Stone825 M9750 Repair Log

Hey guys tomorrow I am calling the roswell crew to see if they can fix my M9750 because as of now I cannot do anything with it. This thread will be used to post my repair experience with them instead of making a new thread every time something happens. I will try to keep this updated as much as possible.

Also, I suggest others do this type of "repair log" because that way we can easily keep track of users problems here and see what is happening with everyone.

In addition, it would be cool to have a subforum or something here called "Repair Logs" where everyone could post theirs but for now posting in the AW section will work.

I'll post again tomorrow after I call.

 

I hope they just replace it with a m15x for ya.

 

We will see what happens. Honestly I would rather stay away from the M15x but if they can't get this SLi **** fixed in a reasonable time I will want to go that direction.

The M9750 is a great machine but all of the **** that is happening makes it hard to love. I've spent at least over 24 hours messing with drivers and writing guides to help everyone and also found out about the 2.5GB ram limitation . Actually I think maybe over 30 hours now that I think about it. I've been through a huge amount of drivers on laptopvideo2go.com. I just want a refund on this computer (I'll even pay a 15% restocking fee if they made me) just to get out of AW but if worse comes to worse the M15x will do because it will be more like my M5550 in terms of portability AND if you get a good one it has seemed to please many.

 

Btw what happened to your SLI if you don't mind I ask?

 

Well I'm sure you know already but I would always try a new driver because the driver I used would crash in a certain game, or get horrible performance in another. As of right now, I can't install a driver without it crashing when I reboot or go into standby. I left the computer on for 2 days straight and the drivers crashed too so yea...

SLi has just really slaughtered computer gaming for me.

 

I will also be recording every conversation and dubbing out a lot of names and everything because I believe Roswell will actually be incredibly helpful and will hopefully resolve my issue unlike the last time I dealt with the regular technical support.

 

I also have trouble with SLI on certain games on my m9750 while others such as FSX works consistently with SLI enabled. Now I am using the nVidia 174.16 driver and I don't have any other issues with it.

I really think the SLI issue is something that only nVidia can fix with an appropriate driver. I am not sure that even the Roswell group can help you on this one. I don't mind running on a single card since there isn't that much difference in performance in my comparisons -that is frame rates improve with SLI by 50-60% -they don't double.

Let us know what Roswell has to say about the SLI issue though for those of us that would like to improve our SLI compatibility with games.

 

I am on day 52 without my m9750. (It's GPU failed on May 23rd)
Alienware is replacing it, but as not started building the replacement yet. I get a different excuse every time I call, and that is the only way I get told anything. I am annoyed because they would only give me another m9750 with an 8700m GPU, which I did not really want, especially with all the bad news from nvidia lately.

I doubt I will ever do buisness with alienware again at this point. I was trying to appreciat their doing the right thing and starting a replacement, but they are taking a ridiculous amount of time and won't tell me why in english.

Good luck with yours stone, my experience shows it is needed.

 

mjl2142, imo, I think AW is running out of 7950 GTX, this is why they took so long to fix, and will be longer. I mean, why on earth will they offer you 8700 if they do have 7950 in stock. I think you should push it a little bit to see if they can replace it with m15x.
Stone825, you might go to experience the same thing too.

 

I wish you the best Stone. You should go for the m17x. "D

 

All I know is that if I don't hear the words "in production" tomorrow, these guys are not going to have a pleasant morning. I've been using an ancient dell desktop and an ipod touch as primary computers for nearly 2 months, and I've had it.

The best part is, after they decided to replace my computer, and I had mailed it back, I got not one, but TWO replacement 7950s in the mail, which I then had to go ship back. I do not know how their inventory manager holds down a job.

 

I am on the phone with them right now about my issue and the roswell crew has been very helpful so far and they have not treated me like an idiot (aka making me re-install every driver with them for hours) so we will see what happens. I am still on the phone.

 

They are sending me a Parent 7950GTX card.

 

The 7950GTX has shipped out

 

alright. now here comes the important part

 

"prediction" installs new graphics card, system won't boot. Calls alienware, tech tells him to remove the card, make sure fans working and try again. Still doesn't work, tech tells him to do it again. This cycle continues for 30 minutes. Lots of yelling at customer tech, laptop finally boots with blue screen and then shuts off.

just messing with you stone, hopefully it will work after you get the card installed.

 

My mom (yea I know don't rag on me) is coming home with the part from her office now so I'll have it in my hands soon. I will call up tech support to replace the GPU because I don't want to bother the roswell crew with a needless walkthrough that I could probably figure out.

I'll let you know when the new GPU is in.

 

possible to find out tonight? I am interested.

 

Sure since I already pretty much cleaned the whole upstairs of the house (my section) I don't think my mom can really jump on my back about anything so I'll install it tonight. I'll make a decent quality video showing the installation if you want me to on my digital camera.

 

Just in case they forget to tell you, here is the picture guide http://4help.alienware.com/cgi-bin/...F9zZWFyY2hfdGV4dD1tOTc1MA**&p_li=&p_topview=1
When I tried to have tech support walk me through this I got really pissed because wasn't till half way through when I asked about a picture guide did they tell me.

 

Ahh the PM didn't have that thanks.

I'll still take a video though just for "fun"?

 

Okay I am done installing the new graphics card but I have not tested it yet. A few things to note though.

1. AW did not send a new heatsink out (even though it says on the guide that they should have sent a new heatsink (and presumably some AS5 or something which would make sense).

2. The card they gave me was REFURBISHED and even had a tear on it which exposed more of the chip. It look like the card was abused but I didn't take a picture of it. I'm actually going to go disassemble it to take a picture for you guys when I get the chance.

The video is uploading now. I'm going to eat dinner but I'll link you guys when it is uploaded or you can just check my youtube account (cstone825). I may take the computer apart again to get a picture of the cards side by side but I will only do it if you guys really want me to.

 

could they possibly sent you another defective card?

 

I have no idea I haven't tested the card yet but if you want I'll take a picture because it looks worse than my card that I had in

 

I don't think its even possible to get a brand new 7950 gtx anymore, pretty sure its been discontinued by Nvidia.

 

http://www.youtube.com/watch?v=u_DO8EnZUrE

Thats the video. It is kind of hard to spot the damage but you can kind of see it. I'm doing tests right now with my graphics card.

 

Update: Laptop screen will not turn on. I suspect that it is the ****ty video card that they sent me. I installed the card fine (just like the 4 times that I did in my M5550) however I have no picture what so ever. UGH...

Calling the roswell crew tomorrow. I knew that card was bad news as soon as I inspected it.

 

Combining both, means they have to either give you a m15x/m17x or credit.

 

>.> or they can upgrade him to dual 8700m gt's. Its only a upgrade in their mind of course. Btw wasn't the m9750 what you bought with a refund from your m5500?

 

@Bwh - Yep the M9750 is a CREDIT from the M5550. If I had the choice I would have jumped off of the AW boat but I was forced into buying another one. I thought this notebook was great for around a month and then it started to have so many SLi compatibility issues and everything once I tried doing something intensive on it.

I just want them to let me off of the boat . I hate SLi. It sounds great on paper, but in the real world that's another story.

Oh and dual 8700GT's... Yeah right

My two best outcomes would be the M15x (not really good but at least I would be getting new parts) or money back and I would buy the 15" clevo after it has been tested.

 

i'll say get a brand new replacement and sell it.

 

That could work but I will see. Also, could you guys see that blatant damage to the GPU there? There is that plastic coating over the chip and it had a huge slice out of it which can't be good and it turns out it wasn't good.

I'm calling tomorrow and they will probably send another card out and I'll also tell them to ship a heatsink and thermal paste because I'm pretty sure the stuff that was orig put on won't work too well.

 

yah I agree with nirvana, if you got a m15x and then just sold it for 1500$ that would get you a decent new computer.

Missing chunks of plastic on something that you wouldn't ever take a sharp object to makes me think it was dropped.

 

It actually looks like a slice was taken out though. I mean it is a very thin line which I find very weird. Since I'm going to have to replace the card again, I will take it out and take a picture before I install the next card. I'm going to call them tomorrow to let you guys know what they want me to do (I have a SAT tutor at 1130 to 1230 so I'll be doing this around 1300 - 1400 on the phone).

@BWH - I find it funny because you called the first part

So I'm calling AW but it will be the roswell crew. I'm shipping back the old card tomorrow even though that card actually worked better 0_0.

 

Old card shipped out and calling them right now.

 

On the phone with them right now. I just took out the card and tried booting the computer up but no luck the screen just flashed and that was it. I have no idea what is wrong with this system :/.

 

I just got off of the phone with the roswell crew and they are sending out another 7950GTX parent card. For the record, this will be the 2nd 7950GTX PARENT shipped out to me and I hope is the last because I NEED a working laptop (I'm already missing a graphic design meeting with a band for their business cards because I don't have my laptop).

1st card: Fail
2nd card: Maybe it will work (if it doesn't they have one more try before the lemon law applies).

By the way who the **** checked this card before it was sent out. He must have been either blind, or took a slice out of it before he processed it . Look at the bottom left of the card and you will see that there is a part missing. In addition, the tint doesn't go as close to the GPU as my old 7950GTX card so I think that this card was MESSED up.

 

Stone, can you PM me with your account info so I can check on this replacement for you ?

Thanks,

James

 

I will PM you after I write this. I have sent the original card back so I am stuck with this broken 7950GTX for now. They are already placing an order to ship me out another 7950GTX so that should be here soon.

 

=/ it's like I'm psychic or something.....

Unfortunately when they say they will take care of their customers and it still comes out like this when I see it. My point? its still a load of crap no matter how you put it.

 

Stone I feel for you. But don't back down. Stand your ground. And ask for a full refund. I think you have endured enough.

Cheers

 

@Newf - I am not going to harass them yet, rather give them 3 chances to fix the notebook. I am not the type of person who will try to cheat a company out of their money. I am giving them 3 chances to fix this notebook (they already have used 1) which in my opinion is a fair amount of tries to fix it (even though it should really only take 1 ).

If they do not fix the notebook after 3 attempts, then I will demand a full refund.

 

it could be worse stone, you could have sent it in to them and then it ends up at the wrong facility like they did with mine.

 

Yea that's why I am happy that they are sending the stuff out to me instead of me having to send the notebook in myself as it saves me the lost time (I REALLY need this notebook 100% by sept. 9).

UPDATE: The new 7950GTX has shipped out, I should have it on saturday or (more realistically monday) and I will update you guys with how installing the new GPU goes. Also, thanks for looking into my order James. I have to say that the Roswell crew is A LOT more helpful than your regular TS and it isn't that bad talking to them because they understand me.

 

New part estimated to arrive on the 23rd. However, I think it should be a lot sooner than that because I apparently have 2 day shipping.

 

Is that what alienware told you or thats what the fedex tracking says?

 

Fedex tracking, but sometimes it can be wrong.

 

any news???

 

Should have the "new" 7950GTX today. The only thing is that I get all of my stuff shipped to my moms office because I am never home during the time that fedex delivers stuff so I always end up having to change my schedule. If my mom goes to her office today she should be able to pick up the part.

 

Hay Stone825. Let them try to fix the problem. Give them some time then give them force. I know we both had major problems in our own laptops but we keep fighting. I hope you can get your system fix.