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December 8th, 2017 15:00
Problems with Alienware 15R3
My original system (Alienware 15R3) was only heating up. That was 4 months ago. Now after innumerable amount of repairs and everything, when I ask for a system exchange you guys are offering me a refurbished system!
Things that happened:
1. My system starts heating up. I send the machine to Dell and they fix that and send me my unit with broken lights.
2. I complain again. They come try to fix it with a motherboard and power supply. Doesn't fix it.
3. They send another technician to my home with a new motherboard. This fixed the light issue. But now the loudspeaker was creating very loud crackling sound.
4. Now Karan Haresh systems resolution get in touch with me and say to send the laptop back again. The dell engineers will be "white gloving" the incident. I send it even though someone from dell offer me a new system as an exchange, as Karan goes ahead and cancels this exchange. The machine stays with them for two weeks and comes back with apparent no issues.
5. Last week while using my laptop I notice that the monitor is no longer a G-sync panel (the machine originally was). Now I am at my wits end. I call Karan again and ask about it. He says to go through the customer care. I do that. Tell them that either fix this now or exchange my system for a new one.
6. They send a technician. The new panel is flushed out and the colors are extremely dull. I even ask the on field technician and he concurs.
7. Moments ago someone gets in touch with me and tells me I have to accept the refurbished machine, or else I have to keep going through this again and again, and that they will be "checking thoroughly" before sending it back to me.
Now I ask how to expect someone to invest this much amount of time in a simple repair (4 month!!). It is pretty obvious that Dell don't have any quality control in their repair business. Its like they are trying to lie to my face! I don't understand whether if I am being any unreasonable? I have been going through this for like 4 month. I send my machine, Dell support fixes the issue while breaking something else. I am a computer engineer. I know how things work. They are fixing the machine with refurbished parts and clearly they are not working, how does Dell expect me to accept a refurbished machine? I don't understand if someone in my position would be accepting it? I'm pretty sure no.
I am deeply disappointed. I have owned dell computers all my life and to see this "dream machine" getting ruined by incorrigibility of Dell's service.
I don't know what I should do now.
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Alienware-Eimy
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December 13th, 2017 11:00
Hi LousyLory,
We are sorry for the bad experience you have had so far. There are policies that regulate (depending on time) when an exchange will be new or refurbished.
Remember that refurbished is not the same as used. Refurbished products may be unused customer returns that are essentially "new" items, or products that were returned under warranty that have been tested with proper function.
If you need some help with your case, you can send me a private message with your service tag.
4lien
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14 Posts
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December 13th, 2017 12:00
Hi ,
I just bought 15 R3 i7 b6700hg with gtx1060 for 2000 euros and while im writing this on google chrome temps varies around 50 celsius fans works every few minutes even idle fans start up to cool it down.The keyboard upper left is always hot it never cools down ,is all this ok for this kind of machine? Im worried since day one i own it and probably i will return it while still can.
cog9ja
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December 14th, 2017 08:00
Is Dell having challenges with quality control? There seems to be quite a significant number of complaints about the Alienware 15 R3 out there... Its frightening!
Alienware-Eimy
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December 14th, 2017 08:00
Hi ,
The temps in idle are normal, but you can run an stress test to see what are the results.
For a video card stress test follow the steps below:
If you do not have Support Assist installed, click here for the download link. Let me know how high the GPU temperature goes in the stress test.
4lien
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December 14th, 2017 09:00
SupportAssist Log File
Hardware Scans
Let me know if temps are ok
Alienware-Eimy
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December 18th, 2017 06:00
So the video card temp is normal, let's see how the CPU temp does.
Try running a CPU stress test using the Support Assist tool to check how high the CPU temperature goes.
Let me know how it goes.
4lien
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December 18th, 2017 08:00
All seems ok ,I also need to say that laptop dont heat so much anymore like it did the first week.
Hardware Scans
Alienware-Eimy
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December 19th, 2017 12:00
Yes, temps are ok.
Adhicarguy
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December 21st, 2017 08:00
Alienware 15r3 i7-6700 gtx 1060
service tag :
email:
15 mins of occt and my core 0 and and core 2 temps are exceeding 90 degrees . While the other cores are under 70 degrees .
Alienware-Eimy
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December 26th, 2017 13:00
Hi ,
What app are you using to run the stress test?
Make sure the BIOS is up to date.