support requests for three months.

 

yea and im sure it would have stayed the same if no one tipped engadget

 

Dell's strategy of appeasing 'influencers' is working. You folks are either young, or not exposed to cynical callous business practices. I am surprised you can't see what they are doing here.

All it takes is a visit (and wasting a few more hours of your time) to make you feel special and start apologizing on Dell's behalf. They even have you agreeing that it is too hard to make a defect free product, even if you charge an insane premium.

Most notebooks these days are well under $1000. Some of you paid well over $5000 for this!

If you bought a Bentley would you be OK with being stuck on the side of the road with a broken car? Come on! This is analogous to that.

I don't advocate the rage heads who hate everything Dell says here, but lets step away from the punch bowl OK?