My alienware m17x r3 replacment issue

My Alienware m17x r3 video card went out at the beginning of Feb. I called Dell, we did the diagnostics and it showed a video memory error, so Dell sent out a tech to fix the system. They send the tech to my house with a keyboard, video card, and monitor. The tech gets here and stats to work on my system. He proceeds to strip out the two screw holes that hold in the back panel. Stops what he is doing and says this system need to go in for depot repair. I was patient and sent it in for repair. I get it back and they replaced the keyboard, but did not fix anything else.

I called Dell back and they proceeded to tell me that it was the SSD that I put into the system that was causing the problem. I do not understand how the diagnostic could say it was a video card issue but yet my hard drive was causing the problem. So I did what the tech asked I took out the SSD and still had the same issue. He was still telling me that it had to do with the SSD even though it was not even installed any more so I asked to talk to a manager. He proceed to tell me that they where all in a meeting and none where available, and hung up on me.

I called back and the tech support agent I talked to this time was quite helpful and knowledgeable and saw that the issue was the video card, after checking as seeing that the video card was on back order for a few weeks he was gracious enough to put in for a replacement system. He told me that right now they did not have a replacement that matched my system so he would call me back the next day, He did call me back and they still did not have a match. I was three more days and did not hear back from this agent and called Dell back to get a update. They could not tell me anything expect for the tech I talked to before was not available and they would email him to call me back. I waited over the week end till Tuesday and still heard nothing do I called again. The agent I talked to this time told me that a replacement system was in production and I would get it in a week. This was better news than I was hoping for but they I got the specs for the system and it showed the 900p monitor, I have the 1080, and the GeForce 660m, When I had the 6970m. The agent then told me that after I get the system they will send out a tech to replace the parts that down grade with like or better. I find this to be agreeable despite wait 6 weeks already for the computer,

I get the computer on this past Monday and call Dell to get the part fixed. They send a tech and he replaces the video cards and monitor. When he was doing this he did not clean the heat sink after taking off the 660m (I thought that AMD and NVidia had different heat sinks anyway). He said everything is good and left. I turn the system on. the LED lights for the word ALIENWARE under the monitor is not working, and the system is not registering the video card at all. I call tech support back up and they tell me they are going to have to send another tech out to replace the same part that where just changed and give me 240 watt power supply also as the y sent a 180 watt one. If that does not work I will have to send it for repair again.

I am going on almost two months two different computers two different techs, a depot repair, and still do not have a working computer.

Any thought how I can get this resolved??

Thanks for reading my rant.

 

Lichensoul, I'm an electrical/computer engineer, and I always ask the tech to stick around while we boot the machine to check their repair. If they've remounted heatsinks, then run a game or full-screen video for a couple of minutes to make sure there's no overheating.

After all, if they don't fix your problem, then they've wasted everyone's time and money, including their own.

Hopefully, a Dell employee here will help you. Good luck!

 

I can only give you my experience. I had an R3 that had many problems. After 6 months and 3 engineer visits I asked for a replacement. He asked his supervisor and said it was approved. He then said he would see if the same model/spec was available. He called back within the hour saying that there was not a same or beter model available and I would get a new R4. Woo hoo, at last. I then got a call the next day from someone that wanted to confirm the build was to my acceptance (something obviously missed in your case ). He read it out and it had a better CPU, bigger second HD AND a killer wireless that I never had! Being the honest person I told him and he said, 'it's complimentary for all the problems you have had'. Even offered me a full refund, and I got a new warranty/accidental damage starting from the delivery of the replacement - although I did ask for this as I thought it only fair.

This was in the UK though and I do know for a fact the the service levels vary enormously by country. I was in the US for many years using Dell for corporate purchases and found them to be the best around for laptops.

I do tend to use the 'begging' tactic when dealing with support rather than demanding they provide the service they are supposed to. Being disabled and this machine being my portal to the outside world, I get very good empathy from the Indian helpdesk we here in the UK have to use, and I play on it

Good luck

 

I was glad that they took the responsibility to fix the system. But at least send me a system that works. Again I grow more and more frustrated with the situation, I have had issue before with my other system but nothing to the run around that I fell I am getting here.

 

I am still waiting to hear from the tech to come out and work on the laptop again. I'm starting to worry after looking at the mother board that it might be the board that is the problem considering that the video card and the plug in for the led lights are right by each other just on opposite sides of the board.

 

Tech is coming today I will let you know what happens after he is here.

 

Comp is fixed now tech replaced mobo and Screen everything working great

 

Great news, thanks for the update

 

That's great to hear, I'm glad that this has finally come to an end.

 

Well I guess I spoke to soon. Now the computer had not sound does not recognize the sound card. Ran the diagnostics and the CPU fan comes back with a error. Calling Dell again. Well now the sound is working but the fan needs to be replaced. Getting really Frustrated with all the issues. Sound is not working again, waiting for Dell to call me back.