Hello
I reported a long time issue I've been having with my M17x R2 regarding overheating, since last month it's been unbearable the heat and also began affecting graphics performance and games now show corruption after just an hour worth of gaming.
Also, when not gaming, the fans on the system are almost at full speed all the time and after a few hours of work / e-mail its also very distracting, and even dangerous if you happen to touch the metal on the sides near the vents.
I reported this on Aug/13th, and a service tech was dispatched to change the Motherboard, CPU heat Sink and all 3 fans 3 days later.
The Mobo and Sink they sent were for a R1 model, it appears to be an issue with my service tag wrongfully reporting as an R1 instead of an R2... so he could not exchange the parts... so he only replaced the Fans. The tech reported the issue to Dell and another service call was created.
The next day I checked online and noticed the service call had the same wrong part numbers for the MB and HS... so I called dell and requested the correction. It took the best part of an hour for the tech to find the correct part number for the Heat Sink once I provided the Motherboard's correct part number, but finally another service call was created and dispatched 5 days later.
When the second tech arrived, he began disassembling my laptop and when he tried to disconnect the left video card fan, the plug broke into several pieces leaving just the bare cables from the fan.
He finished the Mobo and Sink exchange and re-assembled the motherboard while waiting on the phone for a Dell tech so he could request a new fan to replace the one that was damaged.
Since then, I haven't been able to use my computer because it wont boot up, when powering on, the Caps-Lock led stays on, and the Num and Scroll-Lock Leds blink, nothing on the screen, and after a few seconds, two beeps and it powers off all by itself.
The tech toldme this is normal because of the missing fan and that he was sorry the problem got worse.
It's been a whole week, and my service call is still "Delayed", no one has given me any updates. I tried contacting Tech Support by phone and e-mail with no response, and had a chat session with an agent that just told me I had to wait up to 15 working days for the parts to be available and for someone to finish the service call. I told him this was unnacceptable and just to return the old fan back to me, to this he told me all parts are destroyed once they return them to the service center and so it was not possible to return the old part to me.
I'm seriously considering not letting the next technician touch my computer next time...
Is there someone who can help me with this issue, I need to be able at least to power up my computer so I can extract my work-related files, since the only other computer I have access to is a laptop, and my files are on the second HDD of my M17x and this does not have the OS installed... there is no way I can access my files on the other laptop.
I can't believe the technicians were able to produce a Motherboard, Heat Sink, and 3 fans in 3 days, and now I've been waiting a whole week for just one fan to be replaced... is there a way I can escalate this issue and get a real answer to why has this taken this long?
Thanks in advance for your help