*** Official Alienware Notebook System Replacement Thread ***

You could ask them what is the maximum clock speed all cores for 7700Hq. But they are probably too stupid to understand that 6th and 7th Generation Intel® Core™ i7 Processors have exactly same IPC.


https://www.aw-community.com/forum/topic/7016-overclocking-level-3-dimm-profiles/?page=2

 

I had some ebay bucks to burn, it was cheap, and wanted to test it out on my xps 9370. I have a graphics amp for my 15r2 and have used that since I got the 15r2. I really like the xps 9370; it has been nice taking that to class vs my 15r2! Although I imagine I will miss the performance once I have time to game again. The node is probably not going to cut it on my 35" 3440x1440 120 hz panel. The 15r2 overclocked to 4.1 with a GTX 1080 ti in the amp drove the panel well.

 

Looks like the 7700hq tops out at 3.4 on all 4 cores. My 15r2 did 4.2 but I kept it at 4.1 for gaming. Anyhow. I am not going to accept anything other than a HK series CPU or full refund. After reading some reddit threads, other people have had similar problems that seemed to be resolved in their favor after going back and forth or escalating.

 

I know 7700Hq can’t do more than 3.4GHz on all cores(fully locked down). Hence I posted pictures of Dells widely announced promised overclock speed on old 6820Hk. Of course you shouldn’t accept their Scam offer. Ask for refund and buy something else.

 

Thanks. I found the English version where it shows the 6820HK can dynamically overclock to 4.1. I will use that if needed. It is frustrating that the Dell rep would pull this crap when he knows better.

 

Ah gotcha, that makes sense. I've looked into the Nodes as a way to add 10gig and/or quad port gigabit ethernet or other non-GPU PCIe cards to add functionality to my system. There's finally a variety of TB3 cases to chose from on the market. As more and more companies release them hopefully the prices will come down a bit more.

 

After reading through this thread, it seems that most people are getting a 8950HK as a replacement for a 6820HK or 7820HK CPU. I have a 15R2 that Dell has agreed to exchange but they are being stubborn on the CPU and screen. My original specs were 6820HK, 3840x2160 screen, gtx 980m, 16gb ram, 512 ssd, 1 TB HD. The first offer included a 7700 hq, GTX 1060, lower whr battery, and a 1920x1080 screen. The ram and storage were the same. I declined. A week later they offered a 8750H, 1060 gpu, and a 1920 x 1080 screen 99 whr battery with the same storage and ram. I declined again stating that I need a system with an OC cpu and 4k screen. Any suggestions on how to deal with Dell on this?

 

Keep putting pressure on and be respectful and friendly. That seems to work for me.

Also it will help in your case to provide screenshots or other evidence to support your request. They try to find equal or better performance but I’m also expecting equal replacement value in case I want to sell the system - I don’t want to take a lower grade that won’t fetch as much money.


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Dell offered a new system 15r4 build with the following specs:
8950HK
16GB ram
1070 OC
256SSD
1 TB HD
3840x2160 gsync panel
99whr battery

I accepted this offer as it did have the HK CPU and 4k screen. Overall, it took a while but I am happy with the process.

 

Good - glad you got a deal you’re comfortable with!


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Well I finally got my offer after all those failed repair attempts.

Alienware 17R5
Intel Core 8th Generation i9-8950HK Processor (6-Core, 2.90 GHz,12 MB)
32GB DDR4 2666MHz
1TB 2.5inch SATA Hard Drive (7200 RPM) + 256GB Solid State Drive
17.3 inch UHD (3840 x 2160) IPS Anti-Glare 300-nits Display with Tobii Eye Tracker
NVIDIA GTX 1080 8GB
Windows 10 Home 64bit English
Killer 1550 802.11ac 2x2 WiFi and Bluetooth 5.0

At first they tried to offer me the i7-8750H and 16GB DD4 at 2400mhz but I couldn't accept this since the whole year of owning the laptop I had 2400mhz ram but paid for 2666mhz and barely noticed... Same with the hard drive. I paid for one with a 64mb cache, but it came with a 32mb cache. They included an extra 256GB SSD which is quite small but its ok I guess for the mistake on their part. I just wish they could include a ssd with atleast 512GB (even swap out the sata for a larger ssd), and that gsync panel and the new per key lighting, like the razer blade. Everything else looks great. Thanks for you guys help. Really appreciate it.

 

You don’t have to accept that offer. If you’re not happy with it then ask for those changes.


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It's a great offer and I'm totally fine with it. Only thing is a 256GB drive is quite small for all the games I've got... And they say it's all they can offer due to it being equal or greater value to my current system. I'll just buy an evo and install it later. It's the gsync panel and the per key lighting that I wish they would include cuz I can upgrade everything else. The agent says he double checked with them twice already and that's the best they can do... My warranty is up in about 8 days and they say it'll be shipped out in about 3 days.. can't wait.

 

Just a quick update on my replacement - it has been a while thanks to Dell....

Original system 15r2
6820HK
512 nvme SSD
3840x2160 screen
16GB ram
980M

New system offered in early Oct:
I9 8950HK
1070OC
512NVME, 1 TB HD
16 GB ram
3840x2160 Gsync screen

I accepted it and it was supposed to ship on Nov 19 but has again been pushed to next week. I am happy with the replacement after going back and forth a few times on the CPU and screen but the continued delays due to building it are getting old. Come on Dell, 6 weeks to build a system???

 

Thats a huge upgrade tbh. But there are currently supply issues with intel cpus unfortunately

 

Finally shipped. Should be here tomorrow morning.

 

And the screen needs to be replaced. Luckily Dell had that part in stock. Seriously does Dell do any quality checking anymore? The screen had 4 patches of stuck pixels and horrendous light bleed.

 

So I have also requested a laptop replacement after 3 failed attempts to fix my temps & screen issue.
Dell is yet to get back to me with a quote and I was wondering what kind of a system I might be offered?
I am in India and they have told me that the system I'll be getting will be a refurbished one. My current configuration is i7 7820HK, 1080P 120Hz TN Gsync, 1080 Max-Q, 32GB, 1TB SSD + 1TB HDD.
Also, I was meaning to ask that are the refurbished replacement units used laptops per se? or are these new laptops with just a refurbished label attached to them?

I have a 15 R3

 

Be Patience they will give you new system mostly, the more you force the more they have chance of giving you refurbished, and there will be no label for laptop if its refurbished, only for motherboard and other components they will seal with REFURB yellow sticker.. i dint know there was a maxQ 1080 for 17R4.. 1TB SSD thats overkill lol.. you could have gone aftermarker parts.. the one which dell provides are not that good..

 

I have the 15 R3
Any idea on the specification that I'll be getting?

 

After waiting for a good 10 days I got this quote from Dell -_- @Vasudev @VICKYGAMEBOY

Configuration changes:

=====================

- 8th Generation Intel(R) Core(TM) i7-8750H (6- Core, 9MB Cache, up to 4.1GHz w/ Turbo Boost)

- 17.3" FHD (1920 x 1080) 60Hz Anti-Glare NVIDIA G-SYNC Enabled 300-nits IPS

- LCD Back Cover - Epic Silver

- 16GB, 1x16GB, DDR4, 2666MHz

- 256GB PCIe M.2 SSD + 1TB 7200RPM HDD

- NVIDIA(R) GeForce(R) GTX 1070 OC with 8GB GDDR5

- Internal US/Int (Qwerty) Per-Key RGB Backlight Keyboard

- Windows(R) 10 Home Plus Single Language, English
- Microsoft Office Home and Student 2019
- McAfee(R) Live Safe 12 month Subscription

This will be a new system not a refurb one.
I declined this system since, it is a clear downgrade from my system, 7820hk,120Hz Gsync, 32GB, 1TBSSD+1TBHDD, 1080 MQ
They have asked me to wait for another week to get me a new config for a REFURB system again from their factory team as 15 R3 is EOL
Damn you DELL.
Sub par system for $5k
Never going down the alienware route again even if I get a good config now.
Screw them!

 

They gonna throw you a few bones before they give you the good stuff lol.

 

This. Every company these days will try to give out as little as possible. Keep telling them it isn't good enough until you either get an exact equivalent of what you are owed or something better.

 

Yeah.
I am holding my ground and pushing for a system with better specs than what they previously offered. I got another reply from them today stating that they still don't have a matching refurb unit and their factory team will get back with another update after 2-3 Business days. I am really annoyed since the process began around 14 Jan.
Piss poor service and a piss poor system. So much for my first Alienware experience. $4k wasted on this hot pile of garbage.

They told me that the 15R3 and 15R4 are EOL now and they only have 17R5 for now. Does that mean I will be getting a new 17R5 after some wait since they offered me a new 17R5 previously or they'll be giving me a refurb 15R4?

 

its not that long, ive waited almost half a year for a proper system, but yes you might get 17R5 if the factory team says ur model is not on production list..

 

Dell got back to me after promising either an exact match or an upgraded system due to them taking over a month for this whole process now.
This is the system they offered me. I am very angry and dissatisfied right now please guide me what my best bet is or how to escalate this and get it resolved! @Vasudev @VICKYGAMEBOY and everyone else please



REPLACEMENT SYSTEM CONFIGURATION
Replacement System Model ALIENWARE 15 R3
CPU Intel(R) Core(TM) i7-6700HQ (Quad-Core, 6MB Cache, up to 3.5GHz w/Turbo Boost)
Memory 32GB (2x16GB) DDR4 at 2400MHz
HDD 1TB PCIe SSD (Boot) + 1TB 7200RPM SATA 6Gb/s (Storage)
Video NVIDIA(R) GeForce(R) GTX 1070 with 8GB GDDR5
LCD 15.6 inch UHD (3840 x 2160) IGZO IPS Anti-Glare 300-nits Display
Wired Keyboard Backlit Keyboard, US/International
Windows Windows 10 Home (64bit) Single Language English
Wireless Killer 1535 802.11ac 2x2 WiFi and Bluetooth 4.1
System Remark W10 Home Single/Minute scratches on A side

 

That's stupidity from Dell, I think they got your model mixed with very first Guinea pig release with even more problems than your Kabylake laptop. Ask them to verify the system specs and reject the request because Skylake is a downgrade rather than hefty upgrade.
Post your original shipped config and the price in your post for more clarity.
Don't pay any extra money for this model and if possible ask Dell to add 1 yr warranty if they don't have Kabylake in stock. That way its hefty upgrade and in case any problem arises the system is covered.

 

Had a heated conversation with the supervisor and he told me now to provide a tax breakup invoice so that the finance team can look for systems with their partners depending on the tax amount and what not -_-

I am no way accepting a piss poor system downgrade. I will keep pushing them and maybe take it twitter an be a pain in the a$$ for them!

 

Just inform Dell support at twitter.

 

first of all yes indian GST and import taxes have changed, but wth is this replacement config HQ for a HK ?? non sense, just send them the original purchase reciept or you send them a comparing pic.. with both config.. as much as i respected dell alienware, Indian Support teams are becoming horrilble sometimes, cant blame them, its all their Senior Heads who control like them.. "try to give a random cheaped out config" customer might accept.. wait for new config. dont accept until its same config or higher.. never go downgraded..

 

So here's what taking it to twitter has got me.

 

You could ask Dell for full refund now and get Thinkpads or something else.
Maybe Dell lost your case history! DellCares! Twitter handle must be changed to DellDoesn'tKnowYou!

 

good atleast the BIG Alien Head Replied in the end.. Hopefully you get some new system.. good luck.. i did wait for 6months for my 2nd replancement.. within those period of time, they were spamming me with more thn 10+ motherboards just keep spamming on twitter and mail to them..

 

Hello guys, i want to ask u something if somebody can respond me please! I have alienware r4 17 inch

~ 17.3in QHD (2550x1440) TN 120Hz Nvidia G-Sync 400nits
~ i7-7820HK (up to 4.4Ghz 8MB Cache)
~ NVIDIA GTX 1080 OC 8GB GDDR5X!!
~ 16GB Ram 2667MHZ
~ VR Ready
~ 512Gb PCIe SSD + 1TB HDD /7200 Rpm
~ KILLER Wi-Fi
~ Tobii eye-tracking

I had some problems with heating , they replace my motherboard and heatsink 3 times , after this they said to refund my money back. But i have problem because i buy laptop from someone and i transfer ownership and warranty to my name ,but to get refund i need to talk with previous owner to get money back from him, because dell can t change payment method and etc..

I can t get money back and they will give me replacement laptop. My ask if is will give me same laptop or new configuration? Will be new or refurbished ? And if they will give me alienware r5 with i9 and gtx 1080 will be same problem with heating because is same model but different configuration. So what i have to do? Thank u guys

 

Its good config. If you're worried about temps you can choose 7700HQ and 1070 version too!

 

oh really? this is downgrade not upgrade .. i can t do that . i pay for powerful laptop with gtx 1080 i can t accept to get 1070 ..

 

7820Hk can match 8th gen H chip's performance. GPU wise you aren't missing anything unless it was RTX M model?

 

rtx is better , but i m not sure they will give me rtx model .. i don t know exactly .. i still waiting for mail with configuration

 

Ok, the new refurb can be sold at good margin if it heats up again!

 

think of it with a common thing.. i7 7820HK unlocked gives you super heavy throttle with no extra watts added, then why you need a i9 ?? on that same form factor, offcourse it will run worse with throttling every min to keep up with the temps.. i have no problem if they give me 8750H, its way better in IPC and extra cores.. regarding GPU.. RTX card of 2070 Is better thn GTX1080OC FYI.. unless its a MXQ variant.. regarding the transfer, if you know the owner you can ask him to transfer the money, otherwise its a risky thing, Money Transfer charges a Huge amount between countries, you will end up paying so much taxes.. better avoid that..

 

@Vasudev @VICKYGAMEBOY
what am I supposed to do?
I'm only told to wait both on twitter and on emails. My warranty expires in June.
Are my ₹2.5 lakhs wasted?
Please advise. I'm very disheartened.

 

They will give your system in May and short answer your money is down the drain!
Rs. 2.5 lakhs is old, Rs. 5 lacs is the new trend for crippled BGA/LGA hardware that fails to work properly within a month!
I recommend you buy a refurbished Thinkpad T450 or any T series with HQ chip and get your work done w/o waiting for this BS. It seems Dell really doesn't care about End users and guess what will they do for ultra low end and mid range laptops! No damn support at all!
Shoot a message to Frank and ask if they really have your laptop in their warehouse and their db. Ask him to refund the money along with tax for wasting your time. Grab a Lenovo Thinkpad.

 

Frank doesn't respond at all after all the screenshots i have showed him.
As for the refund they told me that they will deduct the tax amount and it will take 15 business days for a refund.
And what makes you say that I'll be getting it in may? and will they extend my warranty if that happens?

 

There is no extra warranty for time loss and they will get away saying your system was checked to perfection for any errors until you find it after a week of warranty expiration. Getting the system late means you'll concentrate on your work and won't bench or play games, that's the mentality of humans.
If you think A51M is better think again! Don't waste your money on Dell and spend it on manufacturers who listen and improve their products even if you pay a little premium.
I thought they would do a express ship and take care of their enthusiast customer but they don't! I hope you kept your aftermarket RAM and SSD with you! If you did ship it to them you might not even get it back and you may get Pm961 or worse TLC NVme SSDs along with OEM RAM sticks.

 

I still have my laptop with me and the only aftermarket part is the ssd.
I am really sad that i wasted all the hard earned money on such a poor system and company.
I don't crave area 51m or an upgrade. I just need a working system.

 

Let's see how dell handles your case.

 

@Vasudev @VICKYGAMEBOY
REPLACEMENT SYSTEM CONFIGURATION
Replacement System Model ALIENWARE 17 R5
CPU 8th Generation Intel Core i9-8950HK (6-Core, 12MB Cache, up to 4.8GHz w/ Turbo Boost)
Memory 32GB 2x16GB DDR4-2666MHz
HDD 1TB PCIe M.2 SSD + 1TB 7200RPM HDD
Video NVIDIA(R) GeForce(R) GTX 1080 OC with 8GB GDDR5X
LCD 17.3" QHD (2560 x 1440) 120Hz AG NVIDIA G-SYNC, 400-nits , TN+WVA Tobii Eye-tracking
Wired Keyboard Internal US/Int (Qwerty) Backlit Keyboard with numeric keypad
Windows Windows 10 Home (64bit) Single Language English
Wireless Killer 1550 802.11ac 2x2 WiFi and Bluetooth 5.0
System Remark NA

Should I go ahead and accept this?

 

Wasn't that the model you longed for? You can choose it.

 

After the wait I was thinking they will give me 51m but nevermind.
Also the mail said it would be refurbished one? what does that mean in Indian terms? second-hand used? or just "marked refurb to save money for dell" ?

 

Just marked as refurb.