*** Official Alienware Notebook System Replacement Thread ***

Discussion in 'Alienware' started by Mr. Fox, Sep 3, 2015.

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Did Dell/Alienware handle your system exchange appropriately?

  1. Yes: extremely pleased with the swift manner they handled my warranty service and exchange.

    12 vote(s)
    26.1%
  2. Yes: pleased with the outcome, but resolution took too long and required a lot of effort on my part.

    16 vote(s)
    34.8%
  3. No: not happy with the downgraded system I received as an exchange, or there were other issues.

    9 vote(s)
    19.6%
  4. No: not happy because my warranty issue has never been resolved and nobody responds to my concerns.

    9 vote(s)
    19.6%
  1. NeR0FiD0

    NeR0FiD0 Notebook Enthusiast

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    I think, with this level of poor service where the CSS guy shouts at you, judges your intentions and makes remarks, isn't trained to investigate properly, and is incapable of providing a resolution, it will be foolish on my part to invest in another Alienware (or Dellianware as @Papusan addresses it). Alienware in India is overpriced by a factor of 1.5x for the least (luckily, I bought mine in the US). I think Vendors like Clevo, Sager, Hi-Devolution, and Eurocom will steal the day, and for the sake of it even Razor, MSI and ASUS (never thought I would say that when I had my AW m17x R4 3D, but I am saying that now) would be way better choices (at least Razor did a recall, MSIs have options and Asus did a partial resolution). I am not including HP Omen.

    In the electronic durable industry, service is equally important as the feature set; and definitely way more important than any brand association or even looks (some other options top this dept.). Trust me this is coming from me, and I have owned Alienwares and XPS' in the past (roughly 10 years now across multiple models). I am not happy saying that.

    @VICKYGAMEBOY, I think the replacement solved your problem to an extent, but that doesn't mean others are having a great experience with the service or the laptop (just saying). Also, "these flaws" are not small, I am talking about the one with R1, I do not know about flaws in R2.
     
    Last edited: Feb 16, 2017
  2. NeR0FiD0

    NeR0FiD0 Notebook Enthusiast

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    What is the typical ambient temperature in your region?
    Do you use a cooling accessory (pad et al)?

    "Not everyone has this issue", I guess thats why responsible companies like Microsoft produce a Knowledge base and known issues document. It may be people aren't noticing the issue, or due to varying ASIC percentages (capability of handling heat and voltage varies), so the extent of problem might be different.

    PCH was always cooled one way or the other in the original "AW" models, (not talking about 13 and 14, as they would never add something like a 980 M GT in those)

    I am assuming by heatsinking you mean doing the thermal paste + copper plate mod. But considering that it is a solution, it should be coming from Dellianware, not the user (their design and logic of having a "locked" BIOS were flawed, they are the ones who crippled the system and stifled the user). It should be a certified mod, provided by them or warranty should not be voided if the user handles that. Removing it whenever a service guy comes for a visit will just add to the inconvenience of the user, also additional effort would have to be undertaken to remove the dry paste from the PCH, because the service guy will notice that and cry bloody murder. "Doing it well", introduces the paradigm of chances too.
     
    Last edited: Feb 16, 2017
  3. rinneh

    rinneh Notebook Virtuoso

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    The problem is partly because some users abuse the system and sabotage their system on purpose to get a replacement. Something that some users even promoted on this very forum. Lying about an issue and getting a free replacement.

    Also dont think other brands are better. Razer users are constantly shafted with bad support, MSI, Asus often outsource it to generic after service companies that do Asus, Acer etc at the same time. Lacking precision and knowledge.


    I dont use any cooling pads or external coling solutions. When I had the R1 I just used it. Mostly in rooms with an ambient temp of 23.
    Dont pay too much attention to ASIC, its an indication, not an insurance. Thre are plenty of cases a lower ASIC score still results in a better chip.
     
  4. NeR0FiD0

    NeR0FiD0 Notebook Enthusiast

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    Also, if some people abuse the system that doesn't mean all do so, especially if it is a design flaw and it is happening more often than it should be. I searched for 10 mins and posted 8+ links of the same issue, thats why product recall or registered known issues, giving users the ability make an informed judgement. This scenario, concerning some people abuse the system, is similar to an innuendo that exists in modern times in the political scene (and is what separates a demagogue from a good leader; you know what I mean). Also, this doesn't increase their COGS much, considering most replacements will be refurbished. They can choose to benefit from a Brand name that is trusted and revered.
    Talk about outsourcing, same is the case with Alienware / Dell India (CSS lower to middle level outsourced entirely), but here hired staff is even worse in terms of cooperation. But anyways, Hi-Dev, Clevo, Sager etc. win the battle (which was the point), providing modular laptops (what used to be XPS and AWs of yore). ASUS moded the BIOS for the exact same issue, Razer laptops were replaced (I will still hold them to that!); I don't even have an option here, even for a refurb mobo (leave replacement aside, even though I HAVE WARRANTY). Please don't belittle the issue by defending Alienware, we are all entitled to our opinions though.


    Agree with the ASIC comment. The region where I stay the temps are 31+ now, in Jan - Feb!! Most of the Indian subcontinent rather Asian subcontinent has higher temps. They could have foreseen it, anyways they are charging more in these regions, why not do a region specific mod like automobile companies do.
     
    Last edited: Feb 16, 2017
  5. rinneh

    rinneh Notebook Virtuoso

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    Razer did never do a recall as far as I know and I cannot find any source about this online.

    and 8+ links is not much compared to hundreds of thousands systems sold. and that is the problem. It is not widespread enough. I do agree Alienware has to fix it. The problem is Alienware support in India, is just really bad.
     
  6. NeR0FiD0

    NeR0FiD0 Notebook Enthusiast

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    By recall I meant, they replaced the system, similar to the manner you could replace the 180 W adapter if you have a 980 M GT with AW 15 ie their initial screw-up(recall in electronic durable industry doesnt mean like an automotive recall). Even if you leave them aside, I am right in other cases. Atleast my argument stands in other cases.
    8+ in 10 mins is a huge number and that is a number of blogs! Individuals have reported issues in them, you can check the links out (my first or second post here) and see people doing "me toos" there. Let me tell you how skewed your opinion is about the expanse and extent of the problem involving Alienware's ****ty design, my younger brother has the same problem he hasn't even said "me too" in a blog (let alone post a blog); yes we made the mistake twice!! You can even see similar hints in the benchmarking link of R1 on NBR (people experiencing the same and not calling it out)
    The lurking variable here is that one has a problem to start with, but one needs to exercise specific use-cases (gaming) to discover it. If your use case is brand association, non-gpu intensive tasks along with CPU, you won't even discover it. Let alone report!! Also, this list gets further shortened when you go from Excerise to finally report ie Excerise (run loads ie games) -> Experience -> Find -> Report.

    Now please don't say games comprise a specific use case or they are overloading the system (these look ok only when coming from Alienware / Dell support), Gaming is the use case for which this company was setup (the original AW). Also please don't say run on balanced mode and not High perf like those daft service personnel. No one can defend their (AW's) mistakes and actions!!

    Also, the CSS reps are themselves confirming it on the mails that "this issue is as per design", please the links/ snapshots I posted while back on this very forum. So no reason, it won't be present on other R1s, though dormant. (Wink-Wink)
     
    Last edited: Feb 16, 2017
  7. rinneh

    rinneh Notebook Virtuoso

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    There are a lot of users on this forum who did not receive support from Razer after their systems broke down. Just as a lot of users on this forum did get a system replacement for example Alienware. Its all anecdotal. You cannot base statistics on this at all. People tend to come to a forum with a complaint or a problem. Even if you collect 100 people with the same issue it doesnt say anything based on the sales numbers of thousands. That would be only a 1% failure rate, something that is far under the average for the tech industry.

    I had 2 R1's and 1 had a motherboard swap after a technician botched the system while replacing the chassis (a system arrived damaged from transportation). All these 3 AW15 R1's didnt show any sign of issues like you describe. Systems that I used 12~16 hours a day for work and gaming. Just as your experiences are anecdotal, so are mine. The only thing we can conclude here is that its not a problem that any R1 system has.

    The issue as per design statement is just what non informed techs use to close the case. Thats why I recommend you to contact AW USA directly. No interference from Dell and direct contact with the actual designers. Try to get out of the support scope from India because that is where the problem lies.
     
  8. NeR0FiD0

    NeR0FiD0 Notebook Enthusiast

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    Please forget about what I spoke about Razer, it was just an example. Trust me they did many replacements though unlike Alienware. But so as to stop the fruitless argument, lets assume that they didn't do replacements then let me say this that they are as worse if not better than Alienware. Leaving that aside, my initial argument still holds for the other vendors I mentioned (buying either AW or Razer is a blasphemy, none should commit).

    I do not agree with your logic of reported statistics, it doesn't flow through logically. There is a level of huge churn at every step of the process that I mentioned. As there are countless "me too's", the blogs/ forums by themselves aren't representative. Again, PCH cooling is missing in all, not just my case. Let's agree a combination of problems is causing my issue and not just what I think causes it, cause I don't want to argue anymore. As per adequate service levels, no case should be ignored without proper investigation should be done, unlike in my case and issue should be resolved proactively (even if the issue is just one of a kind). I will follow through your advice and contact AW USA and would be unsatisfied till AW of any region solves my issue, if ever they do that is.
     
    Last edited: Feb 16, 2017
  9. rinneh

    rinneh Notebook Virtuoso

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    Sorry but even if you think it is a fruitless argument, i want to see at least some proof of this on the table since the common consensus is that Razer is truly terrible and worse than AW on these forums. Also as you can see in this poll a lot of people did had system replacements. Also, it is very rare for any brand to offer a system replacement.

    Part of my job and education was to do research and make conclusions based on statistics. I can assure you as a 2x university graduate that your statements and reasoning behind this do not hold any ground. You are searching for topics that confirm your bias. Like I said even if you collect hundreds of "me-too's" its still a very small percentage even if you consider people that do not notice the problem compared to the tens of thousands/hundred of thousands sold. The real problem is that no actual cause of this problem has been found, dont forget that all those reviews online never came across this problem during testing. Which makes it even more strange.

    I do agree it sucks that AW india treats their customers very badly. That is a returning issue that is reported on this forum. My experience is that the people from AW USA truly go out of their way to find a solution.
     
  10. evilscoop

    evilscoop Notebook Enthusiast

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    Well after 2 dell engineers fried 2 system boards while replacing the keyboard in my r4, dell are finally shipping a replacement...
    I lose the 4k display, but gain a 1080 gpu (was 1070), so not a bad result.
     
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