m17 R3, motherboard died during a game and won’t start

Im sorry about that, a tech came out and replaced my motherboard, then aprox. a week later another came and replaced my screen, a few days ago the same thing happened! The only difference being this time the power button and keyboard flashed amber several time and the laptop shutdown and wont restart, so I contacted support yet again and another tech is coming hopefully this monday to replace the MB again and this time the DC inport,? Im looking for the why of this to try and prevent this from happening again as I dont want a third MB problem! 

Hello,

I've been an Alienware enthusiast since the start. I purchased in September 2020 an M17R3 m17 R3 with the i9 HK processor, 32GB ram, RTX 2070, UHD model. Everything ran well for about a year. Then while playing Shadow of the Tomb Raider, the video started slowing down drastically. I looked down and saw the power button flashing amber rapidly then the system just died. I called support and was surprised that the very next day a tech came and replaced the motherboard! Then another came and replaced the UHD screen! About two weeks later the same exact issue with the power button except now the entire keyboard flashed amber several times and died and wont restart like the first time! Now there is yet another tech coming hopefully this Monday to replace the motherboard again and the dc in-port? Does or has anyone else had issues like this? The system isn't overclocked and the only peripherals are an Alienware AW988 headset and a mouse. I really don't want a third motherboard installed after two times lol! The only issues from before this happened was there is an Intel video processor on the motherboard and an Nvidia RTX 2070 card on the board also and sometimes a game wouldn't play at speed unless the Intel card was disabled? And the system had trouble detecting the Nvidia card. Any knowledge would be helpful as this Is or was an excellent laptop!

Well After all the motherboard replacements, screen replacement etc... yesterday a tech came and replaced the motherboard again, and at startup looking for media message pops up at boot, he tried everything then "Boot device failure" he worked on it until approx..9 pm then said he would come back today to keep trying. its 20 to 10:00am here at this time I texted him with no answer as of yet! So, I called Dell technical support because I received an email saying the service order was completed, so I attached photos showing him sitting there with the fatal error on the screen at (9:13 pm) when the ticket said 7:30 pm finished!? To make a long story short the Awesome people at Dell Support are sending me the same or better laptop! And I was told that if the tech did show up and fix this once again, I can use it until the new one gets here!!! So Yes, customer care really does care! I'm happy with dell but I'm thinking they should check out the third party techs they send out!!! Now the first guy who replaced my MB was excellent! Good guy fast efficient and very cordial! the second meh! the third talked nice but wasn't a field tech and hence where I'm at currently! So KUDOS to DELL for being nice enough to offer me this! I appreciate it a lot! As a disabled veteran, the laptop is pretty much my contact to everyone who doesn't live close! I'm very grateful for Dell doing this for me!

Hi @chazzm that is an excellent update. Thank you for keeping in touch so that Dell can respond. 

You're welcome! It took me awhile to realize that I was even getting these email/text here, and not getting this laptop to work consistently, is still a headache! But I'm kind of stuck until the exchange one arrives! I will keep checking in for replies! 

Wow , So I was offered a replacement of my laptop for a Like/Like or better system, After over a month of five visits of technicians to my home and only compounded the issues it was having. Not to mention the last tech who replaced the motherboard stayed until 9:30 pm told me he would be back the next day, and never showed up or answered his phone! After calling his company Im told by his boss "Oh yeah he's a new tech and Ive been having issues with him!" Why would you send a person like this to someones home!!??  Now yesterday I received an email from a dell exchange team person asking for yet more time to replace it,! Don't get me wrong I appreciate getting another laptop. But after all of this It just getting so frustrating! I know they are probably really busy, however as a disabled veteran I'm kind of stuck as well! its like having broken glasses and being ask for more time when you haven't seen anything for over a month or more! LoL, I laugh but its getting harder to at the moment! I love my Alienware products this is the only issue I've ever had with one! 

Hello, do you know what the difference is between the M17R3 and the X17??? I’m kinda confused about that! 

Okie dokie after chatting with sales etc... the only thing dell has that's close to the M17 R3  I currently have is an X17 R2 that has a 12th gen I9 HK processor 32 gig ram the UHD screen and a 3080 RTX video, However I'm losing the numerical keypad the Tobil eye tracking and such! And its about two hundred more than what I spent on this one, I guess its a give and take! So now I'm just waiting to see what the exchange people have to offer, especially since they don't offer the built in numerical pad, the Tobil eye tracking etc... It would be cheaper But you cannot select the 12th gen I9HK processor without the 3080 RTX and UHD screen! so Ill post what they offer! The eye tracking would be really nice as being disabled it really helps to maneuver around the screen and such!

Ok, so I have a private message asking for my service tag number again??? From the exchange team??? I’ve received emails from them and such,? Why am I asked for it again??? I just want to be sure that I’m not being passed around having to retell again and again!!!

Okie dokie, now another 3 days waiting 

Okie dokie, Again after three different technicians came at different times during the month, first one replaced the motherboard that burnt out, excellent guy, number 2 tech replaced my screen twice as the first time it was the wrong one (Not a UHD screen) the second one was! the third tech came to replace the motherboard a second time that had died like the first one and couldn't get the system to boot with a fatal error on boot device!? left saying he'd come back the next day left my laptop apart on my table screws everywhere! and never showed up again! call the techs boss, and even he couldn't get in touch with him for several hours long story short the tech turned in the ticket as completed!!! and wouldn't be back until another was initiated by me!!!??? So now the Dell exchange team has asked for an additional 3 days to reply on what they have to offer since they don't make the M17 R3 in my configuration anymore and no refurbished in stock in my setup! the closest is the X17 R3 but missing several things mine has, but it's supposed to be like/like or Better right? well see. the issue with the last tech abandoning the job he started is totally unacceptable! and the response from the manager at world wide tech was " yeah he's a new tech and doesn't communicate well " Well that's not MY problem you hired him! and sent him out to MY house knowing this??? WOW that's all I can say is WOW! So I will post what the Exchange team says this Friday. they've been working on this for 2 weeks and wanted another 3- days so this Thursday is the time! Pray for me! and what's up with Dell? I mentioned that Tobil eye tracking was a godsend, and there was a space between the words, I get this message that I couldn't use the word G_D in my posting?????

Hi @chazzm thank you for keeping in touch with this Dell warranty problem. 

When Dell assign a local Contractor to visit and fix your system, Dell 100% guarantees the work undertaken by their assigned contractor. Despite Dell's best endeavours you and Dell have been severely disappointed by their assigned Contractor(s). 

Please visit your online Dell account to update the existing or create a new Service Request. Please clarify that this is a Formal Complaint and request it be escalated to the senior Dell tier that has authority to investigate this Contractor farce and instigate your chosen remedy. Your warranty is with Dell, not their assigned Contractor(s). 

Dell are obligated to provide a new replacement system that is as good as or better than the original system. It should have all the features that instigated your original purchase. 

With respect to the language used in this public Dell Community forum, Dell will remove text that is inappropriate. 

Please click on @DELL-Cares and send Private Message requesting their assistance. They will request your private information so that they can investigate and try to find out what has gone wrong. 

Thank you for your time and response! It's much appreciated! I've gotten automated messages from Dell asking for service tags etc. I've replied to all of them, and have received replies that  according to Dell policy" you can only have one thread open at a time? Decide which one you want to keep? Well I don't work for Dell  and if they  have an automated system that does this, it their issue not mine was my reply. However I've gotten several replies from a couple of "managers" with "We are sorry your still having issues However it's in the exchange team hands etc. " There's absolutely no way to call the exchange team! Only email according to every Dell rep I've spoken to!!! And I've a few emails always requesting more time!. The Boss of the technician called me yesterday and offered to have yet another tech come to my house to try and fix the laptop again! I explained to him that he hired a technician that he said to me that he knew had issues, And I really didn't want someone like that in my house that will abandon the job lie and close the ticket claiming everything works claims he will return to finish then never answer either my calls or his bosses calls! I'm very sorry I'm ranting here now and I apologize!!! I absolutely agree that Dell should replace my laptop with a NEW one, but they are telling me that usually it's refurbished equipment and may have scratches and such!??!. Mine hasn't a scratch on it! It's pristine condition on the outsside!

I will follow your advice and contact Dell cares today! I'm almost beyond frustrated with everything at this point. Dell cares has only claimed to want to help but all they are doing is replying with oh were sorry that your having issue they are sure the exchange team will find a suitable replacement,,,,, And what? A refurbished equipment with possible scratches? 

What’s really funny is after everything I’ve posted now everyone from Dell is silent?????