m15, M.2 heat shield order

Contact Alienware support. I believe the part number is JV98R.

https://www.reddit.com/r/Alienware/comments/8i1t6c/does_the_17_r4_have_a_heat_spreader_for_the_m2_ssd/

Also

https://www.parts-people.com/index.php?action=item&id=23835

Hi, I replied to your post but it got deleted it looks like for some reason. I've contacted Alienware Support and was given the run around. Do you know if there is anyone specifically I can contact or an address I can send an email to?

The part number you provided does not appear to be correct. That is for a different Alienware model and the part physically looks different too in the Alienware manual.

Hi @Cakedonut,

Send me a private message with the Service Tag so I can review your case. 

Cakedonut,
Hopefully when Alienware-Eimy gets your service tag number via private message, she can shed some light on this.

I just checked your Forum account. I see no record of any of your post being deleted or removed.

The Alienware m15/m17 parts pages do not mention a heatsink or thermal shield for SSD. They only show =
R46DX SSD thermal pad
28J9W SSD bracket

JOcean,
Part number JV98R (heatsink for SSD) is for the following PC =
Alienware 15 R3/R4, 17 R4/R5
Inspiron 7577/G5 15-5587/G7 15-7588

Hi Chris, thanks for checking that. Can you please look at the manual I linked for the Alienware m15 again (https://topics-cdn.dell.com/pdf/alienware-m15-laptop_service-manual_en-us.pdf). This is probably why I'm having a hard time getting this ordered. You said that there are not parts for a heat shield (called a "thermal shield"), but in the manual on page 46 it says one exists and to contact Dell Support to order it.

I still have gotten no where with this. I've been extremely patient with trying to get this heat shield ordered, even before I came onto the forums, but I'm beginning to get frustrated. I'm still within my 30-day return window and am starting to reconsider my purchase. If this experience is any indication of what I can expect from Dell Support in the future, I'm not sure it's something I want to deal with.

Thank you @Alienware-Eimy. I will contact sales and try to order it.

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@Cakedonut wrote:

I bought a new Alienware m15. When I purchased the unit, I only got a 256GB M.2 drive and added my own 1TB M.2 drive after I received the unit. Everything works great, no issues there. I was reading through the manual (https://topics-cdn.dell.com/pdf/alienware-m15-laptop_service-manual_en-us.pdf) to make sure I didn't miss any steps while I was doing the hard drive install and noticed that there is a heat shield that goes over the M.2 slots. Per the manual, this heat shield only comes with units that come installed with the Intel Optane M.2 or a 512GB M.2 or larger but it says that you can contact Dell Support to get the heat shield if your unit did not come with that.

And there is my problem. Every person I've spoken to at Dell Support has no idea what I'm talking about. My ticket has been escalated, I've been told to contact sales. Every person I've spoken with so far cannot help me or does not know how to help me. Can anyone here help me or recommend a next step of action?

For reference, the heat shield I'm referring to is on page 46 of the manual I linked above. Here is snippet from that page: link. And here is a picture of the heat shield: link.

Thank you.

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my 15 R3 didn't come with this, Dell Support tech sent me it through warranty replacement part. You can try emailing Marcos. Dell_AW_NAE1@dell.com My 15 R3 came with a 128GB SSD. He's been able to rectify any issues I've had thus far with my Alienware 15 R3 from a faulty AC Cable, to that part missing.

Let us know what happens.  I called Dell after I placed  my order and they connected me to Tech Support.  They ensured me that my laptop would have the shield installed even if I didn't have the 2280 M.2 SSD installed.  My laptop arrived, no shield installed.

I've had an email back from the company in the UK that's apparently responsible for Dell Parts and Spares, and they've said they're unable to order the heat shield.

There's got to be a gap in process somewhere, and customers are getting stuck in the middle of all this. 

Is there any way the mods can provide clarification on how these parts can be obtained?

@DougalAW

We (as techsupport) can help as far as getting the part numbers (which I did), but in regards to where to find the part, if Sales doesn't have the information it will mean that they don't sell it as an spare part. 

SO how do we get the part if it's OOS? Your tech support says they have them but can't ship them out if the laptop was not ordered with a 1TB SSD.

Been on the phone with sales, tech, out of warranty dept for the last three day only to find out it's OOS in the sales dept.

Hi, 

Unfortunately, if the Sales team already confirmed that they cannot sell them, we recommend that you try to search for the part on third party online stores.