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

Really don't want a m17x, this is already to big, I hope i could get a m14x but there isn't a spec'd version that compares to mine, maybe they can throw in a m11x lol

 

Actually you would be quite surprised at the size difference. The difference is very very minimal. If you could handle the m15x you will be fine with the m17x

 

Has anyone got a m17x R3 or m18x for a replacement for a m17x r2?

 

I got the m18x for the m17x R2, I had 3 motherboards, 3 video cards, 4 ac adapters, the lcd, the keyboard, palmrest all replaced in a 2 month period so they finally said they would replace the computer.

I got my m18x but it hasn't worked right out of the box, they sent a tech here on Wed. to change the video cards, cpu, fans, harddrive, memory but now the video cards are overheating and shutting down the system so now they want me to send it to the depot for repair.

How many repairs have you had with your R2?

 

I've only had 2, were they came and replaced everything that you said pretty much, CPU, graphic cards memory and even exterior pieces that weren't damaged one bit. But the thing is my r2 was doing the same thing your m18x was when id go to play games like SC2 the graphics cards would get too hot and shut down the computer every time, so they sent a tech over to fix it but he really did the opposite of that, when he put the laptop back together it made a very loud screeching sound and the display didn't work, so he tried fixing it 2 times with no luck, so he asked to use my phone and called the main office or something, he talked on the phone for 10 mins then turned to me and asked if it was OK to send into the depot, i said sure cause i wasn't aware of my other options and that's were i stand at now. before he came over my laptop worked fine just couldn't play games with high graphics, now it wont turn on and it makes a loud screeching sound.

 

Lol, my last replacement came with only a single GPU as well. When I called they wanted to argue and say that the machine was ordered with only one card. I was like, yeah - duh!? But it was ordered wrong... it's a replacement and the first on had dual GPUs. Fix it. It took two months and I never got the second GPU. They sent the wrong one three times and then eventually replaced the machine due to other issues.

Yes, with more than 3 hardward problems they are supposed to replace it anyways. Don't settle for anything less than what you have now.

Yes, it's covered but you can't expect a brand new machine. It may be a refurb of equal or greater value. Can't complain either for accidental damage.

That's what I got. If you have dual GPUs in your R2 then you deserve an m18x. It's the only direct replacement and you shouldn't settle for anything less. The R2 is aluminum with dual GPUs and the the R3 is plastic with a single GPU... the m18x is the only aluminum machine with dual GPUs. It's the only direct replacement. DO NOT SETTLE for anything less.

 

Thanks for your help Jabbok and Mavericke, illl be boostin your reps for the help and ill hit this forum back up if i have anymore questions.

 

I have told them for replacement
and state clearly that I don't want refurb, so he want me to wait for 24-48hrs to let him negotiate with his manager
I also clearly said that I don't want replacement that less performent less than my baby
by any chance that I get M18x?

anyone got replacement with new laptop and not refurb when they send tech to replace around 4 or more hardware and have their laptop send to depot at least once?

 

I did. M17x R2>M17x R2>M17x R2>M17x R2>M18x R1 & another M18x R1.
Specs in sig.

Sounds exactly like my story.

I got my M18x brand new on 6/23/11. Out of the box nightmare. Freezing slooooooooooooow bios and damaged center control cover. And 3 stuck red pixels.

I replaced Motherboard, repasted gpu's & cpu & did a recovery with respawn that took only 4 minutes....lol. Talk about fast!!!

Now my M18x runs like a dream.....my replacement screen is at my local fedex. I just have to wait until Monday

 

I just receive an email from my tech support and he said that he's already got an approval to exchange my M17x R2 for a new M18x R1. Maybe I'm lucky that I got approval in first try.
Today I email him and ask again, he's said that he need sometime to process a request and will email me again on Thursday.
So I don't know if I can ask him give me i7 2920XM and 16GB ram 1600Mhz or not. About the GPU I think he will give me ATI 6970M CrossFireX because my M17x have ATI 5870 CrossFireX

 

Sorry man but I don't think you can convince him to do that. The 2920xm is a 1000$ upgrade you will most likely get the 2820qm. Now you might be able to convince him to give you upgraded 1600mhz ram but not the processor. But who knows I guess it is possible

 

I don't think it's possible neither lol
But 2820QM is good enough because gaming just mostly talk about GPU
and 6970M is more than enough for all game I know. But I will convince him to give me max upgrade RAM ^^!

 

Yeah haha that is more plausible than am 1000$ processor haha. I would have loved if they would just give me one haha. But yeah go for the 16gb ram then send me 8 gb. Hahahahah

 

Has anyone noticed that nothing is being manufactured with the 1200p(1920x1200) screen?
I've been having problems with my
m17x R1(new):
SLi m260 GTX/1920x1200(LCD) they replaced it with a
R3(refurb)(came broken(control indicators nonfunctional/cuts out of case)):
1.5 GTX 460m/1920x1080 120Hz WLED w/ NVIDIA 3D Vision, but no glasses.

I told them the screen was a big issue for me as well as not having SLi, eventhough 460m is better than m260x2, for the games I play.

They told me to wait 24 to 48 hours since I was unhappy with the R3 and they would get back to me with a "solution".

I think they want to get me a refurb R2 with 1920x1200/SLi, but who knows.
Any ideas on what a "solution" may be?

 

If your laptop having problem with hardware and they agree replace it then you should aim for new machine with specs at least equal to your R1
Told them that you dont want refurb like I do and they will consider it base on your repair history.

 

I'm fine with a refurb so long as it works has WUXGA & SLi.
The m18x doesn't have the WUXGA I'm looking for anyway.

 

Anyone had any luck with a m17x r3 having the keyboard fixed. Mine has a hump in the middle and horrible flex on the left and right side.

Two phone calls and both support staff from Alienware refused any type of service as its just the keyboard.

System is 6 days old.

 

Sounds like BS to me. Keyboard is nearly the most important piece on the whole laptop and they dont want to service it for you?

You need to email a higher escalation specialist and keep pushing for a result.

Make sure you attach pics / a quick vid of the problem.

 

Video already uploaded on youtube. Both reps refused service. Gonna keep calling.

 

Hi guys,

This is my first post here and it's gonna be a lengthy one.

I bought a M17x R1 in August 2009 and have had a lot of problems with it in the course of two years.

The specs were the following: Q9000 at 2.0 GHz (never overclocked), 8 GB at 1067 MHz, 1TB Raid HDDs, 2 GTX280Ms and the 1920x1200 screen.

Fortunately, instead of a third replacement of the graphics cards, I got offered a replacement. First, they offered a refurb R2 with similar specs, but after a week, they realised they no longer have them in stock. Then, they offered a new R3 with the 6870M and a 2630QM processor, however I refused, since I was sure it would be worse than my two 280s. Currently, I have accepted an offer for a new M18x with the 2720, 1.5TB HDD, 8 GB at 1600MHz and 2 460Ms.

My question is this: are the dual 460Ms a good enough upgrade over the dual 280Ms/a desktop 260, or will I be scrambling for aftermarket parts in a year or two, considering that I would have kept the 280s for at least another year if there were no problems?

 

Look to see if Dell / AW has a twitter/facebook page and post your vid link + comment there.

Keep trying everything dont give up.

Email, call, write a letter and keep a copy ....and do it all again until they give up!

 

I think the GTX460 is just slightly faster than the GTX280, ~9%

 

Apparently, notebookcheck rates them (in SLI) somewhere at the +25% point. Coupled with the better proc. and the memory upgrade, I think that'll be ok. There's no way I can push for an upgrade anyway, so that's that. Thanks for the help.

 

Thanks for the advice. Finally got a service order sent out with tech scheduled this week.

 

I have a really off topic question but I don't know where else to ask. I'm going on vacation and I'm riding grey hound. The trip is going to take 22 hours and I know there is no possible way for my battery to last that long. And they don't have outlets. Do you guys know of anything to plug my computer into to supply it with a couple full charges?

 

I would honestly push for te gtx 580m you shouldn't be comparing performance wise. The fact is that the 280m was the top of the line in the r1 an he should receive the top of the line in the m18x also. You paid the extra for the 280m and they should be obligated to give you the top of the line

 

It's funny you mentioned that. My m15x had the 5850 card in it. Top of the line card when I bought it. The r3 replacement they sent me, came with the 6870 card. Which we all know is a underclocked 5850. I've called multiple times asking to be upgraded to the 6970, I keep getting the run around, or told that the 6870 is vastly a superior card to the 5870.

On a side note, a customer rep called me yesterday, asking how I was with the replacement. I told them I was kinda unhappy with the GPU in it. Then he slipped and told me the laptop I got now is worth 1,700 dollars. Umm I paid nearly 2,300 dollars for my m15x!!! He got speechless and told me he was going to email me and to email him back with my concerns. Still waiting for that email.....

 

The 6870 has higher clocks that the 5850 and is closer to the 5870 than the 5850. But yeah you should be getting equivalency in price. They should be obligated to fill that 600 dollar gap. I'm very happy with my 6870 because I had the 5730 but I have gotten a couple video hardware error shut downs and I'm going to push for an upgrade replacement card.

 

So something happened today and I want to know if any of you guys are experiencing it. So I reinstalled windows 7 on my raid 0 setup and when I got all of the video drivers installed I went in to catalyst control center and there was an option I have never seen before! OVERDRIVE! and I can confirm that it works. Do any of you have overdrive in ccc?

 

I use to have it on my m15x, but I have not seen it with installing dell stock drivers, and the latest ATI drivers over it.

When I used it for my m15x, it worked.

 

I just don't understand how it is there with the Dell drivers. I have never been able to use overdrive before and I have to say ots a pretty nice tool. It auto detected my clocks to 860 and 1200 with a max temp of 69 in vantage

 

So I have had a couple of blue screen errors with the event being labeled as a video hardware error. Have any of you guys got this before and can I have them replace the system or the video card? And how likely is it that I can convince them to upgrade the video card for the in-convienance

 

Nmanfred, thanks for the input, but as I already said, there's no way to push for an upgrade (the m18x isn't even available in my country, they're sending it from Greece). The 460's it is

 

^^^You got a great upgrade with the latest hardware and specs better than what you had. I'd be happy with it too. They pretty much did the same with me and I woulda took the M18 however they gave it to me even though my original system was close to $4000. That was 4 years ago and tech has changed and gotten cheaper. Sometimes you just take what you get. Obviously, the computer you are getting is waaaaaaaaay better than what you had-you are happy-Dell is happy. WIN WIN!!! And good for you.

 

Hey guys
I have another problem
My system exchange had been in production but as I can seen in system configuration they giving me a NVIDIA GTX 460M Sli but not ATI like my old one.
what should I do?
Should I call them and make them change it or just stay with it?
Honestly I like ATI better than NVIDIA

 

If you had the Ati's before you need to call them and let them know, what system are you getting?

 

they giving me new M18x
but they giving me their lowest GPU which is 460M Sli
other option they can't give me is 6990M CF
but from what I seen is 460M Sli is low performent then 5870 CF that I have
so I point out that and he's keep saying he can't give me 6990M then gang up
I think they will not give me ATI GPU because from what they said to me
the only option above NVIDIA 460M is ATI 6990M and even their suprvisor said that's not an option for me.
Anyone think I should just get those GPU (460M)?

update: I just talk with another tech support and she seem nice, she check with her manager and told me after I get new laptop, she when make GPU change for me to ATI 6970M or 6990M
I don't know if I can trust her or not because few tech support never reply to my email. But I at least got some hope. ^^!

 

My video cards went on my laptop.I had 4870 in crossfire.Does dell still have the 4870 in stock is there any chance of me getting 5870 to replace my 4870s.

 

Well my Alienware m17 r3 will be getting replaced in 7-10 business days. Bad Keyboard, Harddrive, CPU and Motherboard. (ouch)

Very nice customer service (only if I wasnt transfered 10 times).

After reading over this im a little worried as I didnt get a Order number or emial (just the service number). Was told I would recieve like specs or better system in 7-10 days and to return my old system with the shipping label they provided. Does this seem right? It seems most people have to ship their system in before getting a new one.

 

Update on my case:
They sent me a broken m17x R3 -> m18x(been 3 weeks no shipment/no order number/just emails with non confirmed specs)
I was told that since I've had so many exchanges in the past that there was added paperwork that needs to be completed.
Rep threw in the 18" backpack since it's taking so long.

 

Update: Called Dell back today to get the order number and was told I was never issued a exchange. My case number given doesn't exist. Never having called customer service till this issue I will never buy a Alienware/Dell again. Kinda messed up.

 

Update 3: still no sign of the system(in production phase still), yet the order was placed well over a week ago...

 

Wow...

You need to write down every conversation you had over the phone to the best of you ability and every email (if any) and sent this with the facts of the case to dell email address.

Take pictures of your computer / service tag number and If needed next time put your phone on loud speak and record the conversation!

Look for Dell on twitter.. i heard they are on it and send them a link with all this... try to make a fuss about this.

Dont give up with BS "we dont know about this" ect.

 

After running my own test with video of the bad CPU/Motherboard and sending it to a Tech member that seemed he really wanted to help I received a call from the Corporate office who was curious about my situation. All in all they agreed to send a new system (they couldn't find a outlet system with the 6970 and blu-ray). I have learned the key is getting one good person and just deal with them. New system in production now!

 

so after so many mobo replacements and vidcard replacements alienware has finally decided to give me a replacement m18x for my m17x r2... also got the specs... im wondering how well these specs will be for gaming.. here are the specs:

Core™ i7 2630QM
Windows® 7 Ultimate, 64bit
18.4-inch WideFHD 1920 x 1080 WLED
8GB DDR3 at 1333MHz (2DIMMS)
750GB 7200RPM SATA 3Gb/s
Dual 2GB GDDR5 AMD Radeon HD 6990M AMD CrossFireX
Slot-Loading Dual Layer Blu-ray Reader (BR-ROM, DVD+-RW, CD-RW)
Intel® Advanced N 6200 a/g/n 2x2 MIMO Technology and Bluetooth 3.0
Internal High-Definition 5.1 Surround Sound Audio

my old config was:
i7 720
250 gb hd
6gb ram
dual 5870
blueray reader
rgbled
win7ult

 

SO MUCH WIN!!

 

My M14X has a few problem now. They might've been caused by me, my laptop has fallen probably 5-10 times from my couch to the floor. The mic doesn't work, the webcam flickers blue, alot of audio comes out staticky, and the alienware logo on the bottom of the screen bleeds out onto the screen. Oh, and the power cable is really loose and keeps falling out without me touching it lol.

Lucky for me, I knew this kind of thing would happen and I bought a 4 year accidental warranty. Only problem is that this is my primary computer now and idk what I'd do without it. And I have to head back to college in 2 weeks.

So, my big question is how long does it take Alienware to fix things usually? And do I have to pay to ship it up to them?

P.S. If I have "acquired" music on my hard drive, do I have to delete those before I ship it up to them?

 

depending on when you call them the will most likely send an onsite tech to replace parts in your laptop which is usually next business day or within a few days. The longer you take to call them and get it repaired the less time you have before your back to school deadline.. also with your music and such on your hd u should just back it up anyways.. if its going to the depot to be fixed you should backup everything on your hd..

 

^ If the HD has no impact to the issue, I normally take it out before I send the laptop to Dell.

 

Hi Guys,

My M17x R2 has gone POP!

I was playing World of Tanks late the other night and a nice little flame shot out the back of my laptop followed by a nice smokey smell. Thought my tank had taken a hit in the game lol Was like WOW!! i know its late but playing with the lights off in my study with headphones on so the wife doesnt complain REALLY is IMMERSIVE LOL.

Anyways 2 seconds later the laptop powers off and kills power to the PSU also.

So i reset the power to the PSU (heres the funny part i am an IT engineer, and normally i wouldnt power things back on after a pop!) and power back up the laptop then boots up fine and i continue to play World of Tanks fine again for around half an hour at which point the laptop dies. (In my defence this was after a couple of voddy n cokes)

The machine now fails to power back on I have logged the call with Dell which was fun and games as for some reasone Dell didnt have the ownership transferred to me desipite myself having email confirmation from them stating that it was now registered in my name. So i had to email over proof of purchase and such, i also attached the email of confirmation i had from them for good measure.

Anyways the guys i were dealing with were very good, and got that sorted. Only issue being is i have a 3 year premium warranty but as they couldnt really diagnose the issue they didnt want to send out replacement GPU's and a System board so they requested that it was sent into the DEPOT (duu duuuu duuuuuu) It did crack me up that they wouldnt accept that it needs at least 1 new GPU and a system board as i have seen the scorches first hand. But i guess there could well be more damage that i cannot test for. So makes sense that they take it and test it and get it back to me in 1 go rather then repeated home visits.

Well laptop has been collected, just waiting on whats going on now. 2 weeks without my toy and having to help my wife in the garden is my idea of hell!!


Long thread, just wanted to share my cool story..............

Soooo cool story bro.....