Need Alienware rep support for parts assistance

I've sent a couple of PM's and waited several days without a response, maybe someone will see this and can assist.

I am trying to order a 680M and the associated Nvidia style heatsink for my M17X-R3 but the kindly folks at Dell that I have spoken with continue to tell me that since my service tag doesn't show it for my computer I cannot do so. I am pretty sure this is false however and would appreciate some contact info or a number that will reach someone at Dell that has a clue.

Thanks in advance!

 

what price have they offered you?

 

5 easy payments of $19.99!

 

Dell hasn't offered a price, all they've told me is that I can't do it because my service tag doesn't show it as an installed option on my laptop. That's my point. I need either a Dell rep that isn't an idiot and that frequents this website to contact me or, failing that, I need contact info for a Dell rep that I can call or email and order the parts I'd like to purchase.

 

On your R3? That doesn't make sense Slim. The 680m wasn't an option with the R3. You mean the 6990m? If you really do mean the 680m, then did you purchase it as an upgrade after you got your R3?

 

All I want to do is order a GTX-680M and a heat sink for the 680M from Dell so I can install it in my laptop. I cannot for the life of me understand how doing this could possibly be so difficult. Dell insists that I can't order the card because the service tag on my machine doesn't say I can. My machine has NOTHING to do with it, I should not be impossible for me to order a Dell 2gb card and a heat sink for a 580m in an R3. That is what I would like to do.

 

There is no reason you cannot do those things. There are only two things to stand in your way of doing that: (1) GTX 680M availability for purchase from Dell as an upgrade part; and, (2) the persons you have spoken with are not willing to sell you parts to upgrade your system because Alienware did not offer that configuration in the M17x R3.

Fixing #2 shouldn't be too difficult after you connect with the right person, but I think #1 might be a sticking point due to availability. Your only option may be to purchase the 580M heat sink from Dell and get a Clevo card (or find a used Dell card) due to availability issues. You cannot even order a new M18x R2 with GTX 680M SLI at the moment.

 

Mr. Fox,

Definitely understand that availability could be a problem. I haven't gotten to that point yet unfortunately since every Dell rep that I have spoken with has parrotted the "your service tag indicates that you need a 6990m Sir" line as opposed to allowing me to just place an order. I can't even get them to let me order the 580m heatsink because again, "your service tag indicates that you have a 6990m Sir". It's extraordinarily frustrating. I went so far as to contact Eurocom through Amazon and asked if they sold the heat sink kit so that I could install the 680m Upgrade kit they are selling and they gave me the same response. "Sir, the heatsink from your 6990m will work for the 7970m as well". I responded that I wanted to order a 680m upgrade kit from them and they sent the EXACT SAME RESPONSE!!! I can only assume it's a form letter or something.

 

Yep, they probably don't want to sell upgrade parts and they have trained their people to respond that way. Their business is selling systems, not parts. You have to get to the right person to break through their reading from a script.

 

Don't give them your service tag, if they ask for it just say you have a alienware system (and other BS if you like to~~). Get the dell p/n for 680m and heatsink then ask to purchase the parts directly. you don't tell them you want to purchase 680m and a heatsink, tell them you want Dell P/N XXXXX and XXXXX.

Do you get non-refurbished warranty(90days) on the parts if you choose to "upgrade"?

 

Yeah, you'd think in this economy they'd be happy making money of anything they could. lol

I'll keep plugging away. I have both of my AW's out here with me and both seem to be operating as advertised so I should probably be grateful and leave well enough alone huh? haha
Been reading a lot of threads concerning the 17 vs 18 and which one folks like better........maybe I'm just different but I honestly like the 17 better and have been considering trying to trade the 18 for a 680 equipped 17. If I can't get what I want out of Dell or Eurocom I may just do that.

 

I have no idea what kind of warranty you get, but then I'm not concerned about that really since my warranty is up in Feb and I won't be home and able to use it until May anyway. As for not giving them the service tag number......I've yet to get a rep that will even talk to me until I give him or her the tag number, they keep saying they need it to look up parts.

I have a lead from someone here on the board that I'll email on the 26th and see if that gets me moving in the right direction.

 

Try to use home online chat, then pick upgrade and spare parts. Throw the part #s @ them.

 

Ahh, ok. Now I get it. Yeah, I they should not even be asking you for your service tag no. If you are just buying a part for an upgrade, then they have no reason to ask for the service tag if you already know the upgrade part. If they do ask, you can always lie and tell them you don't have your system in front of you, but it's an R4. Wow, for a second there I though y'all were trying to get a warranty replacement for the 680m you have in your R3. I have been unsuccessful in purchasing a 680m from Dell as well. The Alienware reps here in the forums check for me on a weekly basis and it's still not back in stock.

 

I'd be happy to buy one from Eurocom or one of the other Ebay stores but can't even get the heatsink I need. lol

 

Yeah, I thought about Eurocom too, but the rumor is the Dell version of the 680m doesn't have the fan control issues with the extreme CPUs. Still kind of stupid for the sales people NOT to let you get a heatsink meant for your R3.

 

whats the going rate?

here i found these..

NVIDIA GeForce GTX 680M | eBay

jesus.. at these prices i should sell mine at a slight discount.. damn near 1000 a card with out heat sinks.. if i sold mine with the heat sinks id make a mint..

 

The first one in the list for $599.95 appears to be some proprietary morphodite junk... maybe an MSI card or something. There is no SLI socket on the PCB and might have some compatibility issues installed in a system it was not designed for. I wouldn't touch that one with a 10 foot pole.

 

The one I was looking at is listed as an Alienware Upgrade kit for $790 but didn't include the heatsink.

http://www.ebay.com/itm/ALIENWARE-M...245&pid=100033&prg=1011&rk=1&sd=130819619554&

 

That one should work fine SlimShady. That vendor also has a good reputation, which is pretty important when buying anything expensive off of ebay. I believe that vendor has employees participating in this forum as well. And, they have an interest in protecting their reputation.

 

Good to know Mr. Fox, now if I could just get them to tell me whether they have the heat sink or not..........failing that if I could get a heat sink from Dell that would work as well. Once I am sure I can get all of the parts I need I plan on ordering it and installing it.

 

Did you get the 580M heat sink part number from the opening post in the M17x Owner's Lounge and try Google searching for it? Parts-People might have it, or be able to get it for you.

Edit: V1K2G - PartsPeople | Alienware M17xR3 Video Card Heatsink - V1K2G

(Get notified when this item returns to stock!)​

 

Yeah I google searched it, found the place you linked to but was (and still is) out of stock. Assumed Dell would have it but when I put that part number in that search engine I get "no results". I haven't given up yet, I'll get it sooner or later.