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

You're lucky. The so called "technician" that got sent to my house, in his complete and utter ineptness, replaced the screen but somehow managed to eff up my M11x, and now she's on the way to a Dell repair depot!
Thank you Dell for the "professional" help in rendering my laptop useless.

 

Hehe, quite the opposite - it is exactly a hinge issue I have at this very moment, while the m11x has the issue of being a majorly flawed piece of equipment due to this intolerable construction fail.

See, nothing to do with fear - just plain facts. Does it seem to be a viable approach as well?

Please correct me if I am wrong (cause I migt be), but didn't you have your own display replaced because of the hinges?

 

Intel had the Sandy Bridge recalled the very moment the problem surfaced, while Dell keeps selling the m11x as if nothing ever happened. Probably the the comparison you make is not a perfect one.

Also - I am inclined to think there definitely is a reason to speculate to any end at all. Why not? They made a mistake and kept ignoring it for ages - they are capable of anything along these lines, are they not?

Anyway, it is quite normal. A company makes a flawed product, sells it, and its reputation suffers as a result. This is fair and this is life.

 

Well this is great... I am convinced that this forum had a lot to do with their current actions. I suppose them honoring the screen repair out of warranty isnt good enough for folks? At the moment I am willing (no choice) to take them at their word.

Keep ing. To me the only result is LESS effort on their part if this forum has any influence. Whats the motivation to do the repairs at all - now or later - if they know you wont be happy either way? Its been difficult enough IMO to get this much.

As it pertains to the TOPIC nothing has been proven wrong or incorrect yet.

 

Umm....

If you check at the very first post of this thread, there's a link to Dell's site where a Dell rep, who is very reputed here at NBR, explained the process and plans to rectify this for all owners.

So, to still be upset about it, doesn't really make any sense. Unless you're inclined to believe that Dell is simply blowing smoke up our collective wazoo's?

Again, to engage in that belief or any notion that Dell would go back on their word after this announcement, not only is still a response based in fear, but also lacking in sound logic as well.

It appears based on your response to Batboy, either you're fairly young, or don't have much experience with the corporate business world and how it's beauracricies, can slow anything down.

As to comparing the speed of Intel's response on Sandy Bridge and the M11x hinge issue, it's not that black and white. Response times for companies always depend on the severity of the issue. A SB CPU is a major, system killing defect. The hinge issue, while crippling, isn't as severe. So a company taking their time, analyzing percentage of defects, whether it's more cost prohibitive to keep repairing or do a recall or acquire a new part is usually the norm. Versus a defect so severe that it could really hurt the entire company's bottom line.

Corporations all over the world are like this. You want another example? Cars. BMW 3 Series of cars has a horrible fuel pump issue. But because this isn't a life threatening issue, BMW still is trying to deny it and sweep it under the rug. Now there's a class action lawsuit against them. Whereas Toyota's issue of randomly accelerating vehicles, and the unfortunate deaths it caused, issued a massive recall right away.

As to whether I've had my panel replaced due to hinge issues, "sort of" would be the best answer. In that, my original panel replacement was due to dust under the glass. After the in home tech did the job, the hinges always were loose and sucked and did not feel sturdy. When it got worse, I had the panel replaced again as a preventative measure. But the in home tech stripped a screw during the repair, needing a 4th repair that would have to be sent in, and the standard warranty gets anyone a free replacement if a 4th repair is needed, so that's what I did. And so far, so good.

While it sucks that you have a case of broken hinges now, the solution is still real and present. At worst, you'll have to go through two repairs at worst.

Again, the solution to the hinge issue is linked on the first post of this thread. So to believe otherwise from a company whose acknowledged this publicly so often on such a popular product as this, that they would go back on these claims and not see how to do so will affect their stock, makes no logical sense.

Unless one chose to believe some conspiracy theory that Dell will not honor their claims of properly fixing this. Again, that's a belief based in fear.

Hence, a "fear" issue.

So, I'm sorry, while I can see how presently having broken hinges is a major headache and annoyance - to use that experience has cause for belief that they're hustling all of us on fixing this - is having a belief based in fear.

A fear issue.

So, I think what I say still stands. And while you have every right and reason to be angry that you presently have broken hinges, to incite others into a false belief that the worst is going to happen, when simple logic clearly says otherwise - is having a fear issue.

This will get properly fixed. If you still want to believe that this is not the case, then it would seem to be clear that you're not just suffering a fear issue, but a logic and perspective issue as well.

But, I sincerely don't believe that. I think you're just still ticked off about presently having broken hinges and just emotionally inclined to spread that anger/fear and whip everyone else into the same frenzy as yours.

I say, why waste the energy? The statement has been made and published everywhere. They'll fix it.

Again, this thread doesn't need to be 16pgs. on what's a pretty cut and dry issue. But here I am contributing to it by answering. A little hypocritical on my part for sure.

I think instead of choosing to continue to engage in pointless negative hand wringing, when a clear solution and timeline has been given, I'll instead go back to playing games on the M11x.

I trust your issues will get worked out like everyone else's and you'll get the fun and joy of gaming on this machine as you and every other buyer deserves.

Cheers

 

Thank you very much for the answer, I understand and respect your position, it is very well-balanced and rational. I was very interested to learn of the issues concerning BMW and Toyota as well, truly fascinating. Actually it welcomes a certain comparison - a car may be powerful and safe... yet its doors keep falling off all the time. Guess it would be an issue, which "while crippling, isn't as severe" in your book, won't it?

"We will make it happen" is not exactly the explanation of the process I would prefer, moreover it sounds way too far fetched and abstract to my liking - but it might be just me, so no problem with that.

Most fortunately I am both fairly young and lack the experience with the corporate business world.

Yet still there is one thing I am absolutely sure of: I could care less about how the corporate bureaucracy slows anything down for them.

No matter if I understood the excuse or not (and I do understand it) - I am not at all obliged to accept this excuse and play along.

Whenever I buy espresso from one of the local newsagents - I should not expect the cup to contain copious amounts of industrial-strength soap detergent. Whenever I pay my dentist to get that stubborn wisdom tooth in order - I should not expect him to drill through my tongue.

Because it is their business.

Actually, I would prefer a "no repairs at all", but guess it would be conceding too much, won't it?

Right, but they fixed it before as well, didn't they? Seems they did:

And then... guess it would be the 3d repair, or maybe just 2nd - not sure if I got the numbers right:

Properly indeed.

I assure you that it is not the case, and I also find this statement rather unfriendly, if not impolite.

Trust me, I am not inclined to "whip" anyone into anything at all. Neither I pay much attention to the statement Dell made, since I am going to reinforce the hinges myself.

Yet I think that any prospective buyer has the right to be fully aware of the issue and make a rational choice (it surprises me that you call it "frenzy"). And with the original thread being closed - this vital information is harder to obtain.

Hard to argue with this - yet the sole reason this thread is growing - is that the actual thread concerning the issue was closed - so guess this one seemed the next logical place to mention the subject - therefore it flourishes.

Have a nice day

 

I'm looking to get a refurbished M11X. Is it SAFE to assume that they would have fixed the hinge issues on refurbished machines, or is that wishful thinking? Also, if I buy a new M11X-R1 for $550, would that also save me from any problems with hinges?

edit - Found part of an answer. It looks like the production line for NEW M11x's won't have the new hinge. However, it does leave the question open to refurbished m11x's.

 

Refurbished or new, they are not going to have the redesigned LCD assembly. Odds are your hinges will be OK. If they end up failing then they'll be fixed in or out of warranty.

 

Good point made about other threads being close. Its probably a source of my gripe... THIS thread to me should be concentrated on the update, now its a bit of everything. Yes I am part of the problem.

Oh yeah: my hinge failed today.

 

Ugh...requested my hinge to be fixed today...tech came in..opened everything up and somehow messed up a screw inside...so he couldn't open and remove the LCD...i could see all the scratched mark that he have made and left inside my laptop....so now he called in and requested dell rep to placed in order for me to send in my laptop...now I will be waiting a week or so to get my hinge fixed..

However, sucks that the replacement that the rep brought over was a refurbished screen...what kind of company is that replacing stuff with refurbished? at least a new one so that it won't happen again....who know how durable that refurbished item

 

Ironically, every part the rep brings to your house will be labeled as 'Refurbished'. I raised major points with tech support when I was dealing with a replacement DVD drive on my XPS M1730. The supervisor stated that they understood the concern however the replacement was in-fact new. The reason its labeled as a refurb is they receive these in bulk on a pallet. Apparently (and no, I cant cite a specific law since he didn't tell me which one), according to the supervisor, by law whenever they open up a parts bulk pack and re-pack for individual distribution, they have to label it as refurbished.

Again, not a verified response but its what I ended up with after speaking with several people before finally accepting the replacement part. Either way, they reassured me if the unit were to fail within the remaining warranty, it would be replaced again. This put me at ease of course.

As for the LCD, I dont know what would be involved specifically, but I seriously doubt the parts return folks have the ability to rebuild bad LCD panels.

For your situation though, I would call back. They can ship out another unit or additional parts to correct the tech's mistake. talk to them. tell them what happened and that you are not happy with sending the system off due to tech damage. Be polite as the conversation tends to go much smoother. (at least it did for me whenever I have had to call in a support issue). If you don't get anywhere the first time, then review the info I posted here.

 

If a screw was stripped and now very difficult to remove that may be why they said to just depot it.

As for the refurbished thing, I have received "refurbished" battery, motherboard, set of 4870s, and another secondary 4870 so far. All looked pretty fresh to me (what batboy said makes sense to me albeit in a stupid twisted legal way - but I don't write the laws)

 

Well, I know what I would respond with if the tech stripped out a screw and couldn't gain access to the system. It happens but... if its your only system and you need it resolved now, I would talk to them.

 

Hinge (LCD panel) will be replaced this week depending on parts availability in 2 or 3 days. I started the process today. As I write this it is 6:24pm...

1:41pm made the call, several actually before getting through. Not sure when actually speaking to person
2:00pm concluded call. Support was not at all familiar with system or issue. Initial response is to request images by email
2:00pm sent email with images (already had ready)
2:06pm sent followup email with links to Dell statement on issue +2 relevant links
2:20pm Support calls back to inform this is NOT A COVERED issue. I politely interrupted and explained that it most certainly was with or without statement from Dell. Support had not read second email. Asks to call back while they review email and speak with Mgr/Sup/Boss
2:49pm sent another email to support further describing the issue in a way you might do when you realize the reader is not aware of what the damage looks like or what the repair will require. Reminding to not send just the LCD screen itself or hinge component but whole panel as it is a "sealed" assembly
6:17pm support calls back to inform that tech will be dispatched either Thurs or Fri (currently it is Tues eve) depending on parts avail and to CONFIRM this is the proper repair. They do not yet trust me

Clearly they have zero experience with the problem. Its ok, I will teach! Very disappointed in the initial response but the person in support never failed to follow up like they said and was always polite (me too!). My only other experience with local support was fantastic so we will see how the rest of this goes. Naturally I'll do all I can to document which part is sent but unlikely to be anything new.

I owe Chris M a big thanks for taking time to put the best possible foot forward on behalf of Dell in spite of themselves. The "announcement" clearly worked in my favor - but shouldn't have been required.

 

apparently the 5-6 day delay/extension on my order is because of a lack of parts...possibly new hinges coming into effect at the factory level but then I'd take it with a grain of salt being their quality of CS and their knowledge is somewhat limited.

 

Your delay is quite common so if they say there is a small delay for parts its probably true. Dell doesn't stock warehouses full of parts.

 

how long does it take dell/alienware to build an m11x? mine has been sitting in the work in progress phase since feb 3 (or feb 2 for the US equiv) till now.

 

I think the maximum it can take is two weeks.
I ordered on September 29th and received my unit on October 12th.
I think it was pretty fast although M11x R2 that came had some problems with it...All fixed though !

 

Curious, would you guys say the problem is more of a problem with the way the M11x is designed for access, or is the problem one of just sloppy techs? This whole thing kind of worries me if the hinge repair effort is going to involve M11x's getting raped by techs...

 

Generally, it's the tech. The M11x is about an easy teardown as you're going to find. I deal with a lot of on-site techs and accidents happen. Sometimes they're nervous. Sometimes they're new on the job and sometimes they flat out suck.

As you're aware, people who have their notebooks mucked up are infinitely more apt to post about it that those who aren't. The tech that swapped out my LCD assembly was actually great. He didn't mind that I watched and provided pointers for tearing it down - even asked that I do so since I'd done it 2 or 3 dozen times already. He was fast, efficient and knew what he was doing regardless of the fact that he'd never seen an Alienware laptop before.

There have been plenty of good reports of on-site techs here, but it ultimately comes down to who gets assigned to your case. I was a little worried too, so when my guy got there I eased into a friendly conversation about the reason I was having my part replaced, mentioned that tearing down the M11x is reeeeaaally easy and tried to make him comfortable with me and the task at hand. We spent a good 5 minutes talking about my dog before he even got his tools out. While he probably would have done a great job without me bothering to do any of that, I do think it helped.

 

I have had 2 tech visits and both times they got to watch me do the work. As long as you can demonstrate you are competent they generally don't mind just letting you do the work.

 

Oddly I feel more comfortable with working with the M17x than the M11x... I did about half the work when I had a tech swap a fan out on my M17x (light task obviously), they do seem to appreciate folks who care about their machines. I sense the same thing with auto guys when I was into the tuning scene for a bit, and I've read the same is true with doctors (hey Joker) that the more you are into your health and treatment the more they dig in and work at it. Funny thing about human nature.

 

tremendous news from Chris M.. how about us m11x buyers frm Malaysia..? does that program covers alien brethren from Malaysia as well? FYI, i'm from Malaysia, Sarawak.

 

Dell needs to replace my LDC because of a bad wifi cable, they told me the M11X LCD is back ordered about a week, so I had to send it in to the Depot. They siad it would get repaired quicker that way, hmm whatever, anyways, I guess this might be good, maybe I will get a New LCD that has a better hinge

 

Well my new lid which was due on the 4th is now simply awaiting confirmation on time. Was ordered around two weeks ago for delivery on the 4th Feb, no date has been updated.

 

back one page

I should be better able to answer this soon as I'm supposed to get parts swapped tomorrow or day after. The first response from MY support is that hinge failure is NOT COVERED.

 

Dont bother arguing with them - just direct them to the URL of Chris's post.

http://en.community.dell.com/owners-club/alienware/f/3746/p/19337909/19814636.aspx#19814636

 

Sounds familiar. This has happened to me twice so far. I've had 4 service calls for the m11x, so 50% is good right?

I just waited till they left and put the laptop back together correctly. The latest one that replaced the hinge put some extra long screws into a couple Palm rest holes, up into the keyboard. Lost almost all of my M2x3 screws, so I had to scavenge from another dead laptop I have to put everything back together. He also didn't bother to put the tabs in place on the base prior to screwing it back together, and he didn't connect the ribbon cable to the power button.

He told me that my broken hinge must have damaged something else and that I had to call Dell to have a few more parts replaced.

45 mins after he left, I had corrected most of what he screwed up and called in another call for the parts he damaged.

The first hinge replacement wasn't as bad, but he routed a cable from the monitor incorrectly, which caused the plastic bezel with he power button to bow up.

In any case, some of these techs definitely need to be better trained up on these alienware machines.

Edit:
I almost forgot. . . . The new hinge assembly seems to much better than the original. I hope it holds up for a couple more years, because I'm not too motivated to extend the warranty.

 

Wut... are you saying it's different from the original

 

Yes. When the left hinge failed again on my the Alienware tech told me (phone support) they started getting the new part at the end of January and its supposed to correct the m11x hinge issue.

From what is visible under the bezel, the hinges look the same, however the screen seems to be better aligned and more stable than the last two I've had. LCD is AUO.

I suppose they could have been blowing smoke, and my perception may be skewed from dealing with broken hinges for months, but I'm hoping this is the end of the problem for me.

 

ChrisM is still stating that the new part isn't out there yet. I trust him a lot more than AW or Dell phone support reps.

 

Oh yeah, thats why it was the first repsonse. Soon it was "are you free Thurs?"

 

Well thats just peachy

But it doesn't surprise me. If its anything like the last two, it should last me three months or so . . . Just beyond my warranty. Hope the hinge fix program applies to me as well.

 

thx. yeah. i called them September 2010 the MY support replied its not covered in warranty. Unless premium warranty is purchased (mine is default warranty), and the hinge damage was due to "wear and tear".. i was like WHAT?! how could it be wear and tear i bought it less than 6 months (including the duration of the lappy at the shop. i bought it frm a local pc shop). i referred them to ChrisM and the rep told me it is different. i was so angry i hang up. so i'm asking Chris here now, is the hinge replacement program (HRP) covers us from Malaysia..? to bad if it doesnt. i loved the Alienware brand ever since i bought my very 1st PC Gamer mag way back 2001. back then Alienware was not available in Malaysia. And when AW hit Malaysian shores last year, i didnt took me long purchase the m11x due to its great reviews on the net.

 

Which is why you received the answer you did. The info Chris posted was just 2 weeks ago.

In any case, one thing I have learned about dealing with support is if something appears in writing on the Dell site, I'm not going to argue about it with them. I simply direct them to the link and have them work it out.

Anyway, as Slickie pointed out, what Chris posted about still isn't yet in place. Once it is, I'm sure he'll update his post and let us know here.

 

Im going through this process now and in 2hrs a tech is scheduled to be here. AFTER that when I have successfully replaced the faulty parts you will have precedent in Malaysia to pursue replacement.

I suspect they are treating retail warranty differently. Log into support and check system status. URL will include: "my_systems_info/details"

Dell IBU: Asia / Pacific
Description Provider Start Date End Date Days Left
NBD (Next Business Day on-site) DELL 4/14/2010 4/14/2011 64
POW (Parts only Warranty) DELL 4/14/2010 4/14/2011 64
POW (Parts only Warranty) DELL 4/14/2011 7/14/2011 91
PRIORITY USER PHONE SUPPORT (24X7) DELL 4/14/2010 4/14/2011 64
PRIORITY USER PHONE SUPPORT (24X7) DELL 4/14/2011 7/14/2011 91
NBD (Next Business Day on-site) DELL 4/14/2011 7/14/2011 91

Need to track down my SKUs to see if they match exactly the online ordering SKUs for warranty but if anyone shows differently than the above then that is the problem you and I face(d). Not that I care... this is clearly a defect with a Dell representative stating action plan for Dell is to repair - even out of warranty.

 

hey . my M11x is fine but, i put epoxy on it to prevent this problem. I made a mistake? if I still have warranty? jejeje

i put a Intel SSD and this machine is very fast now


duh. i use google traductor . lol im not good with english

 

Yeah, you did. Several us have been saying - if you have warranty remaining, DO NOT epoxy or self mod the hinges. A warning was also posted in that DIY thread..

Anyway, see what they say later once the program is rolling.

 

Repair is done. Tech was at least familiar with parts replacement for M11x even though he was not aware of a larger hinge issue or what parts are failing - or care.

You CAN requests certain techs in your area at least here so if in Malaysia ask for: Te Chin Long @ CSC

He used the packing foam from unit to cushion system and brought along his own screw organizer (compartments). Did not even glance at the assembly docs or need to. Sweet.

Doubtful this is a new design. Part# 757TW is unchanged from orig sys config. It does seem to have less tension than my original panel and the inspection markings are different so at least a diff person did the assembly this time

Actual LCD is: AUO 105C.
My old LCD is: SEC5441

 

Question. When I tilt my m11x( I carry it a lot with one hand...) I hear noise it's sounds like grinding plastic on teh lower left side of the screen, right next to wifi icon on the keyboard. Is that a hinge problem?

 

sad face....


but now used epoxy remover and now the hinges like new

jijijiji

 

new....but broken!

 

oh? not using the original samsung screen? is it the new improvised hinges...?

 

some people are saying the hinge fix is US only...i hope that isn't the case as i just bought one and waiting for it to be delivered!

 

gh0sts: I dont see that being possible. After a zillion posts in another thread with everyone announcing what screen they have and where it came from I can already tell you it doesn't matter. Parts supply is parts supply. Likely from a SINGLE source as indicated in the announcement (3rd party). With the announcement, fully archived, it will be difficult for Dell to try and make this region specific or they start getting the same bad press that *I* think pushed them to make a move in the first place.

Because my entire LCD assembly was replaced it isnt too much of a shock to me that its using a different panel inside. This is normal... as an assembly the part number will be xyz but individual components may vary inside - at least until a problem arrises. As posted its the same assembly part number as when system was built. I suspect a NEW number will be issued when updated parts are available just to help them track.

 

I think the force required to hold the laptop securely with one hand while tilted is toooooo much. Might be creating your own problem. In any case no way to tell from here. Any loose case screws?

 

This is exactly what happened to me. Part number is 757TW and I changed from SE to AUO.

I am not quite sure if that is New Design Screen??? Anyone?

 

I see no indication from Dell the new parts are available.

 

Just a funny note... went to one of the local retailers and looked at the M11x on display and asked some warranty questions. Lady had NO idea what she was talking about so its still unclear if any difference in warranty vs online.

The main thing though is she says initially that it would not cover screen issues or hinge problem. Then I showed the BROKEN HINGE ON DISPLAY UNIT and she said to not worry - its covered. bleh.

 

Hah, they'll say anything to sell the product?