M17x R2 Over heating problem

Hey guys,

So I got my Alienware m17xR2 and I was pretty happy with it until I decided to start benchmarking, where I found it getting low scores. And then I found out that it had an issue where the CPU would reach extremely high temeratures(95 Celsius) whilst opening normal programs, check the pictures below:
http://img214.imageshack.us/img214/539/55426276.png
http://img705.imageshack.us/img705/5466/62651023.png
http://img696.imageshack.us/img696/8070/runat.png
http://img94.imageshack.us/img94/7886/stressthrottle.png
http://img641.imageshack.us/img641/307/84964203.png

I found out from a few guys that it was from the thermal paste or the fan.
I called technical support, to see what they can do after about an hour and 45minutes on the phone he said that it was the thermal paste or fan, so then he said we are going to have to send you a new one, so then he asked for my address and I told him I wasn't in the united states, and that I won't be there for 3-9 months. And then he said he would go talk to the manager, and ask him what he can do, so after 15 minutes of waiting he said we can not ship to Kuwait, and that I shouldn't have taken the laptop outside of the united states(and that I broke the law ) and he simply hanged up.

I call again to check with another tech, and I told him the line got cut off, and that I need a new fan/thermal paste. I asked him whether I can reopen the system and install the fan or reapply the thermal paste, an he replied saying"We actaully encourage the user to do so". I told him to send it to an aramex location (kind of like a shiping address) that just resends it to my address here. whilst he was taking down the address, the line once again got disconnected.

So I call for a third time, and then the guy that answered, said the following,"I see that you are currently in kuwait, and that we cannot ship outside of the united states". So I told him to ship the part to the address(with no tech) and I will install it. He refused to do so, and started yapping for a while, and I saw that there was no use arguing, so I just closed the phone.

I've got a 4 year accidental warranty for this laptop, which I payed alot for, and now I can't use it for something that broken.
I payed 4333 dollars for thsi thing and now its just as normal as any other laptop (Except for the size )
If I open up the laptop will that void my warranty?
Is there another way to get the parts?
Should I ship it from over here an wait a few weeks?
Should I just go there and spend a few days, and fix it?

 

wow, dell's tech support plain sux.
Every complete care warranty above three years entitles you to a world wide service (where dell is available).. They also have to send you the parts to your US address no questions asked. You don't have to mention that you're out of us to them. just say that you prefer to replace the parts by yourself and then send the faulty parts back. Next time something like this happens do not accept their BS and ask to talk to a manager. Again, c.care for more than three years=world wide warranty!

 

I never new that more than three years entitles me for a world wide warranty, thanks. There is a local dell dealer over here, and there is an Alienware dealer around the region.

 

you should be able to contact them and have them look at your lappy.
Good luck.
Also, the part about taking the laptop out of the country being illegal - WTH ??
I ordered from Dell US and my sales rep knew that i am taking it to Israel. All she did is fill out some kind of internal export document.

Bottom line - don't let them give you B.S - always demand to talk to a manager.

P.S I'd edit your first post, since i am pretty sure this size of images are illegal, put thumbnails instead.

 

Should i go to dell or alienware? Dell is a few Kilometers away but Alienware i believe is in the U.A.E., which would take hours. Over here dell do not sell any alienware laptops.

 

Why not order some better thermal paste and apply yourself. I know when I get my m17x r2 the first thing I am doing is replacing the thermal paste on the CPU. I hate the crap that comes on there from the factory...
I have used OCZ Freeze on my m17x r1 and love how it worked and lowered the temps..

If the fan is coming on and you can see/hear it spin up then it is working.. just most likely bad paste and its not making good contact with the heatsink.. It wouldnt be the first time I have seen this from dell.

 

Contact Dell US and demand service.. they have to let you know how to proceed.

 

I can definitely here the fan when it gets hot. So that leaves narrows it down to the thermal paste, i thought about taking it to a friend who know how to take a laptop apart, but will that void my warranty? Is ther a sticker when opening it uo that says "warranty will void if sticker is removed" or something like that.

 

here's a link that might help
http://www.dell.com/content/topics/global.aspx/services/en/prog_portables?c=us&cs=555&l=en&s=biz

 

I'm going to do that soon, don't worry i pretty much hate dell as much as you do

 

opening the laptop does not void your warranty. don't let them give you this crap. plus, they don't have to know.

 

I have opened mine many times and it hasnt voided my warranty.. The only thing is if you open it and break something without them on the phone instructing you or one of their onsite techs then they can refuse to replace it... I replaced my cpu, vid cards, ect and had no issues... Moo has a great video that shows how to replace the cpu.. use that and follow it step by step.

If i where you in your situation, I would definitely replace the thermal paste first before wasting time with dell... If that doesnt resolve it, then fight with them... I look at it this way, if you notebook is working the way it should except for that overheating and it can be resolved by reapplying thermal paste, then i would do that rather then get another system that could potentially have other issues.


Moo's video here

http://forum.notebookreview.com/showthread.php?t=401382

 

For sure, try reapplying thermal paste such as AS5 or MX3...
here's a manual on how to disassemble the beast : http://www.dell.com/content/topics/global.aspx/services/en/prog_portables?c=us&cs=555&l=en&s=biz

it's for M17xR1 but they are the same in that matter...

 

So i shoud just reaplly the thermal paste myself? sounds easy but i dont think it is. I checked moos video and it seems pretty comple but i am willing to try opening it up, but im probably going to work on opening it with a friend.
I was just wondering, if i opened up the laptop will it be as solid, or will some parts wiggle? stupid question, i know.

 

don't worry, it will be as solid if not more
the first time is the hardest

 

When following Moo's video DO NOT stick a screwdriver under the touch panel near the "End" key as shown in the tutorial, instead open it from the hinges plastic cover. This way you have less chance to accidentally damage the touch panel. The rest shouldn't be a problem. Don't rush, do it slowly. And don't apply to much paste on the CPU crystal.

 

Good to see you made a topic about it. Well if you do decide to finally open the thing up, ill be there to help if ya need me. You already have my number Good luck buddy!

 

Yup, using a screwdriver on any plastic part is always a big no. If you absolutely must wedge something undeneath, try a plastic object (e.g. credit card) instead. It's best to find your own techniques instead of relying on those used in videos.

 

Aikimox, do you mean opening it, untill the screen is all the way open? Because I figured it is suposed to go out that way... I got mine out this way. Certainly don't use metal opjects...!

 

Yes, that's what I mean. Open the lid as wide as you can (without too much pressure) and then slightly pull up the hinge covers (as Joker said, use some plastic tool) - the touch panel should come out easily (don't forget there's a cable connected to it, so don't pull it too far)

 

I called the local dell branch, and they said they can fix it if its an international warranty(Which i guess it is, in this case). I asked the guy how it works, he told me they are just going to provide with another service just to use over here. They are closed tomorrow, and open the day after, so im going there 9.00a.m. sharp . Need to get this beast running on all four cylinders as soon as possible. If it my warranty turns out to be a non-international one, im going to have to open it up. Can't wait for Saturday

 

When I ordered my mothers m1330 XPS (I think thats the model number, I forget). The dell rep from the States told me that if I got the 4 year warranty it would be covered internationally. So don't let them trick you into thinking it isn't because it should be. Good luck buddy! Hope they fix your problem! If they do its good to hear that Dell in Kuwait is capable of fixing issues such as this, makes me feel good that if my m11x were to break down I have a place to take it to

 

With Dell support, you can speak to 10 different techs and each will tell you something different. If i don't like what they tell me, I hang up and call back 'til they tell me what I want to hear.

 

Thanks for clearing that issue up, so hopefully there will be no problem when i go over there . Now i'm realizing how Dell sucks!

 

It's funny, don't you think, and the tech basically doesn't know what he is doing, he has to go research it.

 

Indeed!

 

Finally got around, to going to dell to fix my system. They said they should check the system first, and i gave the tech the laptop. he had it in a workplace which i couldn't go into to see what he was doing. When i got it back i saw a small scratch on the back of the system. Thats where i had second thoughts about giving them the system. So yesterday, i took it to a tech i trusted. He didnt even need to see the video to oprn the entire thing up. When it was fully open, the dang cpu screws were loose!!!!! How on earth could that happen! The thermal paste was ruined, it was as hard as ever. The tech got some and put it on. and closed up the system.

I was finally happy with the dang thing. I ran 3dmark06, got a score 0f 18,081. with all bios settings maxed out, except for the Vcore which causes my system to throttle(again )
I'm not sure if thats good or not, so can anyone check there score?
I also get a pretty high temp(89-91), when running 3dmark06.
Ive got the factory ati drivers and the A02 bios if it makes any difference.
can anyone help max out the beast?

 

Good to hear CB!!

 

glad you got it resolved..Sad that this went through QC like that though.

 

I'm glad that it's up and running too, but why does it still throttle if i increase the Vcore ??

 

How high are you going with Vscore?

Best regards
Rolf

 

well, I tried one of them, not sure which. It throttled but it doesn't anymore. but im getting a low score on 3DMark06. around 17,6XX. im using the drivers it came with. im not sure if it will bump it up anymore.

 

I just checked again for throttling, it throttled when i overclocked the cpu by 5% and then increase all four cores to 25 mutlipliers. the settings in the bios are turbo mode-enabled, ddr3-1.7 volts, vcore-default, overclocking frequency- 5%. the system bsod'd and then i just ran hwinfo, i dont think that the cpu watt is normal.
http://img689.imageshack.us/i/checking.png/