*Dell-Alienware & AW Legacy Replacement Systems-Warranty Repair Issues*

I asked the very same question on the forum a while back and got many different answers: http://forum.notebookreview.com/alienware/486165-out-box-testing.html
Here's what I used which is free: memtest, Prime95, Furmark. The first is a test for your RAM, the second is a cpu test, and the last is a gpu test. Also you need to monitor your temperatures during the last two tests so I used another free program called HWinfo32 (which the latest version is also 64bit compatible)...
Now for the not free stuff. I used Crysis on High settings to see how it performed. It seems to be a favorite of people pushing their systems to the limit and its quite fun. Also the original version is pretty cheap under $20. There is 3Dmark (06 and vantage) programs. I do believe they are free for one test run only, but that could have changed. I am NOT a benchmarking/testing expert.
PS-I was hoping someone that does this kind of stuff would write a HOWTO on the forums. If enough people ask the question maybe they will.
It is necessary when you are getting a new laptop but for those like me who just had their warranty run out, it is imperative to test the repaired laptop.
Hope this helped.

 

well looks like we are running out of people needing or having major repair or system replacement problems
This tread has really gotten quite..a good thing?
Infernia waiting to hear how your repairs turned out? And a ship date for Shady Boy.

 

Right now I'm waiting on a reply from my critical issues rep. I asked him to let me know what the temperatures should be on these gpu's while under load and idle. They are running hot just surfing the net. 80C and in game they are reaching 102C. I can't run the Furmark gpu test more than 2min without reaching about 103C so I wanted him to tell me before I fry these cards. It is now out of warranty and I have 14days to find any issues. I don't have a choice but to test it and yet I don't want it to die on me. I just got it back!
While I slept the computer crashed. I left it in sleep mode with no windows opened, no apps running and I woke up to it turned off. Hate to say it but seems my heat issues are still here.
Its in air conditioned room on top of laptop cooler with 120mm fan so it isn't environmental causes. THx for asking Alienwolf.

 

That is not good way to Hot the 80's are top end for under load maybe 90 very top..something is not right for sure.
If your in U.S. they have to fix any problem you reported while under warranty. So don't let them go down that road Sorry to hear thought you we'r good to go. Tell them if you (they) did the job right you we'r happy to keep it, but now it is time to replace or refund. BBB and FTC will be hearing from you. Just my 2 cents..

 

Rep mailed me today and he said that I will get the link as early in next week to see the progress of my system online ....

 

I'm sorry to hear your having problems yet again Infernia. I agree 100% with Alienwolf I'd start making some major threats at this point if they don't want to own up to either a replacement or refund, they've put you through way too much already. I've seen most places that the Nvidia Quadro FX series cards tend to run hotter than most other comparable GPUs but those temps are ridiculous. I too was hoping you'd have a working computer again! Keep us updated on what happens.

Shady boy that's freaking awesome! Hopefully they'll be a bit faster for you than what they have told you, I'm anxious to hear how it works out for you.

My rep told me that my system would be shipped on or before 6/18/2010 which is tomorrow so I'm coming out of my skin from the excitement of getting that bad boy in my hands and giving it a test drive. Will definitely be getting the extended warranty! Does anybody know if I can upgrade from basic to advanced warranty with an extension.

 

Nothing new but the temps. I hit 106C today 127seconds into Furmark stability test , and my rep still won't email me back.
Go figure he would respond in less than an hour before and now it's been two days. I guess this laptop has a few more days until it has its own meltdown. What a shame too because so much of it is still functional.
Will keep you guys updated.
I need to change my signature again because they took out the Quadro and put in the 9800GT's in SLI again.

 

Dane glade to see you got the 1333..what they say about the 240 brick?

Infernia why dont you fire off a email to Michael Dell and explain it came back and is running at 106, and no one will will be grownup enough to even return an email.
dont let this slide and keep a copy of all emails. Get on it and dont let up, with you now out of warranty you cannt take a chance.

 

They said that the brick's from both R1 and R2 are interchangable and if I still had one that I hadn't had issues with to just keep both the new 150w and one the 240w from the old one. She told me I could keep a second battery as well instead of them changing the order, and the battery that came with the refurb is actually brand new. So basically I get two power cables and 2 batteries!

 

Cool

 

Good job DaneGRClose. Glad to hear you are getting treated right.
I am going to give my rep until tomorrow morning and start emailing 'the boss' again. You guys are right my warranty is out and they don't want to deal with it if they don't have to. I asked about proper operating temps in the legacy area of the forum and everyone agreed I was WAY HOT. I mean the gpu's were at least.
So yeah I seem to be the last holdout in this thread and I sure hope I have a happy ending.

 

Thanks Infernia, I'm really furious that Dell is mistreating you to such an extent. If they keep up the game you should seriously get nasty with them, afterall it's only right that they step up to the plate and treat ALL of their customers right. I would just put it to them this way "I am a very long standing customer that's remained loyal to your brand, I would like to remain loyal but only to a company that has morals and treats its customers fairly, I believe that a solution equitable to both parties can be reached but if your company continues to avoid communication and/or continue to be unreasonable I will be forced to take additional action that may include but not be limited to a formal BBB complaint and/or severe legal action." That is word for word what the end of my very last email said to them right before I got a call that I was getting a brand new R2.

 

Agreeded

 

Well I did it... I used your words (DaneGRClose) and changed a bit for my situation. I attached all the correspondance btwn me and the crit. iss. rep. and the unanswered emails plus a screenshot of the 106C temp reading. Now let's see if they play nice or get nasty... I am scared.

 

Shouldn't take long!

 

Don't be scared about it...honestly they can't back out of what they have already agreed to. The only thing that can happen is an unhappy rep for them having attention brought to them not caring for customers or they will take you seriously as they did me and treat you right. Unfortunately it's come down to the do or die situation for them so to say. And check your PM's if you see this before you see my message. ;-)

 

The truth always prevails... what most don't mention is how much energy, time, and money that can take to get there.
I am only afraid of getting the nasty treatment after all I've been through thus far, I will finally blow my top. I'm tired of the fight, if that makes sense.
BUT I won't give up just yet.

 

Don't cave in yet..when I thought all was lost, BOOM!
Everything came together and I really am very happy I didn't blow it and lose my cool.

 

Same exact way, I kept getting told the same exact thing on here by everyone to keep my cool and that when all seems lost for good it will come together. Just keep on em, and with all the info you've got ;-) you'll get somewhere, I'm guessing sooner than later. As always keep us updated on how it's going.

 

We have another winner dcu1976 was asking some questions in here a little while ago, and he just got the news that he'll be getting a very nice brand new R2 as well! His new machines specs have been updated in his sig on his comments.

 

I have a question for those who got a new replacement.

I have been approved for a R2 replacement(its in my sig). Anyways, when you get the new replacement, is the warantee brand new too or do you get whats left on the original system?

 

Original system.

 

Yep danp224 is right, if you're getting the new system a warranty extension is well worth it! You're basically getting an R2 for the cost of a cheaper R1 so might as well spring for the extension! I know I will be!

 

Well I waited and waited then got an email from my original rep. He told me the whole thing about testing without a problem before sending it out to me. But what gets me is this
"Our laptops, being gaming systems, run hot so I am not freaking out about the numbers you are reporting, but just to be safe I will be getting #s from the engineers, hopefully soon."
Last time I checked running Crysis on smaller screen from the stuttering and med settings to get any kind of fps still producing temps of 101-104... is a bit much. 106C is nothing to laugh about in Furmark either. Then he said Furmark is not a recognized test.
Short of letting this thing fry to prove my point they are turning a deaf ear.

Oh and Congrats dcu1976. I thought about you when running through all the people who were having troubles. I'm glad they are helping you out.

 

Thanks Infernia, I had written mulitple emails quoting the law and wrote about each attempt they did and who it was and then put in words "this is your written notice" that they were infact not following the law. There attitudes changed after that. I also said I was recording all conversations and emails to give to my lawyer. Finally got a manager and she authorized the replacement you see in my signature. Good luck everyone!

 

dcu1976 gratz on the R2, what were your specs on the R1?

 

Inferina maybe you could call alienware tec and act dumb, and say your temps seem hot what to do?
I am worried this guy is trying to get you far enough out of warranty to say O'well not our problem. It is a real possibility! You never got an answer from Corp after the Email?..Maybe you still will, hope so.

 

No answer, call, or email from corporate yet. This guy I have been in contact with has a nice title: Critical Issues Team | Executive Support Team | Dell | Alienware
So I am guessing this is the rep I got from my first email to corporate. I am sure they forwarded my email from this afternoon to this guy and he emailed me immediately following receipt. This whole fight is taking over my life at the moment and it seems never ending.
I see you guys and I have hope but then I think 'well' mine is older than their laptops were... but I remind myself it was under warranty and less than a year old when it died. It was working just fine when I got it brand new. It did not fry itself from day 1. It is a faulty design that takes a few months to manifest itself. The video cards are no longer manufactured so any they use to replace faulty ones are refurbished.
I haven't once begun to stress 'my rights as a consumer' but it is looking as though they are trying to wait out those last 14days. 11days now. Here's hoping they start to do the 'right' thing.
I'm not going to roll over and play dead for them.

 

I hear you! one thing you could do is just tell this guy, this has to be resolved before my 11 days are up. If not on day XX I will file with the BBB as they will have all records showing proof. Dont let it go to the 14..

 

What is this "11 days" thing? I noticed you guys just started referencing it around this page and going back a few doesn't show the meaning.

I take it that usually when they do repairs the systems aren't totally unusable? (Like if I needed a computer for school, it might be glitchy, but should at least be somewhat usable? These Four month repair times are scaring me.) Because if it won't turn on it seems like the process ought to go faster.

So far reading this thread has been quite educational on what to do if you encounter problems with your system and what to expect from tech support. Thanks! (And I hope you guys can get your issues resolved soon.)

 

Infernia had 15 days left on his warranty..now 11 left.

 

Don't know if it matters or not but Infernia is a she not a he. I've had a wonderful broken promise today, my rep had promised a ship date on or before 6/18/10 which is today, so I called to find out when I could expect it as I hadn't received any updates on that changing. My rep just so happened to be "out of the office" today, so I had to deal with order support. The jerk told me that I was lied to but they wouldn't do anything about it and that I probably won't get it until about the 28th of June now but he would "do everything he could to expedite the process". Yeah right, that's what the Critical Issues/Consumer Resolution rep said that's a friggin supervisor in a department over his head. I'm really starting to wonder if Dell is worth anything anymore...we'll see.

 

it is nt right they should have sent your order on time , bunch of liar i am sure there must be some misunderstanding . you dn't worry you will get your order eventually....be patient

 

hey people quick question a rep told me that in order to get a replacement for a system (R2) you have to have an engineer onsite 3 times is this correct?

 

I never had one come out. Only parts they sent I installed. My problems were BSOD, error video drivers not working, freezing and stuttering. All know problems with the R1. Pretty much nothing they can do for it. Spent about 4 weeks with Tech on phone reinstalling drivers OS and testing untill nothing left to try. Very exhausting!

 

I think it probably depends on your whole situation, wasn't your computer an outlet one you bought right before it started having problems Alienwolf? I was told by tech that it would take at least 2-3 major component failures before they will consider it and usually you have to have either the issues that plague the R1s or failure of the same part multiple times. I had 2 mobos as well as other parts go wrong and a whole slew of other things before they would do a replacement and the first one was a refurb'd R1, then I had to deal with multiple other problems before my new R2 replacement was approved. Some people with huge verifiable issues got their R2s first so it just depends on your situation.

 

I dont understand their promised times and how some ppl get replacements after 6 days and some have to wait 3 weeks. Im so annoyed with AW/dell. My last replacement took 7 days order to delivery. Everytime I call now they say 3 weeks. They changed the phone system where you can check order status. It used to say in the build satge and now it just says processing. I would call back but I dont think anyone can or will do anything.

 

So true it was an R1 from outlet. reason I bought it I ordered a R1 new build on website. They postponed the EDD twice pissed me off so called DFS and the girl canceled the order so I could buy refurb and have NBD. Then you know the rest of the story..lol I do have to say even with all the delays and stress this m17x is unreal from another planet, at this point could not settle for something else. thats what it would be just something else!

 

I should've warned you Dane, they had missed my ship date by two weeks; using that very same person.

However, this one now works, and it almost made me forget how angry I was.

All in all, it was a thirty day replacement turnaround for me.

Good luck, let us know how that new system works when it arrives.

 

Yeah, it seems pretty variable for replacement times.


Are repair times any good? Like do they actually send a tech out quick with parts?

 

My R1 was a p8600,4gb,250HD and SLI 260(paid 3k)<-major problems!

First replacement was a R1 refurb and it had T9800,4gb1333,2x320 raid 0, sli 260<-didn't even boot.

So now they are issuing me a new R2(the one in my sig).

I got an email last night saying that I was authorized to get the system in my signature but depending on parts available I might get something else

It is very frustrating to be told one thing and get another but here’s hoping I get what they said I would. I just checked again and the specs on my replacement is still what is listed in my signature.

On a positive note, I complained that while I fight/wait for my replacement to come in my warrantee continues to tick away. They told me they would give me 3 more months back but I have to wait to get the replacement first. I guess they need the service tag first in order to pro-rate my warrantee.

I can not guarantee anyone gets this type of service(honestly I wouldn't want anyone to go thru what I have been through). Everyone’s situation is different. Good luck to everyone!.

 

dcu1976 just remember any specs they change have to be same or better...never lower so that a good thing
Also if you had 4g 1333 they can not down grade to 1066 you might want to mention that to your Rep. Still all in all you will be getting one heck of a system, and will forget the stress you have been through while enjoying it. Let us know how it turns out.

 

I will definitely keep everyone posted, especially those who have been helping me behind the scenes via PM. Good luck to everyone, its a shame we have to go through these crazy situations just to get what we paid for. But I guess its a necessary evil because of false claims. That’s the only reason why I haven't really included my lawyer, I try to think about the other side and what they have to deal with. Again good luck to everyone.

 

I mentioned the RAM thing on mine and she stated they only legally have to do same or better based on the original system not the most recent replacement, she still told me I could switch it but that they wouldn't put brand new 1333 ram in in the build process, uh well I plan on buying the warranty so if it goes out it's pretty much free anyways. And yes these times and projected delivery/ship dates are getting ridiculous we all get past one hurdle and now it's on to the next one.

 

im sure they would have used pc 1333 since you can not use 1066 with a qm processor.

 

I believe you can, the i7xxxQM/XM processors are 1066 or 1333 capable based on what intel's spec sheets state.

 

yes but from what i have heard 1066 memory and qm processor = bottleneck.
but any ways i got good news. after 2+ months of dealing with alienware techs my new r2 system has been shipped!!!! specs are as follows: I7 820QM , 8GB PC 1333 , ATI 5870 CROSSFIREX , 2 320GB HHD RAID 0 , BLUE RAY BURNER , AND THE REST IS BASE. not bad compaired to what i had to begin with.

 

Yeah it is, not as bad as some bottlenecks get but still a bottleneck is a bottleneck. Great to hear on your new R2! Wish I could say the same, mine was promised to be shipped on or before last friday. Now my rep is saying the i7-820's are backordered and that the expected ship time is another 7-10 business days out! I asked about putting in a 920xm due to the wait time and she said that they will consider it if they haven't received the 820 in 2-4 weeks but not before that! This is getting ridiculous I'm on about the 2 month mark without a fully functional computer!

 

Wow that is total bs bro there is no back order on that processor. my unit was ordered on the 11th thats about 7 b days. i guess you should really concider sending corporate another email b/c this is rediculous. good luck bro.

 

Well I sent another email out to corporate... Wish me luck.
My critical issues rep. never got back to me with heat threshold temperatures for the 9800GT's but I would hazard a guess that 106C is above it.
Will update if anything occurs... Good luck all... and congrats Dirtydan.