UNSOLVED
m15 R7, USB-C (DP 1.4) for VR not fully functioning
Due to lack of information and misinformation on Dells site around this I decided to post this. I've unfortunately got a $3000 lemon of a laptop because Dell in their wisdom decided to only have one USB-C port on the m15 R7 which is unable to operate to its full specification.
I bought the laptop specifically for VR use and development and I am unable to connect it with my Valve Index Headset because the USB-C is not directly connected to the NVIDIA GPU, even with Optimus turned off in the bios. Even the bios says that all displays will be driven by the Nvidia GPU if Optimus is turned off , only to find that this is not the case .
This glaring hardware limitation is not mentioned anywhere in the specifications on the website and considering it is the only USB-C (DP 1.4) connection on the laptop its a very dumb decision to make. From what I can tell, the previous version m15 R6 did not have this limitation. I could have easily gone with a Lenovo or Asus of the same specs and price which do not have this limitation either as they have separate USB-C ports with DP 1.4 function.
So as I've just went over my one month return period before finding this out, I have no options available to me other than to eat this maybe try and sell it and buy another laptop. This was my first Alienware laptop and I do like it , despite other issues which I was willing to over look, but this particular issue defeats the purpose of purchasing it in the first place and has made this an expensive mistake Dell wont take responsibility for.
The annoying thing is I really wanted to buy the Legion 5i Pro but it wasn't in stock at the time with the specs I needed.
After doing more research I've found that the same issue will effect you if you have a G-Sync compatible monitor using DP to work with the laptop. So its not just for VR but also your fast refresh external monitors using DP via USB-C.
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.
[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on my thumb up icon.]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.
[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on my thumb up icon.]silvereyed
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Posted October 30th, 2022 08:00
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
Welcome to the club....lol.
I haven't gotten around to following up with Dell yet but if you are also doing so please update your situation when you get a chance.
silvereyed
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Posted October 31st, 2022 03:00
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.
[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on my thumb up icon.]silvereyed
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Posted November 2nd, 2022 19:00
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.
crimsom
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Posted October 27th, 2022 12:00
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.
[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on my thumb up icon.]