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

I would like to know this as well. I don't have the hinge issue, but that's because my R1 has been sitting on my desk in the open position ever since I got it 3 months ago. Its only been closed around 5 times. I was paranoid about the hinge issue and just didn't want to deal with it should they break.

Now if Dell would still fix ALL R1 & R2 with the new hinge design, regardless if we've had any problems or not, then I would feel assured about using this laptop as it was meant to be used (gaming and portability). Can someone with a Dell account ask this over on that forum?

 

I have a R1 and have also been taking care of my hinges by using a monitor and sleep. Will Dell do a recall or replace the hinges when they break?
I would have thought it would be more cost effective for them to do all of them at once as opposed to having the repairs spread out over a long period of time.
If they send techs out to repair the hinges do you think they would let me install a WWAN arial around the screen

 

That's crazy. Why would you stop using it like a notebook when they're telling you that they're going to fix it if it ever breaks? That's taking things to a silly extreme.

 

Hinge failure isn't anywhere near 100%. Why would they replace the LCD assembly on every single M11x ever sold? What they are doing is extremely reasonable. Replacing failed LCD assemblies with a re-designed part that's supposed to remedy the issue. They're going to do that outside of warranty because it's a defect. If your M11x never has a problem with its hinges then A) you don't need the new part and B) won't have to go through the hassle of having to arrange for a service all.

 

so should i still buy? LOL

i am terrible when it comes to these things

 

Yes, please. Buy one soon. Please!

 

yeah, to stop me whine about getting it only to hear me whine about it being broken LOL

 

For everybody wondering, DellChris answered me, sayingbthat my system built in December doesn't have new hinges. I'd assume that means that the new hinges weren't added to the production line just yet.

 

I got another response from DellChris. He told me that he doesn't know when (or even if) the new hinges will be added to the M11x's production line. Currently, there are only plans for the hinge replacement program for the R1/R2. If you want to read into that, could Alienware release the R3 which obviously has the updated hinges in March instead of making a production change just for the hinges?

He also said that the hinge replacement will only be done by onsite technicians . I don't like onsite technicians handling my system. (I've given them the benefit of the doubt twice. The first time the tech rearranged my desk and started browsing CNN. The second time he let my system slide across the floor numerous times.)

 

How does a redesigned lid for R1/R2, something that they did not plan for until a few months ago, have anything to do with an R3 development schedule that's been in place since probably this time last year? The R3 hinge may or may not bear any resemblance to the one they whipped up as a fix for the R1/R2.

Everyone can keep wishing and hoping, but there are too many reasons and a massive amount of historical precedent against there being an R3 before at least Q4 of this year if not Q1 of 2012.

 

It's really not that big a deal now; if indeed Dellienware is going to provide a fix, even out of warranty for faulty hinges, there is just no reason NOT to get one now.

Trust me, you will love it, I can't believe how the M11x makes me want to use it even over an M17x sometimes because of the small form factor; it just so cool to use and easy to have around.

 

Does the fix involve replacing the LCD assembly?

 

Yes. Which includes LCD panel, LCD Bezel, back cover, hinge, LVDS cable, camera, microphone. It's a sealed unit.

 

And maybe the WWAN antenna if you ordered it.

 

Indeed. The replacement LCD assembly I have coming to me on Friday (not the new re-design) has one supposedly. Not that I have any plans to use it.

 

Now that's a good company!

 

Ohhh the wonderful feeling of the weight of the hinge issue has now been lifted! I love my little M11x and now I have no qualms recommending it unconditionally to all my friends!

 

I totally agree. And since my hinges are failing... I think they got the message.

 

I bought the last week a M11x with January 28 delivery date. For work i need travel in a month out of EEUU. I may do the reclamation in other country?

 

My boss is now going to get one. Just happen to ask me about it yesterday and I had no qualms about recommending it.

 

Well done Dell.
But what about the issue of keyboard touching the screen? =/

 

That problem only occurred on systems with misaligned hinges.

 

Can someone advise me on where they think I would stand on a case against Dell for 'not fit for purpose' on the hinges?

Having used my laptop for very light tasks only, never mistreating it and it being widely touted as very durable and a great travelling companion, surely the hinges failing twice directly contradict this? I know a repair is coming up, but Dell arbitrarily told me that 'they are allowed to repair them twice before considering a refund', I'm sure that's not in the Sale of Goods Act!

Don't get me wrong, the hardware is fantastic but I'm not prepared to pay for a sub-par product. I can't be the only one who feels this way - am I?

 

Ah that's quite expensive then.

 

Contacted tech support to verify that my RMA opened in October is still valid and to see when the revised hinges are expected in so that I only have to send in in ONCE. Support tech said they are expecting the new panels in the next couple days and that I should go ahead and send it in now. I asked twice just to make sure, and he confirmed that it will get the new hinges.

This seems contrary to current info both here and on the Alienware forum, but I'm going to go ahead and send it in - hoping the nightmare is finally over.

 

Personally I'd really, really, really be reluctant to send it in at this point despite support's assurances. There's a mountain of precedence regarding different departments of Dell having very little to no valid information about these types of things. If sending it in once is your main concern then wait until you can be absolutely, positively sure.

 

what if I don't even have a problem with my hinges? Will they still change the hinges to the new hinges?

 

no, you only get it replaced if the problem appears. your hinges might be fine.

 

I totally agree... there is no fix till it's "official" and out there...

btw:

That's cool, I have someone I just started working with (A Mac true believer) who actually expressed interest in the M11x after seeing mine... odd isn't it?

 

Yeah, I work with a few hundred designers at various ad agencies around town, all Mac-o-philes to the core. The M11x caused quite a stir with some of them when I first bought it - picking it up, holding it up to the light for inspection like they had their hands on some alien technology. They'd only ever seen me with my MBPs.

 

Heh, alien technology.

 

What about Ukraine? A have M11x r2 and hinge problem. But in my country can not just go and ask for a replacement.

 

Yeah I am in the military am abroad so getting a tech for my broken hinge is impossible. I ended up repairing it myself with resin. Is this going to proclude me from being able to claim the damage? Do you think they would mail me the parts and I could fix it myself.

 

i don't think so as what you did is out of their control.

 

Late to the party here, but for all those people saying that when you get a replacement you will end up with a AUO screen, thats not always true.

My last lid replacement (I've had 3) landed me with what I'm assuming is the Samsung screen as its infinitely better than all of my previous screens.

Just sayin'

Also, my lid is already popping again. I'm tempted to go for the refund this time around and sit on the money for the M11x-R3 or maybe an iPad 2.... whatcha think?

 

AUO panels seem to be more common, but there have certainly been quite a few Samsungs reported here too. It's also been established that one AUO to the next can have better or worse IQ characteristics. Mine was replaced today and it measures 134 cd/m2 versus my original AUO that measured 164 cd/m2. The new one isn't as bright. Looks fine after calibration though.

AUO = AUO105C
Samsung = SEC5441

Device manager
Monitors
Generic PnP Monitor
Properties
Details
Hardware Ids
Value = [one or the other]

 

Alienware is not sold officially in Ukraine, so you are screwed. Did you buy it officially? They are sold in Russia, you can try to contact them.

Вот так невезет украинцам

 

wow I am happy to see this

I have a samsung screen atm, if my hinge happens to break, will they replace it with a samsung one? Or is it another lottery

I genuinely was scared to open the laptop to use, would only use it when I absolutely have to, glad to know I can just use it normally now

 

It's panel lotto for everyone.

 

Quality control at its finest!

 

My hinges are fine now.
Not shaky anymore.
Bust my screen is definitely touching the keyboard when i close the lid.

 

whats the difference between the regular screen and the samsung?

 

i think the Samsung screen looks alot nicer

iv had my screen replaced twice
first for the hinge (changed to Samsung)
then again case the plastic around screen had a large gap at top
so now im back on the auo screen (or what ever its called)
which still has a gap in the plastic which im not happy with
supposedly the case is open with dell but iv not heard from them in a week

 

I had a look in SiSoft Sandra and I have the Samsung SEC5441 screen, but if I'm being dead honest, both screens I had are pretty poor, low-contrast, bleedy affairs and that was one of the main criticisms of the M11x (the appalling screen quality).

However, a poor screen pales in comparison to the abysmal hinge issue. I am still angling for a refund, if the hinges broke once that would be kind of manageable, but twice I'm convinced it's fair game to ask for a refund or upgraded replacement (refund will do fine).

 

Hope you aren't disappointed there, I think Dellienware is pretty tight when it comes to granting full refunds, and they have a hinge fix coming (supposedly).

 

Nothing that extreme such as a refund, but when (if) they offer to replace every single hinge on all the m11x, I'll be happy. It's a very costly machine to have such a poor design. They owe us.

 

Costly or not, it's a 100% known failure on something as critical as the lid / LCD. As much as people are praising Dell for fixing this, I'm saying what took so long? Don't think they're doing it to be nice, they're doing it to save money. They probably reached the $ tipping point between servicing screens and replacing them.

 

they would have saved more if they had tested the hinge before putting it into production!

 

They did test it. Don't you remember the defective hinge on the M15? This is the same one just in a smaller form factor.

 

not long enough it seems! will probably still buy it nonetheless (dunno if that's just being stupid or optimistic).