M17x brand new system video keeps locking up - please help?

I just bought a new Alienware m17x R4 laptop. It shipped on 2/18/2013 and I recieved it on 2/19/2013.
Every time i load a graphically intensive game, within 5-10mins my frame-rate drops from around 60fps down to 15-20fps. (doesn't mater what game has a I have tried 4 different ones, with the same outcome). Shortly after the framdrop the screen turns black, but i can still hear the sound just fine. after anywhere from 1min to 5mins I eventually get the "Your display drivers have stopped and recovered" message on the bottom right. From this point onward, even if I close the game, and am only within Google Chrome, It will keep black screening every 5-10mins, followed by the error message.

- I have uninstalled all graphics drivers and reloaded the newest ones from nvidia, same issue.
- I have formatted the drive, and installed Win8 (came with Win7) .. Win8 had the same issue.
- I am in the process of reloading Win7 and trying it there again, but any other advise? is it just me, or does this sound like a bad seating of the GPU or maybe an overheating issue, or even a bad vid card?

SPECS:
- M17x R4
- 3.7gig processor
- killer NIC
- nvidia gtx 680m
- bios is A10 version
- 16gigs of ram

any advise on this please??? thank you!

 

My troll advice is buy desktop for gaming.

Anyway seems like it's throttling because temp. reach certain limit after which it stops the card all together perhaps as fail-safe?

Was the fan cooling gpu working or not? Other than that it seems like your new machine needs to visit warranty because you've eliminated software issues.

 

Could be a bunch of things but since you just got it call it in. Some piece of hardware is not happy.

While you can still get it replaced easily if that is what is needed

 

well, I contacted Alienware support about this, and they are sending someone out with a new VIDEO card, thinking that is the issue as now the issue also is presenting it's self with simply being within Google chrome, and not even in a game at all.

anyone know the ETA on having an agent be deployed out? they couldn't provide me an ETA, so just curious what others experience has been.

 

That's actually a good guess, it probably has a poor heatsink contact and is overheating. I had one do this (lockups). Easier for them to replace the whole lot (heatsink and card).

I've always had a call the next day to arrange a visit the following day. IF they come back with some delay then consider cutting your losses while you are still in the return period. Once you start down the road of repairing you can end up with many months of problems before they either fix it or replace (as they did for me!)

Good luck.

 

Let us know what the outcome is. I hope it gets solved soon.

 

well, bad news. repair tech came out on friday, replaced the GPU, Thermal Paste, and the GPU Fan.
Booted up the laptop, within 15-20mins, black screen..and that was just searching the internet.

Contacted dell. after 3 1/2 hours of transfering to 8 different people, I think we got it semi worked out, still not 100% happy. At first Dell reps weren't going to replace the system and were telling me I needed at least 3 service calls first. I had to threten them with telling them I would cancel my order and buy a sager for less money and get it within 1 week, for them to change what they would do for me.

Dell is now in the process of sending sending me a replacement system to replace the broken one. They wanted me to send them the broken system before processing a new one, but after 3hours on the phone, they are processing the order as of friday for the new one, and allowing me to ship broken one after i get the new one. Today is monday, and there is no shipping info, no process info, no update on the new system at all.

I now have to wait another 2 weeks for it to be build, but don't really have any other option .. I just want a working system ..and I don't have that.. I wasn't offered any kind of compensation, maybe a Bag, or an "im sorry", or some giftcard, nothing. I'm not asking for handouts but when I pay $3200.00 for a system, and I get a defentive one, and then they tell me its going to take another 2-3 weeks to process another one, well.. it's really irritating. I also am losing 1month of warranty for my system because of all of this. I only have 21 days from the time I got the broken system to disbute the system to get a refund, what this means is that I will be geting the "replacment" after the 21day mark. This means that I'm unable to get a refund after I get the replacment system. due to this, I'm almost tempted to call dell back and tell them to just cancel it, and send in the broken one for my money back. i really want the alienware, but I want it to work and be worth it. I spend $3200 on my system on 2/4/2013, and will not have a system till mid March.

All in All I'm very unset over the entire process. The entire customer service experience, and unsure what else i will do at this point. I have a giant paperweight (no really.. I have it siting on papers, while my fan blows on it.. at least it's doing something..right??) .. I even asked dell if they can just ship me one of each part, and I'll rebuild the laptop myself. i am a Google Certified tech, and I could easily build it, but they weren't even willing to do that.

Anyways, that's my story. What do you all think?? should I cancel my order? is this the norm for alienware systems? I will tell you, my company has placed a hold on all dell purchases for the time being after hearing my story, till they see how it's resolved. That's 280 ordered system on hold. I'm curious what you all think?

 

it's now Tuesday, and "STILL" no update on the new order, which was processed on Friday around 4:00pm EST. It shows as pending, and that it hasn't even been started yet. This is making me even more upset at this point.

Any advise? Anything i can do to get some kind of compensation for my time, etc? anything i can do to get a working laptop at this point?! .. I feel like dell has taken my money, hasn't provided a quality product at all that i would expect, and right now i have nothing to show for me giving my money to dell!

 

Send me your service tag on a PM and I'll check on your case.

 

Last time I checked the new builds there was a preliminry ship date for a m17x, I think you kinda coulda got a better deal, but it depends on your region though. As long as you have a new order number you should be ok though. My laptop when buying new took 4 weeks pretty much to be delivered. Does the order have a EDD on it?

 

GGRAAWW!!..
ok guys, the order finally updated, and come to find out, the order was placed as a 1900.00 system, $1000 less then what I ordered. so someone screwed up on the re-order process, and now i have to wait another 48hours to get all that fixed?!?! this is ridicules!

 

for some reason, I can't seem to find the option to PM you directly. could you tell me how to do that, or can you send me an direct PM so I can reply to it?

 

Components have gotten less expensive with time. The policy states that you should receive same or better performing components so even though it might look cheaper it will still be a beast. If you are not satisfied with the system you are receiving you should contact the case owner and let him know what's incorrect with it.

 

I believe that since you have not enough posts you might not be able to send or receive PM's. Send us an e-mail to [email protected] instead and we'll take care from there.

I received this message when trying to PM you.

 

I'm sorry, but you are incorrect!

1. 5 day old system, and $1000 difference? no way!
2. Look at the specs, you will clearly see that it's incorrectly ordered.

Wrong Vid card
wrong harddrive
wrong screen
wrong color
wrong OS
wrong wireless card

how many more "WRONG" things do i need to list before Dell takes resposability on the fact that they screwed up and they do what is right to fix it?? I'm sorry for being a little rude, but I have all the right to be at this time as i am the consumer and I purchased a product, which i did not get.

VS

 

message removed

 

I get your point, I just thought you had a lower end M17x (R1-R2-R3) before. I'll take a look inside DELL and see what's going on.

 

I just sent a request to cancel the ORD # that has the wrong components and add the needed components. I'll let you know when the whole process is done.

 

Understood. Thank you for that, but i'm unsure if I even want to deal with dell at this point. Honestly, they haven't provided to me anything to make me really "WANT" to stick with them for my laptop. I mean, I'm not asking for a handout or anything, just a little compensation. maybe express build time, as i have allready waited 3weeks, and now i'm going to have to wait another 2-3 weeks? I don't think that's good customer service. Also, dell hasn't offered me anything for my time and trouble. Or the fact that i had to take 2 days off of work to be avalible for the tech to come out and replace the vid card. All I'm asking for is for dell to show me that they want me as a customer. i allready had next day shipping on my original order. I have read that other people have gotten a system money back for a shipment being 1-2 days late, etc. well.. my truly working system is going to be 3weeks late?!!? how does dell customer service compensate a customer, to actually keep them as a customer? you should have my direct email as i send that to the email specific. I'm unsure if we should correct the order or just cancel it entirly, depending on what Dell is able to offer.

 

I completely understand your point, the computer should have been perfect since day 1 but unfortunately this kind of things get to happen when we talk about electronics. I'm not saying that you will or will not receive some sort of compensation for the time taken to fix it, we would need to take a deeper look into it to provide any options. As of now, the new order is on it's way with the right configuration that I just made myself.

The rest of it will be handled internally since it will only apply on your case.

 

thank you.

I did have 3 questions.
1. should i expect someone to contact me via phone / email / etc about the "REST" as you are referring to it as? or do i need to call back into the Dell customer service to request that?
2. is there a new order number or is it the same as the re-placement?
3. the policy of "you can return for a refund within 21days" .. does that apply for the replacement as well, or is it not going to be valid as I will be outside that 21 days from the date of the original purchase?

 

You could try contacting customer care to try to get that, they are normally the ones who approve this sort of things.

As soon as we have it we will give it to you, it will be a new order #. The Dispatch number will remain the same but the order will change. I'm currently waiting for the e-mail confirmation of the order change only. Once I have that, I'll send it to you.

You are within the 21st days policy at the moment, if you want to return the computer at this point you can still do it by calling the sales department and asking for sales resolution or telling the machine that you want to return your computer. Customer Care will also be able to answer your question if whether the System Replacement has the same timeframe or is attached to the 1st system.

 

If you care for any advice, bite your lip, eat through it, wait.

The system is well worth it, as soon as you get it in decently working conditions, you will forget everything and thank god you stuck with it
Or forever regret you didn't, if you decide to cancel based on your current experience.
Don't get me wrong, you spend a lot of money for a performance laptop, you want it fast, and you want it to arrive working without any issue. This is also simply the right you have as a customer.

But like this simply just happens. It's electronics, stuff can go wrong.
I just shelled out 5k for an m18x which arrived with a broken GPU. Now I have to wait for a new one to arrive and build it in, hoping that one is working.

Was I pissed off, and disappointed? Yes.
But i'll wait, no one will come between me and my beast, I own other Alienwares and I just know it's all worth it and I will not even remember this once it works.
Alienware also has great support, although mistakes can be made.
I think it's great that L_Porras picks up your post here and tries to solve this for you, it's still all inconvenient and you're still pissed off, but he's trying to help you out and correct what went wrong. Must give him some credit for that.

So my advice, go outside, scream, slam your fist through a door, knock your head against a wall, and just wait for your replacement

 

Wise advice, I think we've all been through a similar situation at some point

 

I understand what you are all saying, issue is that i need the laptop by the 1st. I am leaving to go out of the country on the 1st for work purposes, and this laptop was order for work purposes. I will now not have it by the 1st date as that was my deadline. I also was treated over the phone line Dell didn't seem to care that it would take so long to build. I understand production time, i really do, after all the company i work for has it's own production time.

few things to note that upset me the most, so everyone can understand my solution listed below, if i looked past everything else, these are the things i just couldn't look past as except as standard operation issues.
1. Customer service Manager and Tech both process first replacement order, stated I will see an update on the following Monday, never got the update till Tuesday, and it was still in Processing (not production) as of Tuesday, and it was the totally wrong system, yet 2 different people both had to confirm it.

2. estimated build time being 2weeks, everytime i mentioned it to anyone being in Customer Service or Tech support, they simply reply with "well, we have to build the system and that takes time". After talking to a Tech Support manager, he looked in there system and told me that "IF" i did multiple repair orders equaling up to all the parts to fully rebuild the system, all those parts were readily avalible for overnight shiping to a local tech, and that if we knew what was wrong ..he would issue the part to be shipped and replaced within 48 to 72hours. My argument is "if they have all the parts that they can overnight, then have them all sent to a tech to build me my system, shouldnt take more then 1-2 days for the build then". He even stated that he wasn't sure why it would take so long to build, since the parts were available.

3. After 12+ hours on the phone with dell over 5 different days, I just can't wait for a system that I will not have by my deadline. 10-15 different people over the phone all telling me the same thing, that there is no reimbursement except for 3months of service (which I'm thankful for) but it still doesn't make up the fact that i am not geting my system when i need it. also them all telling me that there is no way to speed up the production time, etc. Now keep in mind, I used our dell ceo contacts at my work to send my story to them about my problem. Now that I have canceled the entire order, now someone contacts me and asks me .. "If we can garrentee that you get the system by Monday 3/4/2013, would that work for you??" .. I had to tell them no because again, i'm leaving on the 1st. my point is that everyone over the phone told me time and time again, there is no way to speed up production, yet one of the CEOs along with my Dell contact for my work contacting me directly to tell me they can get it build, shipped, and delivered within 5days .. I'm just saying, there should be something changed in the "repair process" that dell has in place, because it takes me contacting CEOs etc, to get what i'm was original asking for. If they offered me this last Friday, I would have the system on time, and been happy.

I do have to say, am i now dealing with the new contacts directly, and allready have a pending refund issued. I have to give dell credit for that, they were real quick on issuing that refund since it was a defective system and because of who i contacted. It's just sad that it had to come to this. well, best of luck to all of you. Maybe in 2-3 weeks when i'm back in the states, I may purchase another one.. I don't know right now.

 

I'm sorry to hear that you had to go to that level to get what you needed. I tried my best on getting you the system you required but if a refund is being sent to you at least everything is going on a good way now. Feel free to contact me if you ever need something from us.

Regards,

 

you did just fine via chat and over messenger. It was the techs over the phone that weren't very helpdesk, but that's just IMO. I know you did your best,and you fixed my order, it's just to bad I'm on a deadline for my company and I just couldn't get my travel pushed back any more. Anyways, thanks for the assist. .hopefully the company will authorize the purchase after i'm back in the states again, then i'll look into re-purchasing it at that time. thanks!

 

I hope they do. And no problem about the help, that's why we are here.
I hope you have a nice trip.