Intel Press Release - Sandy Bridge Issue - What does this mean for the M17xR3?

The question is who will pay for all this. Dell? Intel?

 

Nothing has been announced but I've tried everything on Dell.com and Alienware.com, impossible to configure the M17X R3. On Alienware.com it is gone and on Dell.com it just goes to an error page.

 

Gotta be Intel, they are the one with the defective product here. Dell is basically just packaging and selling

 

well it was pulled due to SB error but likely they will add it in since while its down they can check everything and it would be much easier to launch it then.

 

With Intel footing the bill and putting hundreds of millions aside to make this right, Dell better step up and impress their customers..

 

I agree but Dell's silence is really annoying. They are always like that not treating their customers right especially the ones that ordered already. Should they return their PC, should they contact Dell to schedule an appointment? No one knows what to do. At least Intel communicated well. Dell is always the same. The secrecy mindset which I hate in a company.

 

Its not their fault, when Dell plans they plan for the majority and right now their concern is stopping sales. They have to have a deal signed by intel before they release ANY recalls otherwise they have to foot the bill.

Trust me I work with the state goverment and its the same way. Dell has to do this so they are not responsible. It's been 2 days and the laptops out now are fine... they got maybe a 1,000 out. At least they stopped sales instead of marketing broken equipment.

 

Ok, I understand but since they took it off their website. They could just say, "Due to the sandy bridge issue, we are currently stopping to take new orders and will give out a statement soon concerning current owners."

That's the right thing to do.

 

Intel admits sending out seven million faulty chipsets "with the majority not getting into users hands". That means some less than four and one half million got into users hands. Forgive my paraphrasing.

How do you know Dell only got out about 1000 laptops in the past week or so?

 

Then Intel would be mad.

Look no ones happy about it but Dell takes care of their customers, just look at ex- M1730 owners... not every one is happy but at least they are doing something

I dont know exactly how many laptops got out but I was giving my personal guess.

 

Sadly the right thing to do does not offer much protection from class action lawsuits. Any statements need to be approved by lawyers.

 

It's still there, try my link I can add it to the cart. Doubt it gets anywhere past that, though

 

they missed one XD Damn I am a good snoop... If it is online, I can find it lol. "data runs through my veins like giant radioactive rubber pants, the pants command me... do not ignore my veins"

http://configure.dell.com/dellstore...are-m17x-r3&oc=nam17x_r_1e&s=dhs&fb=1&vw=icon
Canadian M17x R3

 

This is not good it has been pulled from the canadian site now as well. Checking my order status right now to see if it was also changed then calling Dell to see whats happening.

 

Just an FYI, I tried finding the M17x R-3 on alienware and dell's website (USA) and I cannot. Only the r-2 remains. Seems they pulled it until intel fixes their stuff? I'd expect an announcement soon for everyone who has already received an r3...

 

hey i actually just ordered mine yesterday and was wondering if anyone knows what is exactly happening to the defective ones. are they just not turning on or what are they doing. thanks.

 

This is what i got from dell

Gowrishankar_G: Welcome to Dell's Sales Chat! I hope you are doing well and thank you for waiting. My name is Gowrishankar (Extn:4161496) I will be your online Product advisor. Please allow me a moment while I respond to your query.
Gowrishankar_G: Hello Geoff
Geoff: hi
Gowrishankar_G: How are you doing ?
Geoff: i want to know why the m17x r3 has been pulled from your American and Canadian web page
Geoff: and is this going to affect my order of the m17x r3
Gowrishankar_G: there technical problem going on with sandy bridge processor
Geoff: yes i understand that and it isn't the processor it is the south bridge on the motherboard
Geoff: what does this mean for my current order for the m17x?
Gowrishankar_G: the shipment will be delayed
Geoff: OK Intel has stated it will take over a month for the new motherboards
Geoff: what are you offering your customers that have already ordered and have to wait over a month?
Gowrishankar_G: Dear Customer, We request you to kindly contact Dell Customer Care at 1800 847 4096 in regard with your query.
You will be assisted by agents specifically trained to deal with Post sales Query.
Geoff: does customer care know of this issue?
Gowrishankar_G: yes

The first customer rep didn't know what was going on so i asked for their manager. The manager did know about an issue but doesn't have the right information. The manager said it was a processor issue and i corrected him stating it was a MB issue. I was told the order status would not be compromised and that if there is a recall on the issue that dell would in fact replace that recalled item. Now I know we all cant believe Dell support but thats the info I have received, anyone else have anything to share?

 

rep chat = failure (The reps really typically don't know what they're talking about, and are generally unreliable)

....much like this news article!
Intel's Billion-Dollar Mistake

Bad reporting is bad

 

The issue in summary...

What's the problem here?
The motherboard chipset that's needed by the new Sandy Bridge processors has a fault in the area that controls SATA drives. The fault is caused by a design flaw that may allow a single transistor to "leak" electricity into neighbouring parts of the chip. The result of this is degraded drive performance over time. (It would appear that this problem is permanent, and cannot be fixed by turning off the computer.)

Are all my drives affected?
No. The chipset provides 6 connections for drives, the first 2 being for SATA-3/SATA-600, and the remainder being SATA-2/SATA-300. The SATA-3 connections are unaffected by the bug.

How does this affect the R3?
The R3 only supports Sandy Bridge CPUs, and therefore has to use the affected chipsets. The 2 SATA-3 connections will be used for the 2 internal HDD bays, so these will continue to operate as normal. However, the eSATA port and the optical drive will be hooked up to affected connections, and may degrade over time.

How long will this take to be fixed?
Nobody has an answer for this yet. Intel have only recently identified the problem, and are just now starting to fabricate chips with the design flaw fixed. These need to be shipped out to motherboard manufacturers, and new motherboards shipped out to affected PC manufacturers. This probably will take a few weeks at best.

What does this mean for my R3 order?
Until we get an official word from Dell, nobody knows. The choices are:
(1) Ship systems with the affected motherboards, and either replace the systems or the motherboards later.
(2) Delay all Sandy Bridge orders until new motherboards are available.
(3) Cancel all Sandy Bridge orders and prevent new orders until new motherboards are available.

 

well I wanted to wait to see if the R3 was getting a 485 GPU now I have no choice lol

But Dell did the right thing stopping any further orders.

 

Dell probably was forced to stop selling because Intel will only reimburse motherboard replacement of units sold prior to the announcement.

 

I spoke to a Dell rep earlier this afternoon, who contacted their production department - he said that if I place an order for an M17x R3 over the phone, it will not be delayed or canceled. Whether this is true or not I do not know.

My options are for an M15x with the 1.73Ghz Core i7, 6GB RAM, 320GB Hard Drive, 1080p screen and 460m for $1549 (discounted), or the M17x R3 with 2.0Ghz Core i7, 4GB RAM (self-upgrading later on), 320GB Hard Drive, 1080p 60hz screen and 460m for $1584 (discounted). Obviously the M17 is the better deal of the two, but at the end of the day if I opt for the 15 I'm only losing an inch and a half of screen space and some CPU speed.

It's too bad the M17x R2 is so pricey for what you get, thus eliminating it from the equation altogether for me.

Now the question is - do I place the order and risk it, or do I order the M15 and cut my losses?

 

The choice is yours Matt. Only you can decide. My guess, hold off. Even if this phone rep took your order, its most likely going to be killed.

 

man i was all excited to get my new laptop and now this comes up. i just want to get my m17x r3 problem free. thats all i ask dell. and with no delays getting it. FIX MY CRAP DELL

 

Sorry if this causes an inconvenience, but I would like to post my experience today with Dell over the phone (I already posted this in the R3 order status thread btw). If necessary, feel free to delete either of these posts. I just wanted to shed some light, if at all useful, on the situation.

So I called today. My EDD has moved from 2/18 to 2/16, and today it moved to 2/15 (EDD 2/15: this is on the phone). Just checked online, and my EDD is still 2/16.

Anywhoo, today I also spoke to a Dell csr, and he was rude and did not know about the intel issue, so he forwarded me to the alienware tech support dept. This rep was also rude, and did not know about the Intel issue, but assured me that if it's like the problem in the R2 (he said something about an HDMI problem), then a BIOS fix would be issued. I told him that it was a hardware flaw, and he said that if anything happens (it's confirmed to be a flaw) and if and when Dell receives word about it, then they (Dell) will fix it for us. Not exactly a clear answer with regard to the Intel stuff, but at least he said they'll fix it. He couldn't answer whether it would be through a recall thing or just us voluntarily sending it in if we're under warranty. He said he'd send me an email documenting our conversation, but alas, he's a damn liar. Couldnt catch his name either, as he had a French accent.

With regards to my order, it's in the Build Stage, and he said that it will continue to build like normal, until further notice. Not sure what's gonna happen now, lolz.

Hope this helps.

 

Expected? If you can point to another billion dollar chipset recall, please do...

 

I hope your order continues as planned, and isn't delayed or canceled. I had the option of ordering the R3 (I really want one), but at this point anybody who places a new order (as opposed to your pre-existing order) is probably completely in the dark.

Anyway, enjoy the system.

 

This was posted by Geared2play on the G73SW thread: "asus did recall their entire sandy bridge line. a dealer wide email went out yesterday. its not a question if, it is a question when it will fail and when it does you do not want to have some asus tech rip appart your laptop and replace the motherboard. Return it for a refund. they wouldnt send a dealer wide email recalling thousands of units for no reason. I am lucky we held back sales for weeks. my guess is this will not be rectified until march or later so dont hope for a quick turn around. end of story."

Should I call for a refund/cancellation (I'm in the "In Production" status) for my r3? Only thing I'm worried about is the excellent price I got it for, and worried that I may not get it for same price afterwards... Or should I just receive it, play it, and do the recall if/when it happens? Man, so stressed about something I don't even possess yet. HURRY UP DELL!

 

Ive just read over this thread fairly quickly, the one thing that really suprises me is that there seem to be several people still wanting to place an order or continue to have their order processed for these defective R3 systems with problems on the chipset.

WHY! ARE YOU GUYS MAD!!! - I mean, what do you POSSIBLY have to gain from progressing with an order (if it WAS possible) of a potentially faulty system?

My understanding of it is that due to the sheer size of the problem (7 million) it would be highly unlikely that Intel or OEM will offer to replace the board of any system that has shipped with the problem. Can you imagine the cost involved not to mention the logistics of having to recall millions of boards!!! - I bet the solution from Intel/OEM's will be to offer extended cover to those affected. I doubt it will be a replacement mobo for everyone who wants one.....lets be real about this! - that way, Intel wont have to cough up on every single board, only those that are claimed to be faulty later on in life - the majority of users may not even notice the degredation as its supposedly small anyhow, so yet more savings to be made by Intel....not everyone is going to claim on an extended warranty later on down the line are they? - less cost implications - owners will feel "placated" by th offer of additional warranty and recall costs go down for Intel.

Moreso, it seems likelier that the OEM *may* choose to offer those affected with some kind of extended warranty as this issue is said to be problematic later on in the lifespan of the board.

I know that personally, I would want the issue to be 100000% resolved BEFORE taking on board ('scuse the pun) a defective system - of which, you DO NOT know how Dell will deal with - maybe they will replace your board, maybe they wont - too many maybe's in my book.

I would say the following:

1) For those who are looking to buy - hold off until Intel have rectified the issue - new boards will be in production soon enough - wait for Intel to confirm this.

2) For those with an order in progress - I would want to be cancelling that order to ensure that you DONT get a board with issues - If you have arranged a good price, I would be categorically stating to Dell that you will want the same price for when you re-order as its no fault of your own.

Just my thoughts on the subject.....

 

Wait for the m17x r3 to start being available for orders again. Are you really going to want to have your motherboard replaced post-purchase either by having to send it in to the depot or having someone come out to your house? I have a few horror stories to share about both. It suffices to say that you definitely should not. And when it comes right down to it, the m17x is way more powerful than the m15x, there really is no reason to buy the m15x now, especially since the m17x is a lot thinner and lighter than it used to be.

 

I think you guys are living in a dream if you think all R3's with the defective chipset will simply be recalled/replaced.......

 

Would dell have much of a choice in the matter for the systems that they shipped after they were made aware of the defective chipsets? I have one in production at the moment and called yesterday to get any information but gave up after being transfered 4 times. If Dell is going to step up to the plate and offer me an extended warranty, i'll take my R3 now. What if i wait and get the new chipset and the laptop craps out after a year for a different problem?

 

Thats the thing really - in a nutshell.

Some people will be happy to have an extended warranty (yet to be seen if its offered) and some people wont be.

I fall into the latter category myself - I just dont like the thought of owning something that i KNOW has the propensity to degrade/fail. - other unknown issues aside.

You mention also about "crapping out" due to other issues - obviously that would be an unknown quantity at this point BUT you DO know of this particular issue, so why go ahead with it? (and also, most people would be best advised to take out as much extended warranty at the outset given that it is an expesive high end system - thats just sense and would take care of your *other* unforseen failures)

You, yourself, maybe happy to take the offer of extended warranty and deal with the faulty chipset issue should it arise or start to hinder your system performance.

I would like to see Dell's standing on this in more detail. If they offer extended warranty, for how long? - will it just be on the chipset or will it encompass the whole system for that length of time?

It really just doesnt sit well with me that I would *potentially* have paid so much for a system that *could* turn into a lemon years down the line.....I guess I could liken it to buying a new car....I wouldnt if the manufacturer said "oh, yeah....the engine could fall out in a few yrs, but if it does, and we KNOW that this IS LIKELY to happen (from our design team), we will do something about it THEN for you!"

But, its everyones own choice at the end of the day....I guess time will tell how Dell/Intel plan to deal with it.

Bottom line - prevention of problems is better than curing them!

 

BatBoy- I'm sure you have seen this on cnet but...just in case:

Dell quote:
Today, Dell issued this statement. "Dell and Intel are in communication regarding the design issue in the recently released Intel 6 Series (Sandy Bridge) support chip, code-name Cougar Point. This affects four currently available Dell products, the XPS 8300, the Vostro 460, the Alienware M17x R.3 and the Alienware Aurora R.3, as well as several other planned products including XPS 17 with 3D. We're committed to addressing this with customers who have already purchased one of the four products and will provide further details on this as it becomes available," Dell said.

Read more: HP, Dell laptops still advertised with faulty Intel chip | Nanotech - The Circuits Blog - CNET News

 

+1 REP for the first DELL/Alienware official statement I get to read

 

I have a EDD of Feb. 18th and am going to continue with this. I will keep the system as long as I can before the return policy expires. The reasoning behind this is that I'm hoping but not expecting Dell to solve the issue for existing owners. We will know more when Dell announces their plan of action which may or may not give us ammo in getting the MB replaced. I can yell you for sure that if they don't offer a replacement MB I will be returning.

 

I think any product that is manufactured has the propensity to degrade/fail over time.

I don't believe Dell or any other OEM for that matter can possibly prevent or forsee every potential problem. So they need to have a good system in place for curing problems.

Why buy a 2 yr warranty on your R2 if you don't believe it has the potential to have problems?

 

My EDD is and remains 02/21. The fact that they withdrawn the M17xR3 from the website makes me think that they would NOT ship systems with defective chipset from now on.

I have read that INTEL has already begun production of revised chipsets. Hopefully DELL is a good customer and gets its share of new chipsets quick enough.

I am still waiting for my EPP CSR to answer my questions (3 business days without even acknowledging my email)

 

now this problem with the R3's are everything R3 that has been made since they have been selling these affected for just the recent ones. thanks

 

What exactly does this say?

"I’ve been further even more decided to use even go need to do look more as anyone can."

I would think leaving the r3 up (though you can still find it) would just create more potential replacement customers in the future thus prolonging this whole thing. If they stop everything and get it fixed, it's much more cleanly done and moving forward is more easily attained.

 

Really? Have you even used Dell warranty before? You just call, tell them my motherboard is defective, and they will send a new one. Its easier than order a pizza.

 

Well the issue could crop up over multiple years and slowly degrade. I read that it is a transistor issue and so I would guess that it has the potential for every chipset to be affected, but one might not see issues for a while, or they may see them instantly. It depends on the degradation of the defect from the get-go.

1
2

 

The Executive Customer Service person I'm on the phone with from Dell just confirmed they'll be holding or canceling existing R3 orders - I'd probably call and ask for a manager if I had one on order.

 

Can we plx stop.... this person told me this. We have like 20 posts here of people talking to Dell customer service and everyone is getting a different answer. Unless you have proof... stop gossiping.

 

I can also confirm that my order has been canceled. Talked to my EPP rep this morning, and according to her all R3 orders are being canceled. My order still shows in production, but she said it will be canceled shortly. Now do I get a r2 (heavily discounted) or wait for the r3...

 

Re: Intel recall, I7 Gen 2 chipset - Alienware Forum - Alienware Club - Dell Community

 

my order was still "in production", but the money was refunded to my account. So guess they will confirm cancellation later

 

It wasn't, they are still manufacturing brand new m17x r2 "Classics".