Dell to fix my M18x R2 7970M CF for a fourth time tomorrow...

Hi,

Losing too much time on this...

Its 7970Ms again, and we know the fun they have been. If I run one GPU mostly it is fine. Two GPUs, and its bluescreen time.

They changed motherboard and a GPU first time.

Second time (Dec 13) they collected the machine, and 'repaired it'. When I got Crysis 3, enabled the 2nd GPU, blue screen again.

Third time (yesterday) they came to the house again, changed the crossfire cable, then the secondary GPU, and finally the motherboard (again - making this the FOURTH MOTHERBOARD IN THIS MACHINE). Problem remains, technician left saying somebody would call me in the morning. (didn't happen).

Now they want to collect the machine again tomorrow, (which I reluctantly agreed to as I need it for work), and try once more.

I have Next business day warranty up to almost 2016 I think.

Now I have to wait a further 10+ days.

I'm considering a visit to the consumer ombudsman. The public has a right to expect certain goods or services to work, and this is falling well short of the mark...

Any ideas?

 

I wouldn't go off the deep end too much yet. Dell is trying, and I would let them keep trying. If the machine comes back and you have the same issue I would politely ask to be switched to NVIDIA GPU's and make the case that you have had too many problems with these AMD cards. If you start to push too hard Dell might push for a system exchange that would leave you with an Alienware 18 that is slightly crippled depending on your perspective. Whatever you do I hope the issue gets resolved soon for you, I know how much of a headache it can be, but Dell will get it right, it just sometimes takes going through multiple steps.

 

Might try and contact their complaints team since i think they do have option of unit replacement after certain amount of failed service calls
I know i am currently waiting for my new replacement unit since they couldnt get the spare parts to me in time fashion for the new unit i bought

 

At what point do they realize they're wasting money on repairs, LOL?

Tell them you're done with the failed attempts at repairing the system. Ask them for a replacement system. If they decline, ask for a refund.

 

Definitely the best approach, Brother wheth4400. Good advice! +1 Rep

Be nice, keep cool, offer suggestions that appeal to intelligence and things will probably get sorted the way you want them to as long as your expectations are logical and fair. You can always resort to strong arm tactics if you need to later on, but they usually take care of things in an equitable manner and it is not normally necessary to file formal complaints. Sometimes it is, but at least you do it after knowing that you tried your best to handle it in a friendly and equitable manner before implementing an aggressive Plan B.

 

I didn't expect they'd exchange for an Alienware 18, merely have an R2 on the shelf with an i7 Extreme installed.

Fourth motherboard, and no fix, and I hate deploying to work my Acer from 2009.... makes me look poor in a room full of techies.

 

Im not saying you did, or even that you want them to. What I was saying is that is you push too ahrd Dell\Alienware may just go ahead and replace the system with a new one, which would leave you with a new 18. That being said, I see that the fourth motherboard did not fix the issue, I think at this point it is time to politely ask to be switched from AMD GPU's to NVIDIA's. Explain to your rep that it has been so many tech vists with no resolution, and even some depo work with no fix. Make your case for why you believe it is the AMD gpu's and that you have read on numerous forums of the AMD gpu's being faulty more often than not. I am sure you can reference NBR to do so, as I know I recall seeing several posts related to the 7970's being faulty.

Please keep us updated, several of us have been through this with Alienware, and we know how frustrating that situation can be.

 

Hi everyone first time,
I'm going through the same right now. I have a m18xr1. Which ran great until a month ago.Power bar stopped charging and my cards were getting hot and wouldn't go over 40fps.Dell recommended that i replace the cards and mother board plus a new adapter and plug in. Of course my warranty is up in august . I do have to say though the parts have always arrived over night. the techs that have come by the house have been very nice as well. They replaced my 2 graphics cards sli.The mother board is on it's second replacement after getting the 8 beeps on startup. Now were going for a new lcd and video cable. If this doesn't work they suggest on sending it to an express depot or exchange.I've never been through this before so any insite would be great. Also if I exchange they say the only thing I could get is a m17 because the m18 are obsolete. Is this true?
thanks for you time and any input.

Sergio

 

Yes that is true, but the 17 is a ugly bad downgrade from your M18x

 

Thanks for the reply... Unfortunatley the lcd is end of life and there seems to be no stock anywhere. So there trying to get me to xpress depot or exchange. Now the tech said that i would have to go down to a m17 being that the m18's are now obsolete.
m17 with graphic amplifier maybe?

 

You can find them if you look around. Just because they don't have them in stock does not mean you cannot get one anywhere. You can almost always find them on eBay if nowhere else.

This vendor has 9 in stock: OEM-Dell-Alienware-M18x-R1-R2-18-4-1920x1080-FHD-LED-LCD-Screen-HGT3J

Don't let Alienware force you into a downgrade just because they don't have the part on hand. 17r2 with an eGPU is a downgrade in every aspect. You'd be better off buying the LCD with your own money instead of going through with the warranty service if that means a downgrade is the only option they are offering you. Or, ask them to give you an Area-51 instead. If you have to be tethered to a desk to use an eGPU, it might as well be a real desktop. The Area-51 is the only product they can offer you as a system exchange that is not a performance downgrade.

 

I think i'll go in stages first. parts first then i'll try the xpress depot ...if that doesn't work then we'll be talking about exchange. thanks again for your response ..very helpful.
Sergio

 

Do not exchange. New 17 has just ONE GPU slot. And GPU is soldered to the motherboard, you will never upgrade it. Your SLI/Crossfire in this laptop will simply destroy the "new" 17 series.

 

Yes I hear that GodlikeRu...I had it pretty good for 4 years lol hi fps and no lag. very stable until now .... I'll only settle for same performance or better. Mr fox was suggesting an area 51 machine ..i'm ok with not being mobile. But one day at a time.
thanks again for all your guys input it really helps

 

From a sheer performance stand point I would take a single 980M over a 7970M crossfire setup, you also would end up with a lighter machine. Of course we don't know how later cards will interact with the older dell systems either, it really depends on your needs.

It's certainly not an offer to dismiss out of hand, and is a reasonable suggestion, it comes down to your needs and if you want to start trying MXM upgrades in the future.

 

Hi Meaker,

I just want something that will run anything i throw at it. I love games and i was hoping to pickup witcher 3 and have some fun ....i love shooters and play a bit of warcraft. I always had them on ultra and it ran so smooth. If i can get what i lost i would be happy as long as upgrades are available for it. plus some kind of warranty for the exchange if they can't find parts.

again you guys are great

 

Why don't they have 780M's or 880M's? Odd. Frank must've lied about that, too.

The AWA was a joke.

 

If you intend to upgrade it yourself and need the mobility then the older chassis will be better in the long run IF you can get the cards to work properly and IF you invest in it.

The 980M would give you the same experience gaming as you get with your dual cards really at the moment.

 

Well just got off the phone with Gloriana from dell. She got a little mad at me when i wouldn't take the exchange. i wasn't rude or anything but she said "There are no parts for your system take the exchange."She is dropping the case and emailing the last case handler that talked to me to continue. Maybe i should talk to a rep in Canada.
Weird experience

 

A lot of the service people wont understand that their latest models wont be appropriate for some people, if the model she had been offering had been MXM I would have taken the offer myself even as a modder.

 

This was originally posted in an "Ask Me Anything" (AMA) session with General Manager Frank Azor. Here is a link to it: Ask Alienware's General Manager, Frank Azor, Anything!

That was only three months ago, but what we feared would happen seems to be a self-fulfilling prophecy. It certainly did not take very long for our fears to come to fruition. (Expand the quote to see question in blue text and response in red at the very bottom.)

Ask for an Area-51 and see what they say. Do your homework. Compare performance and original purchase price in case they challenge your request.

 

Mr fox hats off to you. That was a good read. Area-51 may be the way I need to go. I'll do some research because i'm sure they will be calling me tomorrow. thanks again

man feels like i'm running the amazing race via phone. lol

 

Ok folks need your opinion.Looks like i'm going to have to go to exchange dept for my m18xr1. looking at the area 51 ....I bought my laptop for 5436.45 before tax . The Area 51 config i'm happy with cost 3928.99 and I still would have to buy my monitor... do you think this exchange would be fair? If there any dell reps on here please give me an honest answer.

 

Oh now I'm glad I didn't renew warranty. That is totally bonkers, why would they give you a desktop in place of a laptop? Push for replacement video cards either 780M or R9 m290x, then push for Alienware 18 replacement. I personally have no space for a desktop set up and would find that exchange totally unreasonable.

 

Hey Raidriar,
If you read through my older posts. When I was talking to tech help. She had said that there are no more parts for my laptop...the m18x is now end of life. She tried to tell me to take an exchange for a m17. Then she got a bit mad when I said no. I don't mind if i'm not mobile so the area 51 set up I think would be fair ...I have the room and I would again have the great performance I had from my m18x...I do feel sorry for those that still have warranty until 2016. I'm hoping to resolve this soon it's been a fun ride to say the least.

 

It is really up to you. I would push alienware 17 R2 with some sort of graphics amplifier and graphics card bundle, or see if you like the desktop config they give you. Sad to see the death of a M18x

 

I know to think it ran like a top for 4 years. Ran everything I threw at it. ........moment of silence please

 

No way, Jose... not for me, anyway. I would NEVER accept that disposable anemic BGA pile of trash with a eGPU contraption as an M18xR1/R2/AW18 system exchange. It's lower performance and half the value, with fewer features. Losing mobility would suck, but that 17r2 would be a massive rip-off downgrade, and you'd still have to use it sitting at a desk to have slightly LESS performance running a single 980M versus 780M SLI with an overclocked Extreme CPU. I'd rather have the SLI beast fixed, but if they don't have parts the Area-51 is the only option that is equal or better performance.

They actually brag about 50-60 FPS gaming using the eGPU while tethered to a desk in all of their hyped YouTube marketing videos and my SLI beasts all typically run about double that framerate gaming with the beast on my lap in my living room recliner, LOL. And, don't even think about competitive overclocked benching with one of those wimpy jokebooks.

 

If Dell had 680m's, I'd be pushing for them as a gpu replacement option, firstly. If that fails, you could try more 7970m's. If that is not an option and you are left with system replacement, I'd be gunning for 780m's in an 18 as they still outperform a new 17R2 and you can still keep total mobility. If you aren't bothered about losing mobility, I guess the Area 51 is your next best option because why even bother with a laptop which you have to use as a desktop?

Accepting a plastic, BGA sporting machine as a replacement is not "like for like" - even if Dell chucked in the eGPU and a desktop card for you. On top of that, depending on your location, you might not even get the proper rated power supply if they offered you a 980m R2......

 

Has anyone actually received a desktop in place of a notebook yet? Interesting turnout.

 

I'll let you know Zero989. I just sent them an email in response to one i received mentioning another m18 or refund. I'm not going through the m18 hassle again if i need parts for that one. So i've asked them to see about a tower exchange instead. area 51 with 2 gtx980's so we shall see how that goes. I will keep you posted ......

 

Oh wow, they mentioned a refund being a possibility? Awesome. Take it and buy what you want in another brand... that's the best option available. For what you originally paid you can buy a maxed out Panther 5, any lesser Clevo or build a nice desktop. Makes sense since they can no longer offer like or better in a laptop, but that was not an option in the past as an alternative to system exchange.

 

Their new 51 desktops are pretty nice but of course you do lose the ability to pick up and go.

 

Ok so for you guys that still have your m18x....beware. The only exchange for you is an m17r2. Waiting to see what the refund is going to be. Also waiting to here if it's going to be dell account credit or an actual send me a check refund. Richard is great and says unfortunately the only way to get a tower exchange is to go through refund and put that refund towards the area 51 so that's were i'm at right now. will keep you posted. Again thanks everyone for the help and responses.

 

For what it's worth, when I had issues with my M18x R1 that could not be amicably resolved, Dell issued me with a refund and that refund came in the form of a cheque, not credit.

 

Hi Steviejones133,
was the refund close to what you payed for? Or was it a lesser amount.

 

My refund was for the exact amount I paid for my machine 18myths earlier.

 

Wow, I've known some good story-tellers, but 18 myths are a lot of lies.

 

@ s3rg1o

They will never refund full price, thats complete illogical thing to do! you used the laptop and you used it for 4 YEARS! They have some spare parts lying around, hell there are some Alienware 18 at dell outlet lying around....

Sorry pal, but you are asking way too much.

Tell them that you can buy 980m from ebay, and they send you the cash for that card.

Here is my story with Dell, I bought a used refurbished Alienware 18 with 4940mx, 880m and 32 useless GB; The system was a replacement for the previous owner. I decided to paste my CPU, then tiny bit of TIM (Cool Labolatory Liquid Ultra) dropped on a CPU resistor. My system didnt post and started to beep. The beep code wasnt recognized . However, the warranty was expired and believe it or not, they offered me a free repair! I then stated that Im not currently in U.S and Im going to send it local dell representative. They asked me to take a repair code to the representative for FREE! & Im not the original owner! This had happened 6 days ago!

They do have parts, they can contact dell middle east, Canada or Europe if certain part isnt available from U.S store. As stated by Mr. Fox, try to offer them solutions, they like cooperative customers, tell them that you can get parts from ebay or amazon, and ask for gift cards in return.

Anyways, that was my two cents. Keep us updated.

Regards,

Devilhunter.

 

2 cents is better than none devilhunter, going to try the express depot it's possible they get lucky and fix it ...if not they will send it back and we're back at the refund option. i'll keep ya posted.

 

All right guys, I finally got my m18r1 back on wednesday . Everything is working great.The only thing i'm not happy about is that they replaced my graphics cards 6900 series for the same ones. The 6900 series were "end of life" so I was told they would upgrade.Now if the 6900 cards were the only way to get m18 up and running i'm ok with that. On the other hand if i can upgrade cards what would be the highest i could upgrade too. All in all i'm glad i was able to get this back and running before my warranty runs out in aug.
Have a great day /night /weekend . whatever you got goin on. thanks again for all your help

S3rg1o

 

Sounds like it all worked out