HellsDisciples
3 Argentium

Re: m15, M.2 heat shield order

Jump to solution

@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.


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.

0 Kudos
Ice_in_Fla
1 Copper

Re: Alienware m15 M.2 heat shield order

Jump to solution

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.

0 Kudos
DougalAW
2 Bronze

Re: Alienware m15 M.2 heat shield order

Jump to solution

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?

0 Kudos
Moderator
Moderator

Re: Alienware m15 M.2 heat shield order

Jump to solution

@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. 

 


Alienware Arena

Alienware-Eimy
Dell | Alienware Technical Support
#IWork4Dell
Opening your case does not void your warranty! Check out Alienware Artificial Intelligence
I can't always reply to PM's, if you need extra assistance visit: YouTube Logo Facebook Logo Twitter Logo

0 Kudos
AyeKayy
1 Copper

Re: Alienware m15 M.2 heat shield order

Jump to solution

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.

0 Kudos

Re: Alienware m15 M.2 heat shield order

Jump to solution

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. 


Alienware Arena

Alienware-Rodrigo
Dell | Alienware Technical Support
#IWork4Dell
Opening your case does not void your warranty! Check out Alienware Artificial Intelligence
I can't always reply to PM's, if you need extra assistance visit: YouTube Logo Facebook Logo Twitter Logo

0 Kudos
Muppets80
1 Copper

Re: Alienware m15 M.2 heat shield order

Jump to solution

I have asked Dell SMB sales for the part but they have said the SKU doesn’t appear in the system. Is there another code or information I can provide to order the heat sink?

0 Kudos
Muppets80
1 Copper

Re: Alienware m15 M.2 heat shield order

Jump to solution

I don’t understand how this is solved when Dell parts and sales support still can’t find the component on the system. I have been told I need to provide my service tag (which I won’t have until the laptop arrives) when the service tag will provide absolutely no new information to the sales person.

I would happily purchase outside Dell but the only reseller I have found doesn’t ship to Australia.

0 Kudos
Highlighted
Srkrono
1 Copper

Re: Alienware m15 M.2 heat shield order

Jump to solution

I need the 2 slot version, how do we order it?

0 Kudos