Unsolved
1 Rookie
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21 Posts
0
230
December 22nd, 2022 20:00
drop in FPS/key not working
I received the x17 r2 two days ago. Max spec with RTX 3080ti, i9, QHD monitor.
So to my surprise when I just open the computer the keys for volume up/down are flat without any travel (as it was supposed bc of the cherry key)then when I started to play an error about DirectX appeared and then said that the resolution of the monitor is too low, so I could not play. I checked and resolutions were at max. So, after many attempts, I found on youtube a video about updating the DirectX windows software but still for a monitor that is 165 hzs I barely get 60 or 70 fps, and sometimes even drop to 30. Called support assist they could not solve the problem.
The worst part is that I have been calling dell support assist, but they have not fixed the problem, they keep sending me emails about "we are working to fix the issue" we will contact you soon", and nothing has happened. So they just not fix the dropping in the frames, they seem to not even know what to do with the damaged keys.
So, I still trying to decide if I was unlucky and I received a defective device and unluckier to find a representative that knows what is happening. I do not know what to do or to whom I should call
I also own an Alienware desktop Razen 9 Edition which is working as expected and support assistance has been good too. So, that's why I decided to buy the laptop with you again, but so far was the worst decision I have made.
A happy and enjoyable moment of receiving a new computer has swiftly become a nightmare.
So if someone from Dell is reading this please contact me.
crimsom
9 Technologist
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6.1K Posts
0
December 22nd, 2022 21:00
Hi @Yancio welcome to this free user-to-user Alienware laptop discussion forum.
Do not delay, please click on Contact Technical Support and 'book' your within first 30 days request to Reject the Alienware x17 R2 that has been delivered with out-of-the box faults. State your Reject option to be full refund or new replacement Alienware x17 R2. Advocate you request full refund so you can decide what you want to purchase. Dell Refund policy, New vs Refurbished - Dell Community. You must wait for Dell to arrange collection of your system.
You can click on @DELL-Cares and send Private Message to request assistance.
You can click on the Get Help Now icon in bottom RH corner of screen to have an online chat with Dell, remember to click on and save record of your dialogue as evidence.
Dell do not normally visit these Dell Community Boards, but there are occasional Dell Community Manager visitors that are prepared to enter into dialogue with customers/users.
Please share image of damaged keys, etc. in your next message. Thank you.