I am a Korean user of Alienware Aurora R12.

Due to NVMe failure, the case was opened automatically and proceeded as follows.

Samsung PM9A1 1TB → SK Hynix PC711 1TB

Even with a simple datasheet, the I/O performance dropped by half, showing significantly lower performance than the performance at the time of purchase.

Dell technical support says this is normal. (Same model cannot be exchanged.)

At the time of replacement, I received a confirmation from the field engineer that they would supply it with the same model and replace it again, but now that it cannot be replaced, it is ridiculous and I feel like I have been scammed.

Is this the normal technical support procedure?