Sending my m15x back for the first time...

Well.. my m15x has been locking up after about 30-45 minutes.. So I called Roswell..

The first person I talked to ran me through a memory test, cpu stress test while monitoring temperatures, and then had me do a chkdsk scan and call them back. The first call was an hour long. Chkdsk took about 45 minutes or so (I only have a 120gb hard drive) then I called them back.

This time I was on the phone for 2 hours and 5 minutes. The lady remote connected to my pc to install video drivers. First she downloaded m17x BETA video drivers that wouldn't install. Then she noticed her error and downloaded the right drivers (thank god I have 18 meg internet or it would have taken forever). This did not solve the issues. So she installed two other hardware monitoring programs to monitor temps and cpu speed. We noticed my computer was only running at 1.6ghz instead of 2.1... Installed OSD and flipped stealth mode on and off a couple times and my cpu came back to 2.1ghz and was switching down to 1.6 and 1.1ghz and then back to 2.1 when it was needed. Which is good.

She ran ORTHOS to stress the cpu for 15 minutes, the temperatures were 69 degrees, with a combined THRMS temp of 84 which one of the three monitoring programs kept flipping out and sending warnings that my cpu was way too hot. She kept going for another 10 minutes after the first warning.

Then she rebooted my system and it wouldn't boot back up. It kept trying to load windows, then just go to a black screen and not do anything. So we tried letting it cool for 5 minutes and boot back up. Still nothing. Then we took out the battery and just used ac power, still nothing. Then she sent a message to "the lab" and they told her to have me clear CMOS. So I took the cover off the bottom, removed the CMOS battery, waited 30 seconds, put it back in.. and it still wouldn't boot.

So "The lab" told her my cpu is probably the cause of my issues (overheating) and I need to send it in to get it serviced.

So thats been my fun for the day. 3 hours on the phone and 4 hours of trying to get my computer to work properly only to have to send it in (which I figured was going to happen anyways).

The worst part is I can't find my original RAM and the lady warned me that if I sent my aftermarket RAM in theres a "slight chance" I may not get it back.. joy.

The best part.. she asked me to call customer service at the number I called on and let them know if I can't find the original RAM and have to send my laptop back with my upgraded RAM. I asked her "Should I call the Roswell number?" and she said "Roswell? I heard they aren't operating anymore". I had called the 866-Roswell number and thats how I was talking to her in the first place. Think its really gone and now redirecting to regular tech support?


-Brandon

 

You spent 3 HOURS on the phone?! That is absolutey ludicrous. I had some problems just two weeks ago, and I decided to call it in this Wednesday. I told them who I was and spent the next ten minutes rattling off what I did to my laptop and how I attempted to resolve the issue to no avail. The tech didn't even ask me to do anything to the computer, and I requested a repair order. He filled out the order and had the Fedex Label in my email before I could even finish the conversation with the support agent. That really sucks that you had to spend 3 hours on the phone. I spent only about 20 minutes in total on the phone.

Good luck with your repair!

 

yeah, seems like Roswell is out of service. They were such good people too. I'm gonna miss them and wish all of the them the best in the future. I called them today too, and I was rerouted to AW tech support in Costa Rica. The guys name was Eric and he also told me that they aren't operating anymore...sucks.

I guess it depends on who you get. Hit or Miss...

btw, good luck on the repairs too.

 

Yea.. I've called Roswell before, and today I honestly thought I was talking to them. Both the reps I talked to seem to be very nice and thorough. Even had regular conversations with both of them.

I didn't mind the 3 hours.. It was actually nice checking each item individually because I honestly did not know what was wrong. I suspected either the hard drive or the motherboard.. but they think its the processor. I'd be much more willing to believe the motherboard is bad than the processor.

But whatever, its in their hands now.