Serious concerns with my M17x R3. Unreliable.

I bought an Alienware M17x R3 from the Dell UK Outlet in September. Since then the GTX 580m graphics card has died twice, the second time just this week. Called Dell tech support, who concurred that the card is on its death bed (BCCode: 117). Was expecting a call from the engineer today (to arrange their visit), but instead I got a call from Dell saying they don't actually have the part in stock, so I'll have to wait for that to happen before anything can get done. So, for a second time I have a broken laptop, and this time don't even know when it'll get fixed.

Suffice it to say I'm concerned. Seems I've spent hard earned money on a computer that can't stop breaking, despite being looked after very well. I use Dell's own up-to-date BIOS and drivers, don't overclock anything, and use a top-notch cooling stand to keep everything cool. I've never seen the GPU go above 65'C. Before the M17x I had a Song VAIO SZ1XP, which in 6 years didn't have a single hardware failure. Surely this shouldn't be happening right? Are these Alienware laptops really so unreliable, or is it just me? Right now it's hard not to conclude that the computer Dell sold me is a dud, for one reason or another.

Anyway, I'm currently considering my options. I could ride out the warranty (which lasts until this September) and see how it goes, but looking at this unit's track record, I'm really starting to think Dell sold me is a dud, and should replace the entire system. Do I have any grounds to ask for that? At the end of the day, I don't want September to come and go, and be stuck with faulty comptuer that'll cost me a small fortune to keep running. I expect more from an Alienware system. What should I do? What would you do?

 

From what I've seen there have been cases where Dell do replace the laptop, Ive seen a r3 replaced with the r4 i think.

Unfortunately hardware will fail and i guess you've just been unlucky.

I would persevere with calling them and pestering them, talking to the manager of the support service might be worthwhile, make sure you call the alienware line vs the dell line as well. I have the r4 and its been fine for me, no hardware problems just a few software problems.

 

If you're going to ask for a replacement, might as well wait for the r5 and 780m - though I think Dell's policy is 3 replacements of a part, and then a full computer replacement. In any case, I am sorry for the issues you've had (and I know how annoying they are; I'm not even sure what motherboard replacement number I'm on), and wish you luck with getting a replacement/upgrade! (It's what I'm hoping for, too, as mine just started blackscreening again)

 

I had my R3 replaced with an R4. After two 580 failures it started to lockup with a loud buzzing. They wanted to replace the MB at that point. I asked for and got a replacement. Now, where did my old machine go after returning - the outlet of course - where all returns go (after refurbishment) so an outlet machine IMO is a real dice roll and the dell warranty is the saving grace.

Dell have no requirement on their part to replace after 3 engineer visits, they just often do this simply to stop throwing money at a continuing fault. After the 3 engineer visits the engineer you call can, at his discretion, escalate the issue for a replacement request. This decision can be taken right away if the guy gets to talk to his supervisor. BUT if there is a configuration the same or better than yours in the outlet they can send another refurb - a new one is only if they cannot locate one the same.

That R3 was no end of problems and this R4 has been solid for nearly a year now - I just renewed the warranty, seen too many people having serious issues just after it expires

Good Luck!

 

I am in a process of getting new R4 after my R3 had 6990M died twice. So my advice to you is this write and call them as often as you can and ask them to extend your warranty for the time your GPU was dead.

PS. Sorry for my poor English.

 

Good point bolko7, I got a fresh warranty with my replacement