Alienware 13 r3 Refused Warranty after Says 99 degrees is normal

Update 4: Compensation for the property damage (glass item) was also refused by dell. They notified me via email. I will have to wait till the 15th of april to press charges due to the lockdown.

update3:They have refused a refund or replacement while stating the system is performing normally even after damaging the system on camera. They did offer a repair which I will no longer accept. I will have to proceed legally as this is clearly them trying to scam me.

Update2:


Sadly they pretty much ruined my laptop here
3:47 display cable ripped 1 side
6:21 pointed out broken display cable rip
6:42 close of torn cable 13:42 motherboard tape still on
14:33 begins to install heatsink over the tape (heatsink pad sticker is not removed)
16:11 asks tech if he wants to put heatsink that way
25:15 breaks my glass

They simply said the diagnosis says its fine 90- 99 degrees is normal operating temp (this within 5 to 20 mins of gaming), they broke my display cable and twisted heatsink as well.Now I have two screws missing.

To be fair the person that came before this was excellent and notified them that there is an issue with laptop and back support melting.




Update: Thanks to everyone and for referring me to their twitter, I did have to give them a lengthy test report a few times including referring them to the issue posted on the fourms here: http://forum.notebookreview.com/thr...u-core-temperature-differential-issue.805062/
They have decided to issue me a motherboard and heatsink replacement.

I havent posted in a while but I need help I have posted this on the dell forums as well. However I feel this would be the only way to reach someone at alienware.

My alienware 13 r3 which is under warranty was not turning on, the dell india people sent a technician to replace the motherboard.

The technician had no idea how to open the system, misplaced a screw ripped of the heatsink, while breaking the wifi pin. After replacing the board he ran a diagnostic took a photo and said the temps are normal. The keyboard was extremely hot and the high temp on cpu was 91 which was not normal. He assured me its fine and I can game on it. When I asked about the missing screw he said there was no screw there which is a lie because he later found the screw and said its not necessary to reopen the laptop for it.

Then 2 days passed and the laptop cpu kept shooting up to 91/92 degrees. I called dell, they asked me to do some updates send photos. The issues got worse temps on the cpu within minutes kept hitting 98/99 on hwinfo. I told them this was not the case on my old board temp were at cpu 60s gpu high 70s to 80 max at full load.

The dell tech said he spoke to the alienware design team and they said this is normal operating temperature. This is clearly false as I can tell you for a fact nobody from the alienware team would say this. I need help i do not wish to deal with this rep in india who clearly has no idea what he is saying and is just mouthing of a script.

my service tag is 52LWQF2 if anyone from alienware can help me I would appreciate it as I have always bought alienware systems since 2009

PS: I have the graphic amplifier as well which is also useless now as the cpu overheats enough to downclock.

 

I would repaste and repad (if you are on stock Dell pads) - I doubt Dell will do that for you.

 

Done, its not a paste issue this is older used board that wasnt properly fixed and marked ok to be given to another customer. This is one of the boards where heatsink fails to make proper contact or there is something wrong with it.

 

Have you tried Twitter support?

 

How do I do that? ill try to tweet them is there a specific handle

 

If Alienware actually listened to any level of NBR they would have better laptops overall

@c69k is an enthusiastic member with the 13 R3, if anyone can give you assistance or direction I would imagine it to be this member...

 

thanks ill message him and try.

 

https://mobile.twitter.com/DellCares

Don't forget to link to this NBR thread in your tweet in order to increase visibility and Dell's willingness to help

 

ok will do thanks

 

Apparently this is normal, hitting 103 within 6 mins of a game. I am out of words. Apparently the alienware 13 r3 i was using before was an anomaly and the normal alienware 13 r3 works at 97 to 100 degrees cpu and throttles in 4 to 6 mins of gaming. This is what the alienware tech is trying to tell me on twitter. Iv never been this baffled.

 

As long as it runs within Intel spec Dell isn't going to lift a finger.

 

This is not in spec. Im sure 99 degrees isnt. but there is no way to convince them of it.

 

Based on this screenshot alone, I'm not convinced either. Temps reach 99C in all recent Dell laptops at stock settings. Min temp looks good, no core differences. Crucially, CPU power info is missing. You would have to figure out how to demonstrate any unreasonable temps better, maybe record a video.

 

TJ Max I think is 105c, Dell will set to 100c, so basically its in spec. Not supporting the action, merely pointing out how they can loophole out of fixing your machine.

 

As long Cpu temp reach 95C on average you should have a good case. Or max temp 97C or above. Dell’s own specs sheet.

http://forum.notebookreview.com/thr...m-owners-lounge.826831/page-664#post-10890152

Be happy you haven’t the newest from Dell 100C is within normal.


TJUNCTION = 100C
Junction Temperature is the maximum temperature allowed at the processor die. Older chips as Ivy Bridge had 105C.

 

this is the final thing I sent them the clocks average at 1.6ghz the game stutters and lags. Granted my previous motherboard bios was never updated and dint have temps like this. They said they will look into it and let me know in a day. What bothers me is that I bought the graphic amp and i will have to buy a new 15/17 inch alienware they dont make a 13 inch anymore.

 

Nice technician you got sent there.

So, the missing screw was from the heatsink or what? That would explain the increase in temps. Do you still have it? You could try to put it back yourself at least.

 

the missing screw is from the back case near the ssd drive, the heatsink cant be opened any more since he stripped 1 screw tightening it. I assume he thought the heatsink needs to be extra tight which isnt the case from what i know of my M15x. The only good thing he did is use his earphones while talking to another customer through out the time he was doing my work.

 

If he damaged the laptop while repairing it then that is cause enough for repair.

 

Sometimes these heatsink screws get soft from the heat and get easily stripped. And the ones Alienware uses on these models seem rather fragile.

Usually they can be removed with a flat head screwdriver which you stick into them and with some force, but you'll have to get some spare screws. Perhaps you should have asked the guy to give you a replacement if he had some on him.

 

I agree, if screws are missing and such tell them they need to send you a different laptop. Hopefully this one will run cooler.

 

They are sending a tech, I will explain the situation to him and see if they fix it, thanks for all the guidance i was able to talk to them on twitter they are looking into it. Ill update over here.

 

Update: Thanks to everyone and for referring me to their twitter, I did have to give them a lengthy test report a few times including referring them to the issue posted on the fourms here: http://forum.notebookreview.com/thr...u-core-temperature-differential-issue.805062/
They have decided to issue me a motherboard and heatsink replacement.

 

Np, glad this worked out! TBH It didn't for me the last time I tried Twitter, but I gave them a tough nut to crack - a weird BIOS issue Dell actually did fix another BIOS issue I reported - that time via local AW support - so they are not that useless overall.

 

Sadly they pretty much ruined my laptop I recorded their service here:
3:47 display cable ripped 1 side
6:21 pointed out broken display cable rip
6:42 close of torn cable 13:42 motherboard tape still on
14:33 begins to install heatsink over the tape (heatsink pad sticker is not removed)
16:11 asks tech if he wants to put heatsink that way
25:15 breaks my glass

They simply said the diagnosis says its fine 90- 99 degrees is normal operating temp (this within 5 to 20 mins of gaming), they broke my display cable and twisted heatsink as well.Now I have two screws missing.

To be fair the person that came before this was excellent and notified them that there is an issue with laptop and back support melting.

 

Time for a refund.

 

Im not sure how to even communicate with the the tech support on call who says this is perfectly fine and system is working as designed. He keeps repeating "dell systems operate normally at 99 degrees we dont see a problem." I wanted to scream but obviously its not his fault he is reading a script.

 

They may be "Designed to run that temperature" but if it cant maintain base clock then its operating below Intel Specification.

 

Already posted Dell’s target for max allowed average and max Cpu temp for your model. They have to follow own specs.... If they can’t fix it you can claim another working machine with minimum same specs or money back. That’s simple!


http://forum.notebookreview.com/thr...degrees-is-normal.832224/page-2#post-10997341

 

Okay I will message them on twitter and ask them a new machine or refund and see what they say.

 

They have refused a refund or replacement while stating the system is performing normaly even after damaging the system on camera. They did offer a repair which I will no longer accept. I will have to proceed legally as this is clearly them trying to scam me.

 

Very unfortunate story. Makes you rethink the value of Dell's on-site service. Unfortunately, some of the local servicemen are not exactly gurus, and to see Dell trying to avoid responsibility when something goes wrong during repair is quite disheartening. Good luck and please keep us posted..

 

You sure that video is from some Dell worker?
No standard dell clothing at all, and the anti-static brace connected to the mat, connected to nothing, is that a wireless grounding mat?.....
If the cable is torn, how do you still have image on your laptop?..

Seems a bit iffy TBH..

How did they ruin the laptop?

Why is guy barefoot? Why talking in english?

Why didn't you provide something like a clean table instead of working on the floor on his lap?

So much wrong in that video..

 

Im surprised by how fraudulent they are they refused to compensate for the broken glass and closed the case on the laptop as well.

 

He is from dell with a support dispatch number he was on call with them and brought parts from them. Dell subcontracts to some company here called wipro or tvs. Im not familiar with them but these guys are out to scam people.
I have several tables and rooms 5 of them actually, he chose to sit on the marble floor and do it. Normally I dont meet staff but this was an extraordinary step where after repeated issues I had to record this persons work.

 

I understand that on site techs Dell uses are generally subcontractors. They may not have any "standard clothing", certainly the one that replaced my mobo didn't. He looked less professional than a typical plumber TBH.

 

I would assume dell USA isnt aware of the "premium" service that is being given here. I did show them this on twitter. Due to the current virus it will take some time to take them to the consumer court and file a lawsuit in the US since the system was purchased in the US. However I have to make the effort since its the only way to get them to see the problem.

 

The only reason to buy Dell is because parts are plentiful and I can fix myself.

ALL of Dells subcontractors pass open book exams to be certified in their respective computers.

 

Update 4: Compensation for the property damage (glass item) was also refused by dell. They notified me via email. I will have to wait till the 15th of april to press charges due to the lockdown.

 

Use social media as suggested from AW support (Dell costomer support) in the link https://www.reddit.com/r/Alienware/comments/fs20mt/be_carful_from_the_bios_update/

They can't run away from own specs...

Coffee Lake temperature concerns

 

Yes I have told them this and shown them this, they are not ready to acknowledge the problem. Their standard quote of "designed to run at 99c" remains. The thing is the regular techs at dell dont actually use gaming laptops. In the rare occasion that they do and actually point out an issue with the customer they are simply removed from the case.

 

Hence I said you have to reach out to social media as Facebook/twitter. Dell is represented on both places. Even those higher up in the system.

 

@nielo I'll recommend asking for full refund + compensation (optional) for ruining a working laptop and interrupting work from home situations w/o a laptop.
Dell will say even 200C is fine since the laptop is functioning as intended and not to mention SSDs boiling to death!
Request for similar specced 13 r3 or m 15 series. Once you get the laptop sell it along with AGA and buy a better priced laptop and never choose Dell. What good is warranty when the problems are simply ignored and isn't worth Premium support they're giving us!
Happened to me twice and tech broke a week old Echo model and once every part was received I asked the tech to assemble only few parts and rest I'll assemble(repaste and repad was pending) so did that and I never allowed any tech to touch my BGA.

 

when i first just recommend a friend to buy a r1 and had some issue, they sent out two techs for 1 repair session. the guy in training working on my friend's $4000 aptop while the other guy watches him, after the repair was 8 beep of blackscreen went from semi-function to non-functional.

back in the days, at least they wont dispute your request for repair and you can still get help. nowadays they lower the standard and use the 95C+ as an excuse to avoid more issue related to their own design.

 

In 2016, they quickly acknowledged thermal issues after CPU started hitting 90C instantly. Now, even after reaching 100C they say its normal!

 

Frank left for a reason i think. Lol

 

It reminds me of my previous 13 r3. Power throttle so bad that I have to return it.

 

Have you tried undervolting? Both mobos I’ve had in my 13r3 ran hot (100C) and throttled. Used throttlestop to undervolt by .125, and now only core 1 gets hot (96C), and I never get any throttling. This is an issue with all 13r3s.


Sent from my iPhone using Tapatalk

 

Enjoy undervolt as long you can... BLACK LIST. Adjustable voltage control/turbo ratio limits are locked out

 

I guess they just want users to replace their laptops sooner (right after warranty expires). The new Alienwares are already plagued with tremendous heat issues.