m15 R7, USB-C (DP 1.4) for VR not fully functioning

Hi @VI5H welcome to this free user-to-user Alienware laptop discussion forum. 

The FAQ Alienware Laptops (updated October 26, 2022) - Dell Community has the Which ports output dGPU? image whose list includes the Alienware m15 R7 with NVIDIA graphics. 

Hi @crimsom . Thank you for that information. I wish it was widely available at the time I was deciding to purchase the laptop . This sort of thing should be on every laptops specification page to allow buyers to make informed decisions. I think it's highly shady of manufacturers to leave out this information essentially duping customers into buying their product.

Hi @VI5H thank you for sharing your valid observation. 

In a user-to-user context it seems that you should visit your online Dell account to create a Service Request as a 'formal complaint' and request it be expediated to a senior Dell tier that is authorised to review and who might grant your remedy. Your opening post includes that the 'within the first 30 days Reject option' could have been used as your remedy because this VR limitation was not published by Dell. 

Hey @crimsom . Thanks for the advice. I'll look into submitting a formal complaint as you mentioned. I have serious doubts it will help but anything is worth a try.  I just noticed they edited my title and told me that I cannot tell other people in the forum to not buy something from them...lol. Well maybe you shouldn't sell products that don't function as they should and not mention it anywhere  ?

Hi @VI5H thank you for sharing update. Dell tries not to have unhappy customers. If you never explore the senior Dell complaints process, you will never know what they might decide. 

Yes, this free user-to-user community forum is provided by Dell and they have their Forum Code of Conduct that you signed up to having opened an account. 

I am having the same issues as you are, I am also trying to get a refund.... and I believe we should.... since, on the official sales page, it never mentions that the usb-c is not connected to the dgpu... please update us when you have something new

It is honestly... very very sad...it is a beautiful machine. I do love it....but some how.. it cant be used for what its supposed to do. I think the only solution is either get a refund or get a replacement from the x series. x15r2 and x17r2 confirmed will work. (x17r2 even has its own dp port)

Hi @silvereyed welcome to this free user-to-user Alienware laptop discussion forum. 

If Alienware m15 R7 purchased from Dell with Dell warranty, within the first 30 days you have option to Reject system that does not function as advertised. There should be no restocking, etc. penalty. Dell Refund policy, New vs Refurbished - Dell Community. A full refund is normally the best option. Wait for Dell to collect Alienware m15 R7 laptop. 

Hi @crimsom I literally said I want a refund more than 10 times already, I am with Hong Kong Dell Customer support, it is absolutely garbage. I have tried to contact them through chat, whatsapp, email, phone call. 

chat, they cant help me

whatsapp they cant help me and just denying the fact that machine is fine, I cannot get a refund.

email just sends me a useless reply every 2 days.

when I try to get in touch with my handler, she just pretends shes busy or in a meeting.

Pretty sure they are just dragging me out and then will say "oops your return date has passed, cant return now" Dell customer service Hong Kong really really disgusts me.

Hi @silvereyed thank you for sharing update and that your Hong Kong Dell handler has repeatedly refused to accept their obligations to escalate to the senior Dell tier that can authorise your remedy. 

Please visit your online Dell account to create a Service Request as a 'formal complaint' and request it be expediated to the appropriate senior Dell tier that is authorised to review and grant your remedy. 

If you have Premium Support Plus, it provides the additional Dell warranty support that should have provided an early robust response. Make sure to include all the dated evidence summary so that a reasonable review can be undertaken of your formal complaint. Request compensation for unexpectedly having to chase your Hong Kong Dell handler. 

Please click on @DELL-Cares to send Private Message to request assistance. 

Can someone help ”dummy down” for me this thread and that table on FAQ thread?

Purchased m15 r7 intel couple weeks ago. Having difficulties connecting Hp Reverb G2. Pretty sure is bad HP unit (lines all over one eye), and having it replaced. But in process of troubleshooting came across this thread. Has me worried I made bad laptop purchase choice and need to return before 30 days up.

I think I understand Nvidia Advanced Optimus is making decision on sourcing graphics from dGPU or the internal graphics card, so should switch to dGPU when intense gaming.  But do I understand first row of that FAQ “which ports output discrete graphics” table correctly that for m15 r7 that it can only make that operation on the HDMI 2.1 port?  And so the “NO” on “Thunderbolt 4” column means that e.g. VR headset attached to that port is constrained to internal graphics card?

Trying to understand if e.g. went with x15 r2 which has “YES” in “Displayport 3.2 Gen 2 Type-C…” column that I would see much better performance on e.g. attached VR headset.

Just seems so bizarre for this design for good/expensive gaming laptop that would have been designed at point when obvious that many would be wanting to attach VR headset to it. Hope I am missing something and don’t need to return. Many thanks for any help interpreting.

@Reiks 

If I were you I would immediately apply for a refund. Do not do what I did and let the 30 days refund expire. I was too slow to get to testing VR capability and I am left with an expensive useless laptop for my needs. 

Yes it was a very "bizarre" to say the least the choices Dell made with the igpu only controlled Type C Displayport, specially as the X series does work and so does the older M15 model.

As far as I am concerned this is not a future proof laptop because of this, its actually hobbled by this choice for even current uses and is a waste of money. There's better laptops out there to put your money towards. Dell should have been upfront about this but I'm sure they did this knowingly so that they could sucker enough people into buying it because I don't think many people would have chosen to buy the M15 r7 if this was clearly known.  The terrible battery life and annoying high pitched fan noise could be tolerable if they didn't bungle the Type C  port but those two also add to the negatives of this laptop.

I hate being in this club! What is the point of a gaming laptop with a beefy GPU that can't be used with beefy hardware! Alienware really messed this one up. I'm sending mine back.