Technical Support Problem: Input Needed!

Hello everyone,

I trying to crowd source some information that may better help me approach a technical matter I have with my M17x R4.

My CPU is basically dyeing on me. Recently, my CPU has been firing all cylinders on start up (and well thereafter), with no programs running. Within 10min, it reaches over approximately 100 degrees and then my computer shuts off. I call support, and they sent out a tech with a new CPU heat sink, fan, and motherboard. My on-site technician changed those parts today. After my technician finished, I decided to go about my normal regime and was presented with the same issues I was having, but this time, my computer powered off and started to beep (loudly in 7 beep intervals). I called Alienware support immediately and spoke with tech support. First, I asked tech support how to turn off the beeping because my computer appeared to be powered off already. Second, I asked them to send me a new CPU to see if that may fix my technical issues. We troubleshooted the issue, and I showed him that it was my CPU, and that it needs to be replaced because it's less than a year old. However, they INSISTED that I need the same exact parts again and that my on-site technician did something wrong. The parts I received were new, so I called BS on that notion and insisted that they send me a new CPU, or at least pack it in with the other parts they want to send. I argued that logically if one was experiencing particular issues and parts were replaced that did not fix the preexisting issues, then a new solution must be formed. I am weird, so it pains me to see money being wasted needlessly (such as shipping and replacing new parts that are not even an hour old and clearly does not solve the problem). Moreover, I am a game designer, so time is very important to me. They want to send a tech out this Wed. with the same parts. I know this will not solve the issue so I may have to wait until Mon, (if they decide to send me a CPU).

After arguing with my support tech for around 15min about the logic in sending out the same exact parts that clearly didn't resolve the issue, I spoke to a manager. The manager was not helpful, although he went on and on about how he wanted to help me. The manager I spoke to wanted to talk about "alternative solutions" which is fundamentally replacing the device entirely. He even packaged it as a "deal" if this round of support does not fix the problem. I do not mind having my computer replaced, but that should only be a solution if all else fails or if too many parts are thrown in a single unit within an unreasonable timeframe. I decline and offered my own "deal". I want to be able to send Dell my computer (lose thousands of dollars I paid for my unit), and I will just purchase a new computer. Yes, you heard me right! They made me that angry by telling me they are there to help me, and such, but clearly are doing the opposite of that. Throwing in a CPU should not be issue if it can possibly fix the problem. I wouldn't have to lose more time. Further still, the manager refused to email me our conversation and his solutions. He said that it is against Dell's policy... even though I have been receiving emails from support for years, including an email last week. Something doesn't add up here.

My on-site technician is awesome! I know my computer in and out, and I know he did his job. I did not like the way Alienware support said how he might not have done his job, and they are going to note that. Keep in mind that I am having the same technical issues I previously had before my on-site technician came out. Will they get him in trouble for something he did not do? Whom can I contact to prevent such a thing? More importantly, who can I contact regarding this issue? I am more than frustrated and nearly on the ropes to just throw this computer out of the window. I relatively new to Alienware, but I have been having issues with my rigs for quite a few years now (it started the week of owning my first alien).

Have anyone else experienced anything like this? If so, what did you do to resolve it? Time is not a luxury I possess, so please provide solutions that may lead to immediate relief.

 

http://forum.notebookreview.com/ali...-emea-dell-support-full-details-included.html

Plenty of great advice here, check it out.

 

Send me a PM and I'll help you out with that. Sorry about the inconveniences with tech support.
I'm going to need your service tag and home address.

 

They sent out the correct parts, but it took a week. They are going to replace my unit because my tech support rep was horrified when he remote-accessed my computer and seen how much more work needed to be done... hahahaha. I tried to tell them, but what does the customer know, right?

 

It wasn't your CPU, it was most definitely your mobo. I bet the replacement mobo you got was DOA. Happened to me with an M17x R3.

 

2 new motherboards DOA? Hahahaha it was not a mobo problem

 

Dead serious. People get mobo replacements when bricking their mobo with custom BIOSes, then Dell tests the electronics, which work fine, then send them back out as refurbs. The person I sold my R3 to had four mobo replacements in a row that all gave 7 beeps, which is often caused by non-connectivity with the LCD, which can be caused with the modded BIOS fiddling.

 

That's insane! They may need to calibrate how they go about testing this part.

 

Hmm, that seems like an anecdotal assumption. I've been doing this for a while now and it is not that common on the M18x. User error may come into play sometimes, but that's user error and not an inherent problem with the process or firmware. I had a stock BIOS flash fail once on the M18x R1, simply out of the blue, but it was easily remedied through a blind flash recovery. The modded BIOS is nothing more than the stock BIOS with hidden menus exposed so the system can be more effectively managed. This could be a problem more often on other brands that have more locked-down and proprietary features if they require aggressive circumvention techniques, but with the M18x R1/R2 it's really not a big deal.

If it becomes more difficult to make the BIOS user-friendly due to draconian controls being implemented to try and circumvent unlocking the hidden menus, it may become a more serious problem on newer systems. If the OEMs would stop hiding the menus that enthusiasts need access to, it would make a whole lot more sense. Nobody would need an unlocked BIOS and then it would not be possible for anyone to cast blame that direction. But, I don't know that it would have a meaningful effect on the number of motherboard replacements. I bet it would not. The last M18x R1 motherboard replacement I needed had nothing to do with the BIOS.

 

From what I saw, it was often due to people playing in menus AFTER flashing, not because of a bad flash. 7 beeps can often mean LCD issues, so someone was probably tinkering in the GFX menu, and set it to one of the two that you should never set it to.

It's funny, I know at least two of them were because of this issue. Even after I got my working replacement, the Intel GFX wasn't working... They flashed the custom BIOS, set it to dedicated only, then flashed it back for service. I had to flash to the custom BIOS and re-enable switching myself.

 

The most common mistake is having "Non-Turbo Flex Support" set to enabled, and that causes a failure to POST with beeping when attempting to switch from IGFX to discrete graphics. Resetting the CMOS usually corrects that, but sometimes a blind flash is needed. I suspect that definitely is a cause for unwarranted motherboard replacement, so you may be right there. Here again, it would be user error and lack of knowledge about how to remedy the problem. The board itself is not damaged from that mistaken setting, it simply causes some sort of conflict. Testing might not reveal a issue with that setting if the boards are tested out of the system with no discrete graphics cards installed, as there may be no errors that would surface in the absence of a defect. If no issues can be detected through normal bench testing, boards that appear to be DOA may not be bad. They may only need to be reset. Hard to know with certainty, but this is a possibility based on both of our observations regarding the graphics switching.

 

I have been receiving end of Dow motherboards and its quite correct, dell only tests them for working electronics during refurbishing, it's gone to the point that my local dell tech refers to replacement motherboards as "lotto" and "passing someone else's problem".

I have had similar scenarios with gpu's as well.

AFAIK ram/ssd/Bluetooth/cables/wifi cards are always new replacements as they are not sent for refurbishing. Also dell is Australia will label every part as refurbished to save customs duty when sent from Singapore to Australia.

 

Eventually, something is going to have to give. They've blown 6x (literally) as much money than what I originally paid for my rig. Someone needs to get in there and upgrade their quality control concepts and take a deeper look at the hardware being implemented.