My Alienware 17 R3 has only a 4GB GTX980M but I ordered an 8GB GTX980M!

area512003 · 15 Dec 2015 at 19:14

Just received my Alienware 17 R3 and to my disappointment GPUz and 3DMark advise the GTX980M has 4096MB of video memory when I specifically purchased an 8096MB GTX 980M. :eek:

I checked Dell Alienware site again and when you go to build your spec laptop, they are offering it with a 8GB GTX980M. Surely, this is misadvertising here in the UK??? :mad:

I specifically went with 8GB for future proofing as new games going ahead will demand more VRAM.

Anyone else found this??

Your comments would be appreciated.

Paul11 · 15 Dec 2015 at 19:19

er , what did it say on your confirmation of your order ?

if it said 8, then contact them directly and get them to replace it

and/ or check properly it only has 4 before doing so

area512003 · 15 Dec 2015 at 19:40

Paul11 said:
er , what did it say on your confirmation of your order ?

if it said 8, then contact them directly and get them to replace it

and/ or check properly it only has 4 before doing so

Dell Order Acknowledgement states

- NVIDIA® GeForce® GTX 980M with 8GB GDDR5

These GPUs are now soldered in the Alienware 17 Rx as they are moving forward with the separate Graphics Amplifier for upgrading gfx.

Both GPUz and 3DMark states it is 4GB VRAM.

Richdog · 15 Dec 2015 at 19:44

What is the point in this question? You ordered 8GB, received 4GB... contact Dell to get it sorted.

area512003 · 15 Dec 2015 at 19:53

Richdog said:
What is the point in this question? You ordered 8GB, received 4GB... contact Dell to get it sorted.

Other peoples possible experience of the Alienware 17 Rx laptops having incorrect VRAM and whether I was missing something obvious.

That's the point of my question.

Paul11 · 15 Dec 2015 at 21:29

have to agree.. there is not so much of a question here

contact them and get them to sort it .. get what you paid for

FlyingFish · 15 Dec 2015 at 23:14

What are using to determine the vram amount?
I only ask as I've noticed that some programs fail to notice my 980M has 8Gb of memory! (which definitely has). But Nvidia drivers recognise it

Right click desktop, Nvidia control panel, system info bottom left.

If you only have four then complain to the shop.

Mick

Cotman · 17 Dec 2015 at 11:15

Seems like Dell are making a habit of this! Been waiting 17 days for the custom built Alienware 17 R3 to arrive from China only to find that it only has 4Gb of vram!
It's a xmas present for my son so no chance of getting it replaced before xmas now!
Also when checking their site now it appears they don't even offer the 6820 cpu anymore!
What did Dell say when you contacted them Area512003?
Am tempted to wait until after xmas day so at least I can surprise him with it before having to get it sorted out!

Biz.Kid09 · 17 Dec 2015 at 11:54

Cotman said:
Seems like Dell are making a habit of this! Been waiting 17 days for the custom built Alienware 17 R3 to arrive from China only to find that it only has 4Gb of vram!
It's a xmas present for my son so no chance of getting it replaced before xmas now!
Also when checking their site now it appears they don't even offer the 6820 cpu anymore!
What did Dell say when you contacted them Area512003?
Am tempted to wait until after xmas day so at least I can surprise him with it before having to get it sorted out!

So your going to give it him on Xmas day and then say oh you can't really use it because im going to have to ship it off!

If indeed you only have 4gb vram then I would be screaming the phone down at Dell and getting one expedited!

Cotman · 17 Dec 2015 at 14:06

Trouble is once I contact Dell I can see them requesting I send it back in which case I am unlikely to get either it back or a new one before xmas! Plus they don't even list the 6820 option anymore only the 6700 so they will probably downgrade the cpu if they replace it!
As it's not very obvious that the GPU only has 4GB I figure that I could wait until just after xmas to start complaining as it will still be in the 14 day window

MOOGLEYS · 17 Dec 2015 at 16:04

Ask for a partial refund. A 4GB 980M is plenty I would use the cash for something else.

spoffle · 17 Dec 2015 at 16:10

Biz.Kid09 said:
I would be screaming the phone down at Dell and getting one expedited!

Yeah, but you wouldn't really though. Customer services are less inclined to help you out when you act in such a petulant manner.

spoffle · 17 Dec 2015 at 16:11

MOOGLEYS said:
Ask for a partial refund. A 4GB 980M is plenty I would use the cash for something else.

I would do this. You should be able to get them to add a bit on to the refund to cover the inconvenience as well.

EnzoSmithers · 17 Dec 2015 at 16:36

maybe send you another drive or something instead?

Cotman · 19 Dec 2015 at 00:35

Spoke to Dell, they have taken my details and logged my problem but won't do anything yet as they are getting contacted by lots of people with the same problem. Apparently it is going to become a management issue and we will have to wait for their decision about how to proceed!

HandyHomer · 19 Dec 2015 at 13:36

Cotman said:
Spoke to Dell, they have taken my details and logged my problem but won't do anything yet as they are getting contacted by lots of people with the same problem. Apparently it is going to become a management issue and we will have to wait for their decision about how to proceed!

You don't have to wait for anything! You have bought a computer with 8gb. You have 4gb. You return it and get your money back. Why there is such a long thread for such a simple issue is beyond me!

Get an MSI GT72 like I have. Much better laptop anyway!

MOOGLEYS · 19 Dec 2015 at 14:52

HandyHomer said:
You don't have to wait for anything! You have bought a computer with 8gb. You have 4gb. You return it and get your money back. Why there is such a long thread for such a simple issue is beyond me!

Get an MSI GT72 like I have. Much better laptop anyway!

He could get a partial refund 4GB is plenty for a 980m at 1080p.

I would not say the GT72 is better. It's certainly not as well built as the Alienware.

Rroff · 19 Dec 2015 at 14:58

HandyHomer said:
You don't have to wait for anything! You have bought a computer with 8gb. You have 4gb. You return it and get your money back. Why there is such a long thread for such a simple issue is beyond me!

Get an MSI GT72 like I have. Much better laptop anyway!

Are you confusing the fact there are 2 different users complaining about slightly different variations in circumstances of the same issue?

Cotman · 22 Dec 2015 at 00:00

I phoned them today as they requested by email this morning, the lady said I could request a replacement but was likely to get another 4GB one. When I ordered it was a paid for option now their site lists 8GB by default for most systems.
They could have contacted us during the build to say they had a supply issue, but no, they just send the systems and keep quiet. This is FRAUD and breaks the sale of goods act, perhaps they were hoping we would not notice.
The lady today said basically they don't have a solution to the 8gb issue so I could either have a refund or keep it and have a little compensation! I asked why they were still advertising them and she said the techs were working on it! Thing is I have read that others have got the 8GB!
A few pounds compensation does not interest me when I have just spent almost £1800.
Am so tempted to contact Watchdog, trading standards & the computing press. Of course there is always legal action as well, especially for the fact that they did not disclose the lower specification to me.

Whats worse about this whole situation is that it is my sons xmas present and due to the cost his only xmas present.

Rroff · 22 Dec 2015 at 00:04

Unfortunately sometimes these things happen and without evidence of intention you won't get very far with any legal aspect aslong as they've offered to replace the item or compensate you.

Would not surprise me if they were hoping people just wouldn't notice though.