m15x: Dead speakers and cracking/melted monitor casing. Fun.

I've been awake for more consecutive hours than I care to mention, and this problem has not made those hours any more bearable. In the interest of sanity, I'm just going to copy/paste the e-mail I'll be sending Alienware Customer Support in the morning, just as soon as I can find my camera's USB cable to upload the images mentioned.

I'm curious to see if anyone has come across similar problems, and if so, what they've done about them.

 

haven't heard of any of those problems but you going to have to send your machine in. I'm just wondering does your light pipe work? That the only thing behind the lcd cover that is white.

 

That's unheard of... Sorry to hear that, but I think this is bound to happen.
Can you give us some more details about how this overheating (and possible melting of hardware) happaned? Where you playing? Did you by any chance followed System temperatures?
I'm afraid this is a problem we are all in danger of experiencing... The bad design of the laptop, the poor materials, together with a very inneficient cooling system, makes of this laptop, in my oppinion, a time bomb.
I'm really starting to lose the "Initial flame" I felt with the M15x... Maybe it's simply not a good choice.

 

Hi fex
sorry to hear of your troubles but as milcs stated it sounds like we could have a ticking time bomb in front of us.

firstly how long have you had you m15x and are these the first problems you have had.
this is quite worrying because anything that gets to a certain temperature has a tendancey to catch fire (god forbid).

ive had mine 3 weeks and its already gone back for a fried motherboard and while it was there they have changed the whole case/chassis.
sadly there are just too many problems occuring with this top of the range laptop and each day new problems are showing their ugly face.

what have we let ourselves in for.

 

do you thnk that's because of the alienware company being acquired by dell? as we all know, dell is reputed for manufacturing low cost laptops from "low" quality materials... perhaps alienware lappies are also inheriting this treatment...

 

Luke we will never know the truth to that. We can only speculate. It may be a combination of alot of things. One of the biggest complaints with AW was pricing. So maybe by taking that fact into consideration, they have tried to cut cost on certain items. That may have not been the proper choice. Arguably the proper choice maybe to appeal to the masses.

Fex I am sorry to hear of your issues, and I am sure a call from AW will coming your way. That seems pretty nerving that the system had gotten that hot. But it has been a complaint from many people that the quality of the speakers are terrible, the worst speakers I have ever owned in a laptop. It's actually embarrasing. 4k for a laptop and my crack berry sounds better.

 

i asked this same question a couple of months ago and it sounds like at the moment dell do own AW but have left them to run it their own way.

 

That's terrible man. Good luck getting it fixed/replaced.

 

Hi Fex,

I sent you a PM requesting account information, I will look into this issue.

 

Hey Alienware-Armando, since you here reading these forums. Do you have any news on the CPU downclcoking issue. Or is everyone at Alienware just hoping we will go away.

Thanks in advance.

 

Currently, we are still working on any reported m15x downclocking issues. Product Group is working towards a final solution to address these issues. Rest assure Alienware is not ignoring anyone and will not stop untill is resolved. We apologize for the inconvenience and thank you for your patience.

 

Armando, as you are new in this forum, can you please introduce yourself so that we know what's your position within AW?
Thank you very much

 

http://forum.notebookreview.com/showthread.php?t=251798

 

Fex, I notice at the end of the e-mail(?) that you said that there were pictures included. Could you perhaps post those here?

 

Lo and behold, images:


This image displays the faulty monitor casing most vividly.


Here, we can see a couple of the molten plastic bits that are jamming the casing open, as well as what appears to be a metal nut (a recent development- I'm sure it'll fall out eventually, but I don't want to mess with it, so it remains stuck there for a little while).


Another shot of the monitor casing gap.


Several bits of melted plastic have fallen through the gap, shown here.

---

Anyway, I ordered this the first week it was available, and I've had it for just a few months, now. While I have encountered a few other common problems (keyboard unresponsiveness, faulty touch-sensitive controls, tinny speakers), this is the first problem I've encountered that I felt was significant enough to warrant a trip to Techsupportville.

---

Anyway, I am very glad to hear from you, Armando. I contacted Tech Support about the audio issue, before I noticed the gap in the monitor casing. That [very brief] conversation can be found here.

I will be shooting a copy of this thread's OP to tech support as soon as I finish this post, now that I've got the images uploaded, and I will be sending you the requested information here, as well.

I understand that front-line products are often tricky and risky, so I'm not terribly surprised to have run into some issues with the m15x. Whether or not the problems are dealt with quickly and effectively is what will determine my first impression with Alienware. :]

 

wow that picture is painful to look at

 

@Taco: Yeah, the pipe lighting is still functional. The light glows through the crack.

 

yeah that's what I was thinkin

 

Ehh... this thread (and others) is making me rethink my m15x order. I love the laptop, but I'm in it for the long run (4-5 years) and somehow, with the heat this thing puts out, I doubt it will last that long.

=(

 

oh wow...that is really insane..

 

It appears more to be a assembly error or defective material rather than heat related. I honestly don't know where any heat could be generated high enough to melt the plastic in the lcd case. I mean, the theory of it being generated over the upper right corner of the laptop doesn't really work because it's going to be transferred through the hinge joint or any two surfaces that are touching and you'd have more plastic warped and broken closest to the heat source. I think something just snapped and worked it's way down between the lcd case, evidenced also by the metal nut that "fell from above".

I hope they can get it fixed pronto though.

 

Aye, I'm very much hoping it's just some sort of construction error, and not an error prone to recur, as an overheating problem would be.

 

i think that's most likely the case. given the number of m15xs already out there, i would think that things like this would be reported with massive red lights if they were common.

 

Plus I've had mine for almost 4 months now running the 8800M GTX and can't say I've seen any melting. I agree with the verdict that this is probably just an unfortunate one-off occurance

 

Good luck. I hope that Alienware gets the job done for you.

 

Alright, well... I'm gonna go ahead with my order... hope I don't regret it!

 

I think Fex you should post pic to back up your story

 

Alienware... please explain... thats shocking heat damage. what the heck is going on.
im def waiting for the new cases for the m15s now.... thats almost recall level in m y books look how much its bent under heat!

 

Hm the only thing I could think of, is that the heatsink of the gfx has somehow contact to the hinges of the screen and transfers some of its heat up into the display!?

 

You'd have melting and warping from plastic closest to the heat source. I don't see any way heat could transfer with that sort of precision without deforming any other part of the case. It's either got to be a local source of heat in the lcd assembly (doubtful), or plastic that was already warped and malformed before assembly. It was probably assembled improperly and the stress finally caused some of the plastic to break. Either way, I have a hard time seeing this as a ubiquitous problem considering only one person has complained about it.

 

Fex,

I see that you are already working with technical support to resolve this issue, I will be around just in case you need further assistance, send me a PM if needed.

Thank you,

 

Armando,

Would it be possible for AW to explain to it's customers why we are experiencing such malfunctions with this PREMIUM system.

I mean these issues have been occuring for the lenght of the M15x's existance. And in every thread we start we continually see the same replies. "We are currently working on a fix/bois update or patch. Quite frankly I think AW owes us an appology for releasing such a defective product. Or at least a recall and replacement once a working system is released.

I mean AW must be aware that eventually the Media will begin to ask questions, or worse yet a class action lawsuit filed against them. I think you will find these problems are becoming more common as time goes by.

And I am fully aware that you will never answer this post, but I will have content in knowing that at least you have read it.

I have recived communications last week from The Roswell team about not recieving my email. One was quickly returned, and guess what no reply. We are paying customers, and AW have sold us a defective product. There is no exscuse for the lenght of time AW customers have had to wait for an official response. WHY we are having so many issues. As I have said before I will never recommend another AW product to anyone. AW should completely utterly be embarrased with the complete lack of and professionalism we have seen from standard CS, and your repair facility. This is an absolute disgrace and insult to your customers.

I most likely will get banned for this, but this needs to said. Enough beating around the bush.

 

I don't see why you should be banned...
This is the truth and nothing more than that. I could bet there is not a single M15x that doesn't have some sort of problem. Obviously some people won't even bother, but they are there.

You can even make a list of problems:

- Wobbly screen + creaking noises
- Lousiest webcam on a high end computer ever
- Pipeline light is very bad and there's lot's of light bleeding through the LCD case
- Uncountable heating problems (GPU, CPU, etc etc etc) that SHOULDN'T be solved with some bios updates, but rather designing new cooling solutions
- AlienFx lighting has far too many little problems. From light flickering to keyboard colours being all messed up and bleeding other colours.
- Touch controls unresponsive
- Keyboard unresponsive
- Keyboard has lots of flex on front right side (by the keyboard)
- Security lock does not fit the UNIVERSAL kensington locks
- Computer just looks like a big cheap plastic box
- Lot's of problems with hybernation and Sleep functions. Several systems were reported to hybernate at their own will.
- Speakers are worst than most speakers on Mobile phones nowadays
- etc (add yours)

On my side, I have to say I'm lucky (so far), and appart from the bad construction quality, I don't have most of the other hardware related problems. But one thing is saying my computer works well enough, the other thing is to work the way it's supposed to be working (and to meet the expectations we all had from an Alienware computer).
I mean... when I first thought of Alienware I thought that it was the Nirvana of costumized computers. I thought I was buying the best thing money could buy... Right now, I feel I bought a nice GPU and something surrounding it (A powerfull GPU on a big plastic cheap box with some christmas lights decorating it).

Even if I share the frustration of other people and I feel deceived in part, I have to say I would still buy the M15x. I hope I won't end up regretting it so much as many of us in this forum.

 

/signed

Good post and i dont even have my m15x but i have been looking into this lappy since it was first released and this laptop does have many amazingly awsome points to it but you are right newfiejudd.

The m15x has had soo many problems and i wouldent be supprised to hear that 65% or more threads made on this AW are about problems with the m15x.

I did spend a few months debating wether or not to buy this laptop due to all the problems as im paying £1600+ for my laptop and i do really hope it can last longer then 2-3years. I suppose only time will tell but AW states it does so many types of quality checking on these laptops yet the moment 30% or so open their boxes to inspect their new found love they get smaked in the face by hairline marks and other very obvious defects that are not resolved before the laptop is sent out.

Honestly i would gladly wait an exta month to make sure the product i recieve is working perfectly and actually reasures me that AW are the best and that i made the right choice giving them ****loads of my hard earned money for a product that works how it should.

/Slash

 

It could be that this is why Dell has recently chosen to merge their XPS development teams with AW and why they are devoting more resources to AW in the future. It appears that Dell is very interested in making AW the best solution for high end mobile gaming solutions. They are going to have to get their hands dirty and take away some of AW's autonomy if they plan on fully realizing that solution. They need to get involved in the hardware design along with quality assurance and they desperately need to restructure the customer service at AW. AW needs to stop focusing so much on innovation and "first to market" mentality that they overlook glaring design flaws that should never have made it through proper QA. Who cares that AW was the first 15.4" notebook w/8800 GTX to market if it doesn't work properly as advertised? Lawsuits are made in such ways and customer confidence is lost.

 

I totally and completely agree. Alienware needs to just come out with an explanation. I think they owe it to all of us who jumped in headfirst and ended up with so many issues. Just an explanation.

I have an m15x and I do like it. Even with all the problems (Not as serious as others here) and all the time and effort in talking with CS and so on so forth, I have to admit I like the machine. Its an innovative idea and there are bound to be some problems. But most of the issues that have surfaced look more like quality issues that could certainly have been avoided.

I dont know how many of you out there agree with this, but I for one, and as would newfie, really want an explanation!

 

Me neither. I don't understand why people think they are going to get banned for posting information/opinions. If you follow the common sense forum rules, there's basically nothing you have to worry about.

 

Well, I canceled my order. I really wanted the computer, but for one that I'm hoping to keep for 4-5 years, the M15x didn't seem like the best choice. It's good that the problems with heat and downclocking with the 8800M have been fixed, but to me, the build quality isn't good/assuring enough for a system of $3000. These are the kind of problems I'd except with like a... I don't know, a Gateway, or Packard Bell?

It made me really sad to cancel the order, and the CS on the phone didn't make it any easier as he tried hard to convince me to keep the order =(
I was really excited for this computer, but for me, I can't take any chances when it comes to spending $3000.

 

newfiejudd & milcs

There is nothing I could add to your words, fully agree to what you two wrote!

And if there is anyone who should be banned from this forums, its alienware

 

I totally support you man, although I am not a m15x owner yet. I have been following almost every thread there is about the m15x since its debut with the black m15x.

And my opinion is that how can they release a product that has such a huge engineering flaw ? The heat is just crazy, its just like buying yourself a time bomb, and at anytime, it will overheat a bit too much and damage your product, like i mean what were the engineers and testers doing ? Did they actually have a m15x running at maybe 50-60C even after stress testing ?

To me i still feel that 80C+ for a notebook is a very unhealthy temp for any hardware, it will not last. At least thats my opinion.

I had to take a lot of things in consideration as well when thinking to get one in july, like maybe during winter or spring in Melbourne it would be fine (9-15C) around that tempt, but what happens if I used my laptop during summer ? when the air temp is 30-38C ? will my laptop overheat even more ?

 

Remi I think you have made the right decision. It would be wiser to wait and see, instead of jumping in head first. As alot of us had done.

Thanks guys for the support. And Chaz I guess I shoudl have known better. My mistake. Again NBR is a very open and Unbiased resource.


So AW we are still here and still waiting. TICK TOCK TICK TOCK...

 

I have been there- now I am looking at what's next- I am willing to go to 2500 sterling, but not for this... and to newfiejudd & milcs good one you to bring this up...

At least AW does follow best CRM practices and not try to keep a lid on the issue, so I have to say they do get some things right, because it's VERY good that AW is here and I pity the fool ( as Mr. T said.. http://en.wikipedia.org/wiki/I_Pity_the_Fool_(TV_series)) that has to sit here and take the brunt and blame for bad quality from a testing and quality aspect..

 

@Maceto - In my experience, Alienware likes to keep a lid on things until they are forced to solve a problem or risk extreme bad reputation.

For example, both the M5500 and the M5550 had overheating problems which I think everyone here will agree with. However, Alienware did nothing to solve this problem, or at least I didn't see anything done. That was beacuse people were experiencing the problem, but not enough people were getting extreme enough and writing to engadget and whatnot. Personally, I feel that the only reason any of these problems have been recognized is because of us.

If it weren't for us you would be calling about your M15x and the tech support agent would say "this is the first time I have heard of this problem sir, I am very sorry and I will see what I can do for you". **5 min** "sir, it looks like you will have to send your system back to us, I can assure you that it will be fixed in a 2 - 3 week period and then you will have your system back". **3 weeks later** "I'm sorry that your computer is not working sir, once again, this is the first time I have heard about this problem. You are going to have to ship your system back to our repair facilities again so that they can look into the issue"

-- Story of my 14 months with my M5550

 

Stone I think your right there. No one from AW wants to even post or make a comment regarding the issues with the M15x.

 

it seems to me that they aren't allowed to.

 

hehe I guess we will see..but if they agree they have a problem you can demand your $$ back and no restocking fee then...

 

As with all Alienware products, our goal is to provide the highest quality possible and as a result, we are continuing to work on any issue an m15x customer experiences. We highly encourage m15x users to contact us at [email protected] for any issues they may be experiencing so we can work with them one-on-one to resolve their concerns.

 

We've all done that, and haven't even gotten a reply e-mail to verify that it has been recieved. How are we supposed to know?

 

yeah, I never got an email reply to my one email to the m15x address. As well, I've been trying to get customer support over the past few days and for some reason they're working incredibly slowly now. Emailed on monday, so far haven't gotten a substantive reply (only a "sorry for the delay" email)

 

I did this also and what did I get "we aware of the situation" What good does it do to e-mail there when no one will help.