Hello everyone,
I trying to crowd source some information that may better help me approach a technical matter I have with my M17x R4.
My CPU is basically dyeing on me. Recently, my CPU has been firing all cylinders on start up (and well thereafter), with no programs running. Within 10min, it reaches over approximately 100 degrees and then my computer shuts off. I call support, and they sent out a tech with a new CPU heat sink, fan, and motherboard. My on-site technician changed those parts today. After my technician finished, I decided to go about my normal regime and was presented with the same issues I was having, but this time, my computer powered off and started to beep (loudly in 7 beep intervals). I called Alienware support immediately and spoke with tech support. First, I asked tech support how to turn off the beeping because my computer appeared to be powered off already. Second, I asked them to send me a new CPU to see if that may fix my technical issues. We troubleshooted the issue, and I showed him that it was my CPU, and that it needs to be replaced because it's less than a year old. However, they INSISTED that I need the same exact parts again and that my on-site technician did something wrong. The parts I received were new, so I called BS on that notion and insisted that they send me a new CPU, or at least pack it in with the other parts they want to send. I argued that logically if one was experiencing particular issues and parts were replaced that did not fix the preexisting issues, then a new solution must be formed. I am weird, so it pains me to see money being wasted needlessly (such as shipping and replacing new parts that are not even an hour old and clearly does not solve the problem). Moreover, I am a game designer, so time is very important to me. They want to send a tech out this Wed. with the same parts. I know this will not solve the issue so I may have to wait until Mon, (if they decide to send me a CPU).
After arguing with my support tech for around 15min about the logic in sending out the same exact parts that clearly didn't resolve the issue, I spoke to a manager. The manager was not helpful, although he went on and on about how he wanted to help me. The manager I spoke to wanted to talk about "alternative solutions" which is fundamentally replacing the device entirely. He even packaged it as a "deal" if this round of support does not fix the problem. I do not mind having my computer replaced, but that should only be a solution if all else fails or if too many parts are thrown in a single unit within an unreasonable timeframe. I decline and offered my own "deal". I want to be able to send Dell my computer (lose thousands of dollars I paid for my unit), and I will just purchase a new computer. Yes, you heard me right! They made me that angry by telling me they are there to help me, and such, but clearly are doing the opposite of that. Throwing in a CPU should not be issue if it can possibly fix the problem. I wouldn't have to lose more time. Further still, the manager refused to email me our conversation and his solutions. He said that it is against Dell's policy... even though I have been receiving emails from support for years, including an email last week. Something doesn't add up here.
My on-site technician is awesome! I know my computer in and out, and I know he did his job. I did not like the way Alienware support said how he might not have done his job, and they are going to note that. Keep in mind that I am having the same technical issues I previously had before my on-site technician came out. Will they get him in trouble for something he did not do? Whom can I contact to prevent such a thing? More importantly, who can I contact regarding this issue? I am more than frustrated and nearly on the ropes to just throw this computer out of the window. I relatively new to Alienware, but I have been having issues with my rigs for quite a few years now (it started the week of owning my first alien).
Have anyone else experienced anything like this? If so, what did you do to resolve it? Time is not a luxury I possess, so please provide solutions that may lead to immediate relief.
I trying to crowd source some information that may better help me approach a technical matter I have with my M17x R4.
My CPU is basically dyeing on me. Recently, my CPU has been firing all cylinders on start up (and well thereafter), with no programs running. Within 10min, it reaches over approximately 100 degrees and then my computer shuts off. I call support, and they sent out a tech with a new CPU heat sink, fan, and motherboard. My on-site technician changed those parts today. After my technician finished, I decided to go about my normal regime and was presented with the same issues I was having, but this time, my computer powered off and started to beep (loudly in 7 beep intervals). I called Alienware support immediately and spoke with tech support. First, I asked tech support how to turn off the beeping because my computer appeared to be powered off already. Second, I asked them to send me a new CPU to see if that may fix my technical issues. We troubleshooted the issue, and I showed him that it was my CPU, and that it needs to be replaced because it's less than a year old. However, they INSISTED that I need the same exact parts again and that my on-site technician did something wrong. The parts I received were new, so I called BS on that notion and insisted that they send me a new CPU, or at least pack it in with the other parts they want to send. I argued that logically if one was experiencing particular issues and parts were replaced that did not fix the preexisting issues, then a new solution must be formed. I am weird, so it pains me to see money being wasted needlessly (such as shipping and replacing new parts that are not even an hour old and clearly does not solve the problem). Moreover, I am a game designer, so time is very important to me. They want to send a tech out this Wed. with the same parts. I know this will not solve the issue so I may have to wait until Mon, (if they decide to send me a CPU).
After arguing with my support tech for around 15min about the logic in sending out the same exact parts that clearly didn't resolve the issue, I spoke to a manager. The manager was not helpful, although he went on and on about how he wanted to help me. The manager I spoke to wanted to talk about "alternative solutions" which is fundamentally replacing the device entirely. He even packaged it as a "deal" if this round of support does not fix the problem. I do not mind having my computer replaced, but that should only be a solution if all else fails or if too many parts are thrown in a single unit within an unreasonable timeframe. I decline and offered my own "deal". I want to be able to send Dell my computer (lose thousands of dollars I paid for my unit), and I will just purchase a new computer. Yes, you heard me right! They made me that angry by telling me they are there to help me, and such, but clearly are doing the opposite of that. Throwing in a CPU should not be issue if it can possibly fix the problem. I wouldn't have to lose more time. Further still, the manager refused to email me our conversation and his solutions. He said that it is against Dell's policy... even though I have been receiving emails from support for years, including an email last week. Something doesn't add up here.
My on-site technician is awesome! I know my computer in and out, and I know he did his job. I did not like the way Alienware support said how he might not have done his job, and they are going to note that. Keep in mind that I am having the same technical issues I previously had before my on-site technician came out. Will they get him in trouble for something he did not do? Whom can I contact to prevent such a thing? More importantly, who can I contact regarding this issue? I am more than frustrated and nearly on the ropes to just throw this computer out of the window. I relatively new to Alienware, but I have been having issues with my rigs for quite a few years now (it started the week of owning my first alien).
Have anyone else experienced anything like this? If so, what did you do to resolve it? Time is not a luxury I possess, so please provide solutions that may lead to immediate relief.