Nathparrett
1 Copper

Alienware 17r3 Graphics Card 4gb not 8gb - UK

Hi,

Like some people I have received the 4gb version of the graphics card not the 8gb.

Spoke to customer care, there is an issue with the factory and have told me that this has not been resolved yet and to wait a week before exchanging the machine.

Has anyone else been  told the same information?  They offered to refund the machine

Thanks

0 Kudos
17 Replies
Highlighted
schneeball
2 Iron

RE: Alienware 17r3 Graphics Card 4gb not 8gb - UK

Hi,

just received mine today also ! only a 4GB too ?? said 8gb on the sale ?

have you heard anything else from Alienware regarding this ?

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

0 Kudos
Cotman
1 Nickel

RE: Alienware 17r3 Graphics Card 4gb not 8gb - UK

Me to, I ordered on the 30th Nov and it arrived on 16th Dec. Spoke to tech on Friday and he said lots of people were having the problem, then he sent me email this morning asking me to phone them!

When I phoned them, the lady said I could request a replacement but was likely to get another 4GB one. When I ordered it was a paid for option now their site lists 8GB by default for most systems.

They could have contacted us during the build to say they had a supply issue, but no, they just send the systems and keep quiet. This is FRAUD and breaks the sale of goods act, perhaps they were hoping we would not notice.

The lady today said basically they don't have a solution to the 8gb issue so I could either have a refund or keep it and have a little compensation! I asked why they were still advertising them and she said the techs were working on it! Thing is I have read that others have got the 8GB!

A few pounds compensation does not interest me when I have just spent almost £1800.

Am so tempted to contact Watchdog, trading standards & the computing press. Of course there is always legal action as well, especially for the fact that they did not disclose the lower specification to me.

Whats worse about this whole situation is that it is my sons xmas present and due to the cost his only xmas present.

0 Kudos
Harre
2 Iron

RE: Alienware 17r3 Graphics Card 4gb not 8gb - UK

Add another *** off customer to the list. I've used Dell laptops exclusively for 20 years, always praised the tech support which I think is outstanding but the total shambles still going on with this order is breaking up all confidence I have for the company.

I ordered my system on the 26th of November with a 4-6 working day delivery. This then changed to the 16th of December and despite complaining and being put on "priority" that date never changed as they chose the slowest delivery method possible from China.

Now, low and behold they've also specced it up wrongly and given me a card I didn't order.

Either they can sort it out or this machine goes back and I'll buy it off their outlet or Ebay at a cut down price.

0 Kudos
Cotman
1 Nickel

RE: Alienware 17r3 Graphics Card 4gb not 8gb - UK

From what I can see on various forums, the outlet store is going to be overflowing with Alienware laptops with 4gb vram!

0 Kudos
Harre
2 Iron

RE: Alienware 17r3 Graphics Card 4gb not 8gb - UK

Ooops, I stand corrected. After having read here about all the card problems I incorrectly assumed that the 4GB dedicated video memory stated in the Nvidia control panel meant I was one of the unlucky sods. However, after having checked it seems the dedicated video memory and the actual memory on the card are not the same. *blush*

0 Kudos
nathgparrett
1 Copper

RE: Alienware 17r3 Graphics Card 4gb not 8gb - UK

Hi,

Hate to tell you this but it should be 8gb dedicated memory!

0 Kudos
Harre
2 Iron

RE: Alienware 17r3 Graphics Card 4gb not 8gb - UK

Looking at the device manager it says it's the 8GB card. I'm not an expert and have tried to Google to find out why the *** an 8GB card only configures 4GB of dedicated video memory (added a post in this forum too).

I tweeted the DellCare guys and their response when I sent a screen shot of the Nvidia control panel was that it was the correct card as the "Shared system memory" was 8GB. When I asked why the dedicated video memory was only 4GB tey told me to reach out to AlienWareTech for assistance...

0 Kudos
AW15_Owner
1 Nickel

RE: Alienware 17r3 Graphics Card 4gb not 8gb - UK

Harre,

I have the exact same thing on my machine and can confirm you have the 4GB card.  8GB should be the dedicated, NOT shared.  The 8GB cards will show both 8GB dedicated and 8GB shared for a total of 16GB (although, really you want the 8GB dedicated as that's the fastest memory).

Call for an exchange.  Or keep it and at least get some money back for their mistake.

Harre
2 Iron

RE: Alienware 17r3 Graphics Card 4gb not 8gb - UK

Thanks. I downloaded GPU-Z and it confirmed it's the 4GB card. I cannot believe that they tried to fob me off with a complete lie saying:

"Thank you for the screen shot as per the order details we see the right configuration sent out GTX 980M with 8GB GDDR5 and as per the screen shot we see that the shared memory is 8141 MB. Which is the right card sent out to you"

I've asked for a bloody good explanation because this is bordering on fraud now.

0 Kudos