m15 R4, splash screen cannot be solved

Question

Hello, my computer had a splash screen problem. Two weeks ago, I contacted Dell customer service and they said it was a bad motherboard and needed replacement parts. So I waited a long time for a new motherboard. Yesterday the engineer came to my home to help me fix my computer. After he replaced the new motherboard, I found that my computer could not be turned on. Then he checked the new motherboard, he said the new motherboard is bad. I said I need to use the computer. I have a lot of information on the computer and now the computer does not turn on. I cannot accept it. So the engineer had to install the old motherboard again. During the process my Alien logo light is not on, no response. Then the engineer installed the old motherboard and did some system tests and all the tests said my computer have no problem. The engineer thought the old motherboard is GOOD. He told me that the splash screen will not happen again but hen last night when I used the computer, the splash screen happened again. I really had to break down. I called Dell customer service again and they said they would resend a new motherboard to me and replace it. I am really devastated, I need to use my computer every day. It has taken so long and it is still not fixed, I am leaving Melbourne in 10 days by plane. I don't have time to wait for parts. This is a waste of my time. I request you to give me a reasonable solution.

crimsom · Answer

Hi @ASDZZ welcome to this free user-to-user Alienware laptop discussion forum.

This public Dell Community board is not Dell Support, just a user-to-user discussion forum and unable to instigate hardware replacements.

Please visit your online Dell account to update your existing Service Request with the information in your opening post. If Dell Support says send them your system, all your data will be lost, and the laptop returned in the as delivered drive content.

You are responsible for retaining the data on your drive(s) and should remove your drives and get them cloned (copied) by Macrium Software | Reflect Free Edition or a similar application. If you have a personal disaster recovery plan, perhaps your data is already backed up. Perhaps a colleague or local cloning facility can do this for you, or perhaps temporary loan of a different laptop if the Dell warranty is valid. Perhaps being prepared to swap in an OS (C:) boot drive purchased on eBay and keeping your drives safe is a good option. If there is no Dell warranty, purchase of a second laptop and swapping in your existing drives might be a good option.

If your same laptop's pixelated screen issue, etc. is not fixed on three separate visits, it is Dell policy to provide replacement laptop. Please click on @DELL-Cares to send Private Message requesting Dell warranty assistance.

ASDZZ · Answer

windows10

ASDZZ · Answer

alienware M15 R4

crimsom · Answer

Hi @ASDZZ  * What specific Alienware Laptop model? * What operating system?

ASDZZ · Answer

i am not sure， because it not more than three times，i did find where i can provide to replace a new laptops，is it will spend so many time to wait a new laptops？i do not have time，after ten days i will leave this country，so sad，and the new parts i don't know when it can be post.if it not fixed on less than three separate visits，can i provide a new re placement a new equal M15 R4 laptop specification?

crimsom · Answer

Hi @ASDZZ thank you for sharing additional information.

Has Dell Support agreed to provide a temporary replacement system that is equal to or better than your existing A lienware m15 R4 laptop specification? @DELL-Cares The laptop's pixelated screen seems to be a GPU problem, which is permanently soldered on the system board (aka motherboard).

DELL-Chris M · Answer

Moving this thread to the Customer Care board.

* Open the Pinned post, "FAQ Customer Care"
* Read = "Dell warranty, returns, compensation policies"
* Read = "Dell warranty does not cover your personal data"

ASDZZ · Answer

i have already send the  private message to dell care to check can they provide a temporary replacement system that is equal to or better than my existing Alienware m15 R4 laptop specification. wait for them answer.

ASDZZ · Answer

got that，but my problem still unsolved.

ASDZZ · Answer

the screen still splash

DELL-Jesse L · Answer

Update = After completing troubleshooting, a DELL-Cares agent to setup a part replacement.

Customer Care

m15 R4, splash screen cannot be solved

Was this post helpful?