M17x - Hard Drive Caddy ( secondary Drive)

Wow it seems like they could save themselves A LOT of trouble by just shipping the systems out with the equipment for a second HD whether people order 1 or 2 HDs with the system

 

Actually, here's how it works. We, the people that are in this forum, make up less than 5% of the overall sales of the Allpowerful M17x. The other 95% of customers purchase the system but do not complain like we do. Why? Because they are happy the way it is or they simply don't realize that they can obtain a second HDD caddy by calling in - like what we are doing - thus, it sounds like a big commotion in these forums but it's a teeny-tiny problem that Alienware sees in their bigger, much larger picture.
So that means, Alienware is saving HUGE bucks not putting it every single system and only for those that call in and requests them. Smart move, Alienware.

 

Yeah its the old "Why should we if we dont have to.

 

I understand that, but how much can it really cost to make a simple part like this?

Anyways it has been two days and two emails and still no response at all from alienware support....

 

Just call it in . I started with the Emails as well but was getting no where fast , they replied to me but nothing ever came of it until i called .

 

I will once I get my phone back.... it's taking a lot longer than I thought to fix

 

Just got a reply from Dell (I haven't heard a peep from AW).

Anyway, they tried sending me to the parts page to order the kit. Not to mention it isn't even on there. lol

Oh, well. More emails going out now....

 

What dell address did you email?

I would've tried emailing them too from the start but when I click on email support it tries to send my message through dell's website instead of giving an email address...

 

[email protected]

That is how I got the ball rolling - thru the webform on support.dell.com.

Make sure you explain everything and also document your service tag. And don't forget all your contact info that matches your Dell account.

 

You guys have to contact Alienware Technical support . i got that same thing for the couple weeks and Dell was trying to get me the part then one day the Customer care guy calls and said sorry we cant help you so of course i was mighty angry of getting the run around for 2 weeks only to find out i now had to deal with someone else entirely but they patched me thru to AW tech support and they ordered the part ASAP for me .

 

I know, quad.

I don't even have my system yet. lol I'm using a friends service tag.

I am just trying to have all my ducks lined up so I can slap my SSD in when it gets here. Using email is easier for me so I'm giving it a try first.

 

Well dell emailed back pretty quickly, but all they did was tell me to contact AW since they "have separate queue for Alienware computers"

So I will hopefully be able to call tomorrow since I don't think AW has taken much notice of my emails....

 

Ok so I can finally call to get my second caddy, still no response from alienware's email after nearly a week, I just have a question first though

Did you guys have to have your billing info ready? Like for anyone who had to pay for shipping? Or is it possible for them to automatically charge (hopefully they wont need to charge anything at all) to the same card as the computer's order?

If I don't need it I can call now since its 24/7 but otherwise I have to wait until tomorrow

 

Theres no charge for it . You will just give them your service tag etc.

 

Well this is interesting..

I just got a package from Purolator from Dell and I'm thinking to myself "What could this be, I haven't ordered anything..?". So I crack it open and to my surprise, it was a 3rd HDD mounting kit..so now I apparently have a spare haha.

 

You could send it to me so I don't have to deal with AW

PM me...

 

I called AW support on Friday and I could not get the tech support representative to send me a caddy for no charge. He was adamant about it being an upgrade option despite telling him that sales had told me I would be able to upgrade with my own drive without any additional hardware. He told me to take it up with my sales rep. He told me he'd have to transfer me to sales and buy the caddy so I figured I would see how much they would try to charge. (My other option was to call back and hopefully get a more generous tech support rep).

The sales lady told me the caddy was like $22 or something, and I asked about screws and she said 50c each. I decided $24 was not worth my frustration of have to call back repeatedly, so I ordered it. It was in stock and should arrive this week.

Just wanted to pass along my experience.

 

I called AW support and some guy told me the same thing. Its an upgrade and we can't send you the kit unless you buy it. I argued with the guy telling him I should have recieved it with my order anyway. It advertises the capability to hold two hard drives etc etc. No budge. In the end, we got disconnected so I called back and talked to this lady. I said the same EXACT thing to her and she puts me on hold and then goes we'll be more than glad to get that shipped to you with NO CHARGE. Even though she took forever to get my info, I got everything for free.

WTEFF is going on in Alienworld? These alienware people are #*$)(#*$!!!!!!!!!!!

 

Its stupid they dont just throw that kit inside the accessory box vs having everyone calling in for it and then costing them to ship the thing and all the people involved that have to handle it. Seems like in the end this has to be costing them more money then just including it for everyone.

 

I'm still fighting with them. Since the system was a replacement, they aren't budging. "Well, it (the replacement) was configured with a single drive and now you want us to send you a second cage after the order has already been processed" - Well, yeah I do. The system they replaced with the M17x had two HDDs, so should this one. Had I known it would only ship with one cage, I would have had them configure the replacement with RAID.

I'll try the AW Support option if they wont send it out. The CS rep I have been dealing with said he could sell it to me for 70 USD but he could knock off 15-20%. pfft.

 

Just call the tech support for alienware. Dont deal with anyone else.

 

Dang, I should have just called back and gotten a less grumpy person. Oh well.

 

Finally I was able to call and it only took about 10 minutes to get mine ordered for free. The first time I called I just got someone who just said "hello? hello?" and then lots of silence and a hang-up..... But then I just told the next guy what I needed and he ordered it for me right away for free.

Hopefully I get all the right parts so I can finally be done with all this..

 

Oh you will get the right part for sure. Now, will you get 4 screws or 1? That is the question.

 

I've gotten 2 mounting kits (not sure why I got the 2nd, but it's en-route to Sleey0 now) and they both came with only 1 screw.

 

lol we'll see but it's really not too big of a deal how many screws I get

My old M1710 could 'spare' a few screws if I need them

 

Yup, got it today with only 1 screw lol....

But whatever I'm just glad to finally have it

 

I got the tray with 4 screws on it already with one extra screw. The extra seems to be different than the others already mounted on the tray....

 

That's because the 4 are to mount the caddy on the computer, and the 1 screw (you are missing 3) is to mount the actual HDD on the caddy.

 

Its funny because I confirmed with the lady whom I spoke to @ AW that I was getting a tray, interposer and FOUR screws. She said, "yes you will be recieving four screws as well."

Has anyone called back to ask for another 3 screws?

 

Don't even bother. The sales rep only sees the package when she/he orders. I asked too and they assured me it comes as a complete package. I knew right there that they didn't know about the screws issue.

Just go with that lonely one to your local and get a couple more for like a dime.

 

Or buy a whole set of laptop screws on ebay (for about $8).

These are pretty universal so just pick one.

It's always nice to have extras

 

Yeah, only sent you one though since that is what they sent me. Just giving you heads up .

 

Some info for M17x buyers in Asia.

I was in contact with Dell support center in China, I had Mr/Mrs Tan Yi. I received sometime 3 emails per day, updating me the process.

The process went very smoothly and I received received 4 screws, interlacer and HDD cage within 3 days.
I wasted a lot of time with my Dell respresetants in Japan. They wanted to help me but they had no clue, probably lack of information.

So I strongly advise to ask for someone who speak english and you will be in relation with their regional area support center and not the country ones.

Also I attached the picture that one forum member posted in this thread, it saved a lot of time to the Chinese team to figure what I was exactly asking for.
And yeah, I didn't have to pay a thing or to explain .

 

No worries

I have a TON of spare screws....

 

Well, it seems that everyone here has had the same idea of buying it with one HDD and then adding another at a cheaper cost a bit later.

See i went with a 160GB on my build, as it was cheaper to buy another 2 HDD when it arrived. Of course, no caddy, so phoned Dell up originally, they were ummm, well the first few reps were useless, the last rep was spot on, and put me through to AW. But there was a queue, so she said ring this number in 10mins. It was the 0800 for AW in the UK.

Phoned them up this morning, spoke to a guy, he wasn't to sure, but said he would find out. 30mins later i get a e-mail saying they'll post it free of charge. Got a call later saying they're out of stock, so it will be sent asap. No issues here, as AW have been spot on.

ALSO on a slightly different topic, what 500Gb drives is everyone using? I've seen one from WD and apparently it has a real issue with over heating, quite badly as well, lol. So settling for two 320Gb until SSD come down in price.

 

I'm using the 250GB that came with the system and my 500GB drive is the Seagate 7200.4 and I haven't had any problems at all with it. It was even the primary HD on my old computer for a few months and it's still working fine, only now as a secondary drive.

 

Well I got my parts... tray and 4 screws... no interposer. I am so pissed right now. Time to call and raise hell... I even paid for these.

 

I sense potential for a free bag or a coupon here.

 

Anyone here want to sell their extra HD caddy? I need one.

 

Thanks for the info in this thread. I successfully ordered the parts using the info posted on page 1 with no charge to me.

NOTE - I bought my m17x from SAMSCLUB.COM. This was a bit of an issue, so I thought I would share my experience. The rep was very confused at first. I told him up front that I bought my laptop from SAMSCLUB.COM, and he initially told me to go there for help. However, I persisted. I told him my laptop was missing the 2nd hard drive parts and that Sam's Club couldn't help me. He discussed it with his supervisor for several minutes, then he came back and switched the info on my Service ID so that it referenced ME instead of Sam's Club. He collected my info and sent the parts.

I specifically asked for the tray, interposer and 4 screws.

I hope this helps those who didn't buy their m17x from Dell.

 

Just wondering how easy it is to get the drive kit in the UK, my m17x is arriving on wednesday and looking at puting a ssd drive in. Any advice would be appreciated.

 

I called Dell and they said it was only available if I bought the drive from them at some stupid price.

So I called Alienware Tech Support (not sales) on 0800 279 9751 and a few days later I had my caddy. Cost about £20.

Which SSD are you going for?

 

thanks i will give them a call. i was looking at an Intel X25-M Mainstream 160GB

http://www.overclockers.co.uk/showproduct.php?prodid=HD-005-IN&groupid=701&catid=14&subcat=1427

I see a lot of good reviews on it, my first ssd drive so thought i better get a good one as i have heard that others are a bit of a hit and miss.

 

Good choice - that's what I bought.

 

Spoke to Alienware this morning and they are gonna send one out free of charge Then i got a phone call saying it is out of stock but i should have within next 2 weeks, think i will just put the ssd in when it arrives and sling the 500gb hdd in later.

 

Marine Uk, Thanks to you i managed to get the Qx9300 as i had previously been assured by sujay that this wasnt possible and i caught him out as he agreed to you the day he refused point blank to me.

so Thanks,

tell me how to get the second caddy and have you received your system yet?

im in uk too

 

Hollis's post above gives the contact number for alienware, call them and they will arrange to send you one out. What specs did sujay give you? Due for delivery wednesday but i am not sure its gonna happen Ups page is still showing no info.

 

I got exactly same specs and delivery acording to ups is wednesday although they havnt received the package from dell yet

Sujay was dealing with us exactly same day and i was folowing your posts although i did not say so at the time.

will call them cheers

 

Ups want showing any info for me, its now been showing that billing info has been received, standard shipment stuff but no delivery

being me i phoned UPS to see if i could upgrade delivery!

they said it was due for wednesday

also when i first manged to get some details on ups site i enter a date in the search criteria ahead of time.

then some info showed. eg was 20th changed search until 21st and it returned a result.