Alienware Area-51 5790 Issues - Page 2

Well, along with the freezing, a new problem has shown up, or perhaps an extension of the old problem. The computer has "blanked out" four times now, when using my 3D simulator/builder. What happens is, the system seems to run fine and normally, and all of a sudden, the screen blacks out, any sound currently playing on the computer "freezes" and eventually shuts off, the wireless adapter shuts off, and then the capslock, the numlock, and the scroll lock all start blinking once every few seconds. I have tried Ctrl+Alt+Del, Esc, random buttons and mouseclicks, and nothing recovers the computer, it requires a reboot. But, this only happens with that one program, it hasn't happened with anything else (yet). I've had just as many people tell me that it's the motherboard as I've had tell me it's the video card, but I'm wondering if it could possibly be both, perhaps one circuit doing damage to the other.

I honestly don't know how to monitor temperatures, but the blacking out only started recently. The freezing itself has been going on since the day the computer arrived, and other than a brief stint of being related to two games I play, seems to be completely random, happening at any time, with any program, or even no major programs at all (just the desktop and background programs). The only thing that isn't random about it is that the frequency changes proportional to the amount of memory in the system itself.

*nods* I do actually have a backup, but it's only a hard drive. At this point, I can't afford a second computer, but that was my next investment once I did get the funds saved up (after bills and whatnot).

Update: Well, the new (mobile) memory was recieved, and sadly did not work. The system froze as soon as it reached the desktop, so I removed it. I called the tech support department of alienware, as the man in charge of my case had not called or contacted me in any way when the memory arrived as he promised, and I was told that he was not in that day, he was off, and I was directed to his assistant who promised me that he would leave a message for the man, and that he would get back to me first thing tomorrow when he got my message (and those were his words). Well, I waited, and got no call. Finally in the late afternoon, I called them only to be directed to a new technician and I was told that the orgiinal technician had been reassigned and was no longer working on my case, and the new technician asked for a day to review my case saying that he would be taking care of it from now on. I agreed, and he called today as promised. We discussed the issue, and this technician is concerned about both the motherboard and the hard drive. Towards the conclusion of our conversation, I related the situation that this predicarment had put me in financially, that it was likely going to cost me clients (and I can already name a few) and thus the money they were going to pay which was no small amount. I then said that considering this (and I ought to have mentioned that this predicarment is Alienware's responsibility since the issue was present out of the box) I wanted to request my compensation in the form of a CPU upgrade, and possibly a video card upgrade, and I mentioned the name of the supervisor who had unreservedly guaranteed that I would be compensated for my time. He looked back at the notes, and he found that the supervisor had mentioned compensation, but he also said the notes indicated they were not going to provide compensation, which is a direct contradiction to the supervisor who told me that all I needed to do was call him after this ordeal was done. I only took it upon myself to mention it prior to sending the computer in because I figured it would be far easier for everyone involved to send it in once, and not have to change orders or whatnot. The technician on the phone said that the supervisor mentioned was not in that day, but that he would email him and get back with me tomorrow with the response.

I can't help but feel I'm getting a run around, and I sadly have to admit that not only my satisfaction with them is dwindling fast, and even my family members who have been oberving this have said they would never buy an Alienware nor recommend it based on what they've seen. This isn't my reaction to the upgrades, but more the unnotified switching around of people dealing with my case, the constant restarts of evaluations, and the seeming contradictory promises they make which they then appear to be trying to backpedal on. Considering the amount of money this is putting me out of, which is basically my livelihood, and if I didn't have bills and living to pay for would buy me a new and better system, I don't think my request was at all extravagant, and I mentioned to them the amount that was in question. I'm baffled and at a loss.

Well, I spoke with the manager of the tech department today. They said I would be getting an executive callback, so I guess he was the executive. Basically I was told again they can't do the upgrades, they don't have a compensation policy. Instead they're sending $75 in Amazon coupons. They've been kind enough to give me expidited shipping on the system, but said they couldn't send a surrogate system for me to work on. So, I'll be sending the system in now I suppose. I am grateful to them for their work, though I suppose I can't help but be disappointed in some ways. Ah well.

I'll work on getting that program Hammerhead, it sounds like it could come in handy. I appreciate your comments on the thread too, they've been very helpful.

dman, I'd love it if I got it back that quickly, but sadly, due to my computer spending days being ok and then erupting into a series of freezes when it messes up means it's probably going to spend a longer time there to make sure it's working, which is understandable.

I've been kinda disheartened by the whole thing, but meh, I'll feel better about it once I get the computer back and I'm working again. Hopefully I'll be able to get back the client I lost if the repairs don't take -too- long. I don't know that I'll be getting an alienware again though. I guess once you get a lemon you're just kinda wary at all after that point.

True, and I'll be sending this one as soon as I get a few things in order. Unfortunately, I don't have the time to ask for a refund and buy a new computer. Out of curiosity, how has your AW "experience" been Hammerhead? Have you had problems with your system at all?

Well, actually they've already sent a hard drive. The new hard drive caused it to work for about 2 days, then it froze, but it seemed fine after and the tech support guy said it was likely a one-time thing. Then it froze again 2 days later and it kept freezing on bootup each time. I've respawned the system at least three times now, so that's taken care of. I actually respawned it the day I got it when it froze for the first time, and it froze when windows loaded immediately after. After that, I reformatted the HD and installed windows from the disc provided in the case, but that also still froze. From the way it's behaving, I'd say it's another component, but that's coming from very limited knowledge on my part.

[quote=Hammerhead;2653990]Hmmm, so it must not be the hd. If it's not the memory or hd, it's likely the hd controller on the mobo...[quote]

Funny you should mention that, actually (in a good way). My friend who builds computers suggested that almost immediately when I first told him of the situation several weeks ago. Alienware was sure it was probably the memory at that point, though, with the same information I gave him (I basically quoted to him what I told them).

They've sent me a shipping label, so I'll likely send it out the day after tomorrow. That gives me time to back everything up.