Alienware Aurora R4

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Alienware Aurora R4

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This is really ridiculous!! Today (7/11/12) another service technician shows up with the wrong parts and we are still without a computer. Here is a breakdown - literally!!

We bought two identical computers (Alienware Aurora R4s). My wife received hers first and it would crash every once in a while for no reason. She would just be browsing and the computer would freeze up. We called tech support  the 3rd day after this was happening and they sent us another computer. When we received the new computer it did the same thing and continues to do so. 
I received my computer and I experienced the same crashing issue. I shut down Tuesday, 6/19 before going to work. When I got home and turned on the computer, the fans blew but there was no hard drive light or noise. No post op sound sounded.
I called support that night and we tried holding the power button for 3 minutes. We re-seated the video card and even tried it in the expansion PCI slot. Restarted the system and still had the same problem. We then went through removing video card and memory (separate steps). Restarted again and still same results. NOTHING, the computer is defective.
My wife bought the exact same computer so we put my video card and my hard drives into her computer and they worked fine. We also put her video card into my computer and restarted. The same results occurred. We have removed and re-seated all memory modules as well as removed the CMOS battery and power drained the computer. STILL NOTHING!
While doing this the guy said he would call us back in 30 minutes. He did not so I had to call back in and get a new guy, Frank. Frank was very helpful and decided it must be the motherboard. He sent the motherboard to a dell representative who came and installed it. The computer was started up and still presented the same problem as before. The guy called into tech support and they went over other ideas as to what it could be. In the end, I was told Alienware would call me to set up a swap in 48 hours. It has been about 4 days now and still no call.
I called again Friday morning 6/28 and asked for a manager and got Norman on the line. I told him the above information and said, "So here
is what I want. I want to return these computers (both of them). I want my credit card credited what I payed for both." He told me he would put in
the request and have someone he trusted call me back Monday because he would not be working Monday. I did not receive a call so I waited Tuesday
in case he was unable to get someone he trusted to call me back. No one ever called. Wednesday is Independence day so I didn't bother calling.
Called today 7/5 at 4:45pm and talked with Norma again. It is now 5:20. They are supposed to call me back in 45 mins (6:05ish pm). BIG SURPRISE - they didn't call. I called back and I believe a Christopher from Peurto Rico went through the whole process for the second time of determining what is wrong with the computer. No bad part was found but more than likely it is a faulty wiring problem coming from the power supply to the video card. He thinks the BIOS on video card is not posting making it so that the computer BIOS does not post either. He said he would call me back on 7/6 around 11:45 my time
and did not.
Called today yet again 7/6 at 5pm and Norman was too busy to talk to me. He told Noemia to tell me that he was too busy but he would call me tomorrow
with a resolution. 
7/7 - NO CALL from Norman - why does this not surprise me. I called back and asked to speak with Norman - after a 45 minute hold he finally gets on the phone and states that someone was supposed to call. I told him that I was told he would call. After arguing for a few minutes about why I can't just get a replacement - he set up another service call for a technician to come work on the computer.
7/11/12 - The technician shows up - this is the 3rd day I have missed from work over this issue - and he does not have the right parts for my system. I am going to call yet again to try and get the issue resolved. 
I am tired of waiting for answers so I need this taken care of today. We have been waiting since 6/19/12  to get this issue resolved. All I want is to return these lemon computers and get my money back. Please give me a customer support number where someone will actually help me now before I go to the <removed legalistic jargon> to tell everyone how bad your service and computers are!
BEYOND RIDICULOUS!! 
All Replies
  • mapamp1,

    We need more information to investigate this. Send me the following via private message. Click my username then click Add as Friend -
    Email Address:
    Name:
    Shipping Address:
    Phone Number:
    Computer Service Tag numbers:

    (Liaison for Desktops, Alienware, Monitors)
    Would you like to be a Dell Community Rockstar?

  • wow sounds like you have had a bad experience , i have found the customer service as whole normally brilliant ! i am sure ChrisM or one of the AW tech guys that patrol this site will help you out , i found Frank , Luis and Chris extremely helpful on here

    Good luck i hope the guys here can help you out !

    M18x R2 3940XM  , 16GB 1600mhz Vengence , 2 x M4 256GB SSD's Raid 0 + Seagate 750GB 7200rpm storgage , Dual 7970m Crossfire , Full HD , Bluray , Nebula RED , Warranty July 25th 2013 , Tactx Keyboard , Tactx mouse , Tactx Headset and Alienware AW2310 23" Screen .

    M17x R2 940XM , 8GB DDR3 , 1TB 2 x 500GB Hybrid Raid 0 , Xfire 6970m , Bluray , Beyond HD screen , Nebula Red

    M11x R3  i7-2617M  8GB DDR3  256GB SSD Stealth Black

    XPS 720  Custom , i7 2700K , Alienware Water cooling  , 16GB Vengence DDR3 , 240GB SSD Raid 0 , 2TB 2 x 1TB Raid0 , xFire 6990's , Bluray

  • see :) chris beat me to the post !

    M18x R2 3940XM  , 16GB 1600mhz Vengence , 2 x M4 256GB SSD's Raid 0 + Seagate 750GB 7200rpm storgage , Dual 7970m Crossfire , Full HD , Bluray , Nebula RED , Warranty July 25th 2013 , Tactx Keyboard , Tactx mouse , Tactx Headset and Alienware AW2310 23" Screen .

    M17x R2 940XM , 8GB DDR3 , 1TB 2 x 500GB Hybrid Raid 0 , Xfire 6970m , Bluray , Beyond HD screen , Nebula Red

    M11x R3  i7-2617M  8GB DDR3  256GB SSD Stealth Black

    XPS 720  Custom , i7 2700K , Alienware Water cooling  , 16GB Vengence DDR3 , 240GB SSD Raid 0 , 2TB 2 x 1TB Raid0 , xFire 6990's , Bluray

  • Chris, I am trying to be patient but I was supposed to have gotten a resolution to this by Monday and I have still not received a call. I am about to go to the <Violation -Legalistic> . I will also be telling everyone via social sites how bad an experience I have had with customer service and these lemon Aurora R4s. If I do not receive a call today with a resolution of my issue, I will take action. I have been without a computer I have paid for now for a month.

    Impatiently waiting,

    Mark Poland

  • I replied to your private message. No need to duplicate the question out here.

    (Liaison for Desktops, Alienware, Monitors)
    Would you like to be a Dell Community Rockstar?

  • Well all is almost right with the world again. I finally received another Aurora R4 for the one that wouldn't boot up. In my first post, well my wife's first post, she mentioned her computer crashing as well as the computer I had before it stopped booting up. Is this new computer any different? Nope, I have the same crashing problem with it. Can someone point me to a fix for this? This is the fourth Aurora R4 we have received and all of them crash like this. Is this really a problem with drivers and such? Surely not when all four have the same problem? Anyway, I would really like someone to help get rid of this crashing problem or give me my money back for these computers.

  • mpoland

    Well all is almost right with the world again. I finally received another Aurora R4 for the one that wouldn't boot up. In my first post, well my wife's first post, she mentioned her computer crashing as well as the computer I had before it stopped booting up. Is this new computer any different? Nope, I have the same crashing problem with it. Can someone point me to a fix for this? This is the fourth Aurora R4 we have received and all of them crash like this. Is this really a problem with drivers and such? Surely not when all four have the same problem? Anyway, I would really like someone to help get rid of this crashing problem or give me my money back for these computers.

     

    What kind of peripherals are you using? Could one of them be causing it? If you haven't done so yet I would suggest using only the mouse and keyboard. Don't plug anything else into it and see if the issue goes away. It's a long shot but it's one more thing to rule out as the cause.

    What is the BSOD code you get on both computers?  

    __________________________________________________________________________________________

    Area-51 Cosmic Black/Windows 8 64-bit Pro/BIOS A11
    Intel Core i7-980x Extreme Edition @ 4.0 ghz/Intel 160gb X-25M SSD Raid-0
    6GB Corsair Dominator GT 1866 DDR3/PNY GeForce GTX 680 SLI/ATI TV Wonder

     

  • I don't get a BSOD. It freezes up and this time it restarted after being frozen for about a minute. Delete this information if it is too much but here is the text of the "My PC Information.xml" file:

    Processor(s)

    Processor

    CPU_Name: Intel(R) Core(TM) i7-3820 CPU @ 3.60GHz

    CPU_Manufacturer: GenuineIntel

    CPU_Caption: Intel64 Family 6 Model 45 Stepping 7

    CPU_Version:

    CPU_ProcessorId: BFEBFBFF000206D7

    CPU_CurrentClockSpeed: 1188MHz

    CPU_AddressWidth: 64Bits

    CPU_DataWidth: 64Bits

    CPU_SocketDesignation: CPU 1

    Verified Hardware Device against Order: VARIABLEXYZ

    Verify Correct Processor Frequency

    System Memory

    BIOS Information

    BIOS_Manufacturer: Alienware

    BIOS_Name: BIOS Date: 02/08/12 15:27:32 Ver: 04.06.05

    BIOS_Version1: A03

    BIOS_Version2: ALWARE - 1072009

    Motherboard Information

    MB_Manufacturer: Alienware

    MB_Product: 07JNH0

    MB_SerialNumber: ..CN697021CE0341.

    MB_Version: A00

    Video Adapter

    Video_Caption: NVIDIA GeForce GTX 555

    Video_AdapterRAM: 1024MB

    Video_DriverVersion: 8.17.12.8576

    Hard Drive(s)

    Intel Raid 0 Volume SCSI Disk Device

    Disk_Model: Intel Raid 0 Volume SCSI Disk Device

    Disk_Size: 2000 GB

    Disk_Partitions: 4

    Disk_TotalHeads: 255

    Disk_TotalCylinders: 243200

    Disk_TotalTracks: 62016000

    Disk_TracksPerCylinder: 255

    Optical Drives / Other Storage

    PLDS DVD+-RW DH-24ABS SCSI CdRom Device

    OperatingSystem: MS Windows 7 Home Premium Edition

    DirectXVersion: DirectX 11

    IRQ Configuration

    0 System timer

    1 -empty-

    2 -empty-

    3 -empty-

    4 Communications Port (COM1)

    5 Intel(R) C600/X79 series chipset SMBus Host Controller - 1D22

    6 -empty-

    7 -empty-

    8 System CMOS/real time clock

    9 -empty-

    10 -empty-

    11 -empty-

    12 -empty-

    13 Numeric data processor

    14 -empty-

    15 -empty-

    16 Intel(R) C600/X79 series chipset PCI Express Root Port 2 - 1D12

    16 Intel(R) C600/X79 series chipset PCI Express Virtual Root Port - 1D3E

    16 Intel(R) C600/X79 series chipset USB2 Enhanced Host Controller #2 - 1D2D

    17 High Definition Audio Controller

    17 Intel(R) C600/X79 series chipset PCI Express Root Port 1 - 1D10

    19 Intel(R) C600/X79 series chipset PCI Express Root Port 4 - 1D16

    19 Intel(R) C600/X79 series chipset PCI Express Root Port 8 - 1D1E

    22 Intel(R) C600/X79 series chipset High Definition Audio Controller - 1D20

    23 Intel(R) C600/X79 series chipset USB2 Enhanced Host Controller #1 - 1D26

    26 Intel(R) Xeon(R) Processor E5 Product Family/Core i7 IIO PCI Express Root Port 1a - 3C02

    26 Intel(R) Xeon(R) Processor E5 Product Family/Core i7 IIO PCI Express Root Port 1b - 3C03

    32 Intel(R) Xeon(R) Processor E5 Product Family/Core i7 IIO PCI Express Root Port 2a - 3C04

    40 NVIDIA GeForce GTX 555

    44 High Definition Audio Controller

    190 Microsoft ACPI-Compliant System

    Miscellaneous

    Final Checks

    Installed Devices Drivers

    NVIDIA High Definition Audio, 7-7-2011, 1.2.24.0

    Generic volume shadow copy, 6-21-2006, 6.1.7600.16385

    Intel(R) Core(TM) i7-3820 CPU @ 3.60GHz, 6-21-2006, 6.1.7600.16385

    Generic volume shadow copy, 6-21-2006, 6.1.7600.16385

    NVIDIA High Definition Audio, 7-7-2011, 1.2.24.0

    NVIDIA GeForce GTX 555, 11-3-2011, 8.17.12.8576

    Microsoft Streaming Service Proxy, 6-21-2006, 6.1.7600.16385

    Realtek PCIe GBE Family Controller, 6-10-2011, 7.46.610.2011

    NVIDIA High Definition Audio, 7-7-2011, 1.2.24.0

    Intel(R) Core(TM) i7-3820 CPU @ 3.60GHz, 6-21-2006, 6.1.7600.16385

    Intel(R) Core(TM) i7-3820 CPU @ 3.60GHz, 6-21-2006, 6.1.7600.16385

    Intel(R) C600 Series Chipset SATA RAID Controller, 10-12-2011, 3.0.0.2003

    Generic volume shadow copy, 6-21-2006, 6.1.7600.16385

    PLDS DVD+-RW DH-24ABS SCSI CdRom Device, 6-21-2006, 6.1.7601.17514

    NVIDIA High Definition Audio, 7-7-2011, 1.2.24.0

    Intel(R) Core(TM) i7-3820 CPU @ 3.60GHz, 6-21-2006, 6.1.7600.16385

    Intel(R) Core(TM) i7-3820 CPU @ 3.60GHz, 6-21-2006, 6.1.7600.16385

    Generic volume shadow copy, 6-21-2006, 6.1.7600.16385

    Microsoft Streaming Tee/Sink-to-Sink Converter, 6-21-2006, 6.1.7600.16385

    Intel Raid 0 Volume SCSI Disk Device, 6-21-2006, 6.1.7600.16385

    USB Input Device, 6-21-2006, 6.1.7601.17514

    Realtek High Definition Audio, 11-16-2011, 6.0.1.6505

    Generic volume shadow copy, 6-21-2006, 6.1.7600.16385

    Intel(R) Core(TM) i7-3820 CPU @ 3.60GHz, 6-21-2006, 6.1.7600.16385

    Intel(R) Core(TM) i7-3820 CPU @ 3.60GHz, 6-21-2006, 6.1.7600.16385

    Microsoft Streaming Tee/Sink-to-Sink Converter, 6-21-2006, 6.1.7600.16385

    Generic volume shadow copy, 6-21-2006, 6.1.7600.16385

    Sound Blaster X-Fi Xtreme Audio, 5-25-2009, 6.10.0.209

    Generic volume shadow copy, 6-21-2006, 6.1.7600.16385

    Intel(R) Core(TM) i7-3820 CPU @ 3.60GHz, 6-21-2006, 6.1.7600.16385

    Generic volume shadow copy, 6-21-2006, 6.1.7600.16385

    HID-compliant device, 6-21-2006, 6.1.7601.17514

  • Ok, the system just crashed again and this time I was lucky enough to get the BSOD code: STOP: 0x...0101 (0x...19, 0x0, 0xFFFFF88061E6180, 0x...04)

  • mpoland

    Ok, the system just crashed again and this time I was lucky enough to get the BSOD code: STOP: 0x...0101 (0x...19, 0x0, 0xFFFFF88061E6180, 0x...04)

    Download Bluescreenview here: http://download.cnet.com/BlueScreenView/3000-2094_4-10965136.html

    Also make sure that everything is updated, nothing is plugged in except mouse and keyboard and turn off any overclocks. If you have anti virus it would be best to disable it for the time being. Run the Bluescreenview, it will tell you what is causing the BSOD's.

    __________________________________________________________________________________________

    Area-51 Cosmic Black/Windows 8 64-bit Pro/BIOS A11
    Intel Core i7-980x Extreme Edition @ 4.0 ghz/Intel 160gb X-25M SSD Raid-0
    6GB Corsair Dominator GT 1866 DDR3/PNY GeForce GTX 680 SLI/ATI TV Wonder

     

  • ugh, I received the bsod on the last crash but it froze up before writing the dump file so the software you wanted me to download does not see anything :(

  • hmmm i just purchased a alienware aurora a few days ago.............you make me want to cancel my order.....

  • My R4 has been doing this since new in May also. This seems to be a fairly common issue that Dell has no clue how to fix.

  • I have a Alienware x51 desktop and I originally has pink screen freezes and blue screens. To get it to stop I received a new gtx 555 card and downloaded the latest drivers from nvidia site.
  • Chris, when the computer crashes, and it is doing it at least once a day, I am unable to get a dump. The computer just restarts after freezing up without a bsod. Is there something else we can do to figure out what is wrong? The Blue Screen View you had me download will not help because I can't get a dump.