Solved!
Go to Solutionm15, M.2 heat shield order
I bought a new Alienware m15. When I purchased the unit, I only got a 256GB M.2 drive and added my own 1TB M.2 drive after I received the unit. Everything works great, no issues there. I was reading through the manual (https://topics-cdn.dell.com/pdf/alienware-m15-laptop_service-manual_en-us.pdf) to make sure I didn't miss any steps while I was doing the hard drive install and noticed that there is a heat shield that goes over the M.2 slots. Per the manual, this heat shield only comes with units that come installed with the Intel Optane M.2 or a 512GB M.2 or larger but it says that you can contact Dell Support to get the heat shield if your unit did not come with that.
And there is my problem. Every person I've spoken to at Dell Support has no idea what I'm talking about. My ticket has been escalated, I've been told to contact sales. Every person I've spoken with so far cannot help me or does not know how to help me. Can anyone here help me or recommend a next step of action?
For reference, the heat shield I'm referring to is on page 46 of the manual I linked above. Here is snippet from that page: link. And here is a picture of the heat shield: link.
Thank you.
I've had an email back from the company in the UK that's apparently responsible for Dell Parts and Spares, and they've said they're unable to order the heat shield.
There's got to be a gap in process somewhere, and customers are getting stuck in the middle of all this.
Is there any way the mods can provide clarification on how these parts can be obtained?
SO how do we get the part if it's OOS? Your tech support says they have them but can't ship them out if the laptop was not ordered with a 1TB SSD.
Been on the phone with sales, tech, out of warranty dept for the last three day only to find out it's OOS in the sales dept.
Alienware - Rodrigo
9 Technologist
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4398 Posts
4248
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Posted April 15th, 2019 16:00
Hi,
Unfortunately, if the Sales team already confirmed that they cannot sell them, we recommend that you try to search for the part on third party online stores.
I don’t understand how this is solved when Dell parts and sales support still can’t find the component on the system. I have been told I need to provide my service tag (which I won’t have until the laptop arrives) when the service tag will provide absolutely no new information to the sales person.
I would happily purchase outside Dell but the only reseller I have found doesn’t ship to Australia.
@Alienware - Rodrigo wrote:
Hi,
Unfortunately, if the Sales team already confirmed that they cannot sell them, we recommend that you try to search for the part on third party online stores.
No, that's ridiculous. You need to escalate this to someone who can do something about it. Who's your manager?
IamNotUrFather22
1 Rookie
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3 Posts
3693
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Posted December 18th, 2019 20:00
Just chat with spare parts team to order it in Dell USA
1 slot is Part# 0910J $9.99
Small Thermal pad for SSD
2 slot is Part# R46DX $9.99
Thermal Pad for SSD, (Big)
Both parts are for Alienware m15 and m17
Ice_in_Fla
2 Posts
4413
0
Posted March 23rd, 2019 21:00
Let us know what happens. I called Dell after I placed my order and they connected me to Tech Support. They ensured me that my laptop would have the shield installed even if I didn't have the 2280 M.2 SSD installed. My laptop arrived, no shield installed.