Just got my M11X R2. Extremely disappointed with build quality. Did I get a lemon?

Just got my M11X and I'm not that happy with it. There's several things I see wrong, some have been reported by others some I'm not sure.

For one the keyboard isn't completely even. The WADS and most of the keys around it are raised then it sags in the middle then it evens out again. It's almost like they crammed the keyboard in and some of the keys bunched up together and got raised. I tried to get a photo of it but you can only see it from a certain angle and I couldn't capture it properly. Is everyone's keyboard completely flat?

On the back side where the bottom of the casing is attached to the base it's completely flush and then one area is raised like someone tried to pry it open. These photos were taken on my phone but as the flash reveals you can actually see the innards of the computer because of that.



Also there's a gap on my screen where the outer plastic is supposed to meet the actual LCD screen. There's a gap where once again you can see the internal components.


I'm thinking about asking for a replacement and if they don't honor it I'm going to return it. I know AW build quality isn't the best considering all I've heard about hinge issues but this is unacceptable.

 

The reason they WEASD keys have more flex in them is because of the placement of the internals below that area prevent there being a way to secure it as the rest of the keyboard is. I doubt there are any M11x that don't exhibit this characteristic.

As for the rest of it. Call support. If they don't make you happy then return it and order another.

 

Oh okay.... so no one really has a flat keyboard? Looks like there's a bump on the left side where wads is.

 

My left side is slightly raised too but I don't have your other problems.

 

Sorry to see your unhappy with your M11X.

Was a new build or a refurb if new do you know where it shipped from?

Chris

 

New build. says GA on fedex but that's the first place it was picked up so I'm not sure if that's where the warehouse is.

 

I don't have any of those issues, and my keyboard is 100% flat.

 

Wow,Seeing this makes me a little worried having one on order. I would have a hissy fit on them and wanting someones head on a platter if I paid over 1200 bucks to get something put together like this no offence.

I'm not sure sending me a replacement would work. I can't believe a tech would send their work out looking like that I could not! Does Dell/Alienware have inspectors to look over their product before shipping?

Please keep us posted on how they handle this.

Chris

 

Sight down the side of the keyboard. I bet you just haven't noticed it yet.

 

Okay, it bulges like .1 of a milimeter, extremely unoticable.

 

got the same gap on top of display

 

I have the same gap at the top of my LCD. It is not normal and dust has gotten behind the screen. But as I've said in other threads, the dust doesn't show up on screen when it's on, and I've been through 4 panels and the Picture Quality on the gapped one is much better than the other 3.

You can get it switched out, but you're also playing the panel lottery.

The crack on the back side, unacceptable.

I'd demand an exchange for a new one. And make it clear, you will not accept a refurb unit. Tell them you'll happily wait two weeks for them to build another.

 

hopefully this won't happen when i order! eek!

 

Return it for another..

I ordered a M15x. when I opened out of the box it was crap. reordered a new one.. second one was also broken right out of box. Dont know if it was Dell or the shipping company..

ordered a M11x and its great =)

 

Send it back. Just received an i7 REFURB and it has none of the issues you mentioned, except that the keyboard does sag a bit in the middle. That seems normals from what others have mentioned.

 

No NOTICEABLE bump in the kb but I did have the left CTRL corner raised after some work was done. This was because the kb was not clipped in properly as mentioned above. Reseated the kb and its been fine.

 

Going to call Dell today. Has anyone done this process before? Do I have to send it in and they send me another one or do I keep it till the replacement arrives then ship it?

 

This isn't possible. The amount of tightening of the keyboard mounting screws cannot cause the keyboard to have a "divit". The lack of a screw under the WEASD keys is due to the fact that there isn't a screw there (CPU/GPU/Fan don't permit one). That's what causes that area to be raised in relation to the rest of the keyboard.

 

I too have a gap at the top of my screen.

The left side seems fine, then to the right before it curves up, you can see the gap, barley noticeable, but it's there.

 

My keyboard has 0 keys raised and is flat from one side to the other. I would be happy to upload a profile picture to prove this - it is abnormal for any keys to be raised or to differ in depth as compared to their adjacent keys.

I admit, after reading through these forums for so long; I feel blessed. My hinge flexes notice-ably, but doesn't creak at all either.

OP definitely got a lemon.

 

actually given the design (flaw?) your kb will never be the same from one side to the other because there is a mounting point on only one side. I agree though that this may not be noticeable. Mine too at least appears flat and I have zero kb complaints.

 

When i first ordered my m11x it didn't even power on! I called dell they offered a tech or 4 weeks for a replacement.... i called back demanded a exchange and they sent a new m11x 3 days later with a shipping label to return the old m11x. I would demand an exchange if your not happy.

 

i assume you tried to charge the battery?

 

Yes i did. plugged, not plugged battery was fully charged.

 

did you unscrew the base cover to see if the battery was fully plugged in?

 

Same keyboard flaws. I fixed the dip where the screw is around the H key with a small piece of paper placed between the frame and keyboard. The ASDW keys are slightly raised because there is no screw to pull this area down. Since this area is slightly raised, these are the same keys that are used to play games with, the oil from my fingers will transfer from the keys to the screen. I keep my microfiber cloth over this area of the keyboard to keep the oils from transferring to the screen.

 

Being a tech myself thats the first thing i did, check if anything came loose during shipping. Check battery memory modules and hd, all were fine but i reseated them anyway. Very strange issue indeed but my suspicions was either a bad mobo or power switch. Either way Dell was very helpful on my exchange and i'm very happy loving the new m11x. Dropped in a ssd and its blazing fast.

 

This is human error, nothing else.

Also, this is definitely incorrect. I just took the whole thing apart 4 times in the last 2 days.

The keyboard has 4 screws, two along the top underneath the LED/power button cover, and 2 screwing in the opposite direction from underneath the battery (as swatter mentioned, around the H key for one furthest right, closer to the A key for the other - this actually provides a LOT of support - and the most flimsy area/most keyflex will occur in the bottom right of a properly installed keyboard). The thing is, though, that these screws, underneath the keyboard itself, come from the opposite direction. If they attempted to screw them in from the top, keyboard side, they will not go in and you will strip the threads. Or break the screw mounts on the opposite side of the palm wrest. This is probably what happened, then the tech just decided to throw the screw away because it didn't "really matter." This is just the nature of entry-level work.

Again, if the keyboard is messed - this was not a design flaw, it was an error made by a tech or by yourself when the kb was installed.

In regards to the actual OP's computer though, replacement immediately. KB specific errors is as easy as taking it apart and putting it together.

 

Actually the two screws under the battery that secure the keyboard to the underlying chassis shelf are located at the upper left hand corner of the H key and the upper right hand corner of the L key. There's no screw anywhere near the A key. So from the H key to the retaining clips on the left hand side there is nothing securing the keyboard. The W and E keys are right above the fan and that, coupled with the lack of a securing screw in that area is why there's flex only at the WEASD area. This flex leads to those keys being raised. There is no flex in the bottom right-hand area of the keyboard at all. Pretty simple.

Why would anyone put those two screws in from the top? And why would you presume that's what happened in the OP's case?

 

Maybe some diff between R1/R2... I think in terms of R1

 

I'm on my second M11x and decided to stick with it. I must agree that the build quality is far from good, but I'm paying for the performance and not what it looks like. If I wanted to show off, I'd get an Apple. I want to game though.

 

Given the fact that the CPU/GPU/Fan are located in the same location - left side of the chassis - and the fact the screw locations are the same then no, I don't think there's any possibility that there's a difference between R1 and R2. Since the R1 was released people have noted the flex in the WEASD area of the keyboard. There are accounts of it all over the place here. It's nothing new.

R2 Keyboard

R1 Keyboard

 

Both of my R2s had the keyboard flex and I've seen many others with the same problem, so I think it's a pretty common occurrence.

 

My point was that there is a difference from one side to the other on kb mounting... but that this does not mean your kb HAS to have "flex" or be noticeable. Someone else commented about the KB mounting so I suggested that maybe the R2 was different to explain their observations (which appear to be incorrect).

For those noticing a difference between left and right on the kb it is because of where the mounting points are. Check slickie links

 

I'm reading so many problems here it's terrible!

 

I'm crappin' myself now after reading all this. My R2 has just left production today and now has a status of shipped. Will be interesting to see what the keyboard and general build quality is actually like when I receive it.

 

i'm still deciding whether to get it still...most likely i will.

 

This is not a common thing... all issues to one person. So relax buyers! Enjoy the system!

 

well i'm getting a replacement. should be here in 7 days.

 

Thats good news. Are they letting you keep and use the crappy built one till the replacement arrives?

By any chance did they cut you any deals to keep your business?

The reason I'm asking is because mine will be in soon and this has had me a little worried. I know every one gets a lemon sometimes even from the best money can buy. I understand they can't account for components failing from time to time. But in IMO this is something that could be seen and should have been caught before it got to shipping.

I do carpentry and mechanical work. Anything I do gets looked over real good and tested to the best I can. I take pride in my work no matter what it is I'm doing. The M11x they sent you shows that somebody or bodies took no pride in what they build. I hope once they get it back they use it as an example of how not to let one of their machines head out to shipping.

Heck my 300$ Asus eee had better fit and finish. Sure the AW can beat it down all day long and half the night. But it should still look good while doing it as well for the price.


Keep us posted on how round 2 goes. I'll keep my fingers crossed they send you something you will be proud of.

Chris

 

I received my m11x r2 a couple of days ago with very similar issues (mine was a refurb), I have the same separation in the back on 2 hinges, the 3rd is flush - I think mine may be a little more than yours.. and also the separation on top of the LCD but not as bad as yours.

However - right out of the box, the left front light doesn't come on. How in the world did that get past people and get shipped?

Not to mention all kinds of errors on boot, and the sound is way wonky...

Called in today and will be getting a replacement as well, but I was told 10-15 business days

All I asked for was to extend the 21 days for a refund, in case the 2nd is also a lemon, since it'll take so long to get here... but they wouldn't.

 

Yes they are letting me keep the unit I have for now. The rep told me that once the new unit arrives he'll give me a few days to look it over to ensure it's in satisfactory condition. Once I verify that he'll email me a prepaid fedex shipping label and I'll send the old unit back. He emailed me the order number and all that jazz so I can track it until it gets here. He was actually surprisingly nice and helpful so I'll definitely give him good reviews when it comes time for that. They didn't try to cut me any deals and I didn't really threaten to return the unit for a full refund. I'm not sure if that would have made a difference at least in my case because I bought my M11X on a website for $777. That's already a pretty good deal for the R2 so I dunno if they would have offered me discounts/coupons.

In regards to the build quality, I was indeed surprised. I'm not really complaining about the overall quality of the computer, although compared to apples products they don't even hold a candle, but this computer looks like it was butchered before it came to me. It's so bad that I'm not even using it while I'm waiting for the replacement unit, I just repackaged it. Make sure you do a thorough inspection of your computer when you get it. Some people may have told me I'm being too nit-picky but when you're paying a premium price for a laptop you shouldn't settled for anything less than the best they can offer.

I'll keep everyone posted and good luck with your unit. Hopefully you get a good one!

That's unfortunate. I hope no one gets my unit as a refurb unless they fix it up. Hopefully our second units will be better.


Edit: Just to add on to the list of things I found after I posted thread.
The hinges are actually uneven. The space on the right side is definitely greater than on the left side and the keys on the left edge of the keyboard barely light up. That may be normal though not sure.

 

Hrm, I was told I couldn't get an order number, or email, or anything other than a case number (which cant be used to track anything online) for a few days.. wish I had your guy! I dont even know what I'll be getting in exchange..

 

No point comparing to macapple products... or Sony... etc. Either they have their own issues, lesser performance, or costs more. The similar Sony in this market is double price for base model - but it sure looks nice.

Otherwise I have to agree you guys got a raw deal since the systems didnt even meet their own standard. The hinge design is just crap but everything else is pretty good imo. Had a look at the Toshiba and HP's yesterday - "bleh" at a higher price.

 

Yea I realize that. Not turning it into a comparison thread, just saying that it's not the quality of the overall product I have an issue with, just the defects with my system in particular. Hopefully us first time lemon buyers get a better system next time.

 

Thanks, I would not say you are being nit picky but me I'm going to be nit picky. With the 3 warranty I have dropped 1218 bucks into my build. I ordered it with the extra warranty before the post was made saying they will fix the hinge problem out of warranty I figure I'll keep it at least 3 years because my eee has been good to go for 2 1/2 years and just started having issues but I'm using it know.

For 1200 bucks I expect a notebook PC to work good and look good. If it looks like a 2year old put it together and a hammer was involved I will assume it works the same.

Let's all hope we all get what we paid for one way or another!!!!

Chris

 

Got the replacement unit two days ago and everything checks out. All of the flaws I've mentioned are fixed. The gaps on the back and the monitor are no longer there and the keyboard is flat. I really wish I could capture how bad the keyboard was on the old M11X. It was so uneven you can see it from any angle without even looking down the side. Needless to say I'm pretty satisfied now.

 

Thats great glad you got a M11X your happy with.

Chris

 

Mine hasn't even been sent yet, nor can they tell me what I'm getting :/ However, this is positive news so I hope I'm just as lucky!

Congrats!

 

If you saw my other thread, I had a similar thing just happen. Mine was missing screws on the front, had something rattling around inside it occasionally (maybe a screw! But I couldn't get to it) and wouldn't sit flat on a table.

A quick call and they are sending me a brand new one, and said I should get it tues-wed next week, it was a 'rush' order and would be shipped overnight. They did give me a case number but nothing else, so I emailed them this morning to try to get more info so I could at least track it.

Bummer, because outside of those three things, the thing is awesome.