As an update, I've had a further response from Dell support - the support representative advised they have received approval to send the parts to me for free.
I had asked for the M.2 drive mount and screws (this was my main concern), but also queried if the heatshield for a 2280 drive could be supplied as well.
Let me know if you would like me to post an update when I receive the parts.
I would recommend that if you have an M15 R5 on order to raise a Service Request with Dell to ask for the parts - it appears to be something they are willing to supply if you contact them.
Again, Many thanks to everyone for their time, help and advice over the past few days.
I cannot give you anything definitive other than what I see in the tools. I do not make Dell policy, I just follow it. I can give you personal opinions. Perhaps you can find on the web 3rd party equivalents based on the pictures provided? Go through support to generate a unique case, escalate to management?
Just an update.....No sign of life at Dell with my service ticket now 7 days old. I've sent two requests since Friday for an update with no response received.
I actually can't believe I am dealing with a reputable company here. It certainly doesn't feel like it. My boss needs a high end system to run CAD as well...Guess who I'm not recommending to them?
@InfiniteSD, I totally agree with you, it reminds me apple with proprietary stuff that forces you to buy from them. I have received the reply 2 days ago that the bracket/screw was approved to be sent, but now is showing "We’re sorry, one or more parts are delayed. Check back here for updates.". My notebook is on it's way, probably will be delivered next week and I'll not be able to upgrade the storage. For now I bought a high temperature tape that is used on boards, battery to be able to hold the SSD in place. If I knew that before I would buy another one even if I have to pay a bit more. For me the customer service after sale is extremely important, normally I prefer to pay more and don't have issues to sort the things out when needed... Hopefully they'll come back to you soon with a solution, it's frustrating.. One guy in the YouTube bought the mounting front amazon (Deal4GO M.2 SSD Hard Drive Metal Mounting Bracket Cover for Dell Inspiron 5401 5405 5408 5501 5505 5508 Vostro 5401 5402 5501 5502 7500 PXNWV https://www.amazon.co.uk/dp/B08LT8R63T/ref=cm_sw_r_sm_apa_glt_fabc_20G34RXMSPMBWFCHMZNV) and said even not being the right one he managed to use, it's slightly bigger than the original one and he needed to cut a small piece with a cutting plier, it's not the same but did the job...
@Lmarques1979 I've heard of people using other means to secure the drive, but I can't bring myself to do it. I would hate for Dell to use it as an excuse not to cover the repair if a fault occurred (regardless if it was the cause or not). To be fair I am one of those people who use ESD anywhere near a computers internals, so just the thought of a short sends chills up my spine.
I still feel this issue with the bracket is motivated by greed. I am a purchaser at work and we buy in metal inserts all the time. The most expensive one we have is 11 pence each. Why couldn't Dell include such a low value part? From what I've seen Dell and some third party clips have put prices around £15 and up for one of these type of clips. It's daylight robbery! The support seems to be so fragmented as well. Nobody wants to take blame, nobody wants to fix it. They hope they ignore it and people get tired and move on. I just can't let it go...I'm letting the clock tick until I get close to the end of the return window and if they fail to fix the issue I'll return and buy another brand.
They seem to forget that some people need to save a long time to own what they consider a premium product. With everything going on in the world right now some people are still trying to afford the basics let alone an Alienware which is very much a luxury purchase.
If they can't get the support right on an Alienware, I'd hate to see what the normal PC buyer gets.
Dell CS stated the only way they would sent me the mounting hardware is after I bought a dell M.2. I escalated the case but that was days ago. I am just going to return my $2k Alienware because they won’t send me $1.00 worth of required parts to properly install a second SSD. They also stated this forum/thread is not a good source of information. Lol.
That's an interesting stance they have, but I feel it's just a ruse. No doubt if you did buy an M.2 you'd have just as much hassle getting the part, and you would have parted with more of your cash.
An even bigger kick in the teeth if they discreetly start putting this in the M15 R6 without telling anyone and still leave the R5 adopters without one.
As for these forums...I find here, the Alienware Reddit (unofficial), and the discord channel the best place for information. I certainly get more from these places than I do from Dell direct.
@InfiniteSD, Yes, I agree 100% with you. If they prefer to lose a customer because of a SSD mounting bracket it means that they don't deserve to be a successful company. I'm done with dell as well. I'm thinking seriously on returning the laptop, looks like they're doing me a favour. As you Said, the world is facing a big problem right now, the people and companies struggling to survive, the economy is in a very tough situation around the world and they're acting like idiots.. I'm still concerned about not getting the mounting brackets. It's stressful you know, something expensive that the most of us will use to have some fun during this tough year and they're creating complications. Anyway, let's try to keep the hope and see how things goes...
Such a crazy situation. The irony is that there is no configuration option for ordering a second ssd with the R5, meaning every owner will have this problem.
Has anyone spoken on the phone with support, say they want to escalate the issue and demand that they speak to supervisor, and then progressively asking for supervisor? I have had to do this with a few companies and I start out speaking with an support person in an outsourced call center in the Philippines or India, then eventually speak with someone from Texas who has some direct responsibility and authority. The call center folks just have a script they follow and if it's not on there they log a ticket and move on.
I'm cutting Dell a little bit of slack in that I am convinced this snafu is not intentional but a disconnect. It's just a matter of getting it escalated to the right product support person who has the authority to put a policy in place for the call centers to follow.
@younglv I phoned today since none of Tech Support seemed interested in responding to my recent mails. Oddly enough I got through to a European which I find rare living in the UK. Normally like you I don't get anyone in the UK or the US. Not sure where they are based but there's sometimes a language barrier to overcome. This is ok at the best of times, trying at the worst. As an American sometimes it's hard enough to understand some of the British accents!
So I was pleased with the last support call. Upset that I am having to push this forward, but happy in how support worked with me. I was told I'd get an email which I didn't so a bit of a step back, but I finished today happier about the situation. I just hope this last support agent fixes this issue.
They told me that they need somebody to authorize the sale of these parts. There is no value on the system hance they are still listed as "No Sale". They said the cost would atleast be £12 as this is the transport cost. At this point I'm happy to pay that charge as they can quantify it.
So where am I at? My laptop is still sealed in the box it was shipped in. This experience has spoiled the laptop for me. What was an exciting purchase not just because it's my first AMD since about 1998, but it's also my first Alienware laptop. When I bought my Alienware desktop support helped me with a delivery issue fairly quickly. Answers came fast and I felt they had my interest at heart. This experience is the total opposite.
My wife obviously doesn't understand and wants me to open it to make sure no others issues are present. I know she's right, but don't tell her that! I might look at it this weekend.
Again though I hope as most do, that Dell do the right thing, but as I need a second hard drive if it's not sorted by the end of the return window I will return this and get another brand.
Glad to hear that at least the things are being sorted. I'm pretty sure that when my one gets in here I'll open the box straight away, the laptop looks amazing apart of this ssd stress test . About the temperature, I read that there is a new bios version that sort this out, I see some people returning the laptop because it was too hot and after the bios update the temperature decreased from 100°C to 50°C, it's crazy, I've never seen that before, but the first thing I'm going to do is download the latest bios and install...
Thanks everyone that steeped in and gave an advice... Hopefully in a near future we'll be laughing about this ssd mounting bracket situation
I hear you with regards to the opening box. I hesitated but then opened it so I could check inside and verify no screw mounts or thermal shield.
However, turning it on and setting it up seduced me a little in that I found it to be a beautiful design with an awesome screen. Bottom gets hot enough to fry an egg on, but it felt like a laptop I could live with for a number of years (my last was the R3 oled). for me it had a razer-like good quality feel. Even though mine is now enroute to return location, I haven't given up on alienware and am excited about the June 1 announcements.
Anyway, I'd second your wife's suggestion to open it up, turn it on and play with it a bit.
The 14 May 2021, BIOS version 1.0.8 update's Enhancements says "Modified the Onboard Diagnostics overtemperature threshold from 100°C to 105°C on systems with AMD chipset."
This high temperature will accelerate battery chemistry and reduce life. The other components on the motherboard will also be adversely affected. The whole system will age much more quickly. Its already running too hot.
Where is this statement that after BIOS update, the temperature decreased from 100°C to 50°C? Is this a typographical error or a real temperature reduction. What is the version of this BIOS update that is being claimed to make such a dramatic reduction in temperature?
Actually I read this comment on YouTube on the m15 r5 review. He said that returned the laptop because was running extremely hot. Just went there, the guy who returned the laptop said the temperature was reaching 97°C, and another guy replied saying that when he have updated the bios the temp went down drastically to the 50s. That's a lot of difference, but I'm not sure if the returned one was a faulty one, no idea. The YouTube channel is Mash IT, the video is "Dell, we have to talk...".
Reanimation2k
25 Posts
2
May 26th, 2021 06:00
Hi Everyone,
As an update, I've had a further response from Dell support - the support representative advised they have received approval to send the parts to me for free.
I had asked for the M.2 drive mount and screws (this was my main concern), but also queried if the heatshield for a 2280 drive could be supplied as well.
Let me know if you would like me to post an update when I receive the parts.
I would recommend that if you have an M15 R5 on order to raise a Service Request with Dell to ask for the parts - it appears to be something they are willing to supply if you contact them.
Again, Many thanks to everyone for their time, help and advice over the past few days.
DELL-Chris M
Community Manager
•
56.9K Posts
1
May 26th, 2021 06:00
I cannot give you anything definitive other than what I see in the tools. I do not make Dell policy, I just follow it. I can give you personal opinions.
Perhaps you can find on the web 3rd party equivalents based on the pictures provided?
Go through support to generate a unique case, escalate to management?
InfiniteSD
1 Rookie
•
43 Posts
0
May 26th, 2021 06:00
@Reanimation2k Good to hear. I've had a service request open for the last 6 days. Tech support have ignored me for the last 4 of those.
Please let us know once you get everything done and dusted.
InfiniteSD
1 Rookie
•
43 Posts
1
May 27th, 2021 01:00
Just an update.....No sign of life at Dell with my service ticket now 7 days old. I've sent two requests since Friday for an update with no response received.
I actually can't believe I am dealing with a reputable company here. It certainly doesn't feel like it. My boss needs a high end system to run CAD as well...Guess who I'm not recommending to them?
Lmarques1979
19 Posts
1
May 27th, 2021 03:00
@InfiniteSD, I totally agree with you, it reminds me apple with proprietary stuff that forces you to buy from them. I have received the reply 2 days ago that the bracket/screw was approved to be sent, but now is showing "We’re sorry, one or more parts are delayed. Check back here for updates.". My notebook is on it's way, probably will be delivered next week and I'll not be able to upgrade the storage. For now I bought a high temperature tape that is used on boards, battery to be able to hold the SSD in place. If I knew that before I would buy another one even if I have to pay a bit more. For me the customer service after sale is extremely important, normally I prefer to pay more and don't have issues to sort the things out when needed... Hopefully they'll come back to you soon with a solution, it's frustrating.. One guy in the YouTube bought the mounting front amazon (Deal4GO M.2 SSD Hard Drive Metal Mounting Bracket Cover for Dell Inspiron 5401 5405 5408 5501 5505 5508 Vostro 5401 5402 5501 5502 7500 PXNWV https://www.amazon.co.uk/dp/B08LT8R63T/ref=cm_sw_r_sm_apa_glt_fabc_20G34RXMSPMBWFCHMZNV) and said even not being the right one he managed to use, it's slightly bigger than the original one and he needed to cut a small piece with a cutting plier, it's not the same but did the job...
InfiniteSD
1 Rookie
•
43 Posts
1
May 27th, 2021 05:00
@Lmarques1979 I've heard of people using other means to secure the drive, but I can't bring myself to do it. I would hate for Dell to use it as an excuse not to cover the repair if a fault occurred (regardless if it was the cause or not). To be fair I am one of those people who use ESD anywhere near a computers internals, so just the thought of a short sends chills up my spine.
I still feel this issue with the bracket is motivated by greed. I am a purchaser at work and we buy in metal inserts all the time. The most expensive one we have is 11 pence each. Why couldn't Dell include such a low value part? From what I've seen Dell and some third party clips have put prices around £15 and up for one of these type of clips. It's daylight robbery! The support seems to be so fragmented as well. Nobody wants to take blame, nobody wants to fix it. They hope they ignore it and people get tired and move on. I just can't let it go...I'm letting the clock tick until I get close to the end of the return window and if they fail to fix the issue I'll return and buy another brand.
They seem to forget that some people need to save a long time to own what they consider a premium product. With everything going on in the world right now some people are still trying to afford the basics let alone an Alienware which is very much a luxury purchase.
If they can't get the support right on an Alienware, I'd hate to see what the normal PC buyer gets.
mathisfunzy
1 Message
2
May 27th, 2021 06:00
Dell CS stated the only way they would sent me the mounting hardware is after I bought a dell M.2. I escalated the case but that was days ago. I am just going to return my $2k Alienware because they won’t send me $1.00 worth of required parts to properly install a second SSD. They also stated this forum/thread is not a good source of information. Lol.
InfiniteSD
1 Rookie
•
43 Posts
1
May 27th, 2021 07:00
That's an interesting stance they have, but I feel it's just a ruse. No doubt if you did buy an M.2 you'd have just as much hassle getting the part, and you would have parted with more of your cash.
An even bigger kick in the teeth if they discreetly start putting this in the M15 R6 without telling anyone and still leave the R5 adopters without one.
As for these forums...I find here, the Alienware Reddit (unofficial), and the discord channel the best place for information. I certainly get more from these places than I do from Dell direct.
Lmarques1979
19 Posts
2
May 27th, 2021 09:00
@InfiniteSD, Yes, I agree 100% with you. If they prefer to lose a customer because of a SSD mounting bracket it means that they don't deserve to be a successful company. I'm done with dell as well. I'm thinking seriously on returning the laptop, looks like they're doing me a favour. As you Said, the world is facing a big problem right now, the people and companies struggling to survive, the economy is in a very tough situation around the world and they're acting like idiots.. I'm still concerned about not getting the mounting brackets. It's stressful you know, something expensive that the most of us will use to have some fun during this tough year and they're creating complications. Anyway, let's try to keep the hope and see how things goes...
younglv
24 Posts
1
May 27th, 2021 10:00
Such a crazy situation. The irony is that there is no configuration option for ordering a second ssd with the R5, meaning every owner will have this problem.
Has anyone spoken on the phone with support, say they want to escalate the issue and demand that they speak to supervisor, and then progressively asking for supervisor? I have had to do this with a few companies and I start out speaking with an support person in an outsourced call center in the Philippines or India, then eventually speak with someone from Texas who has some direct responsibility and authority. The call center folks just have a script they follow and if it's not on there they log a ticket and move on.
I'm cutting Dell a little bit of slack in that I am convinced this snafu is not intentional but a disconnect. It's just a matter of getting it escalated to the right product support person who has the authority to put a policy in place for the call centers to follow.
InfiniteSD
1 Rookie
•
43 Posts
1
May 27th, 2021 11:00
@younglv I phoned today since none of Tech Support seemed interested in responding to my recent mails. Oddly enough I got through to a European which I find rare living in the UK. Normally like you I don't get anyone in the UK or the US. Not sure where they are based but there's sometimes a language barrier to overcome. This is ok at the best of times, trying at the worst. As an American sometimes it's hard enough to understand some of the British accents!
So I was pleased with the last support call. Upset that I am having to push this forward, but happy in how support worked with me. I was told I'd get an email which I didn't so a bit of a step back, but I finished today happier about the situation. I just hope this last support agent fixes this issue.
They told me that they need somebody to authorize the sale of these parts. There is no value on the system hance they are still listed as "No Sale". They said the cost would atleast be £12 as this is the transport cost. At this point I'm happy to pay that charge as they can quantify it.
So where am I at? My laptop is still sealed in the box it was shipped in. This experience has spoiled the laptop for me. What was an exciting purchase not just because it's my first AMD since about 1998, but it's also my first Alienware laptop. When I bought my Alienware desktop support helped me with a delivery issue fairly quickly. Answers came fast and I felt they had my interest at heart. This experience is the total opposite.
My wife obviously doesn't understand and wants me to open it to make sure no others issues are present. I know she's right, but don't tell her that! I might look at it this weekend.
Again though I hope as most do, that Dell do the right thing, but as I need a second hard drive if it's not sorted by the end of the return window I will return this and get another brand.
Lmarques1979
19 Posts
1
May 27th, 2021 12:00
Glad to hear that at least the things are being sorted. I'm pretty sure that when my one gets in here I'll open the box straight away, the laptop looks amazing apart of this ssd stress test . About the temperature, I read that there is a new bios version that sort this out, I see some people returning the laptop because it was too hot and after the bios update the temperature decreased from 100°C to 50°C, it's crazy, I've never seen that before, but the first thing I'm going to do is download the latest bios and install...
Thanks everyone that steeped in and gave an advice... Hopefully in a near future we'll be laughing about this ssd mounting bracket situation
younglv
24 Posts
2
May 27th, 2021 12:00
I hear you with regards to the opening box. I hesitated but then opened it so I could check inside and verify no screw mounts or thermal shield.
However, turning it on and setting it up seduced me a little in that I found it to be a beautiful design with an awesome screen. Bottom gets hot enough to fry an egg on, but it felt like a laptop I could live with for a number of years (my last was the R3 oled). for me it had a razer-like good quality feel. Even though mine is now enroute to return location, I haven't given up on alienware and am excited about the June 1 announcements.
Anyway, I'd second your wife's suggestion to open it up, turn it on and play with it a bit.
crimsom
7 Technologist
•
6.1K Posts
1
May 27th, 2021 14:00
Hi @Lmarques1979 thank you for sharing update.
The 14 May 2021, BIOS version 1.0.8 update's Enhancements says "Modified the Onboard Diagnostics overtemperature threshold from 100°C to 105°C on systems with AMD chipset."
This high temperature will accelerate battery chemistry and reduce life. The other components on the motherboard will also be adversely affected. The whole system will age much more quickly. Its already running too hot.
Where is this statement that after BIOS update, the temperature decreased from 100°C to 50°C? Is this a typographical error or a real temperature reduction. What is the version of this BIOS update that is being claimed to make such a dramatic reduction in temperature?
Lmarques1979
19 Posts
0
May 27th, 2021 19:00
@crimsom
Hello,
Actually I read this comment on YouTube on the m15 r5 review. He said that returned the laptop because was running extremely hot. Just went there, the guy who returned the laptop said the temperature was reaching 97°C, and another guy replied saying that when he have updated the bios the temp went down drastically to the 50s. That's a lot of difference, but I'm not sure if the returned one was a faulty one, no idea. The YouTube channel is Mash IT, the video is "Dell, we have to talk...".