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m15, M.2 heat shield order

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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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Re: Alienware m15 M.2 heat shield order

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Image

or 0910J is for 1 Slot Heatsink/Spreader R46DX is for 2 Slot Heatsink/Spreader

These are the part numbers we found.


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Alienware-Eimy
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5 Iridium

Re: Alienware m15 M.2 heat shield order

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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_ss...

Also

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




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Re: Alienware m15 M.2 heat shield order

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Thanks for the help JOcean. I've tried calling Alienware support at 1 (800) 254-3692 but that's where I'm getting the run around. The support people tell me to call sales and the sales people don't know what I'm talking about. I guess I could just keep trying and hopefully get someone that knows how to help me, but I'd like to avoid doing that as it's a huge pain. I was hoping to get a bit more direction here (i.e. call this number, send an email here, etc).

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2 Bronze

Re: Alienware m15 M.2 heat shield order

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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.

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Re: Alienware m15 M.2 heat shield order

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Hi @Cakedonut,

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


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Alienware-Eimy
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Re: Alienware m15 M.2 heat shield order

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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

 

 



 

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2 Bronze

Re: Alienware m15 M.2 heat shield order

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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.

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Re: Alienware m15 M.2 heat shield order

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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.

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Re: Alienware m15 M.2 heat shield order

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Image

or 0910J is for 1 Slot Heatsink/Spreader R46DX is for 2 Slot Heatsink/Spreader

These are the part numbers we found.


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Alienware-Eimy
Dell | Alienware Technical Support
#IWork4Dell
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I can't always reply to PM's, if you need extra assistance visit: YouTube Logo Facebook Logo Twitter Logo

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2 Bronze

Re: Alienware m15 M.2 heat shield order

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

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1 Copper

Re: Alienware m15 M.2 heat shield order

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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.

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2 Bronze

Re: Alienware m15 M.2 heat shield order

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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?

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Re: Alienware m15 M.2 heat shield order

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@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. 

 


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1 Copper

Re: Alienware m15 M.2 heat shield order

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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.

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Re: Alienware m15 M.2 heat shield order

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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. 


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Alienware-Rodrigo
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2 Bronze

Re: Alienware m15 M.2 heat shield order

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@Alienware - Rodrigo wrote:

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. 


No, that's ridiculous.  You need to escalate this to someone who can do something about it.  Who's your manager?

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Re: Alienware m15 M.2 heat shield order

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Just chat with spare parts team to order it in Dell USA

1 slot is Part# 0910J $9.99

Small Thermal pad for SSD 

2 slot is Part# R46DX  $9.99

Thermal Pad for SSD, (Big)

Both parts are for Alienware m15 and m17

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1 Copper

Re: Alienware m15 M.2 heat shield order

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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?

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Re: Alienware m15 M.2 heat shield order

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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.

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Re: Alienware m15 M.2 heat shield order

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

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Re: Alienware m15 M.2 heat shield order

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I too am looking for the bracket/heat shield to install a 2230 SSD in slot 3 of my M15 R3. It is shown in the “alienware-m15-r3-laptop_service-manual_en-us.pdf” on page 25 picture 1 and page 26 picture 2. It is refered to as ‘M.2 2230 thermal shield’ used on the left I/O board (M.2 card slot 3). I know that WJH5D is the bracket for installing a 2230 in the slot 1 & 2 2280 positions. GK8NK is the heat shield for a 2230 used with WJH5D and that RT4G1 is a 2280 heat shield for slot 1 & 2. But all the Dell support options keep pulling a blank on the bracket/heatshield for slot 3! Does anyone have one installed from new i.e. have a 2x 2TB and 1x 512Gb SSDs option from new? Is there a part number label on the bracket? I can't believe I have spent $4000 on a computer and can't get a $4 bracket so I can use one of its SSD slots!!!!!
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Re: m15, M.2 heat shield order

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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.


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.

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2 Bronze

Re: m15, M.2 heat shield order

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I pulled a lot of strings at DeLL. Usually I am successful. In this instance unless your computer was sold will M.2 SSDs or you buy directly from DeLL the M.2 SSD upgrade, you can't buy the heat shield from DeLL. I have found an EBay source for this kit... not cheap. 23 US dollars. The part looks correct for the thermal pad and shield for the two M.2 SSD slots.

 

https://www.ebay.com/itm/NEW-for-DELL-Alienware-M15-M17-M-2-2230-NVME-SATA-SSD-Bracket-M2-Shield-Cad...

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1 Copper

Re: m15, M.2 heat shield order

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Not really sure what the problem is here but I just called 18002893355 and asked for home spare parts.  Gave them part number 0R46DX head shield and requested extra screws.

 

16$ later and its on its way.

 

 

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