shawn77
1 Nickel

Aurora R7, worthless, impossible support

Hello,

I purchased a Alienware Aurora R7 in April 2018.  Spent $3700 for top of the line specs including GTX 1080 Ti with 11 gb GDDR5x, 32 Gb dual channel 2666 MX; 2 TB ssd harddrive (and upgraded service plan to Premium with remote diagnosis and onsite service.  Less than a year out and the video card is dead, so I am told, and trying to get a tech here to do the work has been a supreme hassle. I have spent more time in India just trying to get a diagnosis; they tried twice over the phone, then stated they would do additional "research" and call me back at some time they refused to specify.  After I called them back after hearing nothing I was told I would have to box up the whole system and mail it somewhere for weeks of diagnosis and repair.  Needless to say, I raised and had to constantly remind them I paid extra for onsite service.

So this is the reality of the Alienware top of the line gaming system with extended warranty.  I definitely do not recommend this experience.

Absolute worthless and worst service!

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5 Replies
Tesla1856
6 Gallium

Re: Aurora R7, worthless, impossible support


@shawn77 wrote:

 

I purchased a Alienware Aurora R7 in April 2018.  Spent $3700 for top of the line specs including GTX 1080 Ti with 11 gb GDDR5x, 32 Gb dual channel 2666 MX; 2 TB ssd harddrive (and upgraded service plan to Premium with remote diagnosis and onsite service. 

Less than a year out and the video card is dead, so I am told, and trying to get a tech here to do the work has been a supreme hassle.  I have spent more time in India just trying to get a diagnosis; 

 


This high-end stuff blows-up sometimes. However, that's why you have a warranty (smart move on your part).

Reminds me of this thread:

https://www.dell.com/community/XPS-Desktops/Dell-XPS-8910-Sevice-issues/m-p/7274249

I suggest you get a nice UPS (like APC with AVR and LCD). After Aurora-R7 gets fixed, maybe it will save it next time.

Nvidia is having issues lately, but I don't recall it affecting previous GTX-1080/1080 Ti models . Likely just a coincidence. Actually, all hardware these days is fairly expendable (as in Star Trek TOS "red shirt"). 

 


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shawn77
1 Nickel

Re: Aurora R7, worthless, impossible support

Hey thanks for the reply. Latest: A tech made it out. Nice guy.  Replaced the graphics card.  Turns out old graphics card was fine and a new card did not solve the problem.  He thinks the problem was with the Alienware updates caused a bios problem.  I will have to send it in.  He says Fed ex will send a box for shipping

Hey easy question - I have confidential legal briefs on the HD.  The computer is backed up weekly so lost data was not an issue.  But I wanted to pop out the HD before sending to Alienware repair.  Any problems with that?

 

Thanks

 

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Tesla1856
6 Gallium

Re: Aurora R7, worthless, impossible support


@shawn77 wrote:

I have confidential legal briefs on the HD.  The computer is backed up weekly so lost data was not an issue.  But I wanted to pop out the HD before sending to Alienware repair.  Any problems with that?

 

Thanks

 


Unknown.

I think I would just remove the bad video-card. Use Aurora-R7 with on-board Intel video. Remove confidential documents.


Registered Microsoft Partner and Apple Developer
- Like many of you, I can appreciate a good game-engine.
- I answer questions here, but I'm not a Dell employee.
- Consider giving posts you like a "thumbs-up"
- Posting models-numbers and software versions speeds trouble-shooting.
- Click "Accept as Solution" button on any post that answers your question best.
shawn77
1 Nickel

Re: Aurora R7, worthless, impossible support

Hey thanks for reply.  How do i do that?  is it possible to fix bios issues without a monitor.  The underlying problem is that  after the updates is allowed Alienware to auto-install on March 29, 2019, the computer monitor immediately turns off on start up with the error message "entering power save mode."  then the monitor shuts off and the pc stays on.  The keyboard is responsive - I can turn caps on.  So I am told it is not a problem with the mother board.

 

Is there a way to fix a bios problem when the monitor does not stay on?  thanks

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Tesla1856
6 Gallium

Re: Aurora R7, worthless, impossible support


@shawn77 wrote:

 

Is there a way to fix a bios problem when the monitor does not stay on?  thanks


No not really. I didn't initially catch the fact that you have a bricked motherboard now.

Someone else will have to answer your last question.


Registered Microsoft Partner and Apple Developer
- Like many of you, I can appreciate a good game-engine.
- I answer questions here, but I'm not a Dell employee.
- Consider giving posts you like a "thumbs-up"
- Posting models-numbers and software versions speeds trouble-shooting.
- Click "Accept as Solution" button on any post that answers your question best.