Video Card failure?

Since I am within my 21 day return policy, I figured I would run dell's AlienAutopsy on dells website for troubleshooting. With no overclocks and nothing running, the "Primary surface test" under video card keeps failing. Why is this?

 

If you want more diagnostics, reboot and hit F11 to run the system tests & diagnostics. IMHO, Failing a surface test on a GPU is a good enough reason to send the machine back, no questions asked.

 

Well, Alienware tech support just told me I need to have it replaced. What are the chances they will upgrade to a more upgraded laptop due to this?

 

I doubt you would get "upgraded" at all. You'll get a replacement part of equal specs to your own, unless they are out of stock, then you will get the next one up.

 

Hmm, they'll replace you gfx card 1st. If that doesn't solve the problem, then you can push for an upgrade. Don't let them con you into depot service. If replacing the gfx card doesn't fix it they will probably want depot service in order to replace the MB & stuff. But since its a brand new laptop, you can give 'em hell for an upgrade.

 

I really don't understand the whole concept of getting a free upgrade because you may have a bad part in your system. You paid for a specific system, therefore, your replacement parts will be exactly the same for that system. Now if they are out of stock of whatever you need replaced, then they will give you the next best thing.

If you buy a car and the engine goes out, do you then demand an upgrade to a V8 from your V6?

 

I agree definately on the upgrade concept...why should they give you an upgrade because something broke? However, I do think that they shold REPLACE the whole computer if something goes wrong within 60 days...none of this 21 day BS. You shouldnt have to have some dude come out and put a potentially refurbished part in your comp (heck or even a brand new part!) when its less than 60 days old. Demand that they send you a completely new computer...if you have to, go through the return process. However...dont be "that guy" who demands that you get a Ferrari because your Corvette broke down.

 

Hey man, sorry to hear about your problem, I think I saw a video on youtube of a guy with a failed 7970m... I agree with everyone saying that asking for upgrades is just not done.. unless its a very small one and you have been through a LOT of trouble with customer service haha.

My advice is, call in and have them replace it, but if anything, explain that you should be allowed to keep your laptop until you receive the replacement. Its only fair that you have something to tinker around with until then; tell them you absolutely must have a laptop and will ship them the broken one when you get the replacement.

Equipment fails sometimes, some people are lucky and some not as much.. I've had my own bad experiences with cellphones for example. But asking nicely for support from customer service, being detailed, informative and accurate about the issue via emails and over the phone, trying to go through your rep (at least initially, so you have a reference) if you can; all this goes a long way into making the process that much easier and smoother. Communication is the key

All those people shouting at customer service and being nasty about their problems are shouting at workers who hear people whine and complain for every working hour... how would that motivate them to help? A nice voice on the line, who is clear and concise and open to accommodations on the other hand is such a nice change and they will be willing to help you out.

Sorry I went on a rant, I just find the upgrade demanding policy unfair ... agreed it is inconvenient getting equipment that doesn't work, but sometimes it just happens. Every company fails here.. just gotta suck it up and as long as it works out, hey its all smiles I hope you resolve your issue successfully and keep us posted on how everything goes

 

After the horrible service I just got from alienware, I am returning the system.

 

do explain and define horrible, what happend or did not happen?

 

My options were wait about 3 weeks for a new system, or get a refurbished m17x. I wanted to upgrade to the m18x with crossfire 7970s and I would pay the difference. They REFUSED to do anything other than the refurb or 3 week replacement. Paid $2300 for a broken computer, no thanks. Alienware is not the quality I thought it would be.

 

Why not wait three weeks for the new system? That is the typical lead time. I think that is pretty damn good customer service.

 

Think what you want, I needed a computer for school. And after hours upon hours of being hung up on and ran around in circles, I am done. Why should I want 3 weeks more after I paid an absurd amount of money for apparently one of the best computers I can get because it arrived faulty? Close and delete thread.

 

3 weeks, ask for priority build and fast shipping, that can be done, had a swap in 4 days when my m1710 died and i recieved an r2

 

If I got this bad service and that frustrated throughout my entire dell experience, I don't even want the replacement system anymore. UPS already has the defective system.

 

That's just bad luck bro! Sorry that you had to go through all that Soundedtrack!

usually, they will offer you some cash back if you want to keep your laptop and for the trouble

 

it sucks but it happens, my r4 died within a week too and took 5 days before repair (tomorrow.)
ask for the priority build and shipping, or refund and buy something else.
hard to fine nice spec hardware for reasonble price.
good luck m8!

 

Wow that sucks. When my XPS M1710 died, they had a replacement R2 to me by the end of the week. Provided I still had to have a tech come replace the optical drive (it came defective), and install a bluetooth card (it didn't come with one for some reason). But for their warranty customers, AW/Dell will go to great lengths to get them a working system.

 

What bothers me the most is we are spending A LOT of money for these Alienware laptops, and they come BROKEN? I thought the build quality was MUCH better on these laptops.

 

You'd think that right? For $2000 the laptop had better work right out of the box.

 

Sorry, but I call this thread FUD or a case of SBS (Spoiled Brat Syndrome). You want special treatment on your warranty? Pay for the onsite service, nuff said. The type of warranties you buy will make the difference in the type of treatment you get from Dell. Also make sure you're speaking with the reps from Costa Rica, not India. I've had two defective components in my M17x, a high-dot pixel in my LCD and a failed graphics card. Both were replaced within 48 hours of me making the call.

But as you said, you are within the 21 day grace period. Return it and go get a Sager if you so wish. Bear in mind that the majority of the MXM cards you see in Dell/Alienware, Sager, Eurocom, etc. all come from the same place.

 

When you pay a premium price for a premium laptop, it SHOULD WORK when you get it. I shouldn't HAVE to pay for an extra warranty to get the laptop to work, it should right out of the box!

 

I tend to agree. When I spent $30k on a brand new truck, I expected everything to work. When the battery went dead within a year, Toyota replaced it no questions asked. I do agree with livid, though. I wouldn't ask for an upgrade to an m18x. Alienware offering a new replacement m17x was appropriate. The lead time on getting a new machine is way too long (should be delivered in 2 weeks tops), you should have been put on a rush order.

 

I have had several MacBook Pros which have been defective right out of the box. It's only bound to happen with 100s or thousands of these laptops coming off the assembly line.

If you truly want resolution, or are unsatisfied with a replacement, email the board of directors at Dell. That is how I finally had my issues resolved going this route. Yes, they should be perfect out of the box, but the fact of the matter is almost any product (even a newly built home) can have issues.

 

[email protected]

 

I don't see why a new system is needed if only his GPU is defective. If it leads to being more than just a GPU. Let's say his motherboard is faulty which lead to the GPU going out, which might mean his CPU may go out in the near future. Then yes, he should get a new system. But if it's just a GPU, then just replace the damn GPU. End of story. If he has the 7970M, chances are, it's going to be a brand new GPU instead of a refurb. Since he never mentioned it (may have missed the post if he did), I'm assuming he's got the 7970M.

Your battery went out in your truck, did you get a brand new truck, or just a new battery? If you got a new truck, then I'm sure it was just more than a bad battery.

 

New battery! Toyota replaced the battery, not the truck. And that is my point. I wouldn't expect Dell to offer a replacement on the whole system, just the GPU. But they offered a new system for replacement. I don't understand why anyone would ask for an upgrade when Dell offers to replace the defective system with another brand new one.

 

Ok, I get your point now. I agree with you also. I would have accepted a GPU replacement. If they offered a new system, I would jump on it.

To the OP, if you want an M18X now, why didn't you just purchase one in the first place?

 

Sorry, but that's an ignorant comment to be making. The chances of getting a notebook with defects is something that always needs to be taken into consideration. It doesn't matter if it's Alienware, Asus, Sager, Eurocom, MSI, there is always going to be a problem with it at some point of it's life. I got my onsite warranty because I refused to send the machine back for service. I can't afford to be down for three weeks.

With the vehicle analogy, most manufacturers offer road side assistance to fix small issues with a vehicle. They work it into the retail price of the vehicle.

 

My point with my truck is Toyota replaced the battery and not the truck. That's the warranty, to replace the defective parts and resolve the issues. I've never seen a dealer replace a vehicle because of one or more problems.