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June 14th, 2017 07:00
Aurora R6 FAN issues, Screen Issues, Regrets of buying it issues.
First of all i hope this reach Dell Customer Service, since i was unable to find a way to contact them directly..
I live in China and bought thru the official Alienware page an Aurora R6 (specs below), trusting a brand over making my own in the place where every computer is made (silly of me).
After one week of use my problems started:
Screen went black, everything else turned on but nothing on the screen. Then I called technical service they came and his first reaction was, "wow, I have never seen this computer before" (this is DELL/Alienware premium service) I even have to show the guy how to properly unlock the computer case to stop his forceful attempts to open it.
Not knowing what it was, he came back the 2° day with a PSU, it was not the PSU.
The 3° day he came back with CPU and Voila, it was the CPU. I want to underline he did not clean the ceramic paste off the CPU or the cooling system; he said, That is a myth.
After having the computer working now I start using it only to find that every other day the screen will display just a line of random pixels and freeze there. I forceful restart it and then It works normally. Still do not know what the problem is and technical service is supposed to come and check it out.
Been using the computer (one needs to keep working), and editing some video I found out how abnormally loud the PSU fan blasts after the CPU gets any workload (below is the CAM records.)… this is also being discussed in the following threads (search for: "Aurora R6 Control Center Temperatures" and "Aurora R6 fan issue"). The fan is so loud that not even with earphones on I can listen to music at ease, I dont want to know what would happen the day I want to play a demanding game. I asked technical support about it and they said, fans are supposed to make noise (typical Chinese answer).
I tried returning it.. HA HA HA is in brief their answer.
Now, for the ones who took the time to read this long and sad story. IF you have any clue on how to fix any of my two present issues #2 and #3, I appreciate it. Or if you can spread the word so people dont buy this computer also I would be grateful. Or if you know how to contact Dell support directly instead of try to DIY fix it as they suggest every time you click on support also I will be grateful.
Basic Specs:
CPU i7 7700K
Nvidia 1060
16ram (gamer edition)
460w PSU
Liquid Cooler Pump for CPU.
SSD 120gb and 2T HDD.
Thanks
Alienware-Eimy
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4.4K Posts
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June 14th, 2017 08:00
Hi Chicken-Feet,
I am very sorry for the bad experience you had with the system and the service. Send me a private message with the service tag so I can look into this.
Tesla1856
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17K Posts
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June 14th, 2017 10:00
1. This is a User Community based forum, but Alienware Reps moderate and jump-in as required.
2. Strange. Intel processors hardly ever fail. My guess would be the motherboard, IF it was actually a hardware problem in the first place.
3. That is incorrect. Any time cooler is removed, the thermal paste should be cleaned off and re-applied. However, yes, I have seen techs not do it in the field, and re-use old if they didn't have a tube of new handy.
4. This sounds like a serious problem. Maybe take a pic with your phone next time. Could be anything (hardware, software, or drivers). Needs troubleshooting and keep good notes.
5. With such a small (low wattage) power supply ... and nice powerful CPU and video card ... this is to be expected. Power Supply is likely running near 80% utilization and is getting pretty hot. Fan has to run so it doesn't fry itself. This is all well documented in other threads. Sometimes Dell installs a different or better Power Supply and it's gets a bit quieter. I always tell people to get the 850watt PS so it never runs itself over 50% utilization.
You must verify which fan is loud because there are many inside. Also, it's normal to hear fans speed-up while gaming or encoding video (it doesn't cool itself my magic)
7. So, I have answered and so did Eimy. My response does not negate hers. Your English is good. Not sure what support options Dell has with your country. Here in the USA, we have Phone, Chat, Email. As well as this Forum and social media sites.