Alienware m17x with 4GB RAM installed - 32bit Vista Ultimate only sees 2GB

i am not privy to UK policies for consumers, so i can not say anyting to this...

but to assist in helping people, i have started another thread about this asking AW reps for an answer.

if you all feel so strong about it, post your comments in thier and see the responses yourselves. otherwise, your posting in here does little to help.

while i may seem abrasive and not desire to be on the consumers side, the opposite is true. but i also feel no remorse for people who can not educate themselves about a product that costs as mush as these systems do...and that includes AW, 8660, Voodoo, and other, as you call them, boutique companies....

 

AW-James has responded in kind to this thread....
maybe this can help you or not...but at least go read it as it comes from an AW rep and not me....

 

Ryujin, would you please get your head out of your *** and get on the same "page" as everyone else on this thread? You're not even arguing within the same ballpark as everyone else.

AW charges their customers an extra $350 for two additional gigs of RAM. THE M17X DOES NOT RECOGNIZE ANYTHING OVER THE FIRST 2 GIGS, AND YET THEY STILL SELL THE ADDITIONAL 2 GIGS TO UNKNOWING BUYERS FOR $350!

If they offer the additional two gigs, then they are implying that their system can at least--no, at the VERY least--recognize some percentage of the additional two gigs that they're charging $350 for to "take full advantage of Windows Vista".

You keep arguing about your **** research, when if you were to call AW right now, they would tell you the m17x WILL see some of the additional 2 gigs of RAM (how's hearing it right out of their mouths fit in with your "research"; is that good enough for you?).

How do I know they'd tell you that? Read back over the first part of this thread which you apparently didn't read. The guy CALLED Alienware and they told him no one else is having this problem. That was a bold faced lie. I complained about the issue to them, and if you read back over this thread, we aren't the only two who did.

Either enter this thread with some kind of related argument, or quit taking up server space. You're only pissing people off, and you sure as hell aren't "helping" as you so smugly put it.

 

Personally I don't think your comparison is that good actually: You're comparing 'not delivering a product as advertised' with 'having to overly warn people about stuff that should be common sense.'

I don't expect your sympathy ryujin, but at least lets stick to the facts. I did research. And was willing to accept less that 4GB. When I bought my last laptop 3 years ago, I was in-store. I checked out msinfo32, I checked out Task Manager, etc. When one buys over the internet on spec, one has to trust that the supplier will deliver to spec. Does that trust then make me a dumb consumer that deserves everything I get...?

Fortunately for me, this type of transaction hasn't happened to me that often. I think that's partly due to the fact that I'm happy to spend a bit more so that I buy from UK-based, reputable companies that stand behind their product. I could have saved money buying a machine like this from Hong-Kong or some little operation operating out of their loungeroom. My general policy on purchases is to pay a bit more and save the headache. I love the fact that I've been able to focus on video editing and not have to spend my life trawling technical forums. That being said, I still did research, but not to the level of being able to describe the type of semi-conductor material used within the processor. My days of staying that informed are behind me.

You clearly are never going to admit that the m17x as currently supplied is 'not fit for purpose' or 'as described' and that it's all my fault.

Fair enough.

I'm not sure why you say Alienware staff may not view this thread. Do I need to give them permission....?

Message to Alienware staff: Feel free to read this thread and comment. In fact, there are many people viewing this thread (and clearly some of these are potential customers) so responding here may also be in your interest.

 

seems you are not so educated if you feel the need to spit out obsentities in place of educated banter.
do you care to also back up the accusations as far as returning by the pallet load? i have not seen or heard as such.
i am not defending AW, merely pointing out your lack of research to educate yourself before dropping the amount you did on your system...
and you never said what AW's answer was to your question...if by chance you are more intelligent then your posting leads one to believe, i would have thought you brighter and capable to purchase RAM from an outside source aside from AW knowing full well they charge a premium for it.

i repeat:
if by chance you are more intelligent then your posting leads one to believe, i would have thought you brighter and capable to purchase RAM from an outside source aside from AW knowing full well they charge a premium for it.

again, your need for colorful explicatives shows your level of education and ability to handle a disagreement.
again, you paid the premium...AW did not force you to buy it from them, it is simply an item available to add to your purchase at the time. why do you insist on puting complete blame on AW? because you feel like you got ripped off? becuase you can not admit you did not educate yourself prior to buying from them regarding the system and possible alternatives for upgrades?
please post the questions, as i read the thread again, no one but you states they called AW aside from one other person (p.laver?), and he posted thier response...you did not.

i also, in case you are too short minded to look, posted another thread for AW-James or AW-Armando to respond to...AW-James has responded.
i did this as a facto de mundo to get the information straight from a rep of AW and no longer a banter session from this thread.

if you care to address the same issues with them in that thread so that your (ehem) voice can be heard, then please do so....but keep it adult and professsional, dont use *** in place of words that can be better used elsewhere.

 

I posted the question I put to AW in my initial posting and the answer I received.

I still don't understand why AW can't respond within this thread. Is it their firewall...?

I must say, ryujin, I agree with you on this. It should be possible to disagree without getting personal. And I hope that AW does spend the 10 minutes it would take to read this thread carefully and see what the issue is. This thread is not going away quickly and will pop up in google whenever people search for:

Alienware Area 51 m17x review comparison buying guide
Alienware Area 51 m17x review comparison buying guide
Alienware Area 51 m17x review comparison buying guide
Alienware Area 51 m17x review comparison buying guide
Alienware Area 51 m17x review comparison buying guide



Finally, I do wonder how many 4GB m17x machines only can see 2GB. And how many have already been sent back... anyone else want to weigh in...?

 

my comparisons were based on "the fine print" and common sense as you have said...
both have played a part in this thread. you mentioned fine print, i mentioned insurance...(which has a ton of it btw).
i will agree that you and i will never see eye to eye on this.
i am not obsovling AW from the lack of information, but simply pointing out that while you and a few others see this as a rip off, and "not as advertised," it falls far from that in terms of reality and the law.
no company has ever been forthright in advertising...if they were, there would be no need for "the fine print" as it were.

i started another thread aimed at the AW staff that patrol these boards. AW-James has responded in kind already...please take a few minutes and look at it. you may be surprised by his answers...and then again, maybe not.

peace

 

ryujin,

All you are doing right now is seeing how many pissed off AW customers you can **** off even more.

I have delt with kids like you... all I do is skip over what you have to say... along with a lot of other people who read/will read this thread.

What it comes down to is:

The minute I selected the 4GB option, a message should have popped up saying:

"Dear Customer: You have selected 4GB of ram for a 32bit system. The m17x can and will only handle 2GB of ram. This could have been solved if our engineers were smart enough to port the m17x drivers to 64 bit, but they aren't.... Are you sure you want to continue?"

The reason why they didn't do this:

1) Nine times out of ten they would lose the sale.
2) They make 350$ by leaving in the option and also gain a free 15% restocking fee to pay the guys doing the tech support.

I have already reported this shady practice to the BBB today. And I suggest everyone else on this tread do the same.

I am now off to the Post Office to take this piece of crap back.

 

and i issue and apology to you sir.... i missed it several times...

 

Hows this for research (ordered today

NP9262
Display: 17" Wide Viewing Angles WSXGA+ LCD with Super Glossy Surface (1680 x 1050)
- Processor: Intel® Core™ 2 Quad Processor Q9650 / 12MB L2 Cache, 3.0GHz, 1333MHz FSB
- Video & Graphics Card: Single Nvidia GeForce 9800M GTX Graphics with 1GB DDR3 Video Memory
- Operating System: Genuine MS Windows® VISTA ULTIMATE 32/64-Bit Edition
- Memory: 4GB Dual Channel DDR2 SDRAM at 800MHz - 2 X 2048MB
- RAID Storage Options: Non-RAID Storage
- Primary Hard Disk Drive: 320GB 7200rpm SATA 300 Hard Drive
- 2nd Hard Disk Drive: 320GB 7200rpm SATA 300 Secondary Hard Disk Drive
- Optical Drive: 8X DVD±R/RW/4X + DL Super-Multi Drive & Software
- Wireless Network Card: Intel PRO/Wireless 4965AGN - 802.11A/B/G/N Wireless LAN Module
- Bluetooth: Internal Bluetooth Module

 

No apology required, but thanks!

This thread probably wouldn't have been started if they were honest with me. They could have said sorry, others have actually returned the system because it doesn't provide you with more than 2GB. They could have said, 'You can send the extra 2GB back and we will reimburse you if you are happy with 2GB, or we can commit to giving you a 64bit build with drivers within a month.' I would have taken the 'wait for up to a month to get the 64-bit build.'

Instead they claimed that no-one else had raised the issue. And that's when I looked up the forums to find out if others were experiencing the same issue and/or were equally shocked by the 2GB loss..

Thank goodness that these forums exist to help keep marketing people honest!

Again, look at Sony's way of advising customers of the Vista 32bit memory issue at time of purchase.

 

not my problem if you can not handle what is posted as an adult and choose to get upset over it. go for it for all i care...

next item: when you own AW, then maybe you can get that little blurb on the page...would that suit you then?...until then, maybe send them an email with your solution to an issue. dont just post it here and not follow thru.

next item: they make $350 becuase that is what they charge...no one said you had to buy it...and why do you reference an ethnic group...this by far shows your inept abillity to hold an adult disagreement. no place in this thread was any such topic discussed, and to lamblast an ethnic group without justification let alone proof is extrememly childish and not called for.

glad you did tell the BBB, that is a right you are afforded. but what aside from personal feelings of misleading did you quote the BBB as not consumer friendly and false advertising?

please do take it back....but make sure you insure it....would not want you to lose all your monies you spent if something happened...

 

i see that, but nowhere on the page does it specify 32/64bit OS either...
it just stated the following:

and also, the unit you are having linked from the word Sony's in your post is a single gpu, not sli.

 

i posted in another thread so that it could be better discussed outside of the heated discussion in this thread....

 

C'mon Ryujin, obviously the point of the link was to show marketing best-practice not compare laptops!!

Sony here tells you, at time of customisation, what to expect. Not only is this right for consumers, but this will save them a lot of pain both in terms of customer service and industry reputation (AW marketing people: take note!)

I'm still interested in hearing from others with a similar 2GB from 4GB problem.

 

fine...you get a point...

 

Nice...

 

@ryujin - When I called about the 2.5GB ram limitation on the M9750 the guy said that I could use all 4GB minus the operating system. Honestly even if you do call and ask they usually have no idea what they're talking about. Please stop arguing with everyone because honestly you're wrong on some parts. Even if people tried to do their research they could still get screwed over. Example...

1. Person sees the cross next to 4GB
2. Goes to the bottom of page
3. Reads "system won't use all 4GB"
4. Calls AW and asks
5. AW says that the system should see anywhere from 2.5 - 3.12 GB or whatever that estimate was. Or AW says there is no issue (like they did with me)
7. Person gets it and complains on this thread

 

i never said i was right on everything...i even posted an apology to the OP as i did not read his statement correct..
i am not above doing as such if i am wrong...

however, as i have told others, i started another thread to address this issue with the AW reps...
i am not taking sides with AW, and agree that something should be done considering other vendors do tell you stuff in better terms...
i was just playing devils advocate and pointing out a few realities.

as far as the steps...lol - i would venture that 90% of the people never look at the subtext in association with the subject matter.

peace

 

It sounds like everyone had their shout-out for now. Let's cool it down . . . thanks.

Please keep ethnic comments off the forums as well.

 

@Ryu - Thanks for clearing that up. To me it sounded like you were saying suck it up to everyone when some people could have been easily duped as I even have called and they still lie about the M9750 capabilities on the phone.

 

Like most disagreements, it's all about definitions and degrees. How much research constitutes enough research? What is the definition of fair trade?

I'm happy that you've been playing devil's advocate Ryujin, but at some point I'd like to hear you answer one questions clearly (no ifs or buts):

Is it fair to deliver to customers 2GB of available memory on an advertised 4GB system?

Yes or No.

 

i would agree that it is not fair....

 

Thanks ryujin, let's hope AW agrees too. I'm still waiting on a call back from a manager.

Anyway, I've tried removing one of the two 512MB Video cards and got some interesting results. So, I've attached four screengrabs with the following combinations (shouldn't AW engineers be doing/publishing this?!)

4GB system memory with 1GB 'dedicated' video memory = Vista 32bit sees 2GB
2GB system memory with 1GB 'dedicated' video memory = Vista 32bit sees 2GB
4GB system memory with 512MB 'dedicated' video memory = Vista 32bit sees 3GB
2GB system memory with 512MB 'dedicated' video memory = Vista 32bit sees 2GB


By the way, it's nice to see they've just added a note on their website about the 4GB issue:
'Due to limitations with 32-Bit OSs, if you select 4GB of RAM all of it may not be available to the OS.'

They still don't have the decency to specifically warn people that have had dual 512MB graphics cards suggested to them (as I did), that they will only therefore see 2GB of the 4GB system memory. And they still refer people to an article that says between 2.5 and 3.12GB!

AW are boutique remember. There's only a fixed number of hardware combinations that they sell. It would take an AW engineer an hour to boot up with each combination of hardware enabled and to create a small table showing the available memory of each one. They shouldn't have to wait for customers to do it and create forum threads about it.

If they respected their customers they would:

1. Fast-track a Vista 64bit build for existing customers
2. Not advertise the dual 512MB & 4GB combination on Vista 32bit for potential customers
3. Comment on this thread...

 

1. your screen grabs did not post....(i cant not see anyting but attachments anyway)
2. i am going to look at the addition to the site in a minute...(when it loads)
3. keep on them (nicely) about this and let them know you are serious...
4. pm AW-James or AW-Armando and see if they will post in here or not.

still looking, but did you notice they took away the quickship m17x?

can't find the new info...care to post a linky?

 

1. Hopefully they did post by now...
2. At least it's something..., which is better than nothing. Still doesn't accurately reflect the 2GB from 4GB issue.
3. I'm going to keep on them, and it's going to be nicely (it's a management/policy issue not a customer service representative one.)
4. I don't usually like PMing anyone. Goes against the spirit of sharing, of forums.. But if they don't post in this thread in the next day or two, I might....

Cheers!

 

All,

I have forwarded this issue to the appropriate departments for further review. When we hear back from them, we'll definitely keep you informed.

 

Hi James,
Thanks for following this up.
Looking forward to hearing what the outcome is (hopefully before mine is sent back!)
Cheers,
Ben

 

Quick update:

Alienware support was very good actually and after offering a discount (which for me in this case, wasn't an option), they gladly offered a full refund.

So after spending a few days last week installing all my apps etc, I had to reformat the hard-disk and send it all back...

Hope this thread helps anyone thinking about investing in a high-end laptop, for HD video editing for instance. If you feel you would benefit from 1Gig of dedicated video ram, feel that you also need 3GB+ of system ram, and you're buying it over the internet, ask the supplier to boot up with that configuration and specifically confirm available system memory.

Or better still, do what I'm going to do now and wait until the supplier supports 64-bit Vista.

 

That's good news, looks like Alienware are admitting there's a problem being as they normally charge 15% restocking fee for all return's where the laptop isn't faulty. I for one won't be buying from Alienware based on this and the fact they won't answer questions that relates to the technical spec and capabilities of their laptops unless I buy one first. I'm looking at Kobalt in UK, yes I know their Laptops are re-badged Clevo's but there tech support is excellent so far and you can spec 64 bit Vista

 

I returned mine within the 14 day money-back period, so not sure if they've admitted having a problem per se. Generally I found the whole Alienware support experience OK. I think that their marketing/admin side of things control what their technical people can or can't say, so I think that's where the problem is.

Like I've mentioned through this thread, a company that sells itself as boutique must be able to answer questions on technical spec of the various combinations they sell.

PS. I might have to check out the Clevo and/or Sager.. but either way, I'm going to give it a month or two to improve the likelihood of 64-bit driver availability for applications/hardware..

 

totally agree..

have also taken alienware out of my list for as long as they don't support 64bit vista..

and also looking at cobalt and rock...

but i supose those are other threads xD

btw, first post ^^

 

Yeah, looks like I'm in the same boat as you fellas. Ordered the thing a few days back, last week of August. Isn't due to ship til at least 1st week of October, due to me actually wanting the keyboard shown in all the flash animation photos. I dunno, seems like a long time, but whatever. Then the case isn't the traditional ribbed skull design, ok, no big deal I guess. Only comes in Black too btw. Erm. Remember when Alienwares came in Mars Red, Conspiracy Blue etc? Those days are long over I suppose.

So when the glossy m17x breakdown talks of running Vista at its max settings/fullest potential, and how Alienwares are so meticulously poured over with a 200 point inspection, yeah, its not a big stretch of the imagination to assume that the RAM is going to be pretty quick (not sort of slow & overpriced), and when you spec 4GB you'll be able to USE 4GB. You'd think there'd be some sort of flag, in fact I remember the old days while speccing a machine you'd get a red X to tell you of compatibility problems. Silly me, I just assumed since Alienware is SO hardcore & all up on bleeding edge tech, they'd work out the RAM limitation issue or at least warn you about it when you selected 4 gigs.

So Vista64 isn't even an option? Yikes. That's actually surprising. This is maybe the Dell influence? Seems like they put more effort in, back in the day. Maybe not?

Calling tomorrow to cancel.

 

****UPDATE****

Called & canceled. They needed an official reason why, I mentioned the Vista 64 thing, and she said yeah, but it'll be an option in October. Which is when my machine would have arrived, already out of date. I wouldn't be surprised if the 9800M GT cards are out by then too. All they need is the Skullcap lid on the m17x and we're back in business? If it happens then maybe I'll reconsider (its my bday month)

Otherwise... Well, a new mtn bike'd be hot too.

Falcon Northwest builds a good laptop, but man they need a new case/screen.

 

Sager/xoticpc.com ftw. better specs for the same price... plus you can get cool colors like "mars red", with the Force at least, I hope AW gets going on that 64-bit, that was the dealbreaker for me not purchasing from them atm, besides that their stuff seems a bit outdated for the price.

at least sager and xoticpc TELL you, on the options, that you will need a 64-bit OS to use the full 4 gigs of ram, no sneaky business with them

I still wish I had an alienhead on the back of my lappy lol

 

I'm currently waiting on my m17x as well. Ordered roughly around the same time as you did, and my order is currently in phase 5. I was unaware of this issue, and I feel pretty silly for not investigating further...

My question to you is, how far along in the build process were you, and how easy was it to get them to cancel your order? I'm thinking on canceling as well, but I'm wondering if they'll still impose the 15% restock fee since they've already begun the building? I'd still plan on repurchasing though as soon as this issue was resolved.

How much did the CS rep elaborate on the 64 bit option being available in Oct.? I'm wondering if it's something that will be done via a driver or patch? Or will it require some form of hardware, that would involve me having to send the laptop in for an upgrade? Not too tech savvy, to be honest.

I just know that if I'm paying for 4GB of RAM, I want to be able to have it all available for use...Wish I would have come across this issue a couple hours sooner, now I have to wait all weekend to talk to CS.

 

Hey man, yeah was kind of wierd, it was briefly at step 4, then got moved back to 3 again yesterday, and was still there when I called. No one mentioned the restock fee on the phone, so not sure if its a given that they'll try to charge it or I called in time. It was a month wait on the keyboard anyway, don't see them getting too far. Either way, I'm glad I canceled, since I don't want to mess around with the machine after it arrives, buying Vista64 on my own, trying to get drivers & lights working, bleh.

The first person I spoke to seemed a little annoyed that I was canceling, which is kind of funny, its not HER money, who cares. But it was quick & fairly straightforward. Up to 9-12 days for the refund to clear I think they said, which kinda sucks. They had already sent the messenger bag via FedEx though, and I still havent gotten it on this end so was told someone from AWare'd be calling in the next couple days with an RMA to send that back.

Didn't ask much of the CS lady, should've tried to get some details yeah. Oh well, see if anything changes in Oct I guess. My friend said he's been hearing talk of October being the time new tech stuff is released generally, which'd be cool.

 

I can't read through this whole thread, haha. But, I will say this... as a guy who studies law, I will tell you that if we start allowing companies to "leave it up to the consumer" to find out what they're selling is legit or not, we'd have a lot more companies getting away with a lot of bad things. If the consumer knew everything, he/she would just build the system and jump over the middleman. We wouldn't need "services" in the first place. I will admit that I did not notice the 2gb limitation on the 32 bit os problem. I'll try to upgrade to 64 bit and if that doesn't work... well, we'll go from there, haha. In the end, it's up to the company to know what they are selling and not try to sugarcoat their product... AW is guilty of doing that on the sales page. You shouldn't have to look up such a limitation, it should be spelled out to the consumer. I could definitely see AW getting in some crap for this and they need to fasttrack support for the 64 bit os now.

 

Hello,

Since I see lots of experienced people here I decided to ask something about my m17x system. I "accidently" upraded my 32 bit to 32 bit again, I installed a new 32 bit on my old one, it was totally stupid but I thought I was uprading my system to 64 bit. Now I have windows.old and new windows. Problem is that I want to format my system and install brand new 64 bit -or 32 bit anything!-. I cant anymore use recovery cd - new windows doesnt detect my dvd drive, I can use it only out of windows -. When I put my recovery cd nothing happens or it tries to start it and then I get a blue screen. I got a new 64 bit vista cd now but when I try to install it, it says windows cant detect any hard drives to install windows. I tried like 12321389 sata drivers, none helped. I just want to install a new OS and format my hd please help me out, I am desperate.

Thank you. Please help me out.

 

you just need to find the right 64bit HDD driver. i'm sure it's been discussed here before. try the search function.

 

Welcome to nbr Bingildak.. and its really a sad story, sorry to hear that.
Have you downloaded the latest SATA drivers from "My Hive" for your system. You need to use them while in setup to detect your drive.

 

Just thought I'd throw in that I am having the exact same problem as Benem. Bought an m17x a month or so back. Dual 8800's and 4 gig's of ram. Only realised now only 2046mb of it are showing up...annoying as hell.

Just sent an e-mail to AW now...hoping for an explanation.

 

Isn't it because SLi configuration is more demanding on the RAM?

 

no, it's because of the limitations of a 32bit OS.

 

Then it should still show more along the lines of 3GB. Unless it allocated 1GB RAM for each 8800....

 

no, 4Gb total minus 2x512mb (GPUs) minus all sorts of caches and system components... heck, my m15x, with only one 8800m-gtx, can "only" use just 3080mb (or something like that), so basically exactly 3Gb. i'm not surprised that the m17x, with an additional GPU as well as more components, can use even less.

 

Go 64-bit unleash your memory. I got 8GB check my sig!

 

How much it cost you, which brand you using? I am planning to upgrade within few months. Running 6 VPCs together along with Visual Studio 2008... oh I need more memory

 

That's what I was trying to say. Single configurations will use ~3gb but with SLi it turns out to be less than that.

 

http://www.newegg.com/Product/Product.aspx?Item=N82E16820231210

don't even cost that much, just 300 bucks.