Where to get Alienware 17 R5 per-key RGB part and/or upgrade

Discussion in '2015+ Alienware 13 / 15 / 17' started by jdb2, Oct 8, 2018.

  1. jdb2

    jdb2 Notebook Enthusiast

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    Hello. :) To make a long story short, I purchased a Dell Alienware 17 R5 on August 20th this year, and, one day later, Dell started offering the per-key RGB lighted keyboard in their on-line web-based configurator. I wanted to obtain the new keyboard part so that I could at least upgrade my laptop myself, but, I contacted Dell support and they were rude and unhelpful and refused to even give me the keyboard part number.

    My main question is what is the part number of the new per-key RGB keyboard and where and when can I buy it? According to information from various forums, the part number of the new keyboard may be m17ixf-bw , but, I don't know if this is correct. It seems Dell wants to keep their part numbers secret and all I could find associated with my service tag was this :

    [​IMG]

    All I really want is the part number for the new keyboard and where to buy it. If someone who has an Alienware 17 R5 with the per-RGB keyboard would just go to support.dell.com, enter their service tag, click on "System configuration", click on "Original configuration", expand "Components" and then expand their laptop's keyboard information and copy the info here ( like I did in the above image ), I'd be very grateful :) .

    Any help would be appreciated.

    Thanks,

    jdb2
     
  2. cruisin5268d

    cruisin5268d Notebook Evangelist

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    Oh yes, you're the guy with the "Screwed by Dell : Bought $4K+ Alienware 17 R5 *ONE DAY* before per-key RGB keyboard option was offered." You deserved to be flamed for thinking Dell "screwed you."

    Ultimately you have to order it from Dell so you need to work with Dell. I didn't have any issue doing the online chat with their parts department and you shouldn't either but nobody has successfully ordered this after the fact. There's another Reddit thread about this very issue plus a bunch of recent posts on here about it. If you have $130 to spare to be the guinea pig go for it.

    As I posted on Reddit, the part number that shows up under system configuration / the build sheet isn't what is needed to order the keyboard after the fact so asking in more places for the same information isn't going to help you out.
     
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  3. cruisin5268d

    cruisin5268d Notebook Evangelist

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  4. jdb2

    jdb2 Notebook Enthusiast

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    What's wrong with me is that I'm POed that I can't order a $30 part for my $4K+ laptop. And I didn't "threaten to sue them" in the usual sense : after the rep became rude I became upset and said that I'd "sue" them in small claims court, which is not like a regular lawsuit with a jury -- it's just a judge and each defendant has to pay a $25 or so fee. But, that's irrelevant. And please don't launch ad hominem attacks against me -- I never did in any of the threads I created.

    Good day.

    jdb2
     
  5. jdb2

    jdb2 Notebook Enthusiast

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    "I didn't have any issue doing the online chat with their parts department and you shouldn't either but nobody has successfully ordered this after the fact."

    I got on Dell's on-line parts department, but the only options for on-line chat are with a technical support rep which isn't specific to replacement/spare parts. Is there something I'm doing wrong or missing?
     
  6. jdb2

    jdb2 Notebook Enthusiast

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    Nevermind, I got connected with the right agent...

    Thanks!
     
  7. cruisin5268d

    cruisin5268d Notebook Evangelist

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    The part itself is not $30 - it's $120 to order the whole keyboard but only $30 to upgrade to it on a new build. It's a new item so it's reasonable they don't have them available to order as parts yet.

    And, you didn't threaten to sue them but you admit you threatened to sue them. *epic facepalm* If you take Dell to small claims court, please let me know in advance so I can be there to film it.
     
  8. jdb2

    jdb2 Notebook Enthusiast

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    I talked with an agent and they said exactly the same thing -- that the current supply of per-key RGB keyboard parts were reserved for warrantied laptops which had the per-key RGB keyboards and which needed to be replaced due to an R.M.A. Also, $30 or $120 doesn't really make a difference when the total cost was $4K+ -- I said that I'd pay $150 for it.

    I was irritable and a little manic and I had been on hold talking to some Dell technical support rep who was probably 10000 miles away and the guy was being rude and wouldn't even give me a part number nor discuss the topic and I blew up at that point. Sorry, if it means anything :|

    More ad hominem attacks. Actually, in many small claims court cases where one of the defendants is a huge corporation, the company usually doesn't even send a lawyer because it's not worth their money or time and the person who brought the suit wins by default -- might be different with Dell though.

    Good day...
     
  9. rinneh

    rinneh Notebook Prophet

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    Well you threatened to sue them.....I saw your reddit topic. Sorry but I think you act quite entitled. FIrst of all technology gets updated. Its just what it is. I bought the 15R3 past January and year I knew the new 6 core models where coming but I needed to replace my old laptop asap. You agreed to pay a certain amount for the specs they offered at that day and thats pretty much final. But to threated to sue them is kinda a cherry on the cake just because they arent doing what you want.

    Anyway just keep checking spareparts on sites such as Aliexpress. Thats pretty much your only chance. Most parts are not sold directly when they can only be replaced by removing the motherboard. Thats kinda their policy.
     
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  10. jdb2

    jdb2 Notebook Enthusiast

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    Why do people keep harping on the "you threatened to sue them" comment? Technically, I threatened to take them to small claims court, but, all of that is irrelevant as I explained that I had been talking to a rude Dell rep and I blew up and then hung up.

    If by "entitled" you mean "arrogant" then please note that I'm an Aspie and I often say things that seem neutral to me but others find to be offensive or arrogant, and I've had to suffer with that my whole life.

    Yes, I know, but I wasn't expecting the same laptop model number to have its specs changed one day after I purchased it -- usually these things are static, or, at least that's my experience with other laptop companies as this is my first Dell/Alienware purchase...

    Yes but you at least *knew* that a new laptop model or configuration was going to be released -- I didn't know about Dell changing the options on the same laptop configuration/model the day after I bought it.

    That may be true for Dell, but, other companies, like EVGA, offer 90 day "Step-Up" insurance where one pays the difference between a new model and one's current model to upgrade and other companies have similar price guarantees, but, apparently, Dell doesn't have anything like this, and they should...

    Here we go again. To make it clear, I was pissed off after being on hold for 20 minutes and having to talk to an uncooperative and rude rep and I just blew up -- I wasn't being serious... Why do people keep coming back to this? I've heard from people connected to Dell that Dell has some of the worst customer service of any company...

    Thanks for the info :)

    I talked to a Dell spare/replacement parts rep via the on-line chat system yesterday and they said that they'd have the per-key RGB part in stock in a few months or so because they're low on stock and the keyboards are currently reserved for people who selected the per-key RGB option...

    jdb2
     
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