An official statement regarding overheating issues on the Alienware m15x.

[Alienware-Steve]

Good afternoon,

Though we have tested the machines thoroughly, we have not experienced this issue at Alienware; however, customer satisfaction is extremely important to us, and we will continue to investigate and see if we can duplicate the issue. Once we can isolate the issue and how to address it, we will let our customer service technicians know immediately so they can help users that may be experiencing this issue. As always, we take any feedback in forums, blogs and newsgroups seriously and encourage our customers to contact us directly whenever they experience unexpected issues with their machines.

Regards,

Steve Lopez

Support Forums Administrator

Alienware Corporation

[Rebmik]

Maybe you should test the systems a little more before shipping it to thousands of people and then making them pay a 15% restocking fee when their GPU fries.

[EeekiE]

Rebmik, your comment isn't helping anyone who wants to work with Alienware to resolve this issue. I know you've been mucked around, but you've cut your ties now so let the people who want this resolved have the "air time" so to speak.

Thanks Steve for letting us know where we stand and making contact.
Chaz on these boards is reviewing a demo unit, and has found he can replicate the problem using a program called "ATI Tool" to monitor and stress the GPU. It is repeatable and easily replicated. The same problem occurs after a few hours of a game such as Crysis too.

http://forum.notebookreview.com/show...38#post3086838

It is the feeling with some that the cause is due to the GPU fan not increasing it's RPM in relation to the increasing temperatures although this has not been verified.

[ioaniro]

Good afternoon,

Though we have tested the machines thoroughly, we have not experienced this issue at Alienware; however, customer satisfaction is extremely important to us, and we will continue to investigate and see if we can duplicate the issue. Once we can isolate the issue and how to address it, we will let our customer service technicians know immediately so they can help users that may be experiencing this issue. As always, we take any feedback in forums, blogs and newsgroups seriously and encourage our customers to contact us directly whenever they experience unexpected issues with their machines.

Regards,

Steve Lopez

Support Forums Administrator

Alienware Corporation

Hmm... is this for real lol. I thought we're supposed to get emails saying this not posts .

[Rebmik]

Hmmmm? I am speaking for the people who have problems with their notebooks who were charged a 15% restocking fee for a broken notebook. I think it's absurd and am voicing my opinion.

[ioaniro]

If this guy is for real it means our voices were heared again! Keep your shouts coming, someone might be reading this!!

PS sadly i wrote 5 emails to AW and nobody answered in a week but here they are reading forums :P

[daveh98]

Steve I guess a lot of people are concerned about the return policy. I think a lot of customers are in a panic that they may be sitting on a 3-5k paperweight that will be destined to fry in a matter of months. Almost every forum member is having overheating and downclocking issues so this isn't an issue that should be difficult to duplicate. I hope you keep us updated and please reference some of the posts regarding the downclocking issues. The members have extensively tested this. Unfortunately it is frusturating to be benchmarking instead of gameplaying. WHEN AW finds the flaw, I hope not only are we helped but also given extended warranties or other things to accommodate us for the troubles we are having. It would be a shame to have loyal (often repeat) customers not get treated properly when buying one of the most expensive home computers in existence.

[Rebmik]

hahahha. You would think they would answer your personal e-mail before coming to a forum..... Although... if they want more sales they would try to keep the mass of people who are currently in the phase game and currently looking to purchase an m15x calm.

[Silkex]

Thanks Steve, you guys over at AW are doing great. I was about to cancle but damn you guys hired a mighty fine lady to prevent me lol.

I'm hoping that the issues with the heating can be fixed by bios.

[Rebmik]

Yea... having a cancellation prevention agent talk people out of cancelling was a brilliant idea. As you see it worked fantastically. Now when people get broken notebooks you can still charge them 15% restocking fees. Not only do you get the hardware back.. but you get $500! You guys at alienware are too smart.