Sequoia's 9750 V3.0 Cont....

For those of you following the story.

Before the holidays I restored the system (that had several pieces of software on it and did the reset beep thing on startup a couple times) to orig factory conditions. It STILL does it. Not every time just like usual. But it still does it. Its got Itunes installed on it and Adobe reader upgrade but thats IT. I am at a complete loss.

It doesnt make any sense and I am at a complete loss. 3rd system. same problem.

 

Are you cursed or something? It is surely very odd that all three units were shipped to you only and nobody else had experienced this type of issues?! must be the same unit shipped over and over again...very strange indeed.

 

I had iTunes on my m9750 and it was allot less stable then it is now with out. I had to do a fresh reinstall after a failed WinBLOWS update. I have heard about issues with iTunes and SATA hard drives as well. You might uninstall iTunes and see if it stops the current issue.

Sorry to hear you are still having problems. It really does sound like something you are doing (not on purpose of course). I really doubt any company would put the same defective gear in 3 different laptops (I emphasis doubt). My guess is it is a software issue.

Another question, did you put the same RAM as the other systems in this computer? I know you are back to delivered specs now, but there could be an issue with the third party memory that caused some sort of damage to the system. Just a thought.

If I think of any other things that might be causing this issue I'll post them here.

P.S. all of this is information from an ex Mac only user who has only 2 years of WinBLOWS experience.

 

You need to try it without anything installed other than what came from the factory. Can you do without iTunes for a few days just to rule out any non-factory installed software? This is very odd and I too seriously doubt that AW would ship you a new laptop with the old motherboard in it.

 

I have iTunes on 4 different machines at my house, and I've been using it since version 1 without any problems at all, or hearing about any kind of problems like these... iTunes and Sata HDD problems? Please, the two are completely unrelated - other than iTunes installs on a hard drive.

 

I know it's not likely that iTunes would be the problem but he needs to determine if any added software after factory may be causing the problem, before blaming the problem on hardware or factory installed software.

 

ok. I need to clarify. This system was RESTORED AGAIN to factory settings using the respawn image on the disk. Also, using the RESTORE TO FACTORY setting LAST NIGHT. I had taken the drive out and restored it. I NEVER installed that RAM I bought. So this system is as it came to me with nothing else installed and this morning 1 out of 3 boot ups did the same reset beep thing. COMPLETELY factory settings and equipment.

So now the only possibility is that installing that software initally did something that is undoable even with factory restore???

Again, I repeat, there is no equipment on it besides as it came to me.


So I tunes cant be the problem.

I do NOT want to send it back and wait for Alienware, but this time its gonna be a fight to get my money back I think. Not sure but just have a feeling.

 

since last nights 2nd factory restore, with no added equip, I didnt even do windows updates. NOTHING after the restore besides reboots.

 

I don't know Sequoia...if I didn't know better I would say it sounds like your getting dry-humped by AW support...i.e. they're not FIXING your computer when you send it in. The chance of you getting three consecutive laptops with the same obscure deficiency are almost non-existent...like one in a trillion I would say.
If AW wanted to make it right, they would forward you a NEW replacement system in good faith that you will return the faulty one once received - that would be the only way you could guarantee they're just not shipping you the same thing repackaged...
I was hoping you would find the fix in a software issue, but I'm not so hopeful given all the things you've tried...Good Luck Man

 

If you need the laptop now, try to send it in again. However, 3 repairs = the lemon law, so you can demand your money back, or get a credit. IF you get a credit you can try for the M15x or M17x which WILL be new

 

Well that rules out anything you did. AW needs to make it good-it's in their court now. I don't know what's going on, but they need to either fix this problem or give you your money back. Is the problem so intermittent that AW would have trouble reproducing it at the factory?
I guess at this point I would be ready for a full refund rather than trust AW to try to fix it again.

 

Anyone out here willing to sacrifice their computer and install the same Norton software Sequioa did? It's impossible for him to receive 3 laptops with the same flaw in it and no one else is experiencing this issue. The sacrifice would essentially require purchase of Norton and perhaps a trip to Alienware's repair facility.

Hell, a better idea would be to plead with someone AT Alienware and follow the same install process Sequoia did. Have them verify the issue. However, if they came up with nothing, I'd be hard pressed to trust them with ANYTHING technically related again.

 

Grey - here is the problem. It is probably not his fault.

The first two times.

First time: Laptop was broken so he sent it back.
Second laptop: May have had same parts as first laptop (AW may have not done anything critical)
Third time: His laptop was delayed when it was ordered due to a delay in the 200 point checking (weird) so i think that they used the same parts again.

 

Not yet... it doesn't. As Sequoia pointed out before it could be something the software he installed initially did to his computer. Since he uninstalled everything and returned his computer to complete factory settings the problem has improved. So my guess is that norton messed something up.

 

Yes, I was following his story before you or I had even purchased our laptops, but if Roor's testimony is brought into play here in which he stated that they were practically shipping out HUNDREDS of laptops per day during the holiday season, wouldn't that rule out the re-using of old parts? I myself work in manufacturing and we don't keep any particularly special place for RMA's in regards to new systems. All returns are tested again, whatever the problem may be, said defective part is replaced and the system goes through the whole test process AGAIN. There is no bias on who owns it unless it's a warranty repair.

That item if it's still in excellent condition is then placed into inventory until another customer comes and askss for the same build type, afterwhich, that system is sent to that customer. IF Sequioa's system spec type is so rare that only HE would purchase that configuration, then yes, I can see it happening, but that would be VERY rare indeed.

Also, there are databases in which these laptops and serial numbers are placed. There's a HISTORY on them even if it's slapped on a new serial number. All of it traceable within their database. It can also be assumed they have a database as all of us with our laptops can access our account and see our laptop order specs, the amount we paid and selected drivers that may or may not be of use customized for our useage.

I'm of the belief now that this issue is not isolated to just Sequoia and Alienware screwing him over 3 times in a row but it is most likely a very repeatable problem with ALL our m9750 laptops.

 

I really hate the way my laptop is peeling it's rubber coating so I myself might make this sacrificial dive to try and repeat Sequoia's predicament. By the way, what Operating system are you using? If it's XP, chances are high that I can repeat the problem, but if it's Vista, I might not be of any help....

A co-worker of mine just told me that she's having trouble finding compatible Antivirus software for Vista. Is this true?

 

no, the problem didnt improve after I returned the computer to factory settings. It did the same thing.

 

oh, and I wouldnt want ANYONE to repeat this issue on purpose.

 

Well, it might still be a software issue, but since he reformated his drive and then reinstalled the OS and factory drivers, I doubt that the cause of the problem is due to his software.
Why blame Norton? I have had Norton on my m9750 with Vista OS for 5 months now and have had absolutely no problems whatsoever. I also had Norton on my old Sony laptop for three years without any problems. Let's be logical here.
Formatting the hard drive erases everything-no data or software left. If the problem reoccurs after he has done this and then he only installs factory apps and drivers, how can it be blamed on software he had previously installed?

 

Yes, but I don't think you can be THAT unlucky. If this is a fundamental flaw with the system, then it should be tested and addressed by Alienware. I'm pretty damn sure Alienware won't admit a flaw in their system so the proof may have to come from elsewhere.

Someone out there has to methodically test this issue in an unbiased way to find the root cause of your problem.

Sequoia, have you tried creating a .iso of the BIOS and reflashing it? The goal is STILL to try and get to a factory release state.

 

-.-' well at least your units made it to the repair facility....I received a shipment email the other day thinking my notebook was on its way back, till I noticed it was now on its way to Texas. I called to find out what was going on and they said the shipping label I was given that sent it to the Florida facility where incorrect and the unit had to be sent to Texas for repairs. I might not have mind except the laptop was sitting in Florida for a week and I couldn't get a status update till the other day. Oh yah and to top it off I had received another email saying CONGRATULATIONS YOUR UNIT HAS SHIPPED

 

I dont believe (though Im not sure) that the respawn restore actually reformatted the drive - although it took long enough that perhaps it did.

And no, in this 3rd machine, I have not reflashed the bios. But honestly, I am just so fed up I dont want to do anything else.

I do agree that someone should be looking at these machines that Ive returned and finding out what the problem is. I mean, I am a pretty sane person and am not imagining this problem. Not to mention Im fairly computer savvy. Im not crazy here.


I wrote AW an email (hoping it would reach a new person) and explained the whole saga with the 3 machines. They just wrote me saying they are escalating it to the right department so I can get more "personal attention".

Im totally open to the fact that I may be causing this. But can software or screwing in a drive really cause this to the machine when it first boots up before it even reads the hard drive?
Yes Flashing the bios would perhaps be the next step - but I dont know what caused it in the first place even if that does fix it and I am just really done.
Theres nothing exciting about this machine anymore. I dont like the look of the new ones and I STILL havent been able to find size dimensions (something Im very frustrated about) so I just dont konw what Ill end up with in the future. First order of business is getting my money back.

And Im still stuck with software, a hard drive, and RAM and a backpack that I bought for this laptop.

 

Hi Sequoia

Appreciating your frustration with the whole scene, it did occur to me that maybe one of your hardware devices is flaky,showing up when you first boot up the machine on occasion. Perhaps you could try disabling your network boot in the the bios. I know troubleshooting hardware devices in a desktop by removing and booting up without is ridiculously easier than in a laptop, but you might be able to identify a flaky component by removing and starting the computer without it.
And if all else fails you can get the appropriate ISO image form Alienware to flash your bios - maybe now that you've been escalated to more "personal" service you will see some progress.

Cheers

 

Sequoia225 - I think I may be having the same problem as you. My time and date settings change sometimes. I never really thought about it until now. It started about a week ago.

 

interesting. let me konw what else you find.

 

@Grey - Alienware screwed me over 4-5 times in a row, which is why I have a new M9750. I'm saying that sometimes when it goes into repair you wonder what the **** they actually did with it.

 

Yes, absolutely! Between you and Sequoia's issues, I was really worried about purchasing an Alienware and was DAMN close to getting a Macbook Pro.

I dunno man.. I just feel like the chances of Sequoia getting 3 laptops with the same problem in a row is comparrable to winning the lottery. Yes, it can happen, but it's unbelievably rare ><. I'm more of the belief that this issue is broader and Sequoia somehow repeated the steps, whatever they may be, to bring this flaw to the surface. If the steps can be retraced and repeated by an outside source, then wouldn't that be good evidence? That's all I'm saying. I'm not trying to berate you or Sequoia, I'm just trying to find the root cause and give possible suggestions.

 

It's a controlled experiment to try to find and repeat the issue so it can be addressed and fixed. I wouldn't want anyone to screw up their laptops either but if it's in a controlled environment and properly documented it can benefit all of us, not just Alienware.

 

thats what sequoia should have done in the first place. He should have made a chart of any changes to his computer and filled it in VERY slowly

 

yeah i agree, but i think sequoia has done what most have advised and suggested, i don't think the fault lies with him. i'm starting to think perhaps his laptop is not being repaired perhaps.

perhaps its time for alienware to allow him to receive a NEW replacement (verified of course), and following that, any issues regarding his problems would fall back to something he's doing.

but i feel that sequoia is really not at fault here and is now becoming a victim of some sort. i think alienware will do the right thing and make things alright.

i've not had any issues out of my 9750 yet and really love it, but i'm am starting to doubt the sli compatibility. i've yet been able to verify that the cards are working in sli properly.

when going to nvidia's sli site, the registration software does not see my laptop as sli enabled, 3dmark06 doesn't see sli enabled either. i really wish there was a way (perhaps there is) to verify sli is enabled and working properly.

 

Have you tried to verify SLi is enabled using the STOCK Alienware drivers? I mean, I can understand if you're using the beta drivers which were only intended for desktops not registering correctly, but has it ever read correctly with the stock ones?

 

Check Device Manager and also run 3dMark06 with and without SLI and compare scores. If there is a significant increase in your 3dMark06 score with SLI then the second card must be working. Many games don't use SLI effectively if at all.

 

just to make sure things were back like they were, i used my alienspawn 2.0 and have been running my system with everything factory fresh, no third party drivers installed.

my 3dmark06 score is 7591 currently. i'm going to physically remove my second 8700m and re-run the tests to see what the score changes to, then i'll post my resluts.

 

I only installed 5 pieces of software. The problem is so intermittent. I was pretty methodical but how many times do you reboot after it sits till you move ahead with the next thing. Then when you do, it still could have been the first thing you did cause the problem is so intermittent. But I restored the system to factory with nothing on it and then it did it again. Still no word from Alienware since they said they are escalating the problem to another department.

This has been my biggest complaint with them is communication takes FOREVER with them.

 

So Alienware is giving me a full refund (thankfully - seems fair) - and they have said they have found some others with my issue but dont have a solution or known cause yet.

They said the new laptop is coming out in the next week or 2 but I dont know if that meant the 15" or the 17".

 

its the 15" sequoia

 

Well I know the 15" is coming out but I didnt know if he was implying that the 17 inch would be out soon cause he KNOWS I want a 17". Thats all I was saying.

 

nice to hear you're getting a refund...would have been nicer if you got a working 9750 though...
I just got my 9750 on Dec. 31...been treating me well so far (knock on wood!)...however the imminent release (apparently this Friday) of the m15x has me wondering if I should have held out or not...the prospect of fitting all that power into a 15 inch laptop kind of blows my mind...
I went for the 9750 partly because of the nice flat-black finishing on the machine, but mostly because patience is not one of my virtues, not to mention it is a *****in' laptop - but I think you might find yourself in a position to end up with better machine when it's all said and done, a little consolation at least.
Hopefully you will have a working high-end laptop in your hands sooner than later!

 

Soo.. would anyone like to place bets on Sequoia's next laptop having issues or not?

I was only kidding.. you guys can put the rocks down... /em runs away!

 

If you don't care about screen size, the M15x should be just as powerful as your M9750, and will probably be around the same thickness. The M17x will cost more, and I believe will be slightly bigger then your M9750.

I would go with the M15x if you don't mind a slightly smaller screen, up to you though.

 

I was waiting for this. I laughed.

They said they dont know whats causing it yet. I can say that on my current laptop, I use the same software (older versions of course). So whos to know if the new laptop will have the same problem??? I would think not, but then I would think I would have gotten a 9750 that worked right eventually.

 

I just wonder if AW is reading all of these posts, because they may scare away future customers like me for example. For a long time I was considering the 9750 from them, but now I'm a happy owner of an Aurora m7700 without mayor issues. Many, if not all of my issues I had got resolved by browsing all these different forums before buying it, but I've seen also many testimonies were people were cursing certain manufacturer’s to a degree that I’m not even considering them anymore as a possible source for my new stuff. AW is one of them when it comes to Customer Service. Luckily my m7700 is a used one (in mint shape though) and no AW CS was ever needed, but I would be really mad if I had to go through crap like Sequoia here.

If AW is in fact reading all these forums and the many complaints about the same old over and over again, why don’t they simply put someone of their crew on it and resolve this on-line for everybody to see. It would certainly make me a believer again . I’m not saying to take care of any little complaint, but this particular case is worth closing professionally! There are certainly a few others that may be worth looking at.

Then again, Dellienware may not care about a few more or less customers if their sales numbers have not yet suffered.
I’m not sure if Ferrari would do this knowing that their high end cars is not intended to be for the masses, only the rich and famous usually buy them. AW computers are also not made for everybody; it’s intended for the special gamer breed of us. Sure, everybody can drive a Ferrari for their everyday issues the same way that every AW will work with Excel, but for that to pay that much extra – I don’t think so.
I certainly would look to a Lamborghini or Lotus if Ferrari is treating me like a piece of meat. Well, there are other gamer computer manufacturer’s out there which may have better CS or quality products and now deserve a second chance.

Well, my philosophy has always been: do not buy a brand new design if you are not willing to deal with the bugs they most certainly include! Stick to the proven good stuff

...and for AW a little advice from a business man: It is easy to get a new customer, but it is very difficult to keep a customer!

Just my 2 cents on this.

 

I agree with you for the most part. I think if we knew how many laptops AW really moves, it may put these thoughts into perspective. I am frustrated but its hard cause I know it may be something Im doing. I mean, it just comes down to loading 5 pieces of software at this point - regular mass software for that matter, and the problem stayed even after a restore, BUT....

My complaint is they have my 2 past systems that did this, and supposively have noticed some others with the same problem and they dont have an answer yet. My biggest complaint with customer service is how much time it takes to deal wiht them. But they have refunded my money and not hassled too much with me except for a mistake they corrected - its just the time it all takes out of my life thats been the biggest headache..........

 

I AM very weary about not having a new laptop though I have RAM for it and a hard drive, and a backpack. I cannot return these things now. Im not sure the RAM will be right for the new AW. Nor will the backpack. It looks thicker to me - by how much who knows. But part of the reason I wanted the 9750 so much was cause of the size. But I think after 3 with no answer of what caused the problem, I cannot go on with that laptop. Unless AW emailed me knowing what caused it and how to fix it.

 

dude, just spent about an hour reading all your posts and can say that i definatly feel your pain. i have had my system for about 2 months now and have a few problems including the date and time reset, and the cursor locking up after the screen turns off. Also sometimes it doesn't turn on... just black screens and looks like its on... fan going and all... but no hdd access and just sits there. If i try and hard off it (holding the power button down) it makes a really weird clicking noise and the led's flash and the machine goes back to the same state. i have to remove the battery and power cable and turn it on with no battery to get it to work. Have yet to write to alienware and don't really want to send it back to them anyway as it literally took 9 months for it to arrive since i paid for it.
Having said that, i do live in New Zealand, and they're based in Australia. But still... other than those problems i love it... games wise its great... if i auto detect on crysis it gets set to high and plays ok, but if i set everything to medium it plays great. I just wish there was a solution to the time date issue.
I plan on replacing my battery 2moro (if i can find it), and reflashing the bios.

anyone else found a solution yet?