Alienware Warranty 17 R4 - Dead - Unauthorized Repair Excuse ?

Discussion in '2015+ Alienware 13 / 15 / 17' started by cope123abc, Apr 7, 2020.

  1. cope123abc

    cope123abc Notebook Evangelist

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    Hi guys,

    I am really stumped and frustrated.
    I have a warranty on one of my 17 R4's.
    Now it basically died on me CPU error code 2 red 1 blue.

    The machine was repasted with K5 PRO + Kryonaut.

    They have said there has been an unauthorized repair made, so I waited 2 days for the information to come back after being stumped completely...

    They have just sent me pictures of the K5 application - how does a thermal paste / pad replacement get classed as an unauthorized repair?

    I can only think they are not used to seeing this TIM being used throughout the industry, you are meant to apply quite a lot as part of the correct application process...


    I'm not too happy the warranty extension was £350 and I'm around 3 months in...

    Can anybody shed some light on how to proceed, I am actually really annoyed...

    I was expecting a photo of some sort of 1/2 glued motherboard or something....

    @Mr. Fox @Papusan @MogRules @DaMafiaGamer :mad:
     
    Vasudev and etern4l like this.
  2. etern4l

    etern4l Notebook Deity

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    What did they object to exactly? Did they provide any justification? Sounds like they didn't like replacement of pads with K5 Pro. Surely they wouldn't mind a repaste, given they provide repaste instructions on their website?
     
  3. cope123abc

    cope123abc Notebook Evangelist

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    This is the thing, the reply skipped completely over the "unauthorized repair" and listed just photos.. which were of the heatsink with K5 pro oozing out slightly ( which is normal)...

    I suspect they have no idea that K5 exists and assume i squirted simple thermal paste all over the pad areas?

    Really not sure how best to proceed with this.
     
  4. 0lok

    0lok Notebook Deity

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    Get advice some social media Alienware maybe? Facebook? Twitter? Or even in Dellienware Forum. They might have more knowledge of some people repasting and changing thermal pads to K5 Pro. Most tech from dell are not really well informed I guess.
     
  5. Vasudev

    Vasudev Notebook Nobel Laureate

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    They got your money and they need to deny everything about it.
    VICKYGAMEBOY had his 2 yr warranty purposely cut off since he asked for too many mobos under warranty period!
    There might be some Twitter handle called DellCares or something or hit up Umar Khan since he is at AW division.
    You repasted using standard thermal paste and that must not be classified as Unauhorized Repair.
     
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