Aurora-R3, Expensive Paperweight

Question

I'd appreciate some help with the heaviest and most expensive paperweight I have, my Alienware Aurora R3. The problem is it freezes randomly, when browsing the web, working on documents, gaming. It's pretty random freezing that requires a hard boot, but the problem then goes into you cannot boot back up. The machine is dead for between 2 minutes to an hour when you can use the PC again (naturally everything you were working on has gone). Removing the power cord and holding down start button does nothing, no fans when pushing the little button next to power cord. All tests and diagnostics show no problems. When powering up it doesn't even show the usual 'Windows was unexpectedly closed' message. The computer can go like this after a few minutes use or a few hours use, it makes no difference. Kingston ram has been swapped out, I got a new PSU after moaning on Alienware's Facebook page (more approachable than through helplines) even though the machine is under 3 years old. New hard drive installed same thing happens. I really don't expect this from a machine that isn't 3 years old, I sometimes get a months use before the same problems start up again. Naturally this is the last Alienware/Dell computer I will be buying, after about 10 years owning Dell and this thing I am really disappointed and annoyed. I don't buy into the idea that as a percentage not many people complain compared to satisfied customers. These computers area niche item and expensive which means not many will be sold compared to other makes. The number of complaints on this board really is something Dell needs to look into. Like I said, help would be appreciated otherwise I'm stuck with this lump.

DELL-Chris M · Answer

Escalate the issues to the Alienware Team at this email address:
AWCC-Resolution_experts@Dell.com
They will need the following information =
Name:
Shipping Address:
Phone:
Service Tag number:
Issue Description:
Troubleshooting done:

Milena M458 · Answer

Hello clivegsd! As well you can send me a PM with all the information that Chris told you on his post. Thanks!

clivegsd · Answer

PM sent over the weekend Milena

clivegsd · Answer

Okay, been through all the checks and the fault is supposed to be motherboard related. I've been told to phone the UK help line and explain the problem to them. This "help line" will take me to a call centre somewhere in India or Eastern Europe on a premium line number. Nuh huh, sorry. I would like an email address where I can send previous communications (a couple of months after purchase) where the issue was raised. It would be impossible to do that over the phone with someone that has little mastery of the English language.

A PC should not fail within 3 years according to the UK Sale of Goods Act and I would like some constructive help in remedying this situation please

Nollcraft · Answer

Do you have an SSD? I had the same issue and had to have the SSD replaced under warranty.

clivegsd · Answer

Nope, not an SSD, I've replaced the stock one with a hybrid, clean install and still the same freezing happens randomly

Nollcraft · Answer

Also, What Video Card are you running?  It doesn't seem to like 7950 and 7970's that have boost.  I had to pull it and replace it with a 660TI. That runs great.

Nollcraft · Answer

How are the temps for your CPU and GPU just prior to the freezing?  Any chance its a heat issue?

clivegsd · Answer

Card is a stock NVidia GTX460. The only changes are a new hard drive, new ram, new PSU, and Bios updated. Problem has been there from the first week, it subsided for a while but has come back with a vengeance.

First though was the Kingston ram so that was replaced.

clivegsd · Answer

Temperatures are stable and within parameters. No chance it's a heat issue

clivegsd · Answer

Just got off the phone with Dell who have taken the computer in to dianose the problem. Apparently the processor is the problem and to have it replaced would cost me over £400.00 (which dropped by 50% when I said I don't have the money to cover the replacement, even 50% is something I now cannot afford)

How the hell can a processor blow after under 3 years usage?

Could someone please tell me the likely cost of replacing this myself (I'm in the UK) it's an I5 quad core.

I'm now done with buying and recommending Dell and Alieanware.

89fordprobee · Answer

well you  can replace cpu  yourself with a far better cpu for 400 .. hands down but   find  out  what they will give for warranty for cpu.... if they replace it. since you get 3 years on a  store  bought  retail cpu so if  they wont give you that in writing.. walk away

Tesla1856 · Answer

Apparently the processor is the problem and to have it replaced would cost me over £400.00
How the hell can a processor blow after under 3 years usage?

Really doubt it's the main Intel processor. No way they could tell over the phone anyway.

clivegsd · Answer

Thanks for the reply Tesla, it was shipped back by Dell to be diagnosed, it wasn't done over the phone. I am now having to if a free repair isn't offered. I don't fiddle about with componants apart from the easy to change ones so I've used the PC as is apart from different memory and a new hard drive with a clean installation of Windows 7, it didn't need the hard drive to be honest but I wanted to eliminate that as a cause anyway. From what I've gleaned a processor shouldn't have conked out after under 3 years, I've been communicating with Dell since the first week over the random freezes which are now a daily occurance, something I have taken pains to record, always by email so I can prove if something has happened.

clivegsd · Answer

Thanks for the reply 89FORDPROBEE, I can't afford it, I'm not being difficult with Dell over this but I just do not have the cash.

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Aurora-R3, Expensive Paperweight

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