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

So I've had the oil from the keyboard show up on the screen when opening the lid, however it passes the paper test.

I assuming it may be from when the screen is compressed in my bag during travel/school, as it doesn't occur at home.

Should I still be worried though about the hinges? I was kind of hoping that since this M11x is fairly new (Dec. 14th) that it would be better, but maybe not...

 

The consensus is that the problem of oil from the keys to screen is just a bad design where the screen touches the keys that are raised too high. My m17x-R2 does this a bit, not much, and no hinge problems there.

 

Ditto Docsteel.

Me have him M11xR1 long time, aye. Before even dream time.

Him having no hinge problem.

Me have oil on keys all time. Him get on screen too.

Me just wipe and walk away.

Going walk about now.

 

Just had my second replacement screen today due to the left hand hinge having problem with it.

First one lasted feb to august, this one lasted august to now and now im on my third one.

Each time though Alienware tech support have been brilliant, and ive always had a next day replacement screen and in this latest case the screen was replaced within 22 hours of the call been made

Phil

 

Even in crisis there is a bright side.
For most people the replacement experience has been handled quite well by Dell/Alienware.
You get the odd replacement not going well, but in general I read the replacement has been done promptly and effectively.

Some of us haven't even had hinge mounting problems and yet others are getting theirs replaced every four months or so.

Interesting.

 

This brings up a good point. What is causing people (like me) to get failed hinges every 3-4 months. People who have good hinges have the same design as the bad hinges, there must be some pattern of events that is causing this failure.

My friend has a r1, got his a month after me. I am on my 3rd hinge, he is on his original hinge. His laptop is scratched and beat up, mine is perfect still. He uses the alienware case (the one with the fan hole in the bottom) and I use the stock sleeve that came with it. I do have a Kubotu mouse pad between my screen, he does not. But his case does not allow his lid to close all the way either.

I open mine in the morning, close it at night. He opens and closes his several times a day.

There must be a factor here that is leading some to fail time and time again for some people and to never fail for others.

How many people are leaving somthing between the screen have failed hinges?

 

It's quite possible that some percentage of replacement LCD assemblies are pulled from refurbished stock and have hinge posts that are already weakened. Purely speculation on my part, but how else are we to explain the increasing number of owners who have had multiple replacements?

This increasing trend of owners with multiple failed hinges is alarming and should be of concern to everyone, whether you have a 1 year warranty or 5 years of coverage. Replacing defective parts with a part that likely has the same defect is wrong on a number of levels and that where Dell is doing wrong by their customers.

 

Ah alright, a bit of a pain but I guess nothing a microfiber clothing can solve.

 

Over time contact with the keys will lead to permanent scratches, especially if you do something as crazy as bagging it regularly.

 

If that's the R3 in the picture rather than just a R2 with Verizon LTE added, it looks like the screen may suffer from similar poor vertical viewing angles.

Edit: wrong thread.

 

An update after a month and a half of using this laptop:

Just now, when moving the lid, I heard a soft pop coming from the left side. Also, the laptop lid has always been a bit wobbly; at the 90 degree angle the lid easily wobbles back and forth if I were to lightly tap on the screen.

 

I've mentioned this elsewhere, but I am convinced this is due to the original diagnosis of misalignment, putting stress on the hinge where it screws into the lid behind the bezel. I think this misalignment DOES contribute in some cases to more oil residue being picked up on the screen for folks with oily skin like myself (hey, but I look 9 years younger than I am - heh).

I say this because according to Dell records my unit was built and sold to a retailer back in the first batch. Out of the box my left hinge squeaked, an did a weird kind of vertical movement, and it would squeak when opened up starting about 1/3 of the way from full open.

So, rather than fight Dell, I decided to do the hinge fix myself with epoxy (on Christmas day no less). When all was said and done, my hinges no longer squeak, no weird rolling, etc - but...

The lid doesn't quite close evenly now, with a little hangover on the left side, but very little... only those aware of an issue would ever even notice it... the other thing is the lid seems to not want to stay as snug when shut, so when I pick it up the lid moves open a touch.

The real issue is that the hinge covers REFUSED to come together and close, so now I have a 3mm gap on both.... no big deal to me really... but we like perfection eh?

On the plus side, I feel liberated because now I KNOW how to deal with this outside of warranty.

To sum up, I feel positive that this is a combination of a bad design combined with some process issues in assembling the base unit with the hinge alignment, making it easy to get off. If you don't have alignment issues to start... odds are you won't have a problem UNLESS you force it open a lot and cause breakages where the hinges screw in.

The interesting thing is the epoxy I used is made to flex.... it gives a very good feel on the lid now, it just feels solid.

EDIT: Another thing, the mountings are just too small and weak for the unit... the screws are tiny, and the plastic is just sooo weak. Had they used a strong plastic here there would have been no issue for many folks. I suspect some people have problems after a time because the side of the screen gets struck and causes a break in the plastic mountings.

Not to alarm you, but I think the cracking is a plastic ring rubbing where its broken and fallen into the hinge itself; if you shake the unit gently around and little bits of black or white plastic come out that's almost surely it. The wobble I would think is due to the play now of uneven mountings... I would wait till it's really bad then make Dell fix it, preserve your warranty. As DrGoodVibes menioned elsewhere, I think one issue to is the cable that snakes up for the monitor through the hinge cover on the left, and if the hinge is not aligned properly it causes the odd movement in the hinge for some folks.

 

Add me to the list. Had it for seven or eight months.

 

Docsteel, I have three years on this system (beginning at the end of last November) so the warranty is not an issue for me.

 

Three years on an M11x? Color me impressed...

My point is in the end it is better to let Dellienware do the repairs and maintain the warranty... I have three years of CC on my M17x-R2, and the warranty is part of the reason I chose Dell over other vendors; I would never DREAM of doing a hinge fix on that rig. Yeah, other lines are cheaper and in some cases more powerful.... but the horror stories of people waiting weeks to get a simple part make me shy away.

 

Well if need be, I can use a microfiber cloth to cover the keys while I'm traveling with it I suppose.

 

Been a while I didn't come to this thread, damn the list have growned

Anyway, I will join the list soon, or maybe I can consider myself in already.

Both hinges are now cracking all the time I touch the screen, the screen is no longer perfectly aligned with the bottom part of the laptop and I have this unmistakable "it's gonna break soon" feeling.

So for information:
8 months of almost daily use for both work and personnal activities.
I have been more than careful with it despite the fact that I'm travelling everyweek a lot and transport my m11x in a Targus 13" backpack.

Gonna call Dell as soon as I have a bit more time at home.

 

mine got busted as well after 5 months use (right hinge was totally destroyed).. I bought this in the US so I had no choice right now but to have it repaired here (I live in the Philippines). Do you guys know if I can still ask Dell to replace the broken parts when I go to the US?

 

Here is a funny little story in this thread of headaches. I decided to order the M11x knowing full well about the Hinge issue. I'm hoping that a solution will be found within this year and given to all M11x owners. If this hope does not pan out, I will contemplate the purchase of an extended warranty at that time or a possible self fix.

But anyways... I'm becoming tangent man.. let me get back on course. So last night after I made my purchase and went to bed, I had a dream of my son using my new M11x right when the dang hinge breaks.

Mind you, this is my son who is the "unlucky" one. He was using my Gateway when the DC adapter failed. He is the son who got into an accident with our new car driving do his campus. The list goes on and on...

Well needless to say I woke up with a little chuckle, because I know full well he would have believed 100% that it was his fault when/if the thing gives way...

And if this dream proves to be prophetic, I will then have to make the decision to "Pretend Angst and Misery" or to quickly let him off the hook...

 

thats what dell 's been missing here. this product would be really great if they just make a serious move to make a fix as soon as possible.

 

Question: My hinges have been fine but I do open and close it a lot so I expect them to eventually break...

When they send a tech out, do they replace the entire screen and bezel?

 

The entire lid, panel and hinge. A.K.A. the LCD assembly.

 

Ah, that's good to hear then. Thanks.

 

I'd be fine with having the LCD assembly replaced every once in a while if it's simple enough to do myself. I don't want the idiot Dell technician in my area handling my M11x every few months. From what I've seen, it's not exactly a 5-step process to replace it. But since the parts aren't pre-assembled in the factory, the technician builds a LCD assembly in an environment that isn't dust-free, making it seem almost impossible not to get something behind the screen.

Alienware/Dell doesnt care enough to actually fix this problem after a year despite the repair costs, so maybe I should just return this.

 

The LCD assembly is sealed and the replacement comes with the hinge already attached and ready to be bolted to the body.

I've got one coming Thursday.

 

So you're replacing it yourself? Thats what I'm planning to do when my hinges break (I can already feel them in the process *sigh*). Did you ask for a Samsung panel? Think you can make a video of the replacement process. It seems like it might be easy enough.

 

Did yours break too?

Maybe someone will get their wish and have a calibrated monitor other than an AUO.

Did you ask the naughty tech monkey if the hinge mount had been fixed, forcing them to support their statement with facts, thus disproving there is a fix yet.

There must be a pretty big pile of broken plastic out the back of the Dell offices by now. Move along, nothing to see here!

Am I one of the few people left a Dell representative has not visited. I feel neglected.

When one buys an M11x you should be introduced to the engineer who will fix you M11x when it breaks, I think that would give the whole experience a human touch.

Here's your M11x and my name is George and I'll be your support engineer and will see you in four months to repair your system.

 

Oh man I'm bummed on mine. The Razor Kabuto thread had me experimenting with whether it was okay to use it as a keyboard cover or not.

So while trying the "Not" mode and leaving my M11x closed for the first time in months with nothing between the screen and keyboard, I lift up the lid to look for any oil marks or scratches -

Not seeing any, I shine a light on the screen and look at the side, and sure enough, there's several dust particles under the glass

I expected it with the gap between the lid and panel above the camera, but this thing has been sitting on my bedroom desk since it arrived as a replacement for my original, so I was hoping to stretch the life out.

So here's my dilemma:

The panel itself has by far the best vibrancy, deepest blacks (even over the one I had professionally calibrated) and PQ of the four I've gone through so far. I can't see any of the dust unless I strain real hard and I can see one. So I know, I'll never see it when gaming. Unless gaming with sunlight glaring down, but does that ever work on any rig? Of course this still drives me nuts. But, I don't know if it's worth swapping out for another panel that might have not as good PQ.

The other dilemma and how it relates to here, is that it's been my experience between having two panels switched out on my original machine and getting a complete replacement, that the hinge issue gets way exacerbated with a panel switch out.

On my last panel replacement, the tech couldn't even get the split that comes across the back to close right. That prompted trying again and stripping an internal screw that would've required it to be sent back to a factory repair center. That being an official 4th repair, by their policy, entitles one to an exchange of the same model, so that's what I did.

And when it arrived, I noticed right away how much tighter and sturdier the hinges were, and so far they're still holding up.

I don't know what to do. As of now, I figure I'm going to try and live with it as the risk of possibly getting an inferior panel and/or accelerating the hinge issue, or potentially creating one when there's a slight chance of one not being there before -

might not make it worth the risk of a switch out. And as far as whether a panel replacement makes it worse or not, I'm sure the ability of the tech is a huge factor in this. And my guy, while cool, because he told me about the exchange after 3 repairs rule, doesn't give me confidence in his workmanship based on previous experiences. And he told me last time, he's the only tech in my area, so....hmmmm

So, like I said, I'm leaning towards trying to live with it until the hinges eventually do break and take care of it all in one shot.

I also thought of having the panel replaced, and then have it exchanged until a proper one came through or the hinges could be better, and then if it took 4 times and still no good, request another exchange. But that's a lot of hassle for dust I can barely see on a panel that came out of the batch as one of the better ones.

Ahh, but it's still frustrating. I've been enjoying the machine so much and just having a blast doing such powerful gaming on such a small rig, but this just takes me right back to "Dell's horrible corporate quality control" I was playing on it so much, I left my G73JH-A1 feeling like it got dumped for someone prettier.

You go on the Asus boards and you can find plenty of threads on the G73 series with numerous real problems. But you know what?

I've had mine since May of last year and it's been completely trouble free. Just a beast of a machine that chews 95% of new games up and keeps cranking. Not. One. Issue. I had a GPU repaste as preventative measures, but even before the temps were always way within spec.

But my M11x? Hinge issue, panel issue one after the other. And it's even more frustrating that the continued problems are only with the panel and hinge and the rest of the rig is solid, because it just underscores the potential of the rig that can't be tapped for fear of needing another repair.

It just goes to show that no matter the make, model, configuration or brand. Buying a notebook, especially a gaming notebook, is a F*%@in' lottery. Period. Not even Clevo or Sager can escape it. It's a lottery. Believe it

If anyone has any other ideas, I'm down for input.

Thanks and Cheers

 

Mine's being replaced due to the scratches from the keyboard that I've been living with since about September. They've gotten progressively worse and I'm tired of holding off for Dell to tell us what their plans are for a hinge fix. I figure I'd rather get it replaced now and see if it will last the remaining 150 days I have on warranty. If it fails after that then I'm done with it and will just move on to the next notebook.

In the attached photo you can see the permanent scratches left by the keys and the hinge cover. They extend the width of the panel and start about 1/3 of the way down from the top of the screen. For the first couple of months I used various items to protect the screen - the cloth insert that comes with it, some thin foam that displays are shipped with, my kabuto briefly, etc. - but to be honest it was a pain and I stopped using anything around August or September. It didn't take long for scratches to appear afterward.

My M11x is with me at work, which means it's opened and closed 12 to 20 times a day. I'm OCD about keeping the keys wiped off and free of oil and dust and I'm also in the habit of carrying it by the leading edge so as not to compress the lid in any way. The scratches are from it being bagged every day.

My service call shows that I've got a Samsung coming, but we'll see if that ends up being the case when the tech brings it out. Here's how it's listed:

LIQUID CRYSTAL DISPLAY..., 11.6HDF, WLED, TLF, SAMSUNG

 

You can add me to the list. Purchased my R1 from Best Buy last April and right out of the box noticed that there was a bit more of a gap on the left side and keys left marks on the display every time it was closed. Have been using a dry dusting cloth to keep it from getting marked up, but the hinges have gradually been getting worse with the clicking, creaking, and snapping sounds and I think they're ready to break off soon.

I've had a service call open since October, but have been putting off sending it in since I use it every day and it's a major inconvenience. For some reason they won't send out a field tech to repair the Best Buy units and they have to be sent in to the repair center.

I am very upset with their customer service, especially after finding out this week that an R3 version is coming out and that the hinge issue HAS been addressed on the new model, while they still do not have a fix in place for R1 or R2 units. I have escalated the issue and am requesting a refund to be used for purchasing an R3. Not holding my breath, but seeing as how this is a defect in materials and/or workmanship, may be pursuing a legal action and filing a complaint with the BBB if this doesn't get settled to my satisfaction.

 

Who has two thumbs and just has his screen replaced.... THIS GUY. Hinges were starting to get noisy and the screen wasn't lining up quite right with the bottom anymore. New screen looks alright but I think it may be refurbished as there is a little bit of a gap up above the camera where the glossy screen cover meets the black. Will have to see how this one holds up...

 

Hope it works out for you.

For everyone else who ends up having their LCD replaced, make sure you look it over before the tech installs it. If it has defects then request that he arrange with Dell for another one be provided before he leaves. Don't settle for junk replacement parts.

 

I'm not to concerned about the tiny gap at the top. The original screen also had a slight gap there. I'm just happy the tech that arrived was competent and qualified.

 

Sorry to hear the monitor has been damaged due to design flaws.

I hope the new one is OK and doesn't lead to an extended tale of woe as we've seen with others.

I super cleaned my screen to remove all the ectoplasm and then angled it against natural light and Damn... it's still crystal clear.

Thought I'd better 'really' check as I do get marks all over the left side of the screen.

Then I caught myself moving the monitor lid back and forth, looking and listening for any tell tale signs or sounds. How sad is that.

True, I see my M11x being phased out(over time) by a custom built desktop and a dual core smart-phone.

Dual core, with Quad core(potential) mobile phones arriving on the market soon.

• ARM Cortex-A9 1.2Ghz+
• HD 1080p encode and decode
• 3D video playback in HD
• HD 1080p video-conferencing
• Low Power 1080p playback at 350mW
• Integrated IOs including HDMI 1.4, MIPI and LVDS display ports, MIPI CSI-2 camera, Gigabit Ethernet, Multiple USB 2.0 and PCI Express

​

And it doesn't have hinges!

Don't get me wrong the M11x concept was brilliant for it's time, it was just let down by design and build quality.

 

LOL - you are such a funny man...

 

I can write computer code on a wireless notebook and ride a uni-cycle at the same time. And NO!!! There won't be any videos!!!!

I just popped over to the Dell M11x hinge forum and had a look see.

m11x hinge issues? - Alienware Forum - Alienware Club - Dell Community Page ten(10).

For a second I thought DELL-Chris M owned an M11xR1 and his hinges had failed, BUT NO!!!!

I've fallen for miss-inturupting DELL-Chris M comments before and I'll not make the same mistake twice. I said, I'll not make the same mistake twice... Doh!!.

DELL-Chris M just cuts and pastes other peoples statements into his own posts. And on this one he's not indicated anywhere it's NOT his comment other than the signature of insayne_kokane at the bottom.

For a second, I thought someone had hacked his account.

Anyway, short story, people are still requesting what Dell means by "We are still working on this". (Re: M11x hinge mounts)

And Dell has thus far remained silent. 19-JAN-2011 14:29


Update - Extract from Dell forum.

Dell customer comments in dark-red.
Dell reply in blue.

Why is it that Dell thinks it acceptable policy for sales and support staff to tell buyers and owners that the hinges have been fixed when this isn't the case? This has been going on for months now. Why is that being allowed to happen?
[DELL-Chris M] We have tried to stop it. But we in Support really have no control over salespersons. 16 Jan 2011 3:07 PM

What is going to happen to those of us who were assured that the hinge was fixed when they fail again OUTSIDE of our warranty periods?
[DELL-Chris M] We are still working on this. 16 Jan 2011 3:07 PM

 

LUCKY!

Mine I had to show the YouTube video of Alienwareservices M11x teardown!

 

The gap above the screen is not normal. The first 3 panels I had were perfectly sealed fine right above the camera.

Then my replacement unit arrived with the screen gap but I liked the PQ so much I kept it. But now, there's major dust under the screen. Can't really see it where it counts so I'm trying to live with it. But beware. That gap will get dust under your screen.

As for a dual core mobile phone, I like gaming on my IPhone 4 fine (Galaxy on Fire 2 is amazing), but I want buttons and controls still if doing serious gaming while traveling or on the go.

 

dell... what a corporate move...

thx i think we will be seeing a class suit by the time the m11x owners warranty expired.

 

I contacted Dell the second time for hinge failure again weeks ago.
The part/tech never called.
I called this morning and was told the part was out of stock.
Got similar respond that R3 will have this issue fixed.
spent 300 dollars on 2 years warranty hoping now I can wait til R3 comes out...

 

Where are M11x's manufactured? I've recently made some new friends in China that are big ups at Foxconn and other companies where many major electronics are assembled or made. I'm tempted to ask if they know anything about it, but I don't want to look stupid if they're not made there

 

I think Quantam manufactured Alienware computers a few years ago, but I'm not sure if that's still the case now.

Edit: Whoops, that might be wrong.

 

My almost three week-old M11x looks like it might have a broken hinge in a few weeks. It was like this since I got it (a brand new R1). Here are two pictures:

In the first picture, on the circular part of the hinge from the side, the top half and bottom half are slightly misaligned. This is only on the left side, not the right.



In the second picture, you can see the gap the left hinge should not have. Note that I can't really move it horizontally, though I haven't put a lot of force intro try as to not damage it.



Are these telling signs of a failing hinge on a new system? This didn't develop over time, my system was like this since I got it less than three weeks ago.

 

From what I can see on the pictures, they look fine. There are few videos on youtube that you can check out (search for "M11x, hinge") so you can see how it behaves when it's broken, or its about to be.

 

Can it be bigger? And less focused.

 

reminder of forum rules concerning images -

 

Sorry, I posted from my iPhone. I didn't realize how big they were, I could have swore I resized them. I'll resize them now.

 

My right hinge doesn't have that gap, though. It sort of looks like an almost broken M11x hinge, but it doesn't behave as so. Do most M11x systems come with the same issues as in the pictures?

 

I have ordered the hinge part as reported in the earlier thread. The ship date is not until the 4-2 have ordered the part with the WWLAN cables to save me having to pull it apart on arrival. Will be intresting to see if they have in fact "fixed" the problem......

 

Gaps ¹ between hinge swivel and the left and right base mount pertaining to alignment and alignment of the monitor lid, mean nothing.

You're not going to die because you have a pain in your side or your joints creak or your leg looks a bit wonky today.

You're probably dying when parts of your insides are hanging out of your body, parts of you body have been severed or you're coughing up blood in a load disconcerting way.

The M11x hinge mounting issue is similar.

• You'll hear load clicking or metal to metal rasping sounds as hinge and plastic mounting post separate or tear themselves apart from the retaining screws.²
• The monitor lid back and front sealed plastic cover will separate at the point where the hinge is attached and failing.
• There will be noticeable movement on the failing hinge side in compression and expansion (open/close) as the hinges are no longer securely attached to the monitor lid. Do not force the monitor lid to check this as it'll be obvious when it happens.

There is nothing you can do to stop this happening under normal warranty coverage and normal accepted use.

Opening the monitor lid to check the hinge mounting supports inside, risks further damage and the chance of foreign particles getting inside your screen or that you may not be able to re-secure the monitor lid surface joins again.

I'm not sure there is any early detection available for hinge mount failure as the failing parts are sealed inside the monitor lid. And besides, even if you knew, what are you going to do anyway? Call Dell today, tomorrow or next week? Early hinge mount failure is just subjective.

Just enjoy your M11x and when the hinges noticeably fail call Dell/Alienware and have the monitor lid replaced.

It's almost a standard call to Dell with M11x notebooks now and as I understand Dell has no problem replacing the monitor lid when the hinge mounts fail.

Six months after Dell acknowledged an M11x hinge mounting issue Dell has not responded with a solution. Read into that what you like.

I have not had a hinge mounting issue thus far. All my diagnostics written here, are based on what I have read, logic and the nature of physics.

¹ - Gaps appearing between the monitor lids sealed surfaces where the hinge mounts are attached, is a problem. This may mean a broken hinge mount is forcing the monitor lid apart.

² - There will always be a small amount of sound when opening and closing the monitor lid due to the nature of plastic and the friction of the hinge mounts. Notability a small squeak at the start of the action of closing the lid. This should be discounted as a problem. The overall action of opening the monitor lid should be smooth with no lateral movement and no noticeable constant 'clicking' or rasping sound.