Unsolved
1 Rookie
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3 Posts
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56
April 26th, 2025 18:58
m16 R1, motherboard dead after failed update
I'm posting here hoping someone from Dell/Alienware actually reads this stuff. My m16 R1 started throwing a couple different BSODs after an automatic update that apparently included an embedded firmware update. I know now to turn off that feature. This led to a service claim that revealed I needed a new motherboard. Today, just shy of 2 weeks later, I find out that dell apparently sent a faulty refurbished motherboard instead of a new (or at least functioning refurbished) and I'm going to be without my main computer for another several days.
It seems the bios flashes are a known problem for the platform given the pinned post at the top of this forum and every other forum I visit. I pay a premium for these systems to work well together. Why are you sending refurbished parts that don't work for warranty/service claims? I and my wife have had 5 alienware machines between us over the past 15ish years and this is the first unexpected hiccup we've had, but y'all need to do better than this nonsense.
HedgeFundManager
2 Intern
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476 Posts
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April 26th, 2025 20:50
I am surprised the UEFI was not already updated by Dell before providing your machine was a replacement.
Given the board is unresponsive usually is a tough job in my shop as the motherboard has to be yanked and then testing voltages if any can detect what went wrong.
mattyb3
5 Practitioner
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1.6K Posts
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April 30th, 2025 22:11
They will always use refurbished parts for repair, if they are available. I believe it has been stated in their Terms and Conditions for many years now. Obviously there aren't many people who really read these very often, me included.
The T's & C's are slightly different in every country but here in Australia, Clause 5.2 states;
5.2 Products presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the Products. Where a Product is repaired or replaced under the Standard Warranty, the Product will be warranted for the balance of the original Standard Warranty period.
Saying that, these parts should be thoroughly tested to make sure they are not faulty when they are fitted into a system that is being repaired so it's disappointing that they let that happen.
I think one hiccup in 15 years is a pretty good outcome but 0 would definitely be better. I've been buying AW systems for about 13-14 years and I've had to use Dell Support a few times. I haven't had a problem yet (touch wood).
DRG0708
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3 Posts
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May 5th, 2025 20:50
Have just been informed through a fairly soulless chat encounter that the motherboard is "on backlog" and has an ETA of 5/16. I was requested to wait when I asked what they were going to do about me being without a computer for a month for something I was told would be a week. Yes, it's one hiccup in 15+ years, but I get better service from the cable company than this.
And to clarify, I expected refurbished parts. I just expected them to work.
DRG0708
1 Rookie
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3 Posts
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May 24th, 2025 16:59
Some updates. The 5/16 eta came and went. On Monday 5/19 I was assured the backlog was cleared and the new eta was 5/22. Today I've learned that the repair shop was told on 5/21 to expect the motherboard somewhere around 6/6. All for a warranty repair that started on 4/14.