Fixing the M11x weak hinge creaking/cracking problem. Screen opened!

I guess I'm not clear on what it was that you were proposing to solder in your original post.

 

My hinge appears to have a little bit of play when moved forwards and backwards.. is this normal? Can someone check to see if this is also true of their machine - it's much like the video unreal25 posted (Below) except much more subtle. I'd like to know if I'm heading down the road of a monitor replacement so i could think about extending my warrenty.


http://www.youtube.com/watch?v=mqnhSQA99iY

 

This is exactly how I feel. Don't even have my M11x (Says it's shipping now) and I already regret spending 1500 dollars on something built worse than my Dell Mini.

 

If you're seeing anything like what's shown in that video then no, that is not normal.

 

Like i said, it's much more subtle than what is shown on the video.. it might even be considered normal - i just never checked when my M11x was new. It's only a slight vertical movement on both hinges when I'm tilting the monitor.

 

I used the bad screen for two days. No creaking sound and no snapping hinge. Everything was great.

I made edits to the first post and removed the part about soldering. What pissed me off was that, out of all places that needed to be metal, the screen frame (the thing that supports the screws on the screen) wasn't. I think what Dell needs to do is make the hinge bar and screen frame one piece.

The hinge shouldn't be moving at all. Slight vertical movement means it's either already slightly broken or on its way. imo, since the hinge can easily be self fixed, the extra warranty isn't necessary. Just have Dell replace your screen until your warranty goes bye bye.

 

I can only speak for my two month old R2. It has zero movement of the hinges throughout the range of lid rotation. I can post a video later tonight.

 

The hinge issue is probably less of an occurrence on the R2. Since I got my M11x at launch, consider mine still in the alpha stage lol

 

This fear atmosphere created by lack of information doesn't help anything...
Dell/Alienware should make some official statement in order to avoid being the next Toyota. Anyone can easily find questions about M11x's hinges using google. Check this:

Alienware Club regarding M11x's hinges

Seriously, if even someone from Dell is saying that "a fix was put into place the last week of June", something was not good in the design. And those who got a M11x before July? So Dell will just wait the time and warranties pass from these people hoping that any hinge problem will happen before that? At least an official word (if not a recall!) is necessary.

 

My order began being in production on 6/29 does that mean it will be hinge-aids free? Should we start twittering and Facebooking about it, and contacting Gizmodo?

 

I would say yes, especially those with M11x before July. Nobody would like to have a tic-tac bomb in hands...

 

Dell is notorious for acting slow on its defective models. Take the Studio XPS 13 and 16 for instance. When the screen is fully opened, as a result of it blocking the exhaust vent on the back, the laptop will oftentimes overheat. The XPS 13, for instance, had numerous mobo failures. Another example would be the old Alienware M15. The M15 had a hinge issue similar to the one we are currently experiencing with the M11x. Guess what Dell did about those problems? That's right, nothing (at least not ones that I know of). No recalls, no fixes, absolutely nothing. Like the Studio XPS 13 (a laptop that I really REALLY liked), instead of fixing the vent issue, they would rather discontinue the product.

Are you reading this, Dell? You guys have some of the best visual designs for your top of the line laptops. All you need to do now is fix the issues present on them!

 

I think this is time to stop, no? There is a big number of consumers who purchased espensive M11x machines before July and now eventually have a tic-tac bomb in hands. It's time to use twitter, facebook, alienware club, forums, emails, telephones and start to demand an official answer from the company!

 

Damn, I'll probably wait until 2011 before extending my warrenty.. if my hinge deteriorates I'm certain it'll happen before the end of this year - I wouldn't want to throw an undeserved amount of money towards DELL for poor QC standards and build quality.. geez, even my EEE PC 900 is more resiliant than this M11x which costs thrice as much.

 

I would ask to stick this thread in this forum until hear some voice from Dell/Alienware. It is a way to help those who bought M11x before July and those who are going to get second-hand machines...

 

Ye, that's mine video...

 

Mine is a week old R2 , I ordered on 7/10 and have no play , strange sounds or abnormal movement from the hinges and hope it stays that way

 

Sorry, NBR is not going to promote this as a fix since the proposed fix by the OP would void your warranty.

While I respect the OP's decision to do this on a failed hinge, my 2 cents on the matter, I would never perform this 'fix' on a system covered by warranty. Your warranty will cover the hinge if it should fail.

 

Misunderstanding... It was not my intention to promote a fix that would void Dell's warranty. My intention was to stick it in order to warn consumers regarding the potential failure of their hinges. It would also be a way to press Dell for an answer (but I understand the problem for NBR...).

This is the problem... WHEN it fails... I don't know about the others, but I feel really unconfortable when a company knows about a problem and doesn't say anything officially. The impression is that the company is trying to keep it quiet, but who will suffer when the hinges eventually break apart after the warranty is over is the consumer. Toyota almost destroy its reputation because of that. Nvidia also lost reputation after slow response regarding faulty gpus around 2007. Gosh, I already don't buy products from sony and lenovo... Will I have to stop buying dell now?

 

Cherude... good points however lets leave the car reference out - no need to derail the thread (and trust me, it will spiral off). Since I have no affiliation with Dell, I cannot answer. erawneila (AW Rep who visits the forum), has popped into the main hinge thread and posted. You could always PM him. As to where it all stands at present... I have no idea.

If you want to reply in response to my decision not to sticky the thread, you can send me a PM.

Thanks.

 

My hinge moves like in the video, but not as bad. I'm just gonna wait until it breaks & make Dell fix it.

 

@Cherude
thank you for your support! But, like what batboy said, this fix is only appropriate when one does not have warranty. In response to whether or not Dell is recognizing this issue, the presence of two Dell reps, erawneila and chrisM, has since wrote that Dell is working on a fix. Only time will tell when this will be resolved. Again, thank you for your support.

 

The problem is that replacing it is a short term, and not a long-term fix. It's clearly (another) issue with the laptop design. The first one OBVIOUSLY being that the screen doesn't really close and has zero support for keeping it closed... The hinge is, by (bad) design, too weak to sustain the force from opening the screen.

As for the real long-term fix from Dell, just take a look how they fix other things, like m17x touchpad, m11x fan stuck bug, m11x drivers, optimus, etc etc....

 

Welcome, but I am also interested in the subject since I am waiting an order and had really bad experiences with hinges before (from other company...). You may say that I don't need to worry if I am getting a new one (after July), but first, who knows (?), and, moreover, other issues may always come up, and it is important for me to know how a company deals with past issues and its consumers.

I am not so worry about if Dell is going to fix the problem in the new incoming units. They will for the sake of alienware future sellings. I am more concerned about what is going to happen with the old units if a defect is confirmed (which seems to be the case). It is not fair to say that a problem is over from now on and keep the eyes closed to those supposedly defected units already in the market (assuming that a defect in fact exists). So far, okay, they are covering the warranty and changing hinges. But and after warranty? Would you penalize those who are taking now extra care of their units and may see the problem only after their warranty is over? Are you confortable being compelled to pay extra warranty because of this issue? These doubts because of hinges getting broken that Dell need to address.

PS: BatBoy and jonjonk, don't worry, I understand this thread is not good to be sticked, I am not asking that anymore. I forgot that the original subject was not exactly the hinge issue per se, but a fixing suggestion not covered by warranty. Sticking it would bring confusion.

 

Where did you read that they're working on a fix? Every post I see by erawneila implies that they *aren't* working on a fix. Here are his posts about the hinge and screen from like the last two months:

(tl;dr: they "fixed" the issue already (read: didn't actually fix, since he said that awhile ago, and people with recent fixes still have the problem), and if you have a problem, call tech support...if you're under warranty still)

 

@corwinicre

m11x hinge issues? - Alienware Forum - Alienware Club - Dell Community

I guess you should take it with a grain of salt lol

 

I dont agree.

If one makes a product one hires a stress engineer. (per say )
It is poor manufacturing period.
There is no notebook I know off that says .. only open the lid in the center or the hinge will over stress.

Most issues I have read on this hinge ordeal is from the heated vent side of the notebook.

Somone mentioned Brass screws? good choice ><


Off topic, I'm sure tired of reading for DAYS this website on the issues and how to fix.. to get the M11x working.

It is pethetic how Dell / Alienware did this on this product.
I am so exhausted to reasearch the M11x to see all these issues.

It is like buying a fine care that you consistantly have to tune weekly for the rest of the life of the car.

Good business for themselves.. bad for the customer.

If you don't get the warranty with the M11x I'm sure you will be very sorry.

I'm just discusted that these issues with this laptop / notebook has not been done in testing before live push..

What a flop!

I been wanting this laptop for a long time.. waiting to get the cash together for it and all i read are issues issues issues..

Where is the plug and play?

If it's not a bad viewing angle.. if its not optimus.. hinge issues.. throttle issues.. steam games ( wow ).. changing files for drivers to be adentifying your gpu.. on and on and on and on .. just to use a laptop / notebook?

/confusion!!

This is Alienware.

It is suposed to be The Best!


What happend?

Make a recall. Address these issues.. extend the warranty for the time off for warranty issue/ recall.. And make your customers happy.

WE ARE STUPID to PAY you, to beta test a piece of plastic while you run around in your Hummer singing wth the top down..

 

Why would anyone attempt to open the lid from the corner? It's actually rather difficult to do since there's no easy purchase for thumb or fingers.

 

How do you even open the lid from a corner?

Anyways, I think the cause of metal hinge breaking off the lid is probably caused by uneven hinge pressured when the lid is closed.

 

So, given, "A fix was put into place" [extract from URL within quote above by DELL-Chris M] where would that place owners with four month old M11x with no hinge issues?

What would "A fix in place" be?

Without constructive and concise information, guess we just renew the warranty at the end of each 12 month period for peace of mind unless an alternative is mooted.

But, hay on the flip side, if M11x owners which have hinge problems are like the Borg and all join a collective then maybe all the people with problems have a mutual attraction to this or like written posts and comments by Dell-Chris M saying, "I have only setup two hinge replacements." (6-JUL-2010) seem more balanced.

[DrGoodvibes gracefully closing his lid with due care]

 

It's an issue if 50% of all Dell reps "have setup two hinge replacements". :/

 

why don't you guys just return your laptops if hinges bother you or just sell it just before your warranty ends for resale value.

 

Ah, interesting. Thanks!

To be honest, I suspected eranweila was making it up because it isn't rational that they'd field six months of hinge problems via tech support while denying it was an inherent design flaw, develop a new system (the R2) that includes a new case but disregard changing the hinges, then come out is a fix only a month after the new version is released, but what eranweila said matches with that rep down to the time the solution came out (end of June).

The cynic in me responds that Dell sent a memo to all reps to post that the rumor had spread too far so instead of denying there is a problem, instead say it was fixed, but there is nothing to base that on. I guess we'll see in the coming months if there is a new design and if it fixes the problem.

Of course, everyone who ordered before July--and perhaps some after, too--have the faulty hinge design still.

 

That's easy to say, if you are past your return period then you have a laptop that would unlikely fetch 75% of what you paid for. That's a serious amount of cash to let go because Dell shipped a poorly designed product. If you keep it then you have no choice but to purchase additional warranty for 2 or 3 years as it is only a matter of time before the hinges will let go.

As customers we have been screwed when we bought this model and we're getting screwed in purchasing an extended warranty if we want to keep using it.

Dell's reputation is not for shipping quality systems and when they bought Alienware they just made the brand a Dell.

Honestly, if you are in you return period then take advantage of it and get your money back. If you're looking at buying this model think again as you will only be adding to the bottom line of a corporation who does not care at all for their customers or their own brand reputation.

The only way Dell will understand something's wrong is when people will stop buying from them. Nothing else matters to them.

 

Case 1-)

Unless you are lucky enough to get a wonderful and patient attendant who will just agree to fix or exchange your machine ad infinitum as you wish without discussion, you will sure end losing your time and temper with no certain guarantee that you will get what you want but frustration.

Case 2-)

Unless you don't have any principle and know a n00b guy who would pay a good money for a machine without warranty and with bad reputation, you will sure end losing money plus your time and your temper with no certain guarantee that you will get what you want but frustration.

But hey, you can try sometimes and get at least what you need

 

Well, Chris took down his post. Wonder why. Hmmm...

(Note - I'm the "Mahare" in that other post - that's my username there...)

I mean, our AW guy on these forums is reassuring us. Which is good. However, the onsite tech told me that the hinge quality is poor. Which is bad.

Makes me confused what the real answer is. Eh, I'll see with my replacement computer, should it ever arrive.

 

To be fair, I don't think it is time to accuse Dell yet. At least I didn't see any complaint of someone not getting their broken hinges fixed. I can say by own experience that this is more than some other companies would do. However, they can do better and I also know by own experience that you can't just take it easy in this world. If you don't stand up to ask for your rights, nobody will do that for you. And believe me, companies will also come after you for their rights. Just forget to pay a bill and see if they would take it easy with that...

PS: taking down posts to "hide" previous information is really not a good move...

 

hm yeah..the post did get removed..lol...so i guess the hinge didn't get fixed ?

 

Well, if there really is a hinge error, they should do more than just fix it when it breaks, they should fix the error at the source, methinks.

 

Not there fault?.. how about a recall.. it is after all, there product isnt it
It is not the customers fault the hinge is breaking.

 

I know, right? If they fixed the hinge issue, the M11x would be the BEST small laptop EVER. The sturdiness would rival business laptops!

off topic: Love your profile pic. the look of constipation and anger lol

 

Oh, you mean this one?

 

haha wow how did you manage to save this lost post?? +100000000000

 

lol that tech's latest 'twit' is particularly funny given that he or Dell pulled that post: Twitter / DELLChrisM: First lesson of Social Med ...

 

So given I saw and referenced the DELL-Chris M post that Dell has now removed. (And which thankfully we still have)

What does that mean?

There is no fix? Has "the fix" also been withdrawn?

This reminds me of the Dell U2410 monitor where pink/green tinting became 'normal' on a calibrated monitor with no return.

Now I'm sounding unhinged.

+101 rep slickie88

 

My M11x was ordered on 6/29 and spent about 1-2 weeks in production, I wonder if it will have this problem when it arrives (finally got an EDD of August 3)

 

It develops with use. I don't think anyone has received their laptop broken.

 

I didn't say that... I have just said that at least they are not refusing to fix/change broken hinges. Is that enough? If a defect is confirmed, I don't think so, and I was the first to raise the idea of a recall

LoL. But seriously, when public messages begin to be deleted and technicians begin to criticize the product, something begin to appear rotten in the state of denmark. Not the way to go.

 

Okay so I bought my m11x when bestbuy first started selling them and just recently noticed my left hinge is making that weird noise and movement like the video (I forgot who posted it sorry). Now can I have a tech from dell come out and fix this or am I going to have to send it out (which I don't really want to do). Or am I just screwed? The problem isn't to bad (yet) but should probably take care of it ASAP right?

 

Some conclusions by observing reports of hinge issues in this fórum:

1-) There is apparently a correlation between a noisy hinge and a hinge that is going to break. So, a noisy hinge is probably a faulty hinge.
2-) Both hinges can break, but apparently the left one is the one more vulnerable.
3-) I don’t see any correlation between a screen touching the keyboard and a faulty hinge. These seem to be separated issues.
4-) The events may happen like this: an initially good hinge becoming a noisy hinge and finally breaking where the hinge is connected to the screen through screws into plastic (plastic not holding pressure?).

Anything more?