Good Dell service experience with M11X

Since I posted about some bad experiences with Dell service I wanted to acknowledge the excellent service I just received.

A year ago as I was putting off getting my broken hinge fixed my hard drive crashed. I put it aside and grabbed a used Lenovo X301, which is a very nice machine. I finally called Dell just over a week ago and had to be a little persistent to reach someone who knew about the hinge issue. I figured I'd find a replacement hard drive and install it after the hinge was fixed. One of the standard questions on the return sheet was if I was OK with them doing a clean install of Windows if necessary and I was happy to say yes. Well, when I received the M11x back this morning it had a clean install of Windows 7 Pro on a new larger hard drive! Along with the completely new top, replacing the badly scratched refurb top that I originally bought, has put me in quite the happy mood.

 

I'm glad you received such an outstanding service from our depot. Thanks for sharing your experience!

 

I need to send my M11R2 in for a broken left hinge also.

I still have till November for the extended warranty coverage expires.

I would like to replace my solid state drive with the largest one that will work with the bios along with a fresh install of win7.

How do I contact someone that knows what is going on without getting a runaround?

Much thanks in advance!

 

Even though my experience didn't lead to a successful resolution with my M11x, Dell was able to still allow me to return it for credit. The support is very good IMO, one of the best!

 

I would like to share my experience with Dell/Alienware`s awesome service recently.I had an R2 which I purchased around July 2011 and the hinge broke around last year.I never really though about fixing it until I saw your post.I contacted Dell through email and waited without any response from them and I though they`ll not gonna bother fixing mine.But! to my surprise,they sent me a box from FeDex to return my M11X R2 a couple days later.The process was quick as well,I got the box on Wednesday,dropped it on Thursday,they got it Monday and call me by phone to confirm the repair.The next day,Fedex showed up in front of my door with it.The whole LCD,lid and hinge looked like brand new.They even repasted and clean the whole inner thing I believe,because prior to sending it,the temperature of the GPU are around 80C,but after I got it back,it will hover around 60C something.

TLDR; Alienware`s customer service is awesome!!!

 

The Alienware M11x R3 was probably my most cherished computer of all time. I regret selling it off.

 

I've had my hinges replaced twice without any protest from Alienware. The second time it was replaced I was out of warranty, and Alienware had closed the book on all hinge replacements, however, the helpful customer-service agent processed my ticket and passed it without any hassle. Good service.

 

I just had CPU heating issues and Dell/Alienware support got it diagnosed and fixed the next day. Outstanding experience all around!

Sent from Tapatalk from an increasingly expensive smartphone

 

dell service was best ever,
have r1 since a few years and now r3 few months ago. after a while r1 hinge start bounce and made large gap . after giving a call to german support center
technician came next day at 12 oclock and changed whole display with hinge into a half hour. this was pretty cool, thought they only change hinge you know like economic measures and so on. technics guy was really friendly and professional.
it turned out in the past he lived a few months in the same dormitory as i do lol.

dell support rulez !

 

Just an update - got a friendly and prompt reply from our Company Representative that "we have no stock of hinges unless system is still in warranty". This reply came approx. two weeks ago (~10/1/2014). Grateful to know but sad.
My own thoughts are - its not the hinge, its the over- carbon filled lid molding material (think cheap). Think " Nylofil" (SP) or a glass/carbon fiber filled epoxy ($) molding material. Now just let those little brass guys pull out!