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

Thanks to all that have responded. It's really comforting to know that I'm not alone in my plight here.

I tried installing the chipset drivers and still no go.... still consistently missing the OS on every other restart, extremely weird...

Another new development is that the alienware respawn 2.0 no longer comes up during the loading process and I have lost all my backlighting completely. All I did after the guy left was begin to install some of the stuff I had lost when he wiped everything (which he said was ok to do).... I am also getting microsoft.net framework errors and none of the alienware specific stuff works except for aliensense....

I tried to do an OS repair by booting from the disc but it wound up doing yet another install of the OS (I'm really hoping that I didn't screw that up)... when prompted to select an installation destination, I chose the primary drive that didn't have the partition.... was this right?

 

Hey chiefs, Yeh if you chose the other partition it would just reinstall the windows OS. So it would be basically a clean installation without your formatting the hdd. Also its a bit tricky I find installing and setting up the R1 with nvidia chipset and drivers. Try an older chipset driver 1st and then the GPU drivers. I remember that there was some sort of order like the R2 where you would have to install everything correctly 1st and normally you install the GPU drivers last. If not screw ups can occur.

I guess just keep playing around with it as your notebook can actually boot up and power on still unlike others which is completely dead. So yeh by all means if you want or have time just try a few things out. Good learning time and gives you a better chance to get to know your system better. lol

If you don't have any important data you could even do a complete format again wipe the entire hdd clean, even start from rebuilding the RAID array if you want. Also if you haven't I would definitely backup and take out all your important data and files while you have the chance to now. Just a precaution. To be on the safe side.

Cheers.

 

Just got a call from the second tech... also named Joe, he's coming at 11am so I'll just have him do everything, lol

Will keep you posted

 

well ... after playing around with my new R2 , installing new video and sys BIOS, up-dating video drivers and just tuning some things up , all I can say is that my R2 is a day and night compare to my old R1.

Not a single hick-up after BIOS up-dates. Gaming performances are about 20-30% higher.
I am very pleased. However, I do feel bad for the rest of you who continue to go through all these issues with the Dell's support.

 

I know it might not make much sense , but what is your bootable sequence in BIOS , do you have your HDD selected prim ?

I had a similar issue with my R1 when was trying to load from CD/DVD and USB drive, when my HDD was selected as the secondary option.

 

no idea.. tech is here now so can check when he's wrapping up.

Anyone know a reliable source to download the Alienware Respawn info? I never got the disc when I bought the system

 

Looking for it myself. The first tech probably wiped it when he did the reformat. I'm sure that is the case and getting it back----next to impossible. It is factory installed and they will have to do it unless you can find someone that has cloned it (in which case it wouldn't be specific to your system, though it may be close) and get it from them. You will have to send it back to Dell/AW and let them do it-which they should have to since they messed it up-albeit through a third party. Good luck. I never even used mine, but it is still handy to have for people that aren't comfy with reformatting. If you get it done somehow, please let us know.

 

The respawn should come with the R1 on a separate hdd partition. However I'm pretty sure the R2 respawn was abandonned. It doesn't have respawn on R2s anymore. Only the R1 had that option.
I had it on my R1 but not on the R2. I have seen similar R2 owners confirm this as well.

Cheers.

 

ok, the 2nd tech is gone and he was able to get all the alienware specific stuff back for me. gonna start reinstalling things now and see how it goes.... fingers crossed!

 

Time for an INSANE update! I'm pretty sure I just voided my bowels. So here are the specs on the NEW new replacement order...

Intel Core i7 920XM 2.0GHz-3.2GHz TM,ANB
8GB Dual Channel DDR3
ATI 5870,DUAL,MLK,1GB,GDDR5,ANWNB
1TB Raid 0,2x500G,7.2,XMB Cache,ANB

I am sh***ing kittens right now. AND the estimated arrival date says Oct. 8th 2010.. strange. It would appear, though, that the reason my previous exchange was canceled was because they were out of the metallic black cases, so they're working on the nebula red for this new one. I am at a loss for words.. if this works out, I will be eternally grateful. Fingers crossed, and will update as soon as I find out more.

 

So you don't know the complete specs of your new machine? Check order status page?

 

Sorry, updated my post. Total w-t-f moment.

 

if that happens (i sure hope so) , you will be blown away by the difference !

good news !

 

Yeesh! Just called to ONLY get the order number for the existing replacement case file, the rep opened a NEW case file and tried to get me to confirm a totally different replacement. "Okay sir, looks like on this replacement I can get you a Core i5--" and I stopped him there, pointed him to the order number (which I managed to get all by myself by this point) and told him not to bother with yet another new case file. He seemed pretty PO'd, but it's his own fault.

Friggin' guys, I tell you.

 

You're getting that computer. If you check Dell's CA site, they are OOS on most parts so you got everything upgraded to top of the line. They are offering only 720qm or 920xm/5870 or 5870CF /w BDROM, 8GB, 1TB RAID0 as default. You got luck'd out.

 

VERY NICE!!

 

Whew.. I certainly hope you're right! I just spoke with a supervisor who is personally taking on my case and called me back from Unresolved Issues dept. He says the new case buddy opened up will be closed, and that I am in fact getting the system with the order # I have been currently tracking. He says they have estimated a receive date of October 28th but he's expediting it to get it to me ASAP.

I really hope this all works out!

On a side note.. is the "Support History Details" page only supposed to show two parts? It's only showing "M17x10 Metallic Black" and the DVD/RW combo, while the actual order status page has all the parts. Did it do this for anyone else?

 

Hmmmnn, that could explain some of the other delays here too. I know I was set to get the 840, but I also couldn't find it on their site....I called my rep and he has 'no clue' why it's delayed, but according to their system was supposed to be shipped out on Monday and is still entered in their database as being 'processed'.

Either way, congratz super- that looks like a system with plenty of 'vroom'.

 

Are you in the US? If so, 840qm is still available.

 

Ah, it is back now. Sorry- when I checked a day or two ago it wasn't there. Oh well, there goes my theory on why they've got delays. Was nice while it lasted.

 

I checked two days ago and it was there. I think what you saw was their special which only offered 740qm and 940xm.

 

good luck to those of you still going through the mill. i am officially without a pc. on my mobile atm. congrats to those of you that got good news. wil try to keep up to date with all of you. peace.

 

Everyone hang in there! Remember you are not the first or to be the last in this state. All will work out in the end, sometimes it just won't seem it. If you read the last 100 posts, like anyone would do that! O ya someone did, not saying who. You see it is always darkest before you win.. and win you will!

 

I have an issue/question. When I'm on a webpage or document that I can scroll in, I have this-I don't know how to describe noise coming from my Primary GPU. Sounds like if you took a paper clip and dragged it across a rough metal surface, but lightly. Um, yeah. That's the best I could come up with. Also have a high pitched 'buzz' that is constant. Not sure where it's coming from though, just know the sound is there. Anyone else????

 

I have heard the Buzzz only lasts a second, I tightened my GPU's ever so slightly. Now only happens when Iam gaming hard or during a video. Like once or twice in an hour, so I just let it be now.

 

Also I dont run the 5% over clock just the Turbo. It seems to not like the 5% and acts up with the Buzzing and freezes for a second. Hope that helps.

 

WHOA

What an awesome CPU upgrade there chiefs. If you don't mind me asking where are you located? I might look into this and see if they have a shortage going on down under as well.

Thanks, Thats Awesome news for ya chiefs COngrats!!!!

Cheers.

 

I'm in Canada, which could mean a shortage of parts. Regardless I've pretty much sewn my fingers crossed hoping this works out.. on the downside, makes typing really difficult.

 

Well my high pitch buzz/whine is constant, and the GPU always make 'the sound' when I am scrolling. It's just wierd-and, I am a little paranoid to. Don't want it to tear up on me.

 

Hey all, Just thought I'd post to let you know how my first round with Dell repair went, lol.

It looks like I'm good to go for now!! the 2nd Tech they sent out yesterday seemed overall much more knowledgeable and was here and gone within 1 1/2 hours. He was able to install the 2nd motherboard replacement and got back all of my alienware specific stuff. After he left, there were a few minor issues but a call to Dell and a tech taking over my computer to make a few tweaks got me all back up and running perfectly.

I reinstalled everything last night and all seems to be working well! Hopefully this will last and it feels great to have this super-system in top working order again!

Thank you to all that have contributed to my plight, Congrats to all that have achieved a resolution and Good luck to all that have unresolved issues!!

Hopefully tho, my case is closed!

 

Top stuffs there chiefs,

Thats what we like to hear.

Cheers.

 

Not sure if anyone has responded yet, but is the "Parts Ordered" list supposed to have only two items in it? It did this last time, and then it got canceled, so...

 

Check your order status. Your dispatch status only shows the top two items from your replacement order. It's normal.

Update:

When I called I was told my machine is now in packaging status, but my order status still shows in production instead of delivery preparation.

 

Gotcha. Thanks a lot!

UPDATE: Order page still says "Estimated Delivery Date: 10/8/2010" lol, what the deuce..

 

eheheh oles.

Yeh that date thing is odd huh lol.

I remember mine changed 3 times over the course of 2 weeks. Up down turn around lol. It literally dropped like 2 weeks went up again then dropped 3 weeks lol next thing you knew it was knocking on my front door.

The delivery guy was like have fun with your new toy LOL.

Cheers.

 

Now it says "Information temporarily unavailable" again... damnit, that's what the last one did.

 

Order Status: SHIPPED!!!! will arrive on Monday

 

Nice issey- good to hear they're moving along on the orders.

Mine is still 'In Production' limbo, and my rep spent all of Thursday and Friday trying to figure out why/what exactly was going on, to no avail. Oh well- at least I have football (real football, played with an oblong ball, pads, and burly Samoan linebackers ) again.

 

yeah, i was a bit surprised to find out it shipped out on a saturday. i may take the day off on monday to wait for its arrival.

i hope you get yours soon!

 

Is it bad that the estimated delivery date says "Information Temporarily Unavailable"? Cause that's what happened with the previous exchange order and it ended up getting canceled. :c

 

^ no, it means that yours is in production.
Thats what had happened to me too

 

that was also the case for me, but its not accurately described...its under production. i called tech support every other day just to keep a close eye on things, even though there was no real updates given.

hang in there...im sure theyll get it done soon enough. and besides you have a beast of a system headed your way!!!

 

Hey Super, I'm in the same boat, apparently it's what always/usually happens with replacements.

Because (usually) it's tech or corporate that orders the replacements, the usual Order Status division can't track/update them. So calling the automated number, using the automated website, or even trying to speak to someone in Order Sales won't get you anywhere. You usually have to call/email your rep/someone in the same section to get updates on it, and even then they're not always on top of every order they process.

Hopefully, though, this one is just in regular production limbo and not canceled for a month before they tell you limbo.

 

Well, I reported my 'buzz' problem to AW and they sent me a refurb'd 4870 Pri GPU-----that makes the same sound, just queiter. Must be 'normal'? I'll just deal with it I guess. But are me and Wolf the only 2? Open a web page or doc where you can scroll and go up and down. Listen to the Primary GPU. Pop, crackle, buzz. Hmmmmmmm!

 

So, I thought I'd chime in as well. I've read the last hundred or so pages and I'm not 100% sure what the normal procedure is.

First here are my specs (nothing overclocked):

m17x r1
C2D P8600 @ 2.4ghz
Nvidia 260m SLI
4gb 1066 ram
1920 by 1200 WUXGA screen
320gb Raid 0


This is what happened to me.

From the beginning I was having issues with sound stuttering, issues with the battery and issues with the AC adapter. But I was lazy and I didn't want to deal with help desk so I didn't call. I waited a few months and I was thinking about getting an R2 and giving this to my wife or buying two R2's. I priced it out and found that it wasn't really worth selling. I figured I'd just get it fixed so that my wife would have a pristine laptop.

So I called help desk was able to talk to someone in Costa Rica (very helpful). They sent me a replacement battery and it worked for a couple of days and then the same symptoms again. So maybe it was resolved and it just came back or maybe it just went into hiding. Either way I wasn't able to immediately troubleshoot until a later time.

About a week later my 260m sli's stopped working. And by stoppped I mean no games were using both cards in SLI. The primary adapter was hitting 100+c (shutting itself down sometimes) while the secondary was only at 45c. I tried many games that used SLI in the past (Crysis, Crysis warhead 64, Dragon Age, SCII to name a few) but they all had the same issues. I also noticed I wasn't getting the same framerates I was getting before (obviously). So I called help desk again and talk to another rep who decides it's a good idea to do a component swap - this time it's the mobo, both 260's and three fans (chasis and both 260 fans). To me that sounded like a good idea (it wasn't . . . oh boy it wasn't).

So a tech comes out the next day and replaces all the components (he seemed quite capable). And powers it up and everything seems right. Until about two hours later the sli goes out again and the temp is back up and I'm back where I started. Only this time I had a bonus! Now randomly it's bluescreening, freezing, and rebooting! How fun! And one might think the overheating gpus might be causing this (these are newly replaced keep in mind) but it also happens when the gpus are at non-loaded temps (60C ish for primary and 45C for secondary). Sometimes it doesn't even get to the windows desktop.

I've tried several different driver versions - everything from Dells latest to nvidia's latest. Dells actually wouldn't install and bluescreened three times before I was able to finally get them installed. Latest nvidias would load with a black screen and cursor (I've heard this happens to others). I've tried hybrid on and off. I've tried just discrete graphics and just integrated and same issues for all.

Ok, after a couple of days I call AW HD back and talked to another helpful Costa Rican tech and I complained (I apologized later, but I was frustrated at the time) and he suggested a depot resolution. I nearly flipped-out and I probably said a few things I shouldn't (keep in mind I did apologize later) and I demanded to speak to a supervisor - which he immediately granted with the warning that they will say the same. He put me on hold and I waited a few minutes. He came back and said that the supervisor will be with me shortly and they had requested a replacement system. I was mollified and I apologized for being so short with him and waited for the supe. The supe confirmed my information and said that a rep would call me within an hour to give me a dispatch number. I said ok and we hung up.

Over an hour later (this is important its starting a trend) I get a call from a rep and he said that the replacement request is in and he will contact me on Monday by 11am my time with the dispatch number. I figure, hey, he called me back (late) but it's tractions so let it be.

On Monday I waited until 1:30pm and he had called. I call the HD again and after a 10 minute wait I am informed by the again helpful tech that he was able to talk to [redacted] and [redacted] was swamped and would call me back by 3pm (he didn't). So I waited until 3:30 and called back. After 45min on the phone with a super helpful and polite tech (I can't stress enough on how good the Costa Rico techs are) I had my dispatch number (thanks to the tech not my 'Rep' - to whom I have yet to speak to again).

So long story short I'm having my system replaced and my Rep is not very helpful so I am going through a specific tech (who is helpful).

Does anyone know how long until I see the specs on the dispatch? I've heard horror stories here about them downgrading their system on a swap. I'm not looking to get anything more than what I paid, but I definitely don't want less!

 

You will not get less it will always be same or better spec's.
I do not know where you read or heard those stories, but in all my time here since June I have never seen anyone get less or a replacement.

 

I'm sure you're right. I'm just not real confident with AW right now.

 

i finally got mine this afternoon and i have been testing it all day....so far so good....

 

I have NEVER seen someone get downgraded overall. Now, sometimes I see CPU upgrades and a HDD downgrade, but that is usually bc the bargaining side of the consumer. But if you read the last 100 pages, you can clearly see that veryone has gotten same or better as a replacement. Hope you get it going soon.

 

The downgrades are what I focused on. Now that I go back and look again, you are right. I don't see anyone that received a lesser system. I am quite relieved. Thanks for the support.