Tons of problems with my M17X-R3

I've had a history of problems with Alienware products. First was my M14X-R1 which needed a mobo replacement 6 months after getting it. I had that repaired and sold it off to get an R3, hoping I just got unlucky with the M14X. However, I am experiencing 5x more problems with my R3.

Some of the problems I just shrugged off because it didn't bother me THAT much but now it is getting to the point where it's just ridiculous. Here's my list of problems.

-580M Throttle (I re-pasted+removed 77C throttle but it still throttles)

-Random BSODS "Driver_Power_Failure" when Optimus is Enabled (I disabled it)


and now, randomly...

-Computer locks up with a white screen and restarts. Sometimes it will reboot and restart continuously 2-6 times before getting "stable". Even then, I fear to even load up a game of League of Legends because I fear my laptop will freeze up and reboot.

This is freaking ridiculous, I paid over $2000 for this and the string of problems just grows worse and worse. I have Complete Care and have tried to avoid calling them as I hate dealing with them but all these problems combined have left my laptop basically useless and leaves me no choice but to call them.

So pissed off, never getting another Alienware after this again.

 

How did you try to remove the 77c throttle? There is no way to really remove the 77c throttle, if I know what you have tried I can point you in the right direction.

This is my guide on the issue: http://forum.notebookreview.com/ali...e-fixing-m17x-r3-580m-thermal-throttling.html

The BSODS are a common 580m failing sign.

The lock-ups and white screens are also a common 580m failing sign.

Short version, 580m is probably failing, it can and does happen to all brands, call and get in-home service to replace it.

 

So the problem has escalated even further as I type this. With the AC adapter connected, the computer will boot into Windows and immediately white screen and enter a loop of the same thing over and over again. I have called Alienware and I must note the representative I talked to was extremely rude. After telling him about my problem and diagnosing it, he suggested that an in-home service would NOT be possible as the problem could be anything from the LCD, the mobo, video card, etc...and I would have to send it into the depot.

I have 3 Years left on COMPLETE CARE on this laptop and they refuse to give me in-home service. Never buying another Alienware product again and I cannot recommend this brand to anyone that I know. Sorry Alienware. You have failed me.

 

You need to disable whatever bios mods you have that allowed you to disable Optimus. Then go into the Device Manager and disable the 580m card. My guess is your system will be fully stable at that point running off the Intel. If not try disabling the 580m through the bios, or even yanking the card (never tell the techs you opened the system of messed with the bios though). What is confusing the techs is the whole whitescreen, which should never happen on a non-modified Optimus system since the Intel will take over.

If you can get the system stable by disabling the 580m then call back in, explain that it is clearly your 580m, ask for a mobo, 580m, and the 580m heatsink package (you must get the full heatsink package to get the backplate). If you insist they will do in-home service. Replace the 580m first, if that doesn't solve it the mobo is your backup, they might insist on depot if the first repair doesn't work so you want to always have a backup plan. You could also try PMing the reps on this forum, or using the Dell Social Media contacts.

 

I just got off the phone with the rude Alienware rep as I stated above. At this point, if I really do need a mobo/GPU replacement, I would rather just send it into the depot as I am not comfortable tearing down the entire system. The GPU by itself is simple enough but not an entire mobo. They are sending a box tomorrow.

They said I should be able to get my computer back by next Monday/Tuesday, which isn't completely unreasonable. Will have to put in my stock parts, however.

I had the modified A08 BIOS on it before, which was how I was able to turn off the IGP. I just updated to A10 but the IGP is still disabled. Should I reinstall the modified A08 and re-enable it and then update to A10? Also, do I need to include the AC adapter in the box before shipping it to the depot?

What can I expect?

 

I am not sure how you should re-enable it. You could try popping the CMOS battery out, or maybe use the reset to defaults in the bios.

You don't need to include AC adapter or hard drives.

Well, I hope yours goes well, I have had bad experiences with depot service. With depot you just send it in and pray they send it back undamaged, with the right parts, and working. I like in-home so I can make sure things are done right, carefully, etc.

The other thing to be aware of is that sometimes these video cards are out of stock. I don't know if your rep checked, but last I heard the 580m was out of stock until the middle of this month. If they do not have them in-stock at the depot then you could be in for a wait (my depot service took 3 weeks for what was supposed to be a 5-day express service because the video card was back ordered).

If you manage to get the Intel re-enabled and your system is stable with the 580m disabled then I would still push for in-home. You can continue to have your computer and you are not at the mercy of the depot.

 

Is there anyway to convince them that it indeed is the video card without having to go through all of their ridiculous diagnostics?

 

Yea, get the Intel working and disable the 580m like I said. If the machine is stable with the 580m disabled then all they will try is updating the bios, if your already on A10 then they will just send you the stuff.

 

Have another rep on the line...he's telling me the depot is the best procedure/option available. Obviously I am pushing for in-home service and told him that the system is stable with Intel graphics but he has placed me on hold while he talks with the 1st representative (the rude one) that pushed for depot service.

Will update.

 

you can also try talking to some of the alienware forum reps that are here around NBR. They will help straighten this all out. The Phone people are the lower level techs, so if you get stonewalled by them, try to talk to a supervisor and they should be more helpful. hope you get this all straightened out.

 

Aight, just remember to tell them to send the mobo, card, and heatsink assembly like I said. If you don't get the heatsink assembly you can't install the card, and if the card doesn't fix it the tech will need to do the mobo. Just tell them if this doesn't fix it you will do the depot then, but that you need your computer and you don't like depot service so you want to try in-home first.

 

Just got off the phone with the 2nd rep. He also refused to send a tech with the video card as he said Dell's commitment to the customer is to solve the problem in one call (yeah right!). I then bring up the issue of the 580M being on back-order and voiced that I need this laptop for college and I can't be sitting around without a laptop while I wait for the card to get back in-stock. He tells me that the 580M is on backorder for REPLACEMENT but is in stock for depot service (um...not sure if this is a lie or not?).

In any case, I guess I'll have to send it to the depot.

So far, before the laptop has even gone to the depot, I am very disappointed with Alienware. I think disappointed would be an understatement.

The last thing he told me to give me some "reassurance" was if the card isn't in stock, they'll set up an exchange/replacement for me. Let's see if they hold their word to that.

 

The depot and in-home service do have different stock, so what he says is technically possible. The fact that the card is out of stock is probably why they are forcing depot, they did that to me about a year ago which was when I had my really bad depot experience. In my case the card was out of stock at the depot even though they thought it was in-stock, but hopefully yours goes smoother.

Anyway, hope it all goes well, you should update this thread as you go along, I will be interested to hear your depot experience.

 

Hope everything goes well, I just want a fully working laptop. I will keep updating this thread as I move along. The box should be coming tomorrow in which case I will pack it up and take/post pictures.

 

If the box and packaging is not up to par, I recommend packaging it yourself. Sometimes these boxes are generic and your laptop won't fit in it well.

 

my alien has been to the depot 3 times and they have at least been competent enough to send the proper box.

 

I went through the same issues about a month ago Coolblue and yes 100% the 580m was on backorder at the time. What they did and I thought was reasonable was send me a 560m in the meantime as I wait for the part to be available and when the 580m did come available it would be sent out with the tech and ontop of it extend my warranty for the period of time I had waited for the part.

Because it was such a hassle and they actually mailed me twice the wrong card and wasted my time and thier own time with Unisys they extended my warranty for 3 months.

 

Hey guys, so my laptop just arrived at the depot today and the status says the estimated return is Tuesday the 18th. In your experience with their depot, is this ETA correct? Also, is this the date they ship or the date that it will actually get to me?

Thanks!

 

wow that alot of trouble to get service. I've always refused depot service and told them I got this laptop with warranty for in-home service & always stressed that to dell, although I live in canada not sure why they would deny you of service that you paid for.

When I had my M15x they had to replace the motherboard, gfx card, cpu , memory about 4 different times and was so frustrated and demanded a replacement and that's what they gave me.

its really sad to see how tech support is falling down the drain, and its just he few techs out there that give dell/alienware a bad rep.

sorry for the long reply, I do feel for you because I was in the same situation.

I hope it comes back in great working order and promptly back to you.

 

Tell me how you disabled optimus

 

you disable it by running an unlocked bios and then turning off the Integrated GPU.

 

My status was updated to "Begin Repair" and my "Return Estimate" was bumped up to today, Friday the 14th! Does that mean that repairs will finish today and it will be overnighted to me and perhaps I might see it tomorrow (Saturday)?

In your experience, are the return estimates accurate?

 

If it has begun repair early in the day then it will ship today, the repair should only take a few hours max. I doubt they purchase Saturday delivery so most likely you will get it Monday.

 

Awesome! Will the online site state what parts were replaced or will that only be reserved on a piece of paper in the return box?

 

I'm a bit nervous to receive it back actually. On the information slip that was provided in the box, it asked what was wrong with the laptop and how one would emulate that problem. I tried to describe the problems and what caused them as best as I could but the white screens were, although occurring often, happened so randomly that it makes me wonder if they'll be able to emulate it. If they can't, I wonder if they will even bother replacing the video card. Ah...the wait is killing me.

 

I think once the status changes after the repair is finished you can see what was replaced. They almost always replace parts that were talked about on the call. Since the tech guy justified the depot with the fact that the 580m was out of stock then they should replace it for sure.

 

Depends on the tech. The first time they never completely fixed my machine, but the second time It went in they replaced a heck of a lot more stuff. Guess it all comes down to luck and if you have a decent tech working on your machine or not.

Sent from my Samsung Galaxy S2 running Resurrection Remix

 

My laptop is being shipped back to me and should be here on Monday, pretty quick!

These were the parts that were replaced:

5VYM9 - Board
3MF8R - Board

I looked up the part numbers on google and it seems the 1st is the motherboard, can't find what the 2nd number is, can anyone help out? I don't think they changed out the video card which means I am still stuck with a broken laptop most likely =/

EDIT: I googled 3MF8R and it is indeed the part reference number for the 580M, yes! So they replaced both my mobo and video card. Theoretically, I should be good to go correct? No more BSODS and white screens of death?

 

That was a real quick turn around.

 

sounds like it. Glad Dell took care of you.

 

I hope it works out for you man. I am currently dealing with a freakishly similar scenario however I'm a few days ahead of you. Received my laptop back with new mobo and 580 and I'm still have the same issues. Driver power failure etc. Gl man keep this updated when you get it back!

 

Man they replaced your 580M and mobo and it still has problems? What else could it be ?! Man this is making me nervous.

 

Make sure windows is fully updated. Otherwise, I would question if they actually replaced the 580m or if perhaps the refurb they used already had issues. I have never had these problems persist through a 580m replacement.