Dell/Alienware 640m versus Dell/Alienware 580m GTX - Your opinions please!

So, long story short, after the BS I've gone through, my "system replacement" offer came through and though I wasn't told the other specs, I was "offered" a 640m video card which I'm pretty sure that's not "same or better" specifications from the 580m GTX.

The rep told me that it was in the outlet, and they were testing it. I told him that there's no way that the 640 is even equal to the 580, and he said they don't go by "clock speeds, memory bandwidth, etc." and instead went off the "industry standard" and I told him that the industry bases it off the previously mentioned clock speeds, memory bandwidth, etc. and then he said and I quote "Because the 640 came out after the 580 it is what we base it off of for a suitable replacement."

Your thoughts on this? Thanks for your time.

 

I was checking on the PassMark website (they benchmark CPU, GPU, etc.), the 580M has a score of 2532 while the 640M is 1028. I mean, a card that is roughly 40% performance of the original is obviously a suitable replacement. Sarcasm aside, is there anyway you can talk to your rep's manager or somebody who knows what's going on (e.g. a rep on this forum), because you have been offered a "system downgrade," not a "system replacement."

 

Thanks YannC

The "rep" I am speaking to is the only one I can speak to apparently because I filed a Better Business Bureau complaint and he is the one handling my case.

Anyone know in the Terms and Conditions where it shows about "equal or better" part replacement? I'm also in the US if that helps any.

Thanks for your help guys.

 

Not even remotely comparable.

 

I'm not really aware of your complain but what made you file that in the 1st place? Just want to have an idea of your case. Did you file that after not being able to agree with the replacement? Just wondering how various exchanges have extremely different outcome.

I myself just completed an exchange and I'm very happy with it and I did it with minimum effort on my part.

 

No, I filed it after having three motherboard exchanges, four video card replacements, two GPU heatsink replacements, a hard drive replacement, all in the span of a year and a half. After my last issue, I requested a system replacement as I had three techs come out in a period of six months, and one of those techs came out and made my AW not even able to POST after he left. I had multiple reps and supervisors tell me different things, lie to me, and make promises they couldn't keep. My original rep I spoke with after this issue didn't get back to me for 8 days and in between that time I spoke with other people who said he would call me back this day, or that day, or this day, and he never did. Finally when he did call me back, he left a very exasperated voicemail because I didn't get to the phone in time. I spoke with Luis Pardo and Parras here, and neither one got back to me after the initial PM. @DellCares kept asking me my contact information, stating that the original rep was trying to contact me, though I had left my contact number with them the initial call, and any other rep I spoke with didn't request it.

After being fed up, I contacted the BBB. I was then assigned a rep from Dell who is my contact because I contacted the BBB. This rep has been mostly nice, but he has asked me to do more trouble shooting and have another tech come out, who also made my issue worse than when he arrived.

Finally, after jumping through more hoops, I was offered a system replacement and was told I would be contacted two days later for the replacement. I was not. I waited another day, and at the end of the work period, I contacted him, and was told I would be called back. He called back later and asked for more time to seek a "suitable" replacement and would call the next day (Friday) in which he told me on Friday after I called him again, (though he said he would call me) that I would have to wait until Monday 8/5/13, for him to call me back. He did not, I called him, was told he would call me back and when he did, he told me about the replacement and what he "found" for me and that they were testing it in-house. I asked him the specs and that's when he told me the video card only, the 640m and I told him that wasn't an upgrade and he said what I mentioned above, and how the 640 came out after the 580 and that's "how they did it." I told him I wouldn't accept a laptop with a 640m and he said that was within my right, but he then said we're still testing it and probably send it out tomorrow. It's not even an offer. He didn't tell me the other specs. He just force fed me this downgrade of a laptop.

That's where I am now. I sent him an email showing proof from three different websites that the 640 was inferior and to stop insulting my intelligence. I have been extremely cordial and patient up to this point, but now the gloves are coming off.

 

Don't think 640m even exist in a alienware. What machine you getting from dell?
You probably hit a clueless rep.

 

See Bali, I've been looking around the net and I tend to agree with you. Does Alienware/Dell even use a 640m?

 

If anything, it would have been an M14x option.

Sent from my Galaxy Note II

 

This^

Haven't seen an AW setup with 640m.

BTW OP, did you try requesting for a new Dell contact or asking assistance from Dell reps here in the forum?

 

I did. Because it's a BBB complaint, I am "assigned" to one person. As for the reps here, after the initial contact back from them, they have not responded since.

 

I was looking at the Dell warranties, after a quick glance, I don't think I see anything about the whole-system replacement. But at any rate, I think in your case the problem is the Dell rep who has been assigned to you is very confused on the hardware specification.

 

640m simply does not exist in a mxm form. Someone has the wrong info here.

 

^If the above is really the case. Maybe OP can request for a new contact as your current one seems to be confused about the specs he's trying to give you.

 

Thank you sir.

I'll continue to post updates as they happen. I appreciate all your help. This is why I enjoy this forum.

 

If they are sending it out I would wait until it comes. Sounds like no one knows for sure what it is. The Rep may have the wrong info and you can always return it. You have that right. At this point it could be anything that is coming who knows? Have you checked your account page under new orders ? It will get posted there even before the Rep gets all the spec's. I have always found out what they are sending ahead of them that way.

 

If you have a 580 now, and they are sending a new card, the 675 will be pretty much the same as your 580, the 680 will be a step up and the 660 will be a step down. The 660 is the lowest card they sell and the 680 being the highest card.

 

Yup, I've had both the 580 and this 675. All speeds are identical and the core is the same, it is said to be just a rebadge. The only difference I see is that the 675 does not power throttle anywhere as much, but that could be due to other factors

 

As others have said, the "Nvidia GT 640m" was never an option in an Alienware laptop. Even if it were, it is way off being comparable to a GTX 580m - by a country mile. It would have been offered in the 14x, but that had a GT 650m, not 640m. If they are to build you a NEW machine, you would end up with a minimum of a GTX 765m, which is on par with a 580m, possibly slightly better. Anything over that on a new rig would be a bonus. If they source you an outlet R4, expect a 675m as a direct replacement, as it is pretty much identical to a 580m. A 680m would be roughly double the power/performance of a 580m.

As for not hearing back from the AW reps here, I imagine that is because you filed a BBB complaint, which automatically means that Dell pucker up tighter than a gnats butt hole - as you've found, you get assigned a rep to deal with. You deal with them from that point onwards. Don't know if you can request a different one - probably not.

I'll keep my fingers crossed for you.....

 

Tell Dell to go F themselves with this mockery of a replacement.

GTX 580M is roughly twice as fast as GT 640M in games. Not benchmark but real gameplay. 2x the FPS.

 

Well, I spoke with my rep yesterday and he said that because I wasn't happy with the 640m, that he was going to have them build me a new machine. He also said that my email to him proving that the 640 wasn't comparable didn't matter, nor did any forum posts or anything like that, but because I was unhappy with the 640m.

I did tell him that in my email I would escalate this case with the BBB if he offered me the 640m. As for what is provided, as long as it's "equal" or better, I'll be happy, even if it's a refurb. But since he offered me a new system, I won't complain much about that either. He said he'll have the specs for me tomorrow.

 

Man, it still makes me laugh to think that someone at Dell actually thinks that the 640m was ever offered in a 17x.......talk about being inept. Dell staff do not even know their own products....

I continue to wish you luck, Bro....

 

The rep probably realize he f up. Haha.

 

Replacement system specs: 4700MQ, 8 GB Ram, 765m

I am pleased with this.

 

Before anyone say "the 765m is worse than the 580m"
The 765m is actually a step up in performance. while the the 580m costs 2 times the 765m, the 765m is still the match to the replacment.
GeForce GTX 765M vs 580M

 

No arguments from me here. Although I don't use that comparison site, the 765m does outperform the 580m in benchmarks and games.

Reference: NVIDIA GeForce GTX 765M - NotebookCheck.net Tech and NVIDIA GeForce GTX 580M - NotebookCheck.net Tech

All in all, 765m is a better card than a 580m. OP's happy. It's comparable. Good result in my eyes.

 

So a bit of an update:

I received my replacement 17 about two weeks ago and yesterday, while browsing Facebook, the screen went black. A hard reset didn't fix the issue, neither did removing the battery and flushing the caps. There's nothing on the screen. BIOS POST doesn't happen, just a black, but lit screen. I called Alienware and they're sending out a tech to replace the LCD, the GPU and the mobo next week.

This brand new replacement is two weeks old!

To add insult to injury, the email I received confirming the call, was in Spanish. I can't read Spanish!

I am so done with this company. Never again. EVER!

 

That sucks, Bro - I really feel for you right now. I really don't know what's going on with Dell, but these new models seem to be plagued with all kinds display issues.....of course, it might not be panel related as it could be the other components have failed - I just hope that they fix your machine, even though it should not require fixing with it being so new.

 

I know this isn't much but I am also sorry for your situation and understand completely your frustration. You have been through quite a bit and it's unfortunate that you still haven't gotten a suitable machine.

I will say, I have bought and had great luck with Dell Outlet machines. However that was 3 years ago. I would never buy an Outlet machine because i have a strong feeling the Alienware 18 I sent back will NOT have the PLS screen replaced. They likely (hopefully) will replace the dented in back plate, clean the OS and reship. Quality has been lower and I think some of this has to do with the volume of AW that they are pumping out (demand) and the outsourcing of manufacturing and consumer support. I don't care if it's 25% off..I wouldn't go through the Outlet anymore. What you went through is worth a top of the line system in my book just from the wasted time on the phone, being without a computer and altering your schedule to send in, wait for tech, etc.

So again, all I can say is I am sorry that you have gone through this. I really hope you get a good working system soon. If Dell doesn't step up their performance gaming division then I may very well be on my last AW system as well.

 

Im noticing many many people got whole system replacements offered when something is wrong with videocards from the previous systems... kind of odd.. is it not more efficient to just replace what has an issue rather then whole systems ?

I had one of my gtx 680's screwed up.. atfter multitude of other issues, however, in the end, I'm getting a whole system upgrade and dual 680m's and everything maxed out, as a replacement...

 

I had multiple 580 replacements and a 680 upgrade with the r3 mobo. Meaning that it didn't work unless I forced it to with a custom BIOS and custom video drivers, which I wasn't comfortable with, nor did Dell have an official solution when I told them it wouldn't work.

This has been an ongoing issue since I got the machine nearly two years ago now (December will be two years) and it wasn't just a system replacement out of the gate either. I did what they asked me to do multiple times and more than once the tech coming out to "fix" my system made it worse than what it was before they arrived, so this system replacement is justified.

And, this system replacement is a POS too. TWO WEEKS? Really?!

So much for restoring any faith I had.

 

Another update. After waiting a few days (Labor Day Weekend) I called on Tuesday to see what was going on with my case as I don't read Spanish. Well, I was told dispatch was set up, and later that day I got two different phone calls at two different times stating a technician would be contacting me and to verify I was available on Wednesday. For both calls, I responded that I would be. I even called into work for it.

I waited all day Wednesday, and then Thursday as well. At around 6pm, I called Dell and they said that the part was on backorder, and after asking which part it was, I was advised it was the motherboard.

FOR THOSE THAT ARE WAITING ON NEW SYSTEMS, THE MOTHERBOARD IS ON BACKORDER APPARENTLY UNTIL THE 20TH.

I asked to speak to a manager, who said I could return the laptop for another exchange. Since I've had two techs who have come out and made the laptop worse than before they arrived, I decided to do that and asked if I could also get some sort of upgrade for my troubles, because this is really just ridiculous.

Why call me if the parts are on backorder?!

So, I'll keep you guys updated. Sorry to gripe, but nothing I tell you guys is a fabrication of any sort. I wish it was though.

 

When you say 'exchange', do you mean a new build or something that they have in stock as a return etc ??

 

Hey Stevie, good to see you.

According to the supervisor, he said it would take a few weeks to build and ship, so I think the replacement will be another new one. I'll contact them tomorrow if I don't hear anything on it today.

 

I'm still floating about!

That's good to hear that it certainly sounds like a new build. I'll keep my bits crossed for you that all turns out well. Keep us posted!