Dell released update on Hinge issue for M11x - 3/5/2011

EDIT: 3/5/2011

Given Chris's update concerning the hinge issue, I am removing this thread from sticky status. If you are having hinge issues, contact support and be prepared to provide your service tag in order for the phone support reps to determine which assembly is required. If you are out of warranty and have a hinge problem, contact support and they will provide a one time replacement of the assembly at no charge.

See 3/2 update below...

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UPDATE 3/2:
(thanks to Mackan for posting a heads-up)

Chris-M posted an update on the Dell Community Forum (and yes, he is an official spokesperson)

Quote src:
Re: m11x hinge issues? - Alienware Forum - Alienware Club - Dell Community

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As others have been posting here, Dell's Chris-M posted this on the Dell Community Forum -

(Quote src: Re: m11x hinge issues? - Alienware Forum - Alienware Club - Dell Community)

With this new information in hand, I am closing the previous hinge issue threads. Continue to discuss here however keep in mind that nice point Chris made in his post (bold text above). That is very reassuring.

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Thanks, Bat.

 

I'll have to check if there's information about when systems were being built with the new hinge design or are going to be. The screen and lid better be brand new, I'm not gonna exchange a pristine lid for a scratched one.

 

No doubt Michalesd01, but I hope they know better. Looking at my new R2 I can tell you that while it doesn't squeak, there is no sign of anything different. It only took a year, but I guess that's fair.

 

Any idea if those who have suffered the hinge issue (such as me) and had the screen replaced, will be allowed to take advantage of the hinge fix? I don't want to have an issue down the road, and this was the only reason I extended my warranty. If we can get it without the warranty, then I'd like to get my money back That or I'll just continue using the M11x because i'm sure the hinges will die sooner or later.

 

Good question - I would say if it breaks again (after that initial replacement you had), its still eligible - at least until they implement whatever 'program' Chris mentioned in his release post.

As for the refund on the warranty extension - lol, I doubt it but give them a call. they might do it. probably in the form of a gift card?

 

BatBoy, can you figure out when the new hinge design was added to the production line or is going to be added? It would certainly be nice to hear that my system with a build date of 12/7 (purchased from a retailer a few weeks afterwards) already has the new hinge design. Thanks!

 

It's good of Dell to do this but I think all parties should be able to take advantage of this whether the current hinge is failing or not. It's not a recall but I think Dell should be fair and offer the replacement for all and send letters out to those who own the M11x notifying them of a fix. It ought to give them some points and good publicity.

 

lol, I already talked them into sending me a $50 gift card if I purchased the warranty. If I could get a gift card from them, lol, them maybe it'd be like calling them up and asking for $50. I'm sure I'll need the warranty at some point. I'll see what they say.

 

I have no idea and certainly have no way of confirming.

You could PM Chris - perhaps he would know...

 

Thats good news now I can open and close my lid with authority!

 

This is awesome news. I knew they wouldn't just try to sweep it under the rug. Product is too hot for that

 

OMG sob now we can sleep sound at night for this upcoming positive response from dell> chris you;re the man

batboy thanks

 

Hi all, I have been lurking in this forum for awhile now. I was just about to pull the trigger to order a M11x R2 tonight and saw this thread... I chatted with someone on Dell just now regarding the new hinge fix. My question to him was if the current M11x R2 in production being build with the new hinge fix. He said no, and mentioned the new hinge fix will be coming soon in March. I tried to get more info about it if Dell will just advertise the new M11x as "Now with a new hinge" he laughed and said he knows very little about what will happen in March. Which makes me wonder if R3 could be on its way out in March or perhaps just the hinge fix. Anyhow... He suggest that I wait till March to order the M11x.

 

i doubt a new m11x dubbed R3 will be released. the dell m11x team has been very busy with the fix regarding the hinge issue. R1 and R2 m11x are still on top of thier game and R3 i bet will be release next year hehehe

 

Well this is good news, I've been holding off on getting a hinge replacement for just this very reason.

 

My m11x r2 has signs of hinge failure and its not even a month old. Glad a fix is coming out so I don't have to worry about the hinge.

 

I don´t get it, so if my m11x has a hinge problem they are gonna fix it even without warranty, and they are gonna put a new hinge on it?

 

When they send a tech out to replace the lid.. the lid looks prestine. not new.. but prestine.

Only flaw is, usually it replaces to an AUO screen.

I'm not sure which screen is better, but if you have a 3 month old system with a Samsung, now you have a AUO and that is just uncalled for.

These 3rd party techs end up with a broken lid with a nice Samsung screen.

 

this news has some what rested my worries about the R2. will see by the end of feb if i decide to buy it.

 

woohoo!!! thanks Batboy!

 

Ye, that's good news. Basically i never had problems with dell computers, only hinge on m11x. Think if this replacement program would work like it should be, i can forgive this story...

I wonder if it will be world wide, cause i live in Russia, and i don't want to be off the road

 

i wonder if they'll implement the fix at the factory end for new m11xs yet to be sold as well as repairs for those already purchased?

 

LOL - dont thank me. I just stickied a thread. Actually, I believe it was one of Slickie's posts which I noticed where he mentioned something relating to this. After checking the Dell Community forum, I located the post Chris made and figured I would just pass the news on here...

 

Never thought the privilege would be mine to open and close my M11x lid with impunity.

 

I just had mine snap on the left-side for the second time in less than 3 months (it still opens and closes but I can tell from the movement in the left hinge that it's broken inside).

I wrote to Dell and said this is a case of not 'fit for purpose' under the Sale of Goods Act 1979, is this a fair point? I barely used the machine since I had it fixed and am scared if I let them fix it again, it'll fail just outside of warranty (though I did read here and other places that the repairs may continue to be done outside of warranty).

 

MUHAHAHAHAHAHAHHAHAHAHA!!!!!!

LOL

 

Right, that's my concern. I like my Samsung screen. Not to mention the trouble I went through to install the stupid anti-glare screen protector. I'd be a bit miffed if it was an AUO.

 

Hmm, I hope they will replace my screen. I just got a new screen put on, but there is a "white" spot in the lower left corner, looks like there is something pushing on the screen from the back side. This member seems to have the same problem
http://forum.notebookreview.com/alienware-m11x/540569-white-spot-m11x-screen.html

 

I called Dell/Alienware last night because my hinge is popping up on the right side. The tech explained the issue really well, Said it would most likely happen again and that they are working on a final solution and will contact me even after they replace the hinge after the final solution is in production.

It appears that they are keeping track of everyone who had their hinge replaced and will be contacting us when the fix is released to "re-fix" the problem. He even assured me that if my laptop is out of warranty "in June" that this problem has no bearing on the warranty and they will have the permemant solution out by then.

Just confirms what Chris said! Its about time!

 

If Dell really does as they say, I give them bazillions of credit. Granted it's taken them so friggin long to get it fixed. But at least they're willing to help people outside of warranty.

 

I agree, this sounds great. My warranty is good through May 2011, so even tho my hinge hasn't done anything (yet), I would be interested in getting a "tune up" for my Alien as it were.

...I can't begin to describe how irritating the "hinges" on my car doors are lol now *those* are pricey!

 

refreshing news but i am not doing any cartwheels yet

better to hold off my horses until march and see what their concrete solution is

as they say, the proof of the pudding is in the eating

 

yes, i am wondering when it will trickle into newly built systems rather than just a repair thing.

 

I guess I cannot put you guys on the List of Hinges that Are Repaired Already or Damaged hehe

maybe when march will come and the dell recall will be implemented, then i will make a thread of the LIST for the happy Owners of hinge Repaired.

until then.

 

Wait i'm lost, is Dell going to fix the hinge issue after warranty runs out for free but with the same thing they have been doing when people still had their warranties by only replacing the screen? Or is Dell going to fix it with a new Hinge design?

 

Chris's post answers your question...

 

Can you please make a DIY option for the hinge fix? I'm sure Dell techs would be very grateful. This is a really popular systems, as you know, so it would make sense to allow those who'd like to do this easy fix to have an hassle-free option to request it. Just throw in instructions, and most owners would be able to do the hinge fix.

Also, please use brand new screens and lids for at least the first few weeks.

 

Who are you typing to? You might want to post that on the Dell forum, but that's generally something you'd need to request when you call for service.

 

BatBoy. I tried using the Dell forum, but a previous registration and forgotten passwords make it a hassle to get to post. Having to log into a Dell account then a separate forum account is kind of a hassle, especially when registering a forum account under a Dell account is also annoying. Maybe it's just been too long since I used my Dell account and I may already have a forum account making logging in more annoying than it should be, but nonetheless it's not a pretty login.

 

Bat doesn't have any connection with Dellienware though.

 

Oh, thanks for the heads up. I thought he was an Alienware rep like the multiple reps Alienware used to have lurking the forums (which was a really good idea).

 

Yeah, that was nice but it's been about 6 months since they've had any regular presence here. erawneila was the last of them. DELLChrisM pops in now and again for the M15/17 crowd, but you're better off catching him on the AW Club forums. I doubt he'd have any say on their policies though.

 

I know the moderator doesn't like us talking about these things, but I guess at some stage, I'll have to change my avatar to reflect the current status of the M11x hinges.

If as mooted, the hinge mount is 'fixed' in a replacement monitor for the M11x, then the M11xR1 is the notebook it was always meant to be.

Almost 11 months and I'm still on my original monitor. Personally I want to keep it going, just to see how long it lasts. And now I have a back-out plan should it be required. All very civilised.

 

Getting my current hinge replaced this afternoon and I'm quite a bit anxious. Hope the DELL Tech is competent.

 

Hm, strange, I thought otherwise as well... Why else would he close the hinge issue threads all of a sudden?

The hinge issues do not magically disappear after some vague announcement on the Dell forums, do they?

As to the topic of this thread - my left hinge is now properly damaged, after roughly 3,5 months of desktop usage (I opened and closed it less than 20 times I reckon).

I guess I have a week or two more until the display lid falls off completely and then I will have to wait until March and fly back to the UK to get it replaced by a some refurbished, scratched and dusty panel. Sounds just perfect.

 

Oh no! That is a bad timing for the hinges to break...
I've started using my R2 since October 12th and I have been taking it regularly to university.
My hinges are in excellent condition at the moment, without any clicking sound either!
I have been opening my laptop up to only 100~110 degrees to prevent any further pressure on the hinges.

I don't know how but I have a bad feeling that Dell might decide to delay Hinge Fix Program.
I guess I can no longer trust Dell.

 

I just got an M11x off the outlet and it arrived yesterday. Checked online and it has a 3 tear warranty on it

Guess I do not have to worry though, I can survive 2 months until this fix comes since I am in fine shape right now

 

No. They'll fix it. The product is too hot and too good a seller, but also the hinge is getting widely reported, that it'd be product and profit suicide to just try and sweep it under the rug. It'll get fixed. Believe it.

 

Actually, it's really sad that people who have not been having any problem with their hinges cannot request for the new hinges.
I personally don't want to wait for my hinge to break apart during the lecture in university and wait for the new hinges to arrive.

Is it possible for those who didn't really have issues with hinges breaking apart but have issues with the lid not closing properly and the wider hinge gaps on the right side be able to request for the new hinges?

I have been maintaining good hinges condition as I only opened my laptop up to 100~110 degress.
I am pretty sure that things will go different once I open my laptop beyond.