Ended up just returning the 2070 "upgrade kit" today. I spoke with the rep that sold me that. He said, "I checked with the back end team and they said your power adapter you currently have and 2060 heat shield/radiator will work fine."
I responded, "why would I pay full price $1,126.28 to pay for the GPU, some thermal paste, and some screws that I ALREADY HAVE.
He said he understood AND, that he had checked to see how much the thermal shield was, and could sell it to me for $119.99.
I asked him for the part number, because I already knew the part number of my current heat shield that came with my 2060.
The part number he replied was WJYP4.
You can make a guess, but that is the EXACT part number for the heat shield that comes with the 2060. It has 2 heat pipes running across the GPU and 2 running across the CPU.
The 2070 and 2080 have a heat shield with 4 pipes running across the GPU/CPU each. Those part numbers are FY4CJ and XGRH0.
I thanked him for his time, and immediately contacted Dell Returns department, got a label sent to me and sent the 2070 "KIT" back.
I then got a quote order for a 2070 and the XGRH0 for $666.79. The 2070 is a return, but I'll take my chances within the 30 days and stress test it.
heatshield/radiator with 8 total heat pipes: ASSY,HTSNK,GPU,UPL,SVC,G3,51M $154.99
I think I'm getting the hang of this horrible order system, and hopefully after having close to $2K floating, I'll get my money back on the first two purchases and finally get what I want after having to essentially research and find the part numbers on my own.
I spent hours on the phone today and talked with at least 7 people. That's not hyperbole. I eventually got to a person that seemed to understand, and then transferred me to Technical support who said I needed to speak with a manager, and that person just hung up on me.
I'm giving it a day, maybe two, and then I'm going to just return the thing. I'm also going to make a video about this as I have the box here with me along with what came in it.
No one in sales can seem to tell me what parts should come with the order. One person literally said, "the order is encrypted so I can't read what is in it".
How does Dell sales team function?
Alienware's twitter official and technical would offer zero support. I was finally able to get the main twitter account to say: "Thank you for letting us know about the experience you've had so far, I will pass it along to the proper team. I am not a member of the support team, so I am unable to look into specific orders. The upgrade should have included a thermal kit and a more powerful charger. Since it did not, please reach out to our support team @AlienwareTech via DM with your order number or service tag, or email the rep you spoke with previously."
How can so many people not be able to confirm what comes with the upgrade kit?
One other thing, I noticed the address From label said "Dell Returns". I'm paying for a new piece of equipment, not a returned item!
@janzer Sorry to hear this. I remember a similar experience several years ago trying to order some part or other. I can't even remember what it was anymore. If you can, try to track down the Dell part number (5 alphanumeric characters) or manufacturer part number (7 alphanumeric characters) so you can give that to a sales rep. If you look at any Dell product you can find on the online store, you'll see what I'm referring to. That's what finally allowed me to get what I was supposed to get, but it did take quite a while to find the part number for whatever that component was and then verify that it was in fact the part number for the actual component I wanted.
The problem is, it only shows the GPU. But I know the Upgrade Kit is more than just the GPU. I can't find the Thermal Kit that should go with this. I'm not sure why I should know this, as it's Dell's product!
It'll just eventually get returned if they can't supply everything that comes with the Upgrade Kit. I've seen some online, and it isn't just the GPU that is sent.
janzer
1 Rookie
•
10 Posts
0
October 29th, 2020 21:00
Ended up just returning the 2070 "upgrade kit" today. I spoke with the rep that sold me that. He said, "I checked with the back end team and they said your power adapter you currently have and 2060 heat shield/radiator will work fine."
I responded, "why would I pay full price $1,126.28 to pay for the GPU, some thermal paste, and some screws that I ALREADY HAVE.
He said he understood AND, that he had checked to see how much the thermal shield was, and could sell it to me for $119.99.
I asked him for the part number, because I already knew the part number of my current heat shield that came with my 2060.
The part number he replied was WJYP4.
You can make a guess, but that is the EXACT part number for the heat shield that comes with the 2060. It has 2 heat pipes running across the GPU and 2 running across the CPU.
The 2070 and 2080 have a heat shield with 4 pipes running across the GPU/CPU each. Those part numbers are FY4CJ and XGRH0.
I thanked him for his time, and immediately contacted Dell Returns department, got a label sent to me and sent the 2070 "KIT" back.
I then got a quote order for a 2070 and the XGRH0 for $666.79. The 2070 is a return, but I'll take my chances within the 30 days and stress test it.
Those parts are:
rtx 2070 gpu: CRD,GRPHC,NV,G2,DGFF,N,AW51M $448.00
heatshield/radiator with 8 total heat pipes: ASSY,HTSNK,GPU,UPL,SVC,G3,51M $154.99
I think I'm getting the hang of this horrible order system, and hopefully after having close to $2K floating, I'll get my money back on the first two purchases and finally get what I want after having to essentially research and find the part numbers on my own.
mattyb3
5 Practitioner
•
1.7K Posts
0
October 27th, 2020 15:00
You can almost forgive the first error but for them to do it a second time is pretty incompetent.
janzer
1 Rookie
•
10 Posts
0
October 27th, 2020 18:00
I spent hours on the phone today and talked with at least 7 people. That's not hyperbole. I eventually got to a person that seemed to understand, and then transferred me to Technical support who said I needed to speak with a manager, and that person just hung up on me.
I'm giving it a day, maybe two, and then I'm going to just return the thing. I'm also going to make a video about this as I have the box here with me along with what came in it.
No one in sales can seem to tell me what parts should come with the order. One person literally said, "the order is encrypted so I can't read what is in it".
How does Dell sales team function?
Alienware's twitter official and technical would offer zero support. I was finally able to get the main twitter account to say: "Thank you for letting us know about the experience you've had so far, I will pass it along to the proper team. I am not a member of the support team, so I am unable to look into specific orders. The upgrade should have included a thermal kit and a more powerful charger. Since it did not, please reach out to our support team @AlienwareTech via DM with your order number or service tag, or email the rep you spoke with previously."
How can so many people not be able to confirm what comes with the upgrade kit?
One other thing, I noticed the address From label said "Dell Returns". I'm paying for a new piece of equipment, not a returned item!
jphughan
9 Legend
•
14K Posts
0
October 27th, 2020 22:00
@janzer Sorry to hear this. I remember a similar experience several years ago trying to order some part or other. I can't even remember what it was anymore. If you can, try to track down the Dell part number (5 alphanumeric characters) or manufacturer part number (7 alphanumeric characters) so you can give that to a sales rep. If you look at any Dell product you can find on the online store, you'll see what I'm referring to. That's what finally allowed me to get what I was supposed to get, but it did take quite a while to find the part number for whatever that component was and then verify that it was in fact the part number for the actual component I wanted.
janzer
1 Rookie
•
10 Posts
0
October 27th, 2020 22:00
This is it https://www.dell.com/en-us/work/shop/alienware-area-51m-nvidia-geforce-rtx-2070-upgrade-kit/apd/490-bfdk/graphic-video-cards
The problem is, it only shows the GPU. But I know the Upgrade Kit is more than just the GPU. I can't find the Thermal Kit that should go with this. I'm not sure why I should know this, as it's Dell's product!
It'll just eventually get returned if they can't supply everything that comes with the Upgrade Kit. I've seen some online, and it isn't just the GPU that is sent.