Alienware Representatives in this forum please read! Alienware Frank? Steve?

Wanted to order my M15x today, saw the ship date on the very end of april, so my question is Alienware frank or alienware steve or anyone from alienware whos on this forums is ... If I order the system today and it ships in the beginning of may, will it still have the downclocking/cooling/gpu + fan not n sync problems?

Thanks, Just needed an answer before I actually order the thing.

 

as of two weeks ago or so, m15x's are shipping from the factory with the BIOS update.

 

lol @ thinking they are going to say "yes it will have the problems" , they dont come on here to often anyway. dont worry man just order it. only several out of many m15x owners on theese forums have the issue after the new bios.

 

Yeah, there's certainly no guarantee that the 8800 issues are resolved, but you can, at the very least, rest assured that you'll get a system with certain measures taken to fix it. or you could order the 8600 or 8700 if you don't need the highest performance possible, and you want to avoid the headache alltogether.

 

Take a chance, the worse that happens is you get one of the duds out there like mine.

 

i quote Foxwoods "take a chance make it happen"

lol depends on what u want i mean if u MUST have a 15 inch notebook and u want gaming than id say go for it but if you could live with a 17 inch then look at sagers.

As far as i know the duds are out there but the chances are better u wont get one.

 

But isn't there a better chance that the new systems coming out are going to be checked or even have better parts? I mean thats the reasons why the ship dates have been pushed back to 4-5 weeks or longer? So I figure maybe they are trying to sort out the problems out? I mean they can't possibly keep selling the systems if the problems are still present with the new bios?

 

200 point inspection is a total joke. when i recieved my m9750 the service cover was not snapped on properly and the thing came with a defective sound system that caused rattle at high volume levels. they probably only do a quick visual inspection and test to make sure the system boots into bios, if that.

 

i want to order it too, but the problem mention kept me for ordering

 

Well at least the new case seems not to have the gap over the ethernet port.. We've only got that from 1 NBR member.. Anyone else receiving it soon want to re-confirm that ?
Hope it's not a one-time thing

 

lol what a thread...anyways just got mine today and no gap over the e-port and so far no downclocking but yet to stress it longer than 2 hours with crysis. I will put up some pics some time this week when I get time!
-jb

 

JBthatsme can you post here and let us know how your new systems is performing? And did it come with the new bios? I know u just got ur system only like a week and a half after the fix so would be really good if u let us know what happens, would really appreciate it

 

All of the NBR members that received their m15xs in the last 2 weeks have got the x30 Bios already..
And now we have rEvErSeDaMaGe to add to the list of users without the ethernet port gap.. Here's his review with lots of pics (+rep him ppol !!)

 

another small problem that so far has affected 2 people in the uk is
the AW logo at the bottom of the screen does not light up. ok this is only a small problem but how did it get past the 200 point check.

 

emailed the aw tech guys personally and linked them to this thread, lets hope they pop up, want to order my system by today

 

I wanted to order and replace my actual notebook (that now works fine, but after almost 3months @RMA... I don't love it anymore).

all these issues make me decide to keep mine and don't order a new m15x. moreover there is too much time to wait for a system, and maybe you will wait more that the ESD. what a shame

 

Guys, don't think Alienware is reading this forum anymore. They've posted their "official" answer (you can tell as they all have a sober tone and boring, pre-written answers).

 

firstn20,

We are carefully inspecting all our units for the downclocking issue in combination with the current BIOS fix that has been released. You Should not experience this issue. However, if there are any issues with your system, be it downclocking or otherwise, we will be more than happy to assist you.

 

Sorry about the boring part. I can't do anything about "sober", I'd like to keep my job. =)

 

I have to disagree with this attitude. For the record I do have some downclocking issues post bios fix as well so I am FAR from being biased or saying this as a non-owner or someone not affected. I am also not completely pleased with AW.

However, I think it is great that they are on the forums, even if it is motivated by damage control. I don't understand why people don't think AW is a business. You know how many people invest in much greater purchases and get the shaft due to manufacturing defects (99 mustang cobra overrated horsepower, Apple iphone, 1st gen ipod nano, etc) and numerous other causes?

AW is a business and if they run a good business they will work hard to fix the issues at hand. But don't think for a second that they are going to not have canned responses or respond to every single request or post from every single affected forum member. They do have to save integrity as a company without compromising their jobs, and or future business.

Its the brash tone that some members take even in the help from AW members that upsets me. When there have been legit issues (lighting, downclocking) AW has responded in a timely manner. That is impressive in and of itself. Hopefully they continue to work on giving a better experience to early adopters of the m15x. Time will tell and I don't think its fair to jump to conclusions just yet. peace.

 

I want to see some real activity here, not just some posts. Alienware has the money to pay people to visit these forums and take a look at people's posts and give proper answers to anyone's questions.
What would actually be impressive is for Alienware to actually fix all the problems the M15x has, not just writing some typical, business ass saving like, posts. This is what I think and this is how I stand in this matter.
What is a good thing is the fact that someone is actually posting and reading some posts. But there is always room for improvement. I don't mean to offend anyone working for Alienware, but the company isn't doing enough.

 

agreed.. i had a rant but gave up on it simply put: alienware stepped up when there was negative publicity on the tech sites, then when that went away, so largely did alienware.

 

FWIW, I ran the FurMark app full screen 1440x900 for over 8 hours last night on my m15x (received 3/29/08) - no downclocking at all. RivaTuner says it peaked at 102 degrees, but it never downclocked, and to be honest, the system did not feel that much hotter than normal. I'm satisfied my unit does not have the downclocking issue. I also was the one who reported no gap over the ethernet port on my unit either.

N

 

I'd be worried about that 102° peak, normally it shouldn't go there but the rest is great news .

 

That's exactly how my system's behaving. I'm glad it's not downclocking, but I doubt that chip can handle that temp without eventually failing. I believe it's greater than the chip's temp spec.

Also, my system doesn't have the gap over the ethernet port, either.

 

that program stresses the GPU very hard! more than a game I think! I have a 8600M GT, when gaming I have a peak of 84°, but when the final step of the fan starts, the temperature go below 80°, and in parts of games the fan goes a step back.
with furmark the temperature continue to raise even when the last step of the fan attach, and go up to 86-88° (in game I have 78-80° with fan fully on)

 

Well I have spoken with countless people from AW. From technical support to cancelation gurus. All I can sayis that, I have wasted a fair amount of MY time dealing with AW and my system is still sitting here in a box ready to be returned. I strongly feel they could have done better with the issues currently present in M15x and thier 200 point inspection in amusing, to say the least. And they have done somethings rights, but when you pay for a premium system, you expect the small touches to be perfect. We all do! It that thing in life you feel comfortable overpaying for, when you know you have the support behind you if something goes wrong, it's that comfort zone we are all paying for.

In my opinion too many companies have forgotten that customer satisfaction is the bread and butter of any successful company. When bean counters take over and companies begin to focus on keeping shareholders happy, they loose focus on us. The customer. I think AW needs to take a step and realize it was thier great CS in the begining that has helped them grow to the company they are today. Not the bean counters and shareholders.

Hopefully Aw will get the issues sorted and help those affected, but I think those affected with the issues need stay strong and forcefull on getting your systems repaired. The squeaky wheel gets the grease.

 

Valid, but it is also the premium systems, the ones with the finest details, that have the greatest potential for problems. The m15x is only a few months old, and it is to be expected that a system with this many frills is going to have some issues. Give it time. I think it's pretty impressive that Alienware actually does have representatives looking over these forums at all, let alone responding..however minimally. In a relatively short time, they have taken large measures to fix the most significant issue with the system; the underclocking. No, it's not completely fixed yet, but atleast they're working on it. There is little doubt in my mind that within a few more weeks/months, the issue will be resolved entirely. Also, understand that a lot of customers are vocalizing their concerns and their complaints. It is unreasonable to expect that a relatively small boutique company is going to be able to service your issue immediately.

I'm not saying everything's fine, or that we should all just be happy clappy, but I think people aren't giving quite enough slack to Alienware. It's a very new product, it fits the most powerful laptop CPU and GPU into a 15.4" system, and so far, the main problem has been resolved in a lot of cases. It's unreasonable to ask for perfection.

 

How about asking for what I paid nearly $4000 for? Is that unreasonable?

Currently, I have a system whose GPU temperature likely exceeds NVIDIA's specs (I don't know the official spec). Whether it's a design flaw in the system's cooling, a defective GPU, or whatever, the bottom line is that I was shipped a system that performs out of spec. I understand the system is relatively new and I'm working with AW to resolve the issue, but to state it's unreasonable to expect perfection is ridiculous.

BTW, I'm not mentioning the 1/4" scratch on my lid in this reply, because that's a workmanship issue, not a design issue.

 

Wow. You got a scratch on your lid? How did that get past inspection?

 

i had one of the 15X units with the crack over the ethernet port and overheating/downclocking problem. Even though this is a new model, for over 4 grand and maxed out options expected better. Bought from Alienware previously and never had quality or customer service issues. Having said that i will say that Alienware handled my situation promptly and in a professional manner. The replacement unit has no cracks or defects and so far has not had any overheating or downclocking issues. Will be stressing it out further over the weekend and post any problems.

 

Inadequate QA/QC procedures?

Poor implementation of QC/QA procedures?

QC/QA personnel ignoring an obvious workmanship defect?

Who knows.

EDIT: Perhaps it's because I told them repeatedly to take their time with my system, that I didn't want it rushed. Yeah, maybe that's it.

 

Thanks for the reply Steve, all of us in these forums greatly aprpecaite it. I just had a concern about the max temp, nycesis reported that his gpu wasn't downclocking but it reached a temp at 102 degrees, and another one on these forums posted his temp was at 104 degrees without it getting any cooler. Decent temp is 90 degrees and at max MAYBE 95 degrees which is pushing it, with its temp being at 102-104 degrees, theres noway that the gpu is going to last very long and its such an expensive system, most people get a 1 year warranty and if it fails after that, then $4000 to own a computer for over a year isn't really worth it.

Can you give us an update on this? Are you guys looking into this? Nyceis has a brand new system that came in on 3/29/08 whos temp is too high, would apprecaite an update on this

thanks

 

Steve/Frank

I recommended u talk to your boss and add 5 more crucial test and make it 205 points test-

1) Extreme Game test - Run any intense game and alt-tab to windows and back again (do this 10 times). When in game make sure the GPU fan kick in at full blast and then quickly alt-tab - this will send the fan down and when is silent (idle temp 70c) alt-tab again (GPU fan should kick in) . Do this for 10 times and check riva log for possible downclock. This test is to ensure the thermo sensor & fan responsiveness, it sent the temp to low 70c and then swing it high (87c - 104c). If u pass this test, restart it and test again. If still no DC issue - go on next step.

2) Heat Marathon test: RUN ATI tool with room temp at 95F/35CF for 8 hours- This is to simulate gaming in tropical country. Again riva log it and see if there is any downclocking. If the fan or sensor fail in this period - Your GPU will fry - If it dun fry, riva log will show a downclock.

3) Inclination test - Put it on a any inclination of 3-4 inches and run an intense game for 20 mins. It should not DC. These are known issue with this. Most traveler dun have a flat surface all the time.

4) Touch control test - Put it to sleep and resume it. If touch control fail - write a new driver for that. If no time to write, remove your advertisement about that function.

5) Physical examination- Open and close LCD lid, it should not have a CREEEKK sound. CD-ROM should not be popping out, mouse button should be align, Ethernet port and all the way around should not have a gap. Look also at the reflection of the body, If peter's face appear weird, there is a slight dent there ( I have 2 minor dent that is hard to spot). I would really recommend using a Glass magnifier (Grandpa type) and go thru the body paint from let to right up and down. This will pick up even a hairline crack on the LCD plastic frame. I know u are checking it but its really hard for a tech guy to detect those flaws if he just "look".

I would excuse for test 4. Cause I know if this test fail. U will not sell a single set.

People feel free to add in.

These test are real world condition and I am not asking u to test it like a rolex watch (From north pole to south pole and 2000 ft under water pressure). If the m15x pass this 5 additional test- - system is good to go. U wont have NBR members reversing your million dollars advertisement champaign. I hope AW do it soon cause I have a feeling from the crystal ball that there may be Engadget part 3.

 

always hard to simulate real-life situations in a lab, but yes..missing a giant scratch isnt excusable. I agree that the 200 point inspection test should either be ammended or just actually followed. But I still sort of stand by what I said earlier: that kinks are to be expected when a fancy product is still new.

 

But they are selling to real life people like u and me.

 

exactly why i skipped the whole multiple-trip to not get my unit repaired ever dance, and RMA'd it was not interested in that lifesuck.

i the buyer have 30 days to return it? then they the seller have 30 days to make it right. period.

 

Well, in my oppinion this is why the 200 points test thing is supposed to be an "offer". They say is worth x $$ but they give it to you for free. Imagine what we'd do if we'd have payed for the test and we'd have received a lappy with a 2 inch scratch on the back or keys poping out at the first type lol.

 

Ha ha considering teh amount of issues people have had I am surpirsed we don't see those reports here yet lol..

 

freaking aliens cant do their jobs right!

 

I just hope I do not have the same problems as many on here.

So far, so good.

 

Tanamara I sent mine back becasue of cracks and card reader issues on the 25th or March. How long did it take yours to get repaired? Did it get repaired or did you get a new unit?

 

sorry for my noobness West, but whats an card reader and what problem did you get on it? So I know to check mines when I order it

 

the card reader reads ssd cards that you insert, normally turned on and off through the BIOS

 

Westcoastgeek,
They sent me a new unit. 2 weeks from the time i sent mine back. Overnight shipping both ways. So far the replacement is OK. No cracks, touch controls working OK. no scratches, dents, or dead pixels. Played Crysis last night for the first time with all settings on high except shadows. Played for about 2 hours. No overheating or downclocking. Fans did speed up but not that loud or annoying to me. Plan to do some stress testing this weekend and monitor temps but so far so good. Alienware rep Juan Carlos Nunez was very helpful and kept me informed on what was going on re fixing my original unit or replacing it.

 

I am having the same experience tanamerra and I have to say Alienware rep Juan Carlos Nunez is simply the best!! and I would like to thank to Mr. Frank Azor they have been really helpful.

 

2nd that. Frank Azor and Alienware Steve also followed up during process.

 

PS. i did not get any swag or freebies for the positive comments. Those guys were professional and did what needed to be done.