lckydg
1 Nickel

New R4 won't run at all. No support. Out $3800+. Dead in the water.

I hope that someone high up enough in the support structure reads this and can help me. I, too have received my new $3800 Alienware Aurora R4 more than a week ago. It was supposed to be a Christmas gift for my son. Needless to say, his Christmas at the moment is looking very lean. The beautiful case and its innards sit on the dining room table, along with a new Dell 22-in. monitor, new mouse(wired), and new Logitech G510 keyboard(wired). All plugged in to the powerstrip Dell sent us. Three times in the last four days, I have waited twenty minutes, only to have the phone call cut off after ten minutes with the support person having taken my phone and alternate cell phone every time, along with my email. I have $3800+ invested in a useles-at-the-moment 70-pound elephant in the dining room. One tech had me plug in the DVI connector to the PC and monitor, using the bottom of the dual video cards. The quick-start guide said to use to top card. I've performed a power-drain with the power button, as I chatted with the tech, then she had me go through a power-on sequence and I finally got a splash screen with an Alien head that instructed me to push F2. I push F2 and the screen then says, "no hard drive, please reseat and try again". That's all it ever does. I cannot hold a conversation with support, after a 20-minute wait to connect and a ten-minute disconnect, so far in four days no-one will answer my emails at Dell or return my phone calls. The Pig sits on my dining room table, inert, and I'm out $3800 bucks. <profanity removed>

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17 Replies
zbestwun2001
5 Rhenium

Re: New R4 won't run at all. No support. Out $3800+. Dead in the water.

I hope that someone high up enough in the support structure reads this and can help me. I, too have received my new $3800 Alienware Aurora R4 more than a week ago. It was supposed to be a Christmas gift for my son. Needless to say, his Christmas at the moment is looking very lean. The beautiful case and its innards sit on the dining room table, along with a new Dell 22-in. monitor, new mouse(wired), and new Logitech G510 keyboard(wired). All plugged in to the powerstrip Dell sent us. Three times in the last four days, I have waited twenty minutes, only to have the phone call cut off after ten minutes with the support person having taken my phone and alternate cell phone every time, along with my email. I have $3800+ invested in a useles-at-the-moment 70-pound elephant in the dining room. One tech had me plug in the DVI connector to the PC and monitor, using the bottom of the dual video cards. The quick-start guide said to use to top card. I've performed a power-drain with the power button, as I chatted with the tech, then she had me go through a power-on sequence and I finally got a splash screen with an Alien head that instructed me to push F2. I push F2 and the screen then says, "no hard drive, please reseat and try again". That's all it ever does. I cannot hold a conversation with support, after a 20-minute wait to connect and a ten-minute disconnect, so far in four days no-one will answer my emails at Dell or return my phone calls. The Pig sits on my dining room table, inert, and I'm out $3800 bucks. <profanity removed>

 
I'm just trying to pin point what your problem is?
I have always found Alienware Tech support to be extremely helpful and pro-active. 
So you can't even get into Windows, correct?
What happens after the Alien head logo disappears during boot up?
If you're getting a prompt what does it say?

 

Dell Forum Member Since 2004 but not an employee of Dell

If this answers your question, click
  Yes  

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lckydg
1 Nickel

Re: New R4 won't run at all. No support. Out $3800+. Dead in the water.

zbestwun2001

Finally! one reply in four days. Although apparently not a Dell rep, thanks
for answering, zbestwun2001, it
shows me there is some active response-life here on this board.
What happens is I plug the new Dell monitor into
the power strip, along with the R4, plug in the mouse and keyboard as per
quick-start guide, plug in the monitor to the R4 via DVI to DVI, and boot it up
after turning on the Dell-supplied power strip. I get an Alienhead sepia-colored
page similar to a bootscreen, with an overlay that says ‘press F2 to continue. I
press F2 and the screen changes to an error popup that says “hard d
rive
not detected, Seat hard drive and try again.” No action with the keyboard or
mouse is noticeable after that and all I can do is hold the power button down to
turn off the R4, then turn off power via the power strip. You ask what happens
after the Alienhead logo disappears during bootup: It doesn’t, even after two
hours. Only if I press F2 will it change, and then only to an error popup.
Doesn’t go to Windows 7 X64 at all. Doesn’t go to boot screen, but a similar one
in sepia with Alienhead
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Moderator
Moderator

Re: New R4 won't run at all. No support. Out $3800+. Dead in the water.

* Power the R4 on
* Press F2 to enter the Bios. At this point, are you saying the Bios screen does NOT appear?

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lckydg
1 Nickel

Re: New R4 won't run at all. No support. Out $3800+. Dead in the water.

Thank you for answering my request. I now have hopes of resolution. I power the R4 on, the keyboard lights up but doesn't otherwise have any effect on the screen. The sepia-colored Alienhead screen appears for a few seconds, then goes to an error message saying "no hard drive detected. Please seat hard drive and try again". I just got back from taking it to the geek squad at my local Best Buy. They hooked it up and couldn't get even a screen of any kind other than black. They said I have to send it back to Dell as they couldn't get it to POST and the hard drives (2 each 500 GB solid state) seemed to be seated. I just hooked it all up again here at home and get the error: "no hard drive detected".

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lckydg
1 Nickel

Re: New R4 won't run at all. No support. Out $3800+. Dead in the water.

Also, the lighting panels don't work on the left side, but the theater lighting goes on when the side panel is removed. My number is [Admin. Note: Edited per TOU Policy]

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lckydg
1 Nickel

Re: New R4 won't run at all. No support. Out $3800+. Dead in the water.

I will give Dell techs time to answer this post, then again will try to phone tech support, this time at the number Best Buy Geek Squad guys here in Idaho Falls gave me: 1-800-624-9896. While this online help isn't as direct as a phone call, I do appreciate no end that an actual Dell rep is communicating with me and will continue to try to resolve this without sending the unit back to Dell/Alienware. Thanks so much, DELL-Chris M

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zbestwun2001
5 Rhenium

Re: New R4 won't run at all. No support. Out $3800+. Dead in the water.

Also, the lighting panels don't work on the left side, but the theater lighting goes on when the side panel is removed. My number is XXXXX

 

Remove your tag number  for your privacy...

Here is a better number for Alienware  800-254-3692

 

Dell Forum Member Since 2004 but not an employee of Dell

If this answers your question, click
  Yes  

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lckydg
1 Nickel

Re: New R4 won't run at all. No support. Out $3800+. Dead in the water.

Trying to remove tag number but can't. Can you do it from the Dell end? Thanks. Will try the better number for Alienware.

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lckydg
1 Nickel

Re: New R4 won't run at all. No support. Out $3800+. Dead in the water.

Making another attempt to contact Alienware support at 800-254-3692 now...

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