Dell Alienware M17x support vs My Tech Team

I was browsing through some of the threads and came across this post but I can't find the original post it was quoted from:

If you order only one hard drive the M17x "All Powerful" does not come with a second sleeve, screws or SATA Adapter for mounting a second hard drive. To get the sleeve, screws and adapters:

1) Call 1-800-254-3692 (Alienware Support)
2) Go through the prompts and get to Technical Support. /BE VERY SPECIFIC/ that you ordered the "new Dell Alienware M17x" laptop and that you need a drive cage and mounting kit for it. Give them the 7 character service tag and ask to be transferred to the reps who handle these laptops.
NOTE: Again, you must be specific that you have a "Dell Alienware M17x" as most reps are confusing the new M17x for the old m17x (and this will cause you many headaches. Trust me, I speak from experience.).
3) You'll be transferred to the Dell Alienware M17x support (different than standard Alienware support). Tell them your story, give them the 7 character service tag again. They may try to say you can only get one with purchase of a new hard drive, but explain that you were not informed you /wouldn't/ get one or (in my case) the Dell rep told me I'd get it included

They ordered one for me. Took several hours to get this straightened out, but in the end Adrian and Nestor from Alienware support were able to get me squared away.

This laptop is sold through Laptops, Desktop Computers, Monitors, Printers & PC Accessories | Dell but is NOT supported by Dell or their techs. It's still supported by Alienware. There is much confusion on this aspect. Again, "Alienware m17x" is COMPLETELY different than the "Dell Alienware M17x". You have to be specific.
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Does anyone know which kind of warranty Dell Alienware M17x support is part of? Is it better than using My Tech Team?

 

The M17x, M15x and M11x are supported by Dell (which is Alienware). Pre-Dell (AW Legacy Systems, Area-51 - Aurora, etc.) are supported only by AW.

The post you quoted was at the very start of the M17x (first All Powerful released by Dell). Some of the Dell Tech Support reps were confusing it with the Area-51 m17x.

In any event, if you have My Tech Team call them, if you do not have that option then call Dell Tech Support. While I have not used 'My Tech Team', Dell Support will take care of whatever you need.

 

Thanks for the quick response BatBoy. I have My Tech Team and it is very good, but not all the techs are experts on the Alienware M17x. I was just curious if there were a subdivision of techs that was dedicated to the Alienware M17x.

 

Not that I am aware of. The 'My Tech Team' should be experts with your system. Back in the XPS days, XPS customers had their own 'XPS Technical Support' line. Not sure if the 'tech team' is assigned based on training for a given model or model line. Would hope so...

 

I'm not sure either, some of them are more knowledgeable than others when they were evaluating my laptop. They told me they get the most calls from Inspiron notebooks based on the sheer number of those out there.