Stone825 M9750 Repair Log

@Atol - I am doing my "give a company 3 tries to fix the same problem" dael which I think is completely fair. Basically, I feel that if a company cannot fix a problem within 3 attempts than obviously they will not be able to fix it in a reasonable time (I actually need to use the laptop )

 

I've had many head aches and problems with the Sli on my m9750. The older stock drivers where the only drivers that would work correctly, and even then, only when Sli was disabled. Newer drivers would crash instantly with or without sli anytime any sort of 3d graphics where displayed.

After months of annoyance and assuming it was a nvidia or vista problem, a friend of mine suggested it was hardware. Two e-mails to tech support later they sent me two new 8700m. I guess since it was impossible to tell which card was faulty they just replaced them both.

They didn't include any thermal compound which was a annoying since it is intergral to the installation. Had to take a train ride to go buy some at a store.

Well anyway, since installing the new cards the system runs great. However it should have run great from the start. I'm extremely doubtfull alienware test the systems properly before sending them out. A faulty Gpu or possibly two faulty gpu's isn't something I'd imagine slips under the rader easily. All they had to do was load any game or 3d benchmark and they would have realised something wasn't working correctly.

I now have a bad feeling that the dodgy cards I sent back will find their way into some other poor guy's purchase. The damaged 7950 card they sent you makes me feel they recycle hardware returned to them.

Long story short, I wont be buying alienware again. I hope you get yours sorted, it's a crap feeling knowing you've spent a lot of money on something that doesn't work correctly.

 

The card is at my moms office but she forgot to bring it home today so I will be installing the new card tomorrow night when I get it which leaves me Friday to call the roswell crew if it does not work.

 

Should have the card soon.

 

I am excited!!!!!!!!

 

Heh sorry you're going to have to wait. I have the card but I have to go pick up my car from the shop right now so when I get back it ill be done.

 

Starting installation

 

is it brand new or just another refurb?

 

Screen still won't turn on at all... please AW just ****ing fix this... When I call roswell tomorrow i'm going to make it crystal clear that I need it fixed or I need my money back to buy a functional computer outside of them.

By the way it is a refurb and the bronze colored coating showed a little of the chip and there was thermal paste all in the cracks. Not sure if that is the issue though. All I know is I want this fixed. Oh **** this I have to take my lunch break tomorrow to call them and I won't have my laptop. This is so awesome I can't explain it with words.

 

definitely ask for m17x with SLI 8700m. btw how are you so sure that it's not the motherboard screwing you up?

 

If anything I would ask for the M15x with the 8800GTX as that is the closest in performance to my M9750. The last thing I want to do is get a larger laptop and I'm staying away from SLi from now on. Why can't AW make a computer that works properly? Honestly if you guys think i'm just trying to get a new laptop that is bull**** because I had the same desktop for around 4 years before getting a new one. For some reason every AW I have is **** .

Also, I have no idea if it is my mobo or not, I'm not a computer genius, I just know a little more over the average user. Basiaclly I just did whatever AW told me to do, and apparently 2 cards should have fixed that. They have 1 more try to fix my computer and if I have to send it back and get it back damaged or not 100% fixed I'm going to be furious.

1 last try... ugh

 

the truth is that they are unable to send a brand new 7950 GTX, and while we can't even determine where the problems came from, I suggest you send in your laptop asap, you will need to do it soon or later anyway.

 

Yea I am going to send my laptop in so that they have a final good chance to fix it. I hope they don't capture the funds on my 7950GTX as I haven't had the time to send it out yet . I'm sending it back first thing on monday so James if you are reading this it is coming back.

 

>.> I would put a block on your card just in case if you are that worried.

 

Well AW makes it sound all hard core because they put the hold on your card until they get the other one back, and apparently if they don't get it in 5 days they "capture" the funds. Ill probably just end up reversing the charges if they charge me because I'm sending it back on monday.

 

That's why I wouldn't let them send me any repair parts, their shipping sucks so bad, you could never receive the package and then end up paying for it. If you are sending the laptop in, make sure it goes to the Texas repair facility, the Florida address is not the repair center.

 

AW shipping isnt bad. i had a video card sent to me and then i sent the none working one back to them. there was no charge on the credit card. AW also pays for the shipping to them and the shipping back to you. If you are sending your laptop in, they will pay for the shipping on that to. They will email you a pre paid shipping label and then you just schedule a fed ex guy to come pick up the laptop.

 

They shipped my laptop to the wrong center and refused to tell me about it till a week later when I was emailed a shipping label for my laptop going to texas. Sorry, but that is bad shipping....

 

calling the roswell crew now

edit: 1, 666 posts

 

they hung up on me...

called me back on my cell sweet

 

sending it back tomorrow

 

Laptop has been away for a week. Hopefully I'll get it back next week.

 

so, out of curiosity... how many times did this Lappy make a trip back and forth?...

wow... any frequent flyer miles?
who's paying the freight?

 

They sent me out 2 parts both which didn't work (one after another). This is my first time sending THIS system back to them. They pay for everything but it takes a damn while and you have to package the system yourself which is annoying.

If it doesn't work 100% I'm asking for a complete refund (I'll even pay the restocking fee) because I sent my M5550 back 3 times which took forever. Hell my HP holds up better than both of my AW's. Maybe I just have bad luck with them or something

 

i think you should go for a full refund and move it to the m17x i have had no problems with it and ive been playing around with it for a while and they have fixed ALOT of problems that they had with the m15x anyways hope everything works out

 

Hey Stone,

You know just as well as anyone the pain and frustration you've paid the price to have on such a "premiere" branded system. If you're like me, you've learned your lesson and won't be purchasing another AW branded system.

 

Out of the two years that I have had AW systems...

M5550 - Didn't work properly for 14 months. GPU kept downclocking non-stop.
M9750 - Always have to play with the drivers because they crash or something and then followed by blue screens. Part of the reason I wrote the SLi guide.

I haven't had a 100% working AW laptop and I am a little annoyed. If anything, I would go for the M15x because the m17x is too large for me.

 

=/ stone I say eat the 15% restock fee if they offer it and get the 15 inch sager. Thats what I'm trying to decide on right now, the sager or the new toshiba f55.

 

You sure you want to go for the m15x? You've been on these forums long enough to know better

 

I would go with the m15x even with its problems, which are mostly solved with the new BIOS, Because IMO the m15x is just plain unmatched. the looks , the performance and the style.

 

still the case though- like a fat lady running, with the wobble and that

 

except the fat lady can run the 100m in 10 seconds flat.

 

Yea I know better but the M17x is simply too large for me. Right now if this isn't fixed when it gets back I'm considering asking to pay a 15% restocking fee because both AW laptops out now really don't suit me at all (15" has reliability issues and 17" is too large) considering I started with the M5550 and the M9750 was a sacrifice because AW didn't have any 15" notebooks at the time.

 

Stone, I definitely know how you feel. If I was offered money back instead of credit I would've jumped off of the AW bandwagon. But, the m15x is pretty nice. If you get a good one without problems like me.

 

Don't forget the chub rub. It's bound to happen.

 

They shipped it back yesterday. I'm going to be home on sunday night so I'll probably check it out sometime in the week.

 

that was quick? like a week only? I hope they fixed it.

 

I see a broken computer in your future with a service tag saying its fixed

 

Yea if its broken when I get it back they owe me a credit or refund because this is getting ridiculous and I've lost 2 clients because I haven't had the laptop with me at a meeting

 

It should be arriving on wednesday

 

seriously, send them a letter saying that you can rent a real WORKING machine and see if they are willing to pay the tab while they are repairing their machine...

worth a shot...
no?

anywhoo... best of luck... hope this time, it works...

 

Gettin the laptop back this wednesday so it will be 2 weeks and 2 days that I have been without it and it hasn't been working 100% since June 22nd (I was away so I didn't get a chance to let them work on it since July 13th).

So right now they have been working on it from 7/13/08 -> 8/11/08

 

just out of curious, why don't you get a cheap spare laptop like $399 for meetings?

 

I need a laptop that can do photoshop / other work when I'm away (I'm going to vegas on sunday) or working with a band (my friends meeting I just recently could not attend) because they want to see the changes while I'm there because it helps them share their ideas better and see what works.

 

Hello _____,

Greetings from Alienware’s Roswell Division.

As you may already know, your system has been repaired and shipped out. According to FedEx’s website, you will be receiving it tomorrow. A printed report of the repairs done to the system will be included in the package.

Feel free to let me know if you have any questions about this. I will be glad to answer your inquiries.

_________________________________

That email was appreciated as it shows that they care more about my repair process than just the regular tech support. Hopefully when I get the system everything should be working 100%. If not I'm going to be pissed because sending the laptop back again is going to seriously going to cost me some business.

 

getting back your m9750 tonight?

 

Yea I haven't turned it on yet or tested it so I'm going to do that after I shower.

 

Let us know how it goes man. *crosses fingers*

 

Well it turns on but that doesn't mean it works 100%. I need to do some testing tonight (that means that it is running up to par in 3dmark and games).

Edit: Just going to do a cumulative test before I post anything else.