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

Currently i'm in denmark and when i was visiting one of tech shops i found alienware place:
http://dl.dropbox.com/u/5020311/DSC00761.JPG

You can see 2 m11x at bottom left corner. You know what? One of them was with broken hinge, lol

 

does the hinge issue affect most of the m11x?
and also how much does this thing weight?when still packaged or in the box

 

tsk tsk tsk, displaying a product with a broken hinge is such a shame

 

i have heard about 12 pounds (or 5.45kg in the metric system).

 

The M11x itself is about 4.5 lbs

 

that 4.5 pounds (2kg) is part of that 12 pounds so 7.5 pounds is the box, padding, power cabling, manuals and discs.

 

Come on... where on Earth are they supposed to get an m11x without a broken hinge?

 

hahahahaha

 

Just catching up on these thread and screen issues. My m11x also has these issues, it is slowly ripping itself from the computer it seems and the screen is constantly getting smeared with oil and it is almost pointless to even wipe it. I'm worried about the possible damage to the computer inside as well, as it has been rather sensitive to minor movements at times which crashes the computer.

Here's the problem though, I'm in Japan. My parents gave me this laptop as a gift for X-Mas, and it cost a great deal just to SEND here. I use this for graduate studies daily. I'm trying to get a hold of the information now, but I've hesitated even asking them about this problem so I didn't seem ungrateful. It seems that I'm not the only one having this problem though, and it's getting worse and worse.

I'm still sorting through the data here, but what can I do here in Japan? I don't want to be without my research data and computer for months, as I've heard about Dell's speed in repairing problems from many other friends who bought computers with problems or needed repairs...

Help

 

does this affect the i7 version?

 

You are BY FAR not the only one having this problem.

There is a Dell Service and Support department in Japan, please find the phone numbers below:

0120-198433 (Basic)

0120-912737 (ProSupport EU)

Most likely, they will send the tech specialist to where you are staying and replace your lid/screen module with a new one, which would eliminate the hinge problem at least for some time. The arrangement and the repair process shouldn't take long at all - no downtime for your research.

Heh, you might be even lucky you are in Japan - I heard that their techs are really skilled and responsible for what they do.

Respect goes to you for taking care for what your parents feel. It is truly an admirable quality.

Cheer up, mate - everything is going to be just dandy! The best of luck.

 

ALL M11x's are effected in that the potential for failure is there. Not sure how this could be missed. The problem is not related to the processor in any way.

If you are living abroad and if at all possible, check your local Dell resources or the ones nearest to you... then contact Dell. Might be surprised what can be done... I think Dell is in Japan so you should be able to transfer the warranty.

 

Just today my hinges broke all the way open and snapped (almost) all the way off, hanging on by only the cables connecting the screen and the main computer. One of the metal plates snapped out of place after a plastic support broke and I had to manually twist it back into its proper position to get it back to the creaky semi-normal still broken but functional state everyone else is in. Hurray for faulty products.

 

Time to make that call!

Today I got the post service survey... low marks from me in some responses but I did use the comment boxes to explain why. Its simply due to not having the updated design yet. Not pissed about that, just wasnt able to give higher scores based on the questions asked.

 

I have noticed that M11x is now back on display at the local BestBuy store, last time they had the laptop displayed it had a broken hinge so even they must think the hinge problem will soon be a thing of the past.

 

when did you purchase the laptop? how long had you been using it?

 

Ok...I'm worried!! Have anyone send in their laptop to get their hinge repair since their tech stripped their screw or messed up when trying to replace their hinge?

Now, that is what happened to me last week. So, tech called dell to have me send in my laptop for repair. I've received a box with prepaid to send it in. So I've dropped it off at fedex and was told there was no receipt since it is a prepaid drop-off box. A week by, I received no email or confirmation on the status of my laptop. I've checked online and it only show the order for the box for my laptop to be sent in to get it repair.

Does anyone know how long it will take them to get my laptop fixed because I need it badly for my work?

TIA

 

If I ordered one today would I be likely to run into this problem?

 

That's unknown at this point if it will have a problem or not . However most the hinge problems have shown up with at least 6 months of ownership. With the extened warrenty for the hinges even when the standard warrenty runs out I would have no Qualms about ordering one today. This is a great little laptop, you will be happy to be a owner.

 

Hey man,
The tech that was sent to my house was a complete buffoon and my M11x ended up going to the repair depot. Pretty much everything you wrote, I did; sent the M11x with the pre-paid packaging through Fedex (on Friday of last week) and received it today...so, in my case, Dell kept their word and got it back to me within week (give or take a couple of days).
I wouldn't want to make you worry unnecessarily, but Dell contacted me through my phone and email and gave me regular updates as to the repair and shipping status of my M11x. I would suggest you call Alienware Tech support and ask for a situation report.
Good luck!
As for the rest of you folks...my hinges, monitor and keyboard were replaced, hinges are perfect right now, zero contact with keyboard and no noise. I just hope they won't fail me again!

 

Yes. All r1 and r2's are currently rolling off assembly lines with the faulty hinge design according to Chris-M, dell rep on their service board. He also mentioned that the r3 will be the first production model to feature the redisigned hinge. I would not expect to see a new hinge build on a production r1 or r2 prior to the release of the r3, if at all.

The silver lining, as you probably know, is that dell has promised to repair all m11x's afflicted with a hinge issue regardless of warranty status.

 

The question is will Dell fix the r1/r2 hinge issue with the new redesign hinge or will they just fix it with the old school fix for free even if warranty runs out?

 

Read the posts - its been answered already: NEW design or part but obviously with OLD parts in the meantime

 

About 5 months ago. I haven't really taken it anywhere, and it hasn't suffered any drops or anything to speed along the process of the hinges breaking. Just a piece of crap @_@.

 

I have just had 2 live chat sessions with Dell Sales rep's in both Australia and USA. Both reps assured me that if I were to purchase a M11x R2 today, that I wouldn't have to worry about the dreaded hinge issue as the problem has been fixed. This information is in conflict with what has been written so far in this thread. Who do I beleive ??? According to sales reps, the R3 won't be ready until Intel fix up their screw up with the Sandy Bridge architecture and I don't want to wait forever. It's all very confusing, perhaps Dell sales reps have been told to just push the product, knowing the hinge will be fixed whether under warranty or not ?

 

So my hinge has been fine in my R2 since I got it in early July until about a month ago. It's hard to describe on paper what is wrong with it, but overall it has gotten kind of loose and the screen wobbles when I move the laptop around, but when I open or close the lid, once I get passed the loose point it gets really tight and creaks, and feels like something is going to snap inside.

I know there have been lots of issues with these hinges, and I don't think my experience is unique, I'm just a little worried my hinge isn't going to last much longer before it becomes completely unusable, and I'm wondering if we know yet any general time frame that we can expect Dell to start offering repairs with the new hinge design?

 

THIS VERY THREAD answers the questions. Sometimes many times. Start with the first post

A bit of reading beyond that nets you:

 

That point you are talking about is probably the max open point. Its only going to open so far. When you feel a slight resistance, dont force it open further.

If it is broken or loose or anything else which seems to be wrong, CALL DELL. Posting here is not going to correct an issue if one exists. If the "screen wobbles when I move the laptop around", you should be calling support.

 

I realize that there is a point which the lid will not open any further, but that's not what I'm describing. I'm saying that the hinge has a little bit of give to it, it's not tight like it used to be, like the very top of the screen (where the webcam is) can move forward and backward about half an inch to an inch really loosely, and it is even a little wobbly, but once I try to go past that point in either direction it tenses up and creaks and feels like something is about to snap inside. I would call Dell, but I am waiting for the new hinges or for this hinge to completely break before I do anything about it.

I realize this, and I apologize for my laziness, but the first post was made almost a month ago, and I'm not about to read 23 pages just for a simple answer.

 

Quick reminder to all - forum rules -

I've removed a couple of posts and just want to be clear on something. Just because you do not agree with someone for asking a question does not mean its open season and time to unleash the dogs. No more inflammatory posting.

------------------------------------------------------

Also, just to clarify, post#1 will be updated if any new information is posted - either here, by Chris or over @ the Dell Community forum.

 

The issue you describe sounds similar to another hinge issue I had with a dell Inspiron 1720. The screen became quite wobbly after a couple of months. I found on this particular model that you could pop off the plastic caps on top of where the hinges were and tight the screws with a small jeweler's philips screw driver. I also added some of that heavy duty Loctite compound to the threads and they never got lose again! Sorry, but I haven't actually got my hands on a M11x yet so I can't say if it is of similar design or not.

Cheers

 

The M11x hinge has a very different design.

 

Yeah, just done some hunting around... has anyone carried out the repair detailed in this video ? YouTube - M11X screen fix
To be honest, I've had hinge issues on every Dell and HP laptop I've owned (That is 4 laptops). They have all come loose and required mechanical repairs from myself. After looking at this video though, it appears to be a very different design to what I've had in the past. The best hinges I've found are on the Lenovo X series. Those hinges stay nice and firm from day one, maybe alienware can learn from them.

 

Quite a few people have done that DIY fix. There's no need to bother with any of that now that Dell has stated that they're going to fix hinge failures outside of warranty.

The earliest R1's purchased with 1 yr of coverage are just about out of that coverage period. We're going to see how what Dell has stated about out of warranty coverage for this very soon since the number of reported instances of hinge failures is as steady as ever.

 

Adding to the above: the link in first post takes you to one likely location said announcement may appear. That is one link you might want to monitor for updates as it is not sure if anyone from Dell will make official announcements here.

I'm quite sure BatBoy will be good about updating the first post linking where/when required to whatever source when announcement is made.

 

I'm the next one . Waiting for the tech man with new lid to my laptop . R1 - used from 6 of November .

 

I just received mine back from the repair depot, I had a broken antenna wire. My screen is the AOU, I think it likes better, the hinge seems to be tight but not too tight. My wifi connection with a Intel N-6300 went from 150mps to 300mps. All in all a week went by, I think I came out ok. Only time will tell.

 

The LCD assembly I had replaced was significantly less tight that my original one. One would hope for some level of consistency in aspect of the design. Sloppy...

 

I think this is intentional. A stopgap measure they would try before resorting to new designs.

 

I think it's poor quality control and not intentional based on conflicting reports about tight vs not.

 

I got the M11x as soon as it came out so my warrenty is almost up. My left hand hinge broke a few months after receiving it so i got a technician out to replace to lcd.

A few weeks ago the left hand hinge yet again started to pop out so i though i'd get it replaced asap. Technician came in today and replaced the screen again.

It was never mentioned on the phone that the issue was going to be addressed in March regardless of my warrenty state, if i'd have known I would be waiting.

Should have checked this forum before hand!

So will I be able to get the hinge replaced again in March when they make it official even if my hinge isn't broken by then?

I can already tell that this screen I had put on today is gonna go again somewhere down the line...feels just like the last 2.

Cheers

 

Most likely. I was making leaps that the replacements were gonna be less tight - but with only yours and mine its a bad leap to make

 

You could be right in that they did make changes at some point that might very well not be seen consistently in all replacements. We'll never know..

 

Just bought my m11x few days ago. Man oh man did I hear an earfull from the dissatisfied poor souls due to the notorious hinge problem. If dell only fixed this one problem, the m11x would be exponentially better.

Here's what I'm gonna do:
-be very careful by opening lid extremely slowly every time
-leaving lid open after I power it down
-limit m11x use to mainly within the house so I won't have to expose it to any lid opening and closing often

This way, I sincerely hope my hinge will be safe.

 

Unless you are completely without Dell service why on earth would you do that? USE it... if hinge fails they will replace. Simple.

In fact it may never fail but you actually DO want failure after new parts are in the channel so you get the better(?) design.

 

What GNandGS said.
Just use it. If it breaks, get dell to fix it for you.
Unless you absolutely need to have your laptop use able 24/7, I don't see why you should be so careful about the hinge.

 

i agree. use use use use the lappy

why buy a laptop and act like you are walking on broken eggshells when you are using it?

 

I'm guessing that you will have to send in your M11x to get your hinges fixed? I wouldn't image that they would have dell reps come around to every owner that asked (especially if your warranty is up). Just got mine replaced two weeks ago. I am guessing that my hinges will start to give way as soon as the warranty ends in June. I would hate to have to send it in for this small problem.

 

I would tell them that is not an option and have them send a tech with the part

 

Wasted 3 hours trying to stop them from transferring me over and over again, I finally got a hold of someone to talk to.

Turns out Dell screwed up my order again and it got canceled. But my account was STILL being charged $766.16. which means I'm going to need to call them on Monday again to ask them what the hell they are thinking.

I also asked the dell Alienware rep on the phone about the hinge problem. He explicitly told me that this problem has been fixed "since the cooperation of Dell and Alienware", and that "the materials used for the production of this laptop is now good enough that the hinge problem won't occur anymore."

I am having a lot of trouble believing that. He even guaranteed me that the hinge problem won't happen. I called them today (2-18-2011) just so you guys know. I literally just got off the phone with him.

I'd love to believe him about the hinge issue, but only being on this forum for 5 minutes will make anyone realize the obvious reality of how bad the problem is.

The good news is I have a chance to back out if I want. The hinge issue is honestly make-or-break for my decision to get the m11x laptop. Believe me, I want to get it, but I am NOT about to buy a device that is going to break on me no matter how great it is. What do you guys think?