*** Official Clevo P870DM/Sager NP9870-G Owner's Lounge - Phoenix has arisen! ***

Yeah its winding me up, the whole process has been a catalogue of disasters;

Ordered laptop, delivery was delayed
Turned up, worked in game for 30 seconds before overheating
Sent back faulty GPU identified but no stock to carry out repair
Stock arrived, replacement GPU rendered faulty also
Second replacement installed and tested, apparently all OK
Returned, told expedited but standard delivery used
Turned up, worked but lost GSYNC

and now today Prema has managed to identify the wrong GPU has been installed

I clicked purchase on the 20th November and this case is still ongoing...

I am loosing confidence and excitement, now I am just resenting the purchase.

 

Wow. Worse than I thought! Who is the reseller?

To minimise this total inconvenience there is no way you should have to send whole laptop back. Put forward the idea of them sending you the card, any good reseller should do this for their customer.

Sorry to hear all this crap

 

I wont resort to naming and shaming. The matter is in their hands and hopefully they will come forward with a resolution shortly, I have proposed they send the GPU to myself.

I rarely have any time off work, I have a little over Christmas and just want to do abit of gaming.

 

name and shame them, for all of NBR to see!

thatll also be an extra motivation boost for them to get their act together

 

I have to agree with this. This'll be your 4th gpu!

Good luck anyway

 

Hm, shaming is such a thing! But on the other Hand: this is what NBR is for and you reach them here more directly then in any E-Mail or telephone conversation.... WITHOUT blaming them!

 

Technically you already told us. XMG should be mysn right ?

 

Wups, I would edit that out but its been quoted now.

To be fair the UK branch have been very helpful, professional and friendly over the phone. I just think I have been extremely unlucky. Should have a proposal by the end of today.

 

Yea, its not bad though. **** happens, that technician of them mustve mad a mistake somewhere. Happens to the best. Lets see what they say about swapping on your own.
Personally I believe they would decline due to "warranty" reasons. But thats just my guess !

 

Play without g-sync and wait for them to arrive. This time they are not taking the machine to swap it out! You don't have down time and a minor inconvenience. Meanwhile, that should allow for you to do your own proper paste of the GPU when it gets there (if you want it done right...). I think it's fair and they are trusting you to ship them the card in it. They screwed up. They get it (they may have even just grabbed the wrong card in their shipment and were rushing to get it out because of the time they had it). Mistakes happen, to be fair. This allows you to have and use your machine.

 

Said... like a boss

 

Abuse it to all hell before they get it back! Clearly you must test your overclocking limits without destroying it and telling them!

 

I hadn't seen this thread regarding Sherlock0486 's issues but I will stand up after being "named and shamed" and explain the situation in a little more detail. This information isn't directly at our customer, it's more for the wider community so that we can explain what has been happening and also put right a couple of points.


The actual build process and timeframe was exactly on schedule so at that point everything was fine. The system passed our tests and was shipped out. The delivery took a day longer than expected because DHL missed a connection at the UK hub.


The RMA process happened at an unfortunately time, Sherlock0486 sent it back on Friday 4th and our RMA department received it on Monday morning (7th). We had a late shipment of GTX 980 come in so had to wait a day for the delivery to arrive. This is where the problems became troublesome for our RMA team, because the original GPU failed testing and so did the replacement. They spent extra time testing the 3rd GPU and once this had completed the laptop was sent back to our customer. We freely admit that this has caused a time delay for our customer and we have spoken at length to Sherlock0486 both via email and on the phone. GPUs failing is something that does happen and it can only be put down to back luck. Our testing procedures pick up most things, but no IT company has a 0% RMA rate.


How the engineers installed a non G-Sync GTX 980 I do not know. They have opened an internal investigation about this and trust me measures will be put in place to stop this happening. The most likely reason seems to be that the bar code scanning system miss recorded a non G-Sync card as a G-Sync card, so it may not even have been human error. Whetaver happened, I know it definitely wasn't because the engineers were rushing to get it turned around quickly because they were actually taking more time than normal to test the system following the previous two bad GPUs.


Couple of other points:


- our engineers paste CPUs and GPUs every day so there's no reason to suggest that this needs to be done again in order to get a "decent paste job". If our customers wish to do this then they can do, but it's not necessary for temperature or stability reasons, only if a customer prefers to use a different thermal compound.


- there has been no request to have a replacement GPU sent out. At the moment we are waiting for confirmation of an advanced RMA for the whole system, which will mean that Sherlock0486 has no down time at all from this point forward.

EDIT - actually this ^^^ was requested but during a phone call, our support agent just confirmed, but the solution we have offered is going to be better than sending the GPU by itself

We completely accept that the situation is unacceptable and have both apologised to the customer on several occasions and also offered several compensation options.


At the same time, I don't think it is fair to refer to this as a naming and shaming case. Yes, the wrong version of the last GTX 980 was installed and sent to the customer, but this is actually the only mistake that our company has made. A big mistake yes, but the only mistake. The shipping of the RMA should have been sent express back to the customer which means that it should have been delivered on Monday rather than Tuesday. If it were delivered on Monday, it would have been in keeping with the previous shipment of Friday to Monday. Our freight department is talking to DHL to find out why it wasn't delivered on Monday as expected, but I expect they will say it was due to the time of year. Unacceptable to us and the customer, but once DHL or any shipping company makes a collection they have control of the process.


As Sherlock0486 stated, it really has been a case of very bad luck (apart from the GPU vBIOS).We do appreciate his comments and cander in this matter, it would have been easy to have gone ballistic over this case and he hasn't. The bottom line is that we are and have done everything we can to resolve this as quickly as possible. Ultimately we have no control over bad GPUs, or even two in a row - what's important is that we get over these problems and find a resolution as quickly as possible.


Finally I just would like to say for anyone else reading this (and I think most members on nbr would agree with this statement) that Sherlock0486's case is definitely not indicative of our wider RMA service or support systems. You'll see from our Trusted Shops scores that our staff and support systems are amongst the best in Europe if not wider. It's also very rare that I need to make a post like this on nbr, purely because this type of case is so extremely rare.

 

ha, of all vendors it had to be mysn/xmg! i can only say that ive had 101% positive experiences with them thus far and going to this length and explaining the situation in detail only supports my personal view on them
i do, however, stand by my previous post that "naming and shaming" is completely fine in cases of unwarranted customer "mistreatment". after all, this is what a forum like NBR is for, to exchange information, opinions and experiences with hardware, software and vendors!

Sent from my Nexus 5 using Tapatalk

 

no, that is unethical. If one wants to abuse a system, it should be his own system not one that he knows is about to be exchanged. The reseller has to also explain to the ODM what happened and have valid reasons for exchange otherwise it would be coming out of their own pocket.

 

I'm sure he was kidding about abusing the system

And to the reseller above, I think that's a very good reply, and it looks certain your customer will be looked after. Just one point, you said..

Does this mean you'll accept a request for new gpu to be sent to him so he has no down time?? It seems you want the whole system back?

 

Btw, the paste comment wasn't directed at you, but rather all companies. There have been general complaints about it. Also, paying yourself allows a selection of TIM.

 

Oh I agree completely and would never tell a customer not to post, it just needs to be a fair complaint. The point I was making is that misstreating a customer is different to component failure. Yes our RMa department made a big mistake, but it was a mistake and not rude customer service or going against an agreement etc etc.

No, we can't unfortunately offer this. However what we have asked the RMA department to do is to arrange a new system to be built up and sent as an advanced RMA, avoiding downtime. This is a better option for a number of reasons, including that we can test the GPU for stability and temps in the chassis that it will be used in by the customer.

No problem, just clarifying. I think quite a few of these reports come from the fact that a lot companies simply don't replace the stock Clevo TC (or perhaps not, none of our customers have reported it to me directly).

 

Ahh I see. This is an ok resolution, new system for him with minimal downtime, good to see

An unfortunate episode, I look forward to his reply on this, I'd personally be ok with this

 

Looks like it's official. Desktop 980 Sli Does exist, Just not for this notebook as of yet.

 

Nice graphics but whats up with that physics score? Must be the MSI 6920hq GT80s? The question is how far can it go? I am sure your wheels are already spinning.

 

Yea, theres nothing wrong with naming and there was no "shaming" as mistakes are normal and showing how good you resolve this just shows how good a company is.
After all theres always more complaints to be found on the internet than praise because usually people only start writing when they got an issue.

 

If that was a hk at the end of that, then there might be hope for the cpu....

Yep, waiting on confirmation if the gpus have the same pcb config as the 980M and no special add on parts or cables.

 

Even if they do, zm and above could use them... If it is a 120/150W, it may not need the extra power cable. If the 180W variant appears, it will need the cable. I want to see a photo of the card to see if the current heatsinks will match it. Either way, I just got a 980m and won't bother with a new upgrade for a year.

But, I'm going to attempt over 5ghz and my 980m at sub zero to see if I can catch your single gpu score with the panther (I know the physics won't match yours, but the graphics score I might catch. I have 13,7xx score at 4.5ghz on my zm.)...

 

yuppieee! I got the new EC Firmware update!

HIDevolution sent me the new EC Firmware for Phoenix 1.05.03PM v2

 

Firstly I would like to thank you for your response and all your help throughout this saga.

I wanted to make it clear that I never set out or made it my intention to "name and shame" XMG or MySN for the problems I have experienced during this transaction. In fact when I was prompted to do this I realised that had already mentioned the brand and for this I apologise. I don't make it my mission to post online slating a companies business ethic, after sales customer support or technical ability.

Unfortunately I work in an industry and have done for years where delayed delivery, faulty products or the supply of something other than asked for can cost us hundreds of thousands, therefore my approach may have been a tad bullish to start and over the phone I've had to bit my tongue a number of times. This attitude has been drilled into me but I think I have expressed on a number of occasions that I don't intend to get angry. I can only commend the guys at the UK branch for their continued professionalism and calm when dealing with the issue. I think all at XMG realise that I am just a little upset with this collection of disasters. I fully understand that alot of these are out of your control and some have just been plain bad luck.

I am sure you understand why I posted on these boards in the first place. The pool of experience and knowledge is deep and as you can see a page or two back Prema managed to pin point the issue which may have taken the RMA team abit longer, I don't know. The majority of my posts have just been fact finding or a moan to vent built up frustration.

On a positive note the laptop which I currently have in hand is an outstanding and very capable product. Well built, solid and does give the premium feel. Its just a shame its not 100% in my case YET. Also as I've said before the UK branch have been massively helpful with continuous updates, friendly phone manner and urgency when dealing with my case. Its a really unfortunate situation and I think we will all agree that this is a big cock up on the GPU part but I look forward to having the situation resolved shortly.

 

@jaybee83, @Matrix Leader the clevo GPU OC utlity do anything to GPU voltage when OCing? Or for that the only choice is Precision X or NVIDIA Inspector?

 

What clevo gpu oc utility??

 

Go to the control center folder in programs. There will be a gpuoc file. See if you have version 2 on there. Working and don't have time to find and screen shot

 

wow did not know that. will check it out in a few.

 

Yeah this new Clevo direction is both exciting and raw. =D

 

no voltage control, just clocks. also, only the oc2 utility lets u adjust vram clocks, the regular oc tool is just for single gpu and gpu core clocks. so yeah, no way around nvidia inspector

 

I forgot the reason I ignored it and stick with inspector...

 

Ken just posted these shots of the gpu.
Looks totally do able. in the new and old clevo's.

 

The thing is, they're slightly wider and that tab is in the way. Maybe we can cut it off

 

I have my machine apart right now looking it over. There looks to be space for the master card, but the slave may have a bit of trouble. (p570wm3)

 

Yeah the tab looks like it'll hit the heatpipe



Did a quick PS edit, might fit:

 

There is slightly further for the SLI cable to reach too....

 

so wait, those are finally some shots of the msi gt80 variants, correct? looks like it might actually be doable in standard mxm machines....

edit: hm crap, still not enough space in the ZM for the wider footprint... heres to hoping for a standard mxm pascal gpu!

Sent from my Nexus 5 using Tapatalk

 

Okay, some new pics from over the GT80 Titan thread:





The cooling solution looks interesting though I doubt that these Cards will fit in a Panther or Phoenix due to this "Tab" this Card is sporting.

 

aw man, so close! WHY did they need to put on that extra tab?

 

9680M SLI - first overclocked run: http://www.3dmark.com/3dm11/10679576

 

That gave me orgasms. More!

 

What's up with the GPU score? It should be 7K higher.

 

Maybe he had g-sync enabled by mistake...that "feature" messes up a lot.

 

That's an impressive improvement over stock!

 

That's a pretty good overclock to be in the 1400+ mhz at that voltage. Keep flooding us with results.

Sent from my LG-H901 using Tapatalk

 

I'm having some NVIDIA driver issues with W7 right now. Keep getting multiple BSOD (never the same one and almost all pointing to NVIDIA crap) and it corrupted Windows bad enough I'm going to start over with W7. Other than absolutely HORRIBLE physics performance my W10 installation is still OK. I thought W8 was horrible, but W10 is worse at benching than I remembered it being. What a piece of canine excrement... bloody hate it.

Yes, it does mess up a lot... me no likey G-SYNC.

For those that want to "get by" with one 330W AC adapter with 980M SLI, here is yet another example (there are already tons of them, but here is one more) why that's not necessarily realistic. This was the 3DMark 11 run I just posted early. I sat my phone on the desk and let it record the power draw. That was the peak draw in test #1 and it hit that about 6 times.



Saw some photos of the lower powered 980 in this thread. For perspective, here are some showing the size of the 200W version. In case anyone cares to know, the 980M thermal pads are 0.5MM and 0.3MM thick.

And, whoever is having issues with the slave GPU being 10°C warmer should look at repasting or getting the slave heat sink replaced instead of adding heat pipes to balance them. These are anywhere from 1°C to 3°C variance... under load and idle, so almost nothing, really.

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Just to set something straight and ensure some references aren't confused when it comes to the 980m sli. The gpu card closest to the cpu or in the middle seems to be the master and the slave is on the outside. I have done some testing and it checks out but others have made references to the gpu in the middle as the slave.

Pic https://onedrive.live.com/redir?res...authkey=!ALP7VI9PCHQxGF4&v=3&ithint=photo,png

Sent from my LG-H901 using Tapatalk