List of Owners of M11x That Have Hinges Damaged or Repaired Already

I am lucky, I have an exemplary service person in the area, we actually got to be friends somewhat, but I built all my own computers so its hard not to want to do things myself even still!

 

So just to be sure-- you are calling AW support, right? Not Dell? I was under the impression that the AW support was pretty good while Dell just doesn't really know how to deal with these machines in any good way.

For the record, what's the AW support #?

 

I would only use Alienware support... I referred to him as "Dell" but... that is who they send for both here.

 

RE Video of M11x opening/closing

Funny, I had this up on an iPad the whole time I was working.... let me tell you, the screen cover is a LOT harder to get off than it looks there!

 

From the Alienware Support page:
For Service and Support call 1-866-287-6727

I finally got through to them today. They are sending out hinge #4 and told me that if this one fails I will get a refund/replacement request "opportunity" which I'm assuming means I can request a refund... hope so! Love the system, but I love a free-ish upgrade too... especially when it gets me away from a repeat problem.

Oh,... and regarding the question about nvidia drivers, that thing in my signature is ancient, like from when M11x R1 first came out... forgot about it being there.

I'm gonna leave it though, because I don't want them to stop releasing new drivers

 

wow zlog just got to be very special treatment with special reminders for us that this laptop is great but the hinge is dragging alienware to the ground. hope they address this real soon

 

didnt see this thread till tonight but add me to the list, had my hinge replaced, funny thing is, the whole top lid is fully replaced so im sure that dell is losing alot of money on the replacement, especially if you take into account that the new lid has the three wires whereas my r1 originally only had two.... wwan here i come

 

three months after first replacement (#11 on the list): Hinges failed another time, second replacement: display plus hinges

 

Lol, I'm on my fourth m11x as we speak. My very first m11x had the hinge problem. Second m11x, the technician in Northern Virginia stripped all my screws on my backplate, plus one of the screws wouldn't go in at all. My third m11x, they upgraded me to an R2 - it's screen was so dim on the brightest setting it was comparative to high brightness on the first two laptops I had (not a power setting issue, GPU/mobo issue).

...and now I'm on my fourth, a refurb m11x R1 (opted for the older one because the R2 got three hours of battery life out of my use vs. six hours on my R1's). Lol, this fourth one doesn't sit flat to the ground, the left side of the laptop makes a creaking sound EVERYTIME I pick it up, and the power button light doesn't show white.

Ugh, I love this laptop so much, but the QA at Dell is totally dropping the ball. That, or the build quality on this laptop is just straight shoddy. I think I take the prize home as "Unluckiest m11x Owner on NBR". FOUUUUUUR - and another one because I don't feel comfortable keeping this one either...

If there's a Dell rep lurking these boards, they better come talk to me quick because as quick as the replacements have come, the tech team is pretty weird at answering e-mails depending on the tech you get...

 

wow that is unfortunate but it got to show that m11x would be a super hit if this hinge problem was dealt very early on its early release claims but i guess until now, that would still remain one of the wishing list for the next year 2011

 

Hi! I also have a problem with my m11x R1, bought it last year July 2010 as a birthday gift. I was really amazed of it and had no problems but after a few months of using, the alienfx/keyboard lights is no longer working they no longer light up and then I also have problems with both of the hinges they seem to be cracked and my m11x no longer closes properly, I have to push it slightly to close.

I'm from the Philippines by the way and bought it from one of the computer shops here, any suggestions on how or where I could probably get this fixed? THANK YOU!

 

You're in luck! Cpt.Zero can stop by and give your hinges a look.

I think he's stated that Dell support in the Philippines is rather spotty, but I would pursue warranty replacement first.

 

nope not so lucky now, i am here in new york already hehehe

just got here last november and might stay for good hehe

but it is really very hard to get replacement in phil. but for me, i have rather make the DIY fix to excuse myself from the hassles of calling and making time for the replacfement that is not a reliable option. i might have a big hinge breakdown on a very important week or date, i rather be sure than sorry hehe

but replacement is really the best options if you have the oppposite reason than mine. i hope dell would be making announce ment soon

 

Update: I sent my two R1's back and still have the R2. On the phone right now with Alienware/Dell to send this R2 back and possibly get a refund. =( After a minimum of 5 calls to tech support averaging at 1.5 hours each = 7.5 hours of my life I won't get back + really bad lemons, I think I tapped out. So unfortunate, the specs in this form factor were perfect. Too bad build quality is as good as a Lego structure coming from a kindergartner...

(Should have photographed the three m11x's right next to each other, too. Poop. >_<)

 

Well got mine repaired today after it getting progressively worse over the past 6 months. It was so bad the bottom of the screen had cracked and the hinges had totally come separated. Called Dell 2 days ago, techy came out this morning and in half an hour i had a brand new screen... awesome service imo (im in Aus btw).

Im thinking of extending my warranty because its likely to happen again though

 

As much as it pisses me off, I'm probably going to. Still don't know if I am going to have the funds or not to explore a class action option if they don't at least extend the warranty on hinges for all owners for 3 years, free. But if they don't fix it, and I do get the intended funds, then I'm going to seriously consider it

 

i would not say hard. challenging perhaps. but with the right buttons pushed, you can get a warranty replacement in less than 2 weeks

i know this since i had my whole lcd replaced under warranty after i got the registration transferred from the americas to asia-pacific

and in all that time, my unit never left my side.

i brought my m11x into the service center so they can photograph and document it, then i went home with the unit. when the part was available, they called me, i went back in and waited for the unit servicing to be done and viola, i went home with a brand new lcd screen

 

yeap i second you man. this is really serious stuff. what's the best option right now is to lift the expiration of all m11x and continue to accept repairs for free for the hinge issue until they issue an official statement of what are thier stand regarding the hinge problem.

 

good day< if i already did the DIY fix on my hinge, would i still get a warranty claim for my lcd? i just want to have an LCD that has a WWAN on it. some say some LCD replacement got a WWAN antenna on it hehehe

 

Probably the only way to know is to try it.

 

list is update. hmmm i guess i will gonna give it a try

 

just called alienware support yesterday to arrange a hinge replacement. Like others, it started with a squeeking noise and progressed to complete separation of the left hinge. Also like others, it go so bad the screen separated allowing the backlight to be seen, and dust is now inside the lcd plastic cover.

Have to consider an extended warranty now...
how much would it cost to extend a one year warranty to 2 or 3 years after ownership of 6 months?

 

Not sure exactly, I think they quoted me $179.00 for a two-year CC on my M11x...

Only pennies a day-

 

I bought a m11x laptop a week ago, and i never paid attention, but I noticed a gap in the right hinge, and I can see some of the wires. It closes a bit forcefully, and doesn't line up exactly with the bottom when closed. None the less, I do like the look and feel of this laptop. And, well, there is no other competition to the build quality, and balance of portability and power in the M11x. I'm sure though, that my M11x will experience the hinge cracking, screeching, moaning, and breaking within a few months time. Actually, can anyone give me a rough estimate on how long it takes to screw up?

I do want to keep this, but should I consider returning it? I have until Jan. 21 to return this laptop. Should I consider extending the warranty? I have a 1 year warranty. I expect to use this laptop for another 2 years until it just totally starts failing me. Unlike desktops, there's not much you can do in the way of upgrading.

How does Dell's repair system work? Do they give you a brand new laptop? Or does a technician just come adjust the hinge? Do you have to wait till the laptop is messed up before they actually do anything? If it becomes messed up, do they just put a new screen on? Do I need an advanced warranty instead of a basic warranty to get these repairs? Do new replacements or screens continue to have these problems? Is the pain and/or trouble worth it?

 

Return it. Keep returning until you're satisfied. That is the only way Dell (or any other mfr) will get the point that they have crap QC or build control.

 

I'm not talking about a broken product (not yet I'm assuming). My M11x is just fine, but there is a gap in the right hinge. Should I return it, or is there not much hassle in just getting it repaired?

 

Haha. If you wanna vie for "Unluckiest m11x Owner on NBR". That's just my experience, and I am probably an extreme case. Speaking from that experience, I would assume if you called they'll send an in-home technician.

I'll give them this - they send replacements and in-home techs QUICKLY. But after some thought, I can't help but to speculate that they are doing this because they know of some of these problems and they're trying to make up for it. ::shrugs:: They did trust me with three replacements in succession; I had three freaking m11x's in my house. I think I'm just pretty salty because I really wanted it to work out...

 

Ugh... Reading that post is giving me a bad feeling... This laptop was actually a second choice to the Acer Aspire TimelineX 4820tg. The Acer was a 14" ultra thin/light, ATI 5650, and i5 2 GHz processor. but, it was out of stock everywhere, then I stumbled across this, and was instantly impressed. Small and portable (if you don't care about portability, imo, you shouldn't even consider laptops), AND decently powerful. Processor kinda slow, but nothing overclocking can't fix. (The Acer was still my first and perfect option) It seems that NO ONE was selling a 14" and under laptop, with good battery life, gpu, and build quality. Ridiculous....

But, I LOVE this laptop... Grr.... Why can't some company make the perfect laptop: An Acer 4820tg in an Alienware M11x body...

 

All I'm saying is this. If you find this laptop, specifically the R1 iteration, at $599 or below, I'd say bite on it if you really can't resist. I wouldn't take a brand new R1 unless it was for free, but if I were shopping for one again I'd go for that sort of deal. As much as the R2 is tempting, the battery life and Optimus really does kill that deal. The performance enhancements are paltry. Lol, and as said millions of times in this thread, the build quality is not really trustworthy.

If only Dell reps were reading these posts...

 

My M11x that's only a few days old has a gap on the left hinge (when looking from the front). It was there since I got it. Could this lead to the hinge issues? There is no creaking, and I heard Dell may have fixed the hinge issues a few weeks ago.

 

From what I've read, you should be OK until the hinge actually makes a 'clicking' sound when opening/closing or you see the hinge to base component physically start to pull apart.

There are many M11x with 'wonky' alignment and etc without any hinge mounting issues. My M11xR1 has a monitor lid which is every so slightly lower on the left side than the right side when open and looking at it from the front. And there is a slight gap between the left lid hinge component and the base component. Right side is flush.

But 'touch plastic', no hinge issue 10½ months in. I must be almost an Alpha Uber hinge monkey by now.

Yes, you wouldn't be an M11x owner if you hadn't heard a rumour that Dell had fixed the hinge mountings. It's a rallying cry to gather the faithful and sure up new buyers. Dell has become very good at it.

Like so many other things that are to good to be true, it wears off after a while and then you're left just sitting around wondering where you'll get your next 'fix' from.

And I'm wearing my "I take sweets from strangers" T-Shirt. Dell must have seen me coming a mile away. skip, skip, skip.

 

Agreed. Based on what we've seen reported here over the past 7 months from owners, uneven gaps - the left and right gaps where the back of the lid and the back of the base meet - are very common and not necessarily an indicator of imminent hinge failure. It's more just evidence of a sloppy design.

Squeaks and creaks are also nothing more than than. It's noises that sound like plastic grinding or clicking that you need to worry about.

Soo... where was it that it was reported that Dell has done anything regarding a fix for hinges? If it wasn't a statement from a Dell employee who's NOT with sales or support then it's complete rubbish. Dell seems to think it's quite acceptable policy for sales and support staff to continue to make false claims regarding this issue in order to pacify owners who are requesting repair service or people asking about it in pre-sales queries. These Dell representatives ARE aware of the issue and will tell you whatever they feel is necessary in order to get that sale and bolster their monthly quota. It's been going on for months and it's quite evident that there's zero concern about such behavior on Dell's part.

 

So just a quick list of my replaces.
Screen which was on purchase was replaced because of white dot on it.
Second was replaces because of hinges problem
Third was also replaced because of hinges
So now I’m on forth screen, and I can say that it’s going to die soon…

 

Now my m11x isn't even loading the operating system! Days new too! It says: Cannot detect a boot drive, Please Check Cable Connection! ?

 

they didnt fix it yet... dell just officially announced that they know regarding the hinge flaw and working on it... until now no official stand on what they do about the hinge issues

 

does anyone know if I can easily fix this myself, or something dell has to deal with? It can't detect the internal hard drive (which is the boot drive). I checked in the bios, and it does not detect the boot drive.

 

Wrong thread.

Call support and have them troubleshoot.

 

hmmm do the m11x r3 coming?

 

I heard that Dell had fixed the hinges from a variety of sources.

Cpt.Zero, slickie88 found a discussion on Dell's support forums that revealed that the hinges were fixed on the M11x R3, but I would guess that we have a few more weeks until the R3 is really announced.

 

A little off topic for this thread, how did the panel turn out?

Back on topic: So far so good on my hinges...

However, I did go ahead and buy the Razer Kabuto mousepad. And I've been using it for a screen protector/keyboard cover. I know others have mentioned it. I don't know if having it between the panel an keyboard is going to exacerbate the hinge issue, but I'm sticking with it as a screen protector/keyboard cover anyways.

 

Careful with the Kabuto. When I sandwich mine in there it ends up being a fulcrum and for the lid. Ideally you want something thinner.

 

I didn't get my panel replaced since I wouldn't expect a replacement to be that much better. After getting past my disappointment with the panel's absymal vertical viewing angles, the screen can really be quite good. Color reproduction is good and the vibrance is good enough to make the display pop. The poor vertical viewing angles do usually make the top and bottom of the screen washed out and make the display's black levels seem significantly worse than they are.

Nonetheless, this panel will more than suffice for the next year or so. I'm selling this before my 400 day warranty is up since I don't want to take chances with the shoddy quality control (and I'd rather put the extended warranty money into a new system and thus new warranty). Very well-rounded system either way. I'm sure I'll get by .

 

I haven't read this whole thread, my hinge was replaced the first time in September of 2010, A replacement battery and bottom panel came today and im waiting for someone to contact me for a second screen/hinge replacement. The person i spoke with this time around said they would be replacing the display, hinge, and top cover with an updated model. Has anyone heard of this or is he just blowing smoke?

Thanks,

Kaldon

 

We've heard plenty of claims like this from support and sales representatives over the past 6 months and those claims have all turned out to be false. We've heard from Dell representatives as recently as a couple of days ago who /would/ know of any such developments that there is not yet a fix for the R1/R2 hinge/LCD assembly.

Is it possible that the left hand and right hand aren't on the same page? Possibly. But I rather doubt it based on what we've been told and Dell's track record for making such false claims in the past for no other reason that to placate owners who have had one or more hinge failures or to reassure potential buyers that it's fixed.

Don't believe it until it's "official".

 

ive recieved 1 new laptop and am currently waiting for parts on my third repair to this one in 6 months ive owned it..Love the laptop but this has made me think very hard about purchasing another from the company..im scared to use it half the time because i dont want it to break anymore..
M11x-R2

 

Got an R2 on order due to be delivered the 19th (naturally I'll be out of town on business). Be interesting if it actually came with a revised hinge,display, and top cover compared to my R1... no more homemade hinge fixes...

That being said I'd be SHOCKED if it actually was different

 

Got my LCD replaced yesterday...we'll see how long this one lasts. First one lasted about 6 months with very minimal usage....sad really.

 

Then I can almost guarantee you won't be shocked. You have as much chance of hinge mounting failure as anyone else.

And you couldn't wait for an M11xR3?

 

Docsteel, the R1 and R2 really aren't that different in any aspect. The only differences are the rubberized lid (which is a matter of preference) and the Core i5 and i7 processors, but performance isn't drastically increased with either one. It might be better to cancel the order and wait until the R3 is released since you already have a R1 .

 

Oh I know. I had planned on getting an R2 at some point, but I suddenly had to get a small laptop, and an R1 was available by retail. So I got it and had the hinge problem, voided my warranty in the process. In the process I decided to use the machine for work and thus needed a warranty so the R2 proceeded. I also do some stuff with VMWare and the R2 fits the bill on this particular point better. I also plan to sell it to some lucky NBR person when the time comes to make room for the R3 (assuming there is one)