Warranty almost out, onto 3rd motherboard and still broken :(

I bought my M17xR3 about Sept last year and only took the 1 year warranty, and i'm starting to really regret it now.

The first issue I had was the SPDIF port problem which I initialy worked around by uninstalling the audio drivers and using the generic windows ones, until I realised that this configuration stopped me from getting audio through hdmi.

After a few calls to customer services and a 3 week wait, a technician came out and replaced the motherboard. I was working at the time so my computer illiterate wife dealt with the German tech (we are both english speakers but live in Germany so have big problems with the language barrier)

When I got back from work I turned the computer on only to find a "discrete graphics not detected" message. checked in device manager and in the bios but my 6990m was not there. Next I did a cmos battery drain but still no joy.

I called customer services back and they sent another tech around, who replaced the motherboard, CPU and GPU but then couldn't get the computer to turn on and said the 1st tech may have broken something but his english was not good enough to explain to me what it was.

2 days later while I'm at work, another tech arrives with a new cpu, fits it only to be greeted by a "7 beep" motherboard fault code, so he is coming back on monday with yet another motherboard.

How much more of this should I put up with before I start demanding a replacement? I have had a system that has not worked properly for 8 months, and at the moment does not work at all!!!


* ETA Just read the list of beep codes and I see that 7 beeps is CPU, but the tech told my wife it is the motherboard he is changing on Monday?*

 

Demand replacement now...you have been more than patient. Much more patient then the other guy in the last thread I visited!

Call em up and get loud! I bet with enough gusto you can get a replacement.

 

So your system has been having these issues for 8 months? I would have demanded a replacement about 7 months ago.

Seeing as how this is going to be the 4th time someone has come out, I would call Dell up on Monday and tell them you want a new system. Chances are, if you hound them enough, you'll get what you ask for.

 

Yup, however as the first problem was only the spfid port and I had a workaround for it I wasn't bothered, untill I had to work away for 4 months, didn't have room for a tv in my car so decided to use my laptop as a screen for my ps3. I then realised that without the IDT audio drivers, there is no option for audio in via HDMI. I couldnt go without my laptop for the time I was away and couldn't get a dell tech to come to a military base to repair it so I had to wait till I finished the course I was attending and get it sorted out on my return.

 

You shouldn't have an issue getting a tech to come out to a military base (granted it would depend on the distance the nearest tech is to the base) as you would be able to sponsor them on, or you could have just met the tech somewhere.

Either way, you should definitely give Dell a call on Monday and get yourself a replacement. Chances are you could find yourself getting an R4 in exchange. Good luck.

 

I would do as SkylineLvr suggested. Contact one of the Dell reps who post here in the Forums.

After that many motherboard replacements I would think they would consider your laptop a bad egg so to speak.

 

Well, I just took today off work so I could be here when the tech arrived, but I just got a call to say the motherboard is out of stock!!!!

Going to call dell today and try for a replacement system

Woo hoo, new system approved today, just have to wait and see the spec they offer me, see what free upgrades I can get, then pay to upgrade even more

 

Consider yourself lucky, you'll be getting a solid free upgrade for your troubles.

I'm so glad I purchased a 3 year support agreement for my soon to come R4 because from what I've seen Dell stands behind their products and supports them properly.

Had a cheapo laptop which arrived with faulty touchpad buttons (otherwise perfect) and I got onto Dell phone support and after 10 minutes they organised a tech to come replace the parts on Wednesday. I'm happy I paid $60 to get an extra year with in home service for that laptop.

 

If Dell replaces the unit, they will transfer the balance of the warranty so careful, you might want to extend the warranty or sell it to buy a new unit.

 

I'm definitely going to extend the warranty.

Im just left wondering whether I will get an R3 or R4 in replacement, I can't plan my upgrades till I know

 

extend warranty and look into local lemmon laws

 

Got the spec of my replacement today, my old spec was

M17xR3
i7 2630? @ 2ghz
8gb 1333MHz ram
2x 320gb raid0 hdd
Ati 6990m


My new spec is
Alienware M17x : Standard Base
Processor : Intel Core i7-3610QM (6MB Cache, up to 3.3GHz w/ Turbo Boost 2.0)
Display : 17.3" WideFHD (1920 x 1080) WLED LCD
Camera : Integrated Skype HD Certified FullHD Camera with dual digital microphones
LCD Back Cover : Soft Touch - Nebula Red
Ship Accessory : Western Europe Docs (EN, FR, IT, GER, DUT)
Placemats : Placemats (Eng, Fre, Ger, Ita, Dut)
Resource DVD : Alienware M17x
Memory : 8192MB (2x4096) 1600MHz DDR3 Dual Channel
Hard Drive : 1TB RAID 0 (2x500GB 7,200rpm)
Optical Drive : DVD+/-RW (Read/Write)
Power Cord : UK 250V
Power Supply : Alienware 240W AC Adapter
Battery : Primary 9-cell 93W/HR LI-ION
Graphics : 2GB GDDR5 AMD Radeon HD 7970M
Sound Card : Creative Sound Blaster Recon3Di with THX TruStudio Pro Software
Wireless : Killer Wireless-N 1103
Keyboard : Internal UK/Irish Qwerty Keyboard
Operating System : English Windows 7 SP1 Home Premium

 

Hello, I just want to get in here real quick. If your warranty is due 6/30/2012 and you had an issue today. The issue is covered under warranty, meaning that we need to fix it since it happened inside the warranty period(even if it takes us up to 7/30/2012).
Please if you have questions let me know, I just though I cleared that out.

 

All sorted anyway mate, replacement en route and my warranty is being extended by 12 months

 

Awesome! Great that worked out!

 

Hello Mr Frank,

I suppose you are from allienware tech if i am not mistaken?
I'm living in Spain, I am also at a difficulty with the language, i had my gf call dell and send a tech to replace my motherboard, as last week i shutdown my m17x, waited for 20 min with the windows is shutting down screen, went to the beach for 2-3 hours came back still shutting down so i unplugged the battery/cable. next morning nothing worked, no fans no leds/ no post DEAD, tried forum tips to power drain, hold Fn key as dell tech said so a tech came and replaced the motherboard with a refurbished one, i was unhappy with this at first but if it worked whatever. After assembling the system it powered on to show a charger error f1 key, looked around back it was plugged in and the power jack was moving with the wire like crazy i'm not exaggerating 2-3 cm movement even the tech was amazed. The tech called dell to ask them to send another mobo, 3-4 days ago changed it still a little movement around back, 2/ 10 plug in cord results with incorrect power adapter and f1 screen or plugged in not charging. Now for the real problems with this other refurbished board:
- 2 Bsod's in 3 days, 1 complete Freeze while idle sound stutter/caps lock etc nothing worked had to unplug battery/charger. The system will not power on from S3 (sleep) or if i shutdown and unplug it from power supply when i start it 1st time from sleep / OFF i need to unplug battery and cable and hold 20 sec power button for it to start. This is an outrage what are these refurbished boards? from the dumpster why are they not even looked at if all is good? I have 4 months warranty left what am i supposed to do now? buy a new Motherboard on ebay? As witnessing 2 surgery's on my laptop i could probably change it myself this time around.

** And the other problem which i swear i did not notice before since this last motherboard 2-3 days ago while i am on the system plugged in or on battery, the caps lock/num lock/ scrll lock lights, differ in brightness ON-on-lower on ->on -> ON. like playing with a light builb on different voltages. very strange as other leds stay bright as normal. **

I wish i could speak with in english with a tech to explain everything as i am a unable to speak fluently in Spanish I will not except another refurbished mobo after what i have been through these past 2 weeks, either a new motherboard or a replacement system and hopefully a replacement system will not come refurbished scratched etc, as this system in 2 years still has the screen guard and not a single scratch + kept it on a cooler / desk since bought. Dunno why the hell the motherboard died in the 1st place.
Thank you and sorry for this novel

My M17x config:
i7 Q740, 8 GB ram
2 x 512 gb 7200 rpm hdd (took one out and have a ssd 120GB, fr over a year tho).
8gb ram ddr3
2x 5870 crossfire
240w power supply (Which never gave me an error on first mobo before dying so i do not think problems are related)

 

It may be though to get to you on Spain, but I may be able to do something. Our timezone is MST and I started shift at 8am so I've still got plenty of time today.

Send us an email: [email protected], include your service tag, a permalink to this post, and a number I can call you at. I'll be glad to help you sort this out

 

you got a much better computer in exchange...sorry to hear of your headaches the last 8 months...but i think dell did you good this time around

 

I know, I have never experienced a company with such good warranty support!!!!!!!!!

Now, if only Alfa Romeo would upgrade my 159 to a Ti spec on my next warranty issue!!!!!!!!!!!!!!!

 

I sent an e-mail yesterday, i am still waiting for a reply.
Thank you.