$499 Cyber Monday Refurb Quick Review

OK, so I managed to get ahold of one of the $499 cyber monday refurb units which just arrived today. I have to say I am a bit disappointed in Dell's refurb program. I do like the one year warranty but they clearly don't give them any inspection whatsoever.

First of all, the packaging is scary. The laptop is held with shrink wrap to a sheet of cardboard with legs on it to keep it bouncing around. After a little thought it seemd ok, but still it looks like too much opportunity for damage, but I'll let that slide.



First thing I noticed was there was an obvious bulge / warp in the keyboard. Anyone know if Dell will just send me a replacement keyboard?

Either way after disassembling the machine just to get the keyboard off, I find that one of the nubs that attaches the keyboard to the chassis with a screw under the battery is broke off. That thing does not snap in or anything to the keyboard, it's PART OF the keyboard.



Back side of keyboard:


And finally a gigantic gap along one of the edges. Once I disassembled the laptop I had to really push hard to get the snap in place, but it is more or less fixed now:



Overall I'm disapointed with first look because of these issues. If they can offer me a replacement keyboard right away I'll be happy, otherwise I really don't want to spend any money to replace it myself. The keyboard also misses keys when pressed. So it's definitely fubar.

A couple other things, there was a loose screw sitting on one of the speakers, caused a slight indent. And one of the screws that holds the bottom panel on was stripped too.

 

Yea this keyboard thing is a little weird. Just posted about the same thing

 

When I had a defected keyboard (when a lovely dell technician came round and ruined my perfect keyboard) they sent me a new one after I sent them pictures of the problem via email from various angles.

All I did was explain I know what to do, and explained I watched there youtube videos and they gave me permission to replace the keyboard myself and cover any damage I may have caused.

Hopefully you can pull of the same stunt, but make sure you don't tell them you already dissembled the machine as that would void the warranty.

 

Yeah that's pretty bad... I purchased my m11x R1 when best buy first started selling them and the first one I took home was missing a screw in the front right side where the light illuminates from and this was a brand new unit! So I returned it and haven't had a problem since. Oh Dell...

 

Well does being A+ certified help anything? I understand their aprehension to let a user replace something, but come on.

I'm on the phone with AW right now and they are sending a tech to replace my keyboard. I already removed the loose parts, should I put them back for the tech to miraculously discover?

 

Exactly, hence why you have to claim you know exactly what to do from using their guides.. I found it makes them more lenient =/

Personally I would yes. It's better to be safe, then end up without a warranty.. Unless your a good liar and can bluff the part never existed?

Either way, good luck with the dell tech.
Personally I would watch his every move and if he slightly goes off track and tries yanking stuff (like my one did ) mention "I swear in the youtube video AW made that there's a screw blah blah blah that you need to remove first."

But yeah, good luck.

 

I was tempted to disassmble it having it sit there when he arrived but probably not a good idea. I guess I'll throw the loose parts back in there just before he gets here and make the warping readily apparent. Ill also put the screw back on the speaker and say "hey, what the heck is that doing there?" It clearly doesn't belong anywhere in this machine either, because the thread pitch is much larger and it's a size between their longest and shortest.

Are these techs just contract guys? Or are they really familiar with AW machines? I don't want him dorking around with it for 20 minutes just to get the stupid back cover off, lol. Maybe I'll load up the M11x manual and youtube videos on my other laptop too before he gets here. Gah, I hate it when I can do something in ten minutes that will take several days to schedule, and most likely an hour of tech time....

 

Pretty much in the UK, AW just calls normal Dell techs to do the job. I had a discussion with my one when he was round. They don't get trained on the new laptops models, they're just given a few a4 pages with instructions and are left to use their own logic from other systems as he said, "pretty much all systems are the same one way or another, you take what you learn from from one machine to another".

It makes sense, due to the fact they can't constantly be trained on every new laptop that comes out (not to mention the cost factor of training probably plays a part..). But who knows, dell might specifically train techs on specific systems, but the guy who I had, and his colleges weren't trained on any new systems. My m11x was the first he done, and a week before that he did an m17x which was his 3rd.

 

Pretty bad condition there... but like all dell products, it's all luck of a draw buddy, new or refurb.

 

My point is that they better at least have a maintenance guide so they can know how to remove the keyboard. If I see him taking apart all the screws, and bending and pulling things he shouldn't then I'm gonna speak up. It's not real clear when you first look at it, but all you gotta do is pop off the bottom cover, remove the battery, remove the two center screws under the battery, flip over the laptop, remove the bezel by the screen, and remove the two screws there, detach the two ribbon cables and done.

Maybe I should just return it, but then it could have other issues.

 

My tech asked to use my WiFi to get the maintenance guide. I mean what am I gonna say, no? At least he tried...

Mine was a contractor, who never saw m11x before. He managed to break latch cover (he did pull it out really sloppily) and the bottom panel - which, honestly, wasn't his fault. But it speaks about the build quality of that part. One screw didn't go back in. And that was literally the first time someone removed the bottom panel.

I really recommend not touching anything and let that tech replace it. That way if or when something unexpectedly breaks, you'll be sure you'll get another part. Not because of you, but because things can break REALLY easily.

 

Gah. I guess I should feel fortunate that a $499 refurb laptop comes with this type of service. On the other hand I'd rather do it myself because I hate for the tech to break something that shouldn't be. I just want a laptop that works. If it doesn't go so well I think I'll just return it because my netbook works great, it just doesn't game so well.

 

Gah hope you get your keyboard in working order soon. Yes it is the luck of the draw I suppose with a 499.00$ m11x refurb. That packaging is kinda how you described it too but what can you expect I suppose.

 

Honestly htwingnut you just gotta talk to the right person and they will ship you the parts, you don't even have to prove your knowledge to them. In the last 12 months I have been directly shipped 4 motherboards, 3 gpus, and a few hdd's they don't care especially because if you cause any physically provable damage to a part you replaced they don't have to deal with you anymore as your warranty would be invalid lol. I have 2 techs for Dellienware in my area that will never again touch my computer, after multiple lies broken parts and asking me to reassemble it as they "forgot" how it goes back together it's not gonna happen lol Good luck either way as this is ridiculous even if it is a refurb.

 

Maybe I will call back. I talked to this guy, told him about my experience, and would happily replace the part instead of Dell having to send out a tech. He kept saying "all parts must be replaced by certified techs".

I guess a callback will be in order. I'll try again tomorrow. Too tired right now and gotta get my little guys off to bed soon.

 

Why mess with it, based on the pictures the MX11 looks terrible. Whoever had it clearly did not care for it too much. My advice then spending more time and waiting for techs is send it back and ask for a replacement, and tell them the condition you received it in.

Sure it's a refurb, but it should be in better condition then that.

 

I just ordered a brand new one today for 608.00 out the door. Only added bluetooth to it. Will need to upgrade the ram and hard drive when I get it. It seems like for 100 dollars a brand new one is a better deal than this htwingnut. Maybe tell them your friend just got one for this and see what they say.

Still rocking the 7805u gateway FX and it's going strong.

 

Shoot, yeah. I can get a new one out the door for $599 + tax (6%) = $636 compared to $529.

Granted this refurb came with 4GB RAM and 250GB HDD. But still I have 4GB from my other laptop that I just upgraded to 8GB. I can use the old 4GB RAM in it and was planning on getting an SSD anyhow. That's still over $100 though. If I am going to spend that much then I'll be tempted to just go with the Acer 3820TG for another $100 over that!

On the flip side, the screen looks good. Not quite as bright as I'd like but overall quality is good. The battery has 0% wear too.

I'm tempted to send it back altogether though. Stripped screw from the bottom panel, loose screw sitting on the speaker, a broken screw boss from the keyboard, and a bad assembly build with the gap at the side. I hate to do that because I might get one with a crappy screen or something though.

 

I hate to see you get something that you aren't completely satisfied with. I think if you contact the right person you will get some results. Keep us updated.

 

Grrr. I only gave Alienware my home phone and asked only to call that. They must have had my cell in the system somewhere. Either way, the tech called my cell phone and left a message, then left a message on my home phone. Then he shows up just as I'm leaving and wants me to just let him in and do the repair right away. I didn't have time. He seemed irritated. WTH? I asked if he could just leave the keyboard and I'd do it myself but he said he'd need the old one. So now I gotta schedule another time. Whatever.

 

LOL... mine asked if I can leave the laptop somewhere and he can do the replacement while I am away. Sure, I'll just leave the laptop outside on the street! Not to mention the number they used to call me doesn't accept incoming calls. *facepalm*

 

just received mine. didn't have any quality issues like you did (so far). however, the ground plug is clearly snapped off. ironicly, there's an "inspected" sticker on it...

 

LOL. Ground plug snapped off with inspection sticker. At least that one is an easy replacement / fix. I would take a picture and email it to Dell, seriously. That's just clearly horrible quality control.

I may send mine back then. It was in horrific shape, granted nothing that can't be fixed easily. I can't believe Dell would risk their reputation like this. But I am really horrified that I'll get something even worse the next time.

 

I seem to have won the refurb lottery as I received mine to day and it is like new. So far a happy new happy owner.

 

Ok, few more issues. 1st - wifi card gets ty reception. for example, i'm maybe 20-25 feet from my router and it says Low, or 2 bars. My 1215n netbook gets excellent.

2nd, the right speaker is muffled or something. similar to what a blown speaker sounds like... the highs just aren't there.

What to do what to do.... would dell send a tech guy to fix this for me? or do i have to send the laptop in...

 

For the wifi card, probably send a tech to replace it. For the speaker, probably send it in.

The more I think about it, I think I'm gonna exchange mine. I don't want this crap.

 

I think they are tryin or doet rid of all the systems that have been send back to them. The best way was to have a big sale on the hollidays. That said they sold whatever they had in shop, without inspecting them properly. This is bad for their reputation but having their sale items listed at dealnews as editors choice also gives them some good advertising and exposure. Overall dell is going downhill fast and they either not notice this or not care at all. The service calls go to a different country, I think India, Peru... When u talk to them,I think they are so sick of " fat, stupid americans" that they dont realy care to help u but just to get rid of you. This is just my opinion, not that it matters
Any way in your case I would get it fixed and keep it. The screen will eventually go bad anyway, even on a new unit. I would also get the speaker replaced.
Good luck.

 

Thanks. Hey I'm from Detroit area too.

Why do you say the screen will go bad? You mean the hinge?

I think I may just return it though considering:

(1) stripped screw on bottom cover - it's not the screw, but the threads in the chassis
(2) gap at side (fixed but still maybe telltale sign of something else)
(3) loose screw putting a dent in the speaker
(4) broken keyboard
(5) lid is pretty scratched too now that I look at it. To be expected I guess

I could have lived with just one of those issues, but all those together just tells me there's probably something else wrong with it internally. Who knows, maybe crappy thermal grease job.

Are you allowed to remove the bottom panel without voiding your warranty? I didn't see any stickers, so assuming not. But who knows. Only ask before I go ahead an whine to dell about the issues.

 

Yeah if you see the pictures of my Latitude 13 I was scared at first.

You sure you didn't buy a scratch and dent? Sometimes they'll slip that into an order in the Outlet store.

 

It was supposed to be a refurb part of the cyber monday deal for $499. This isn't scratch and dent. This is like, stripped and mangled.

Not that expect much at 2am on a Friday, but here's my brief chat with dell:

12/04/2010 01:20:56AM HTWingNut: "I just want to know how to initiate an exchange for the laptop I just bought"
12/04/2010 01:21:31AM Agent (Ace *******): "we dont offer a trade in program anymore HTWingNut"
12/04/2010 01:21:41AM HTWingNut: "No, I just bought the machine"
12/04/2010 01:22:03AM HTWingNut: "It has a huge gap on one side, the keyboard is warped, the speakers are distorted. Horrible"
12/04/2010 01:22:14AM HTWingNut: "Not to mention a rattle inside."
12/04/2010 01:23:18AM Agent (Ace *******): "I am sorry but you will have to contact Customer Care. You can contact Customer Care by going to www.dellcustomercare.com or by calling 1-****-****-**** form 8am-9pm CST"

 

Yeah, That is to much. Just call them and get another one. If they will tell you they dont have one in stock, keep calling them. Yes earlyer I ment that the hinge issue will show up sooner or later anyway, new or used unless u plan to keep it open and not moove it from one spot. There are polls here on the forum about the hinge problem and there are procentages, but those procentages are not quite accurate. For example I voted that my hinges are fine, only to have one brake a couple weeks later. Onece u voted u cant vote again. I just wonder how many people had the same thing happen to them. Why do u think there are so many refurbs available? Beacause they brake and coustumers send them back either as exchanges or returns.
Dell ignores the scree/hinge problems and somehow still makes profit.?... Its wierd. I am in the process of returning mine but people on the forum reccomend me keeping it and fixing under warranty. I am so pissed at Dell and I hate their "fake nice" costummer service, and how they treat people that payed hard worked monney for their y product. As a matter of fact I hate compannies that take their coustummer service over sees. Foreighners have no concept of the idea " cosumer is allways right" I should know, I wasn't born here. It took time to learn the wonders of costumer respect in the US. Lool I am bragging again...
And even with all my hate towards dell I can't stop myself from admiring and liking the imperfect design junk that the m11x is. I am still undecided on what to do. Mind u mine came in the same type of packeging like yours but it had no problems at the begining. I still love this little machine unfortunately...

 

wow....thats such a horrible offer. I would return it right away.

 

If anyone would like to sell theirs *cough* I'll buy it

 

I've decided to exchange it (they better, they allow 21 days return policy). If the next one is crap, then I'll just return it. I guess maybe I should spend a little extra and get something new and decent. My other option would be the 3820TG. Full i3-370m CPU, HD 5650 GPU, 4GB RAM, 320GB HDD, $750.

Edit: Stupid Dell return center has been down all day. I'm not real happy with Dell right now.

 

i carried my m11x around for the first time today. in my backpack. noticed marks from the keyboard upon opening the screen.

is the hinge deal a 1 time fix or will it keep coming back over and over?

so far here's the issues i've had (that i've found):
power cord broken
wireless card gets ty reception
right speaker blown
hinge issues
bezel fit and finish isn't perfect (although better than htwingnut's pictures.

 

I'd send it back to them and get it exchanged, that's too many issues for it to be acceptable Mine was "refurb" but it was basically brand new

 

get a refurb envy 14 with radiance display, full i5, 5650

 

for $499? Where?

Besides Envy 14 is bigger and heavier. I owned one for a little bit and wasn't satisfied with it. The Acer 3820TG has the same power, granted only a 1366x768 screen, for $750 in a package no bigger than the M11x.

 

I thought the 3820TG was a 13.3 laptop.

 

yea not for 499 more like 1000 but the screen is so pretty its gotta be the best screen ever made on a laptop. I heard the 3820 was not available in the US where do you see it for 750? and cmon its less then a pound heavier are you really to weak to carry 5.2 pounds? its not that heavy of a laptop.

 

Iv decided Im getting it, great laptop! I'm sure you will get a better unit the second time around.

@laststop311 the laptop is available through NCIX canada with shipping only costing 20 bux to the usa.

I really think the 499.00$ was a great price for the m11x for blackfriday! I cant wait to get one when the hinges have been fully worked out.

 

The acer looks great, but too big and probably not enough battery life for what I'm looking at in the m11x.

 

I hope you can get that exchanged. My M15x was purchased refurbished form the outlet, and had nothing more than a few scratches in places the machine is prone to getting them anyways.

 

Too big? It's nearly the same size as the M11x (ok a little wide), not to mention thinner, over a pound lighter, and a 13" screen. It also gets a solid 6 hours or more on battery. Not to mention full Core i3 (or i5 if you can find it shipped to US) with a stronger GPU (switchable too).

12.75 x 9.25 x 1.1 / 3.1 lbs. == 3820TG
11.25 x 9.20 x 1.2 / 4.4 lbs. == M11x

IMHO it's a much better buy if you're planning on spending the coin on the i5/i7 variant of M11x.

I would have bought it if I didn't find this $499 M11x deal. But if Dell can't deliver with a solid refurb then it's going back and I'll just have to spend the cash to get the 3820TG. But I'd rather get a good M11x and spend that money on an SSD if I could.

 

The m11x measures slightly smaller then my old hp tx2510us tablet so it will fit in the laptrap bag I have while the 13in will not. I wish the m11x had the ati card and a full i3 cpu, but the near 7 hours (a lot more with my settings) of battery life and smaller size make it more appealing to me. I do hope you get the return worked out and end up with a much cheaper ultraportable. I'm almost desperate enough to get the best buy version for quicker shipping, although I could get a lot more ordering from dell (and would have to wait a loooong time).

 

Actually the M11x I owned before, I regret ever selling it. Despite the issues that most others had mine was more or less perfect. I got a good deal on it, so at least made my money back almost, when sold it after a few months. I just never thought it would be so hard to find a 11.6"-13.3" laptop under 4 lbs with a decent CPU and GPU at a reasonable price. The Vaio Z seemed perfect almost, but cost way too much. The M11x was the best bang for the buck in the form factor. It just needed a larger and much less glossy screen to match the rest of the machine.

Let us know how it works out!

 

lol why'd you sell your M11x the first time?

 

Might have been for the hp envy 14 he had. Eitherway the m11x does fill a very unusual niche.

 

On the phone with dell. Customer service representative asked me to unscrew the bottom of the laptop. I was like, "what." After I explained I didn't have a screwdriver handy AND that I didn't want to have to fix a laptop that's literally 3 days old, she told me they could send me the LCD screen and let me fix the hinge. And I was again like "what." Then i was like "are you ing joking? send me a new one. stat" Then they were like "uhmmm your warranty is for 7 days. we can offer a refund."

Unbelievable. Now I'm arguing with her about whether or not I can speak with the manager.

update -

Spoke with the supervisor, some guy named Peter. He said I could either get a refund or have a technician come out to replace the broken parts. I explained that my schedule was different on a daily basis and suggested they send me a replacement unit, and I send this one back. He agreed.. so I'm supposed to be receiving a brand new unit sometime in a week to a week and a half, with a supposedly revised LCD screen. So if y'all ever are calling dell support, ask to speak with the manager directly. the CS reps are a waste of time.

 

I'm starting to think that HT has a serious notebook habit and goes through about a dozen every year.