Abysmal temperatures, yet Dell upper management claims otherwise

I've owned my Alienware 15 since launch. Well, I've owned a 15 R3 since launch, but am currently on my third one due to issues with the previous units. I was pleased with Customer Service for being willing to replace my computer in the past with an extremely painless process.

But now, I am experiencing absolutely terrible temperatures on my 15 R3 [7820HK/1070 at sustained ~99C/85C while gaming]. I've made multiple calls to tech support at this point (probably totalling over 5 afternoons wasted calling), but for my most recent one the agent has informed me that "upper management told us that the computer readings are still within the specifications of the unit".

Is there any way to actually get customer support to take proper action? Within the past year and a half of owning this specific unit, my heatsink has been replaced about five times with absolutely no improvements to the thermals. Repasting this unit myself in the past seemed to do absolutely nothing, so I'm not willing to open it up myself yet again to get the same results. This issue has frustrated me for over a year now, and I'm getting very tired of wasting hours at a time with tech support, only for upper management to look at my temperature readouts and go 'Thermal throttling on the CPU? Eh, that's within spec. Tell him to GTFO.'



Wouldn't be surprised if my high battery wear was also due to the high temperatures.

 

Might be a long shot, but i'd try contacting Intel support about those temperatures and ask them if it is "within spec". If they tell you its too hot, provide that evidence to Alienware. I wouldn't be surprised if they just give you the usual copy/paste answer about how they don't deal with OEM issues, but its worth a try.

If you can't get them to help you though, you will probably have to open it up and modify the heatsink to get it within a more reasonable range.

 

@Papusan Didn't Dell say 93C as thermal throttling in their support site and offer heatsink replacement if it is crossing 93C.

 

Of average temps not max. I've heard it to be 95C. Honestly depends on who you talk to on the phone.

 

Awful. And I wonder how many out there with + a year old Aw systems run their cpu well above 95C without know what's up.

No point. Dell hide them self behind Intel's 100C thermal limits. 100C is the golden standard nowadays. Puke on it!

https://www.dell.com/community/Alienware/Alienware-15-R4-Overheating/td-p/6089563

Kaby lake Overheating = average 95C. Dell know the next model would run hotter... Hence the change from 93C to 95C. Money saved on tech support.

 

5 years from now, 150C will be acceptable as thermal throttling.

 

I doubt it. Rather that the acceptable will become more like this... As long you don't run into shut down or BSOD = No tech support help or better say NO repair. Then all good

 

So its like buying a rabid dog that will bite you couple of days afterwards.

 

i never thot the newer tripod designs have so many issues even on stock, atleast the R2 had only BDPROC issues mostly.. R1 had Hybrid Power / BDPROC issues.. but this is insane for those who bough the TRIPOD design..

 

At this point dell looks like they are wiping their hands with you. Your best bet IMO is to send it out to Iunlock and let them do the service to get your machine to where it can run nice and smooth. That’s what I would do to ensure the computer can last longer. At this rate with those temps your computer will not game smoothly and eventually BSOD from all this high temps. Sent it out to Iunlock ASAP and I am sure if he can’t get to temps he has shown on his repaste thread, he would not charge you for the service and just the shipping.

 

Its better to sort the issue with dell to get a replacement and if its working fine within the user's POV only then send it to iunlock to enjoy the PC for longer.

 

Call back
tell them everything is fine
let them "close the case"

then call back, new open case = new open case manager and not one thats going to be stupid and tell lies. i seriously doubt this message actually came from dell upper management. these guys send out massively upgraded units to compromise when customer is not happy.

 

Not that anyone should have to, but have you tried undervolting? I find I get much cooler temps (like, 15 or more degrees under load) with an undervolt of about .125 and just by raising the back of the laptop up when in games. I have a 17r5 so it's a little different, but my temps are manageable with those two changes.

 

Thanks everyone, glad you guys agree that something is wrong here.

That's my take on it. I spent good money on the computer + extended warranty and I expect the unit to at least perform properly.

I've had around 5 separate cases opened last year. Prior to around August/September, they agreed to replace the heatsink, but after it was clear that it didn't work I told the support agents that it seems pretty pointless to try again and expect different results. After that, they changed their tone to 'Nothing wrong, send it in for over a week if you want us to do anything.' I declined that option as this is my only computer which I need to use for school etc. I've had that response given to me either two or three times now.

Just realised my -100mV undervolt is still active, and it probably was also set when I took those screenshots. I usually use a cooling pad, but when playing Overwatch my GPU still routinely reaches 85C.

Also for reference, the two screenshots of HWINFO64 were taken after a game of quick play in Overwatch. Both the CPU and GPU throttle very often, leading to very unstable framerates.

 

What happens if you raise the back of the laptop. SInce your GPU temperatures are also bad, it could be that the bottom is being choked, if that is not the issue, then your heatsink is making terrible contact with the components.

Its kinda sad that I have to keep repeating this, its not the "tripod" its the too thick thermal pads. YOu ahve to see the heatsink as 3 screws on the top side and 4 on the bottom. SInce the GPU side itself is of heavy influence. and if all thermal pads on the GPU side are too thick/not compressing enough. You can bet your ass it causes bad temps. His GPU is also reaching 90c which is a clear indication that his heatsink just isnt making contact overall, if the bottom vents arent being choked.

Just exchanging the thermal pads on my unit gave me a nice sub 80c temperature on CPU and sub 70c on GPU and when it is hot, the CPU touches a still good 82c at most. Thats the highest I ever had it at after a repad.

 

I typically use my laptop on a cooling pad, which gives it rather good elevation and airflow. However, those screenshots were taken without to give a worst-case scenario. Though, I still get ~85C in Overwatch with my cooling pad.

Also, are you saying that the thermal pads Dell puts on their heatsinks are always too thick? The past few heatsinks they sent to install also had similar results.

 

Not always, but there is something wrong with your gpu temps. 90c is way too much for the 1070 in these units. Even out of the box all units that i saw never go over 75c.

 

I know there's something wrong, but Dell seems to claim otherwise :/

 

With the cpu they have a case simply because intel claims that up to 100c is okay on the cpu. Even though nvidia states something like 90c on their gpus. It is highly unusual that it runs this hot. So something is assembled very wrong in my opinion. If you where in the netherlands i could take a look at it. But i suspect you arent.

Bf5 for example. Doesnt push my gpu over 71c in a 22/24c room for example after a couple of play.

 

shouldnt the brand be doing all this testing of thermal pad and what not.. just be honest.. we are paying something premium.. forums are there for this kinda stuffs and some people will help offcourse.. but these days brands are taking advantage of this kinda stuffs and overpowering themselves.. today i just opend a latitude with a cpu only, even there they are using this extended tripod clip type.. even R2 GPU memory chips on the left side needs 1mm instad of 0.5mm which is recomended by alienware.. 2 different part ID with different gap..

 

Brands should indeed, but unfortuantely this is not the case and there arent any alternatives. I havent seen any laptops this generation that came with good proper thermals out of the box from thin & lights to the big and heavy ones. Apart from the boutique brands though where you can pay for extra checkups.

 

Have you performed a repaste with a Good thermal paste? If not, it could make all the difference in the world.

 

I've repasted with Kyronaut and Conductonaut with barely any improvement about three heatsinks ago, which is why I feel like it's not worth doing it again and wasting my money. That stuff isn't cheap...
Regardless, my current situation is that gaming in a ~20-25C environment gives me these temperatures on a daily basis. GPU rose to 93C recently while playing Overwatch too and I had to up the speeds of my cooling pad fans when I noticed the game was stuttering.

 

Return it to dell.

 

I'd do that if I didn't need it for school; it's my only computer.

 

You could ask for a loaner laptop from dell.

 

I asked if they would provide a service like that, but the tech support reps I spoke to said they would not.