Another two phone calls down and still no further forward.  I've also had a few PM's from the mods who have tried to help me.  I'm losing patience and faith in Dell on this one so I've put feelers out to everywhere I can think of, some have been more helpful than others.  It's becoming clear I'm not the only one with this issue.

One of those two phone calls was to parts and upgrades, which is a premium number.  I guess it didn't click the last time I called, but I found out this isn't even a Dell company.  Why is Dell recommending me to a third party on a new machine?   

The second call was to the Customer care team at Dell.  I discussed the issue with them, and they even said it's a sales issue.  So of course I told them Sales don't want to deal with it, Parts and Upgrades (not Dell) don't want to deal with it.  I'm getting nothing out of Technical as well.  They said they will look into it, but I'm not holding out much hope.

This effort seems to move me to another department, each as unwilling to help as the other.  None are allowing me to escalate the issue upwards.

Hi @InfiniteSD  many customers/users will be horrified that Dell Product Support are trying to refuse, to allow you to request creation of a fault ticket, and to escalate this problem to a Dell tier that has authority to resolve this Dell problem. 

During 2020, Dell Executives removed the online form "Report an Unresolved Problem", and it is implicit that Dell Product Support cannot refuse to raise a fault ticket. @younglv, et al, should not be expected to invest 1000's of hours and be referred to premium telephone numbers. Customer/users will walk away and Dell will lose more of its market share to other OEM providers. This is a Dell quality control farce. 

Hi,

I have an Alienware M15 R5 Ryzen edition ordered and from looking online it unfortunately seems to be common that the M.2 mounting hardware for a second SSD is 'missing' from the build.

I found a youtube reviewer that has commented on this mounting hardware not being included:

https://www.youtube.com/watch?v=DbkWIOLL-io

In the comments to this video, someone appears to have found out the part number for the M.2 slot mounting bracket from an Amazon seller - PXNWV.

Hopefully this will be the same part number so we can contact Dell/Alienware support to get the missing parts sent.

I'm going to wait until I receive my M15 Ryzen Edition before contacting support, but hopefully the above info will be helpful in Dell supplying the parts.

I have bought the new m15 r5, I haven't received the parcel yet and I'm already regretful, it's my first alienware laptop, I know that it is a very good machine but looks like the customer support is a shame. I'm following up the mash IT on YouTube and one user in the comments suggested the deal4go PNXWV, but wasn't delivered yet, so we're not sure if will fix the issue of the missing ssd mounting. I have ordered one as well even without the laptop delivered as the first thing I'm going to do is upgrade the storage. I have bought a laptop ssd heatsink on amazon uk as well, I don't want to wait this terrible customer service provided by dell. Let's see if when the parts and the laptop arrives will fit. The ETA is beginning of June as I'm based in UK and takes forever to get the hands on a new dell laptop over here... Once I have upgraded the SSD I'll put the links in here as everybody will face this very same issue with the SSD upgrade. Hopefully the parts will fit, let you know.. 

The internal SPMD (spare parts master database) doesn't have any data yet for the m15 R5.

PXNWV = Assembly bracket for M.2 SSD 1. But none of the Alienware Laptops are in the list.

I hope everything goes ok with it.  That Bracket Chris mentions doesn't look the same though.

Just wanted to add, that there are some good support people within Dell, they're just not the people you speak with first, or sometimes at all.

Thanks to everyone helping on this post.  Once the M15 R6 are released it will be the same issue.  They share the new chassis.

Chris, when the database gets updated would it be possible for you to post the Dell Parts numbers for the M.2 SSD Mount, Heatshield for a 2280 SSD along with the screws?

I can image Dell/Alienware support getting contacted a lot from new M15 R5 owners that want to install another SSD in their laptops.

Many thanks all for your help.

Hello @crimsom, thanks for the clarification, yes, it's not the same for sure but basically what this mounting does is hold the SSD down, nothing else, this one can slide like the original one under the holder. I was thinking on a way to do it myself, but I have no tools in here, so, let's see if I can make it work. This is a very small thing but this kind of thing push the customers away, if they provide a second SSD slot they should provide the necessary pieces to be able to use it principally if it's so cheap, I have paid £2000 for the laptop, so the minimum that I expect is to be able to upgrade the my storage straight away... Anyway, let see how the things goes with that... I think along June that the people start receiving the laptop will come up a solution/workaround 

Hi @Lmarques1979  there is a similar thread for "Insiprion 15 5505 Second M.2 standoff and screw missing" and NicolasN provided image of Dell P/N PXNWV.  This is not the same as the image used within the Alienware m15 Ryzen Edition R5 Service Manual SSD2 M.2 Screw Mount. There is a Dell quality control issue to be resolved!

Hi @Lmarques1979  this is the image from within Inspiron 5505 Service Manual, Installing the solid-state drive mounting bracket on M.2 slot one [Here]. It is a visual representation and not a real image. However, we will wait to see how much modification you will have to undertake to get a second M.2 card to install correctly. 

It is not reasonable for Dell to expect their Customers/Users to invest their time to bodge/modify a fix, for the user to add another M.2 card as part of a normal SSD upgrade. 

Inspiron 5505 Service Manual SSD1 Mounting Bracket, Dell P/N PXNWVPlease note that the Inspiron Mounting Bracket tray is different to the Alienware Screw Mount tray. Captivation of the insertable part is also different. 

The SSD2 mounting arrangement has to ensure that the M.2 card plugs into the PCIe socket and maintain good electrical connectivity for all shake, rattle, roll laptop, etc. environments. The screw mounting has to be in the correct position so that the M.2 card is correctly positionally captivated for all temperature environments, etc. So the mounting arrangement does more than just holds down the card. 

Alienware m15 Ryzen Edition R5 Service Manual SSD2 M.2 Screw Mount

Hi @Lmarques1979  the extra parts you ordered are not suitable, try requesting return for refund. If they have not shipped, try to cancel order. Hopefully you will not lose money. UK consumer protection is far more robust than US consumer protection. This observation also applies to your Dell Laptop purchase. 

Oh man, yes, totally agree with you 100%, the customer shouldn't be spend money buying a piece of kit to be able to use the extra slot. It's a shame as it's is a gaming laptop, so, let's say 90% will try to upgrade the store... Looks like I spent some money for nothing, it's a shame... I really appreciate your reply man, we need to share as much information as possible to be able to upgrade this laptop... Cheers mate 

I'm holding off on buying an M.2 till I'm sure I can put it in.  Can't help but feel they are releasing these new laptops too quick. 

Imagine the backlash if Ford released a car with only front seat belts, then tried to charge extra for the rear seat belts, only to not be able to supply them to those who required it. 

Even worse Dell can't find out the part number even though somebody at Dell managed to get one to photograph, and managed to design the laptop.

If interested, look at Linus Tech Tips Secret Shopper..