service call on m17x r3

Some background on the issues:

1. Interval Timer error on Boot Diagnostics
2. Rarely 7 beeps on startup but only on battery
3. WLAN error messages in windows
4. Hard crash where all power shuts off, random time 5 minutes to days between occurrences

Called dell and they are sending a service tech to replace the following:

1. Motherboard
2. Video Card
3. Wireless Card

My question is does replacing this type of stuff usually go smoothly and have a high success rate? I am worried they will go through all this and I will still have a dud and then what happens??

 

I would say no, with my tech visit my technician didn't even know how to correctly open my machine. So be prepared for anything and I'd advise watching the technician closely.

 

I agree with this statement. While this is not always the case, dispatched techs work for third party companies (from your area) and are not necessarily trained to service these systems.
Allow me to also add that you should check everything works BEFORE the tech leaves so in case there are still issues with your system, he can call and possibly schedule another intervention.

 

Cool, thanks for the advice guys. I was planning to watch him like a hawk anyways.

 

I've had four techs come out in the past six months and two out of four of those techs left the machine in worst shape then before they arrived.

 

Guess it's luck of the draw. I have a great local engineer (Unisys I believe), when I had a call to replace the LCD on my R4 he said how much easier it was than the R3 and he knew where all the screws were without looking at a manual . Wow, he knew his stuff. And the advice I got from Dell HQ in TX was to always watch closely and even take pics as he goes along, which I did on the first service call to replace my vid card.

Good luck, seems to have higher success rates than sending it to the depot but is very country dependent

 

It is hit and miss on the Tech's some are great. Just remember if he makes it worse or can't fix it Delaware will make it right. Hope it gets fixed but when things don't go right they will replace it. So keep cool hope for the best but remember you have a warranty for a reason, good luck.

 

Absolutely correct. Because most techs, don't know half of what they are doing. Worse comes to worse do it yourself. As in the repair.

As in your case, Dell will make it right after a hassle most users won't bother with the extensive process of getting what they deserve.

 

So not much to update. The tech was supposed to come out Thursday or Friday, I got a call Thursday night that they had problems sourcing a new video card 580M and that they think they found one. I was told the tech would call Friday or Saturday (if local tech does Saturday service) but I did not hear from him. So here we are Monday and I am looking at the parts dispatch on dell support site and I still have no shipping information. I am going to call back tonight and see how things are progressing.

 

Wow seems your on a road to a replacement. They are starting off on the wrong foot. When you call them say you want it serviced or replaced that this merry go round on parts must stop. But be nice about it.

 

There seems to be a backorder on that specific video card, let us know any updates.

 

Yea, I called back Monday night, the 12th to inquire about the service call. The Tech on the phone said the part was hard to find but they had one for me and I should receive a call yesterday to schedule service.. I received no call yesterday. I am thinking about calling again tonight to see whats up. If I have a tracking number for parts dispatch should that show an update when the parts are shipped to the tech? Right now it still says next day service, with no shipping info, and the last update was from 8/4.

How long would you suggest i let this slipping of service dates slide, and do I really have any choice?

 

Yes you have a choice, you can call or email Dell Corp. and explain how many times this has been delayed. You can call Tech Support and ask to speak to a manager. You can say you want to escalate your status and need a resolution on the matter that you have been told there is a part for you you want a tracking number. If you go to your account info at Dell Support it will show status and any parts order or shipped there.

 

Update Time!

I had all my info pulled up last night and the phone in my hand to call Dell. Before I dialed my other phone rang and it was a Alienware rep!

They said it was going to be minimum 20 days to get a new 580m and that was not acceptable. They offered to switch my card to a AMD 6990 (i think), I had done my research and thankfully was able to tell the rep that since I have a 3d screen only the 580m was compatible.

Rep put me on hold for a few minutes to talk to her manager...

Comes back: Good news, my manager has agreed to build you a brand new m17 and I will make sure it has at 3d screen and at a min'mum will be on par or better than your current laptop!

I was in shock, can't believe it!

 

Fantastic news!! I was the same (shocked) when I got my offer of a new model (R4 for an R3) and even questioned why it was so much better in other areas, CPU,HDD, killer Card. 'No problem sir, you have been very patient and we wanted to make sure you were a happy customer'. Happy... happy?? More dumbstruck and in shock!

You got exactly what you deserve. They can't find the part so a new one is in order. I will be very interested when they send you the config for approval (if they follow the same procedure as they did for me). I'm willing to bet you get a 780m since that is the standard build for the 3D and possibly a bigger drive config

Enjoy, I'm sure you will have many happy hours of fun with the new 'toy'!

 

I checked the new Alienwares and actually they are putting the 770m in now with the 3D i think because they are out of 780m's.

 

Shame . You might want to do a little research on the 770m. NV play the numbers game like everyone else, so a bigger number could simply be a re badged earlier, slower card than you had

 

WOW! good deal glade to hear, you are one happy camper. Now name another company that would do that just one.:thumbsup:

 

The 770M is a good card, it's about 60% faster than a 580M on 3DMark11 GPU score (5000 points on GPU score), so it's a pretty good deal the OP looks like he's going to get.

 

Thanks, I was being a little lazy there

 

Yep. 765 is "comparable" with the 580, though I'm not sure if it's 3d capable or not, while I know the 770 is. I think. Maybe. Perhaps.

 

I believe all NV cards have been 3D capable for some years, just how well is the unknown...

 

So my update today is I noticed I have a build in progress but they never called to confirm. I am happy with the specs i am seeing on the order on my account so I guess I will just wait for it to arrive.

 

Well that's some good news . Shouldn't be too long now. Let us know what you think of it when it arrives....

 

Got my replacement laptop today. It is a thing of beauty and the specs are above and beyond I would have ever asked for! Dell has earned a customer for life.
New Computer, Alienware 17 3d, i7-4930mx, GTX780m, 256GB SSD, 750 GB HDD, 16 GB RAM.

 

That's great news, as is often the case, they get there in the end. Did you get fresh warranty as well?

 

no i need to call them today to see if they will reset it. I also am goingt o see how much a 4 year warranty would be for this beast, online it quoted me 2 grand =O

 

All the new replacements I have seen have come with the standard 1 year of on-site. If they sent you an invoice with the parts listed you should see it there but let us know how it goes

 

Wow, that's brilliant news, and also a fantastic machine! No wonder you're pleased! I bet that will irk a few people who got equal or lesser (think I read that somewhere) replacements, but that's not your fault, that's Dell's for having an inconsistent replacement policy sometimes. Excellent news, hope you enjoy it!

 

Holy man...lucky, that is quite the replacement! Congrats and enjoy your shiny new toy

 

Wow!!! And I thought that I had a good deal on my replacement....