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

in my case, i had the unit opened and the hinge repaired with epoxy. i still complained to dell/alienware and despite this, they went ahead and replaced my lcd and hinge. kudos to dell/alienware for this

 

the question is :

Would you buy again Dell/Alienware ?

 

If they at least extend the warranty on the hinges? Probably.

I'm still considering an M17x because it can be Crossfire/SLI'd and most importantly, has one of the best displays on the market. Which is my primary reason for moving into that from my G73JH-A1

 

m11x? Most certainly not.

 

No, in fact I just got budget to buy about 5 new machines for my office, and we're going custom, instead of buying from Dell...

It's not just the m11x, this past year has been terrible in Dell quality, but the m11x was the straw for me.

 

I am holding my purchase of the R2 until they release the next statement regarding the hinge issue. I was wanting to buy an R2 but got doubts. Have to stick with my R1 first and wait how this issue will play out.

 

Just had my second LCD replacement done. Bought my r1 in April, had the first replacement due to hinges in June. Left hinge ended up much worse after first replacement. Not that optimistic that this 2nd replacement is a permanent solution.

 

Well. I complained enough so they shut me up by upgrading me to an m15x.
just keep pestering them. E-mail corporate if you can. Do whatever you have to do. The hinge issue is inexcusable.

EDIT: Also. Do NOT message me asking what e-mail address I used. I WILL NOT respond to it. Google is your friend. Or common sense.

 

Ah... you're such a helpful chap! Why you even post on this forum... I'm sure Google has all the answers. *sarcasm*

m15x is a good replacement - just quite a big bigger but at least it's more powerful.

 

I posted that because someone already messaged me looking for the Dell corporate email because he "wants an m15x". I'd honestly RATHER an m11x, but with the hinge issues that is impossible. But it's also illegal on these forums to post corporate e-mail, am I right?

And I see you are a fellow Fallout fan!

 

Not sure if it is illegal but probably best not Incase people start bombarding with e-mails saying you gave him a M15X my hinges broke I want one!
Out of curiosity though what warranty where you under I wonder if having an extended warranty would alter how they treat the situation?

 

I think this is a good option for many that welcome having the m15x even though its bigger.

 

Perhaps I've misunderstood your exact meaning, but Xalgon's issues with his M11x's were pretty severe and drawn out. That Dell decided that it warranted an upgrade to keep him happy shouldn't be construed as their adopting it as a common policy for the M11x's hinge issue. I would think that's (understandably) going to be an extremely rare occurrence.

 

Yeah, plus they (m11x) still seem to sell well. If I were to choose swapping for another laptop, I'd rather go with some kind of Latitude of similar value. m15x is a great exchange too of course, its just not very portable.

 

now here is a clearer view of the culprit design pics courtesy of Luna Tech

 

Who is Luna Tech?

 

You hit the nail on the head. It involved three times with the tech coming, opening my first rig to find damaged parts inside, and having the hinge break on two machines. I'd honestly prefer an m11x with stable hinges to this to tell the truth.

 

hmm the redesign is picking up grounds in the poll.

might submit again series of suggestions lol



and



and

 

got mine replaced back in 2 months ago.
since it replaced, the screen is working ok but making noises still when closing the lid.

not going to bother asking dell but planning to get extended warranty for my machine. =\

 

I was planning on doing this too but why should we be forced to pay extra for an extended warranty for a faulty hinge design that is totally not our fault? This will not solve the underlying problem and Dell will not be getting my money to buy an extended warranty.

I know Dell representatives read this forum and us M11x owners are still waiting to hear on what will be done about the hinge issue!!!!

 

I really want one of these machines but can't risk the money. It seems if they run out of faulty models then you will get a fault free m11x finally. Here is a chat log with dell. names have been changed deleted to protect the errrr... innocent!

Session Started with Agent
paul: " I like the look of this system but am afraid after hearing about people having hinge problems on notebook review. Has the problem been fixed and if not if a new case fixing the issue is created within the warranty period and my hinge broke would my laptop be upgraded to the new design (not internal spec cpu ram etc just the case)?
Agent : "Welcome to Dell Chat Sales, This is ******, your Dell Sales Advisor. My email address is ********. Hope you are doing good."
Agent : "Hi"
paul: "hi"
Agent : "Hi"
Agent : "Usually we hear such problems."
paul: "can you answer my query?"
Agent : "Our Technical team will work on it."
Agent : "If you have accidental cover we will replace the hinge."
Agent : "or the broken part."
Agent : "and under the Standard warranty 1 yr collect and Return service."
Agent : "Damages will not be covered."
paul: "ok if the hinge were to fail say 3 times would i be able to get an exchange for a different system of equivalent value if im still under the warranty period"
Agent : "Do you mean if it is broken?"
paul: "yes if the hinge were to break 3 times as i have heard some people complain of, could i exchange it for a differnt model of the same value?"
Agent : "I am afraid, no"
Agent : "If you purchase Accidental Cover."
Agent : "the it will be replaced with the new Hinge."
paul: "what if a new model comes out and you no longer have the same hinge in stock?"
Agent : "If it is not available it will be replaced with a new model."
Agent : "equivalent"
paul: "as dell has said it is aware that some customers are having issues with this model are they prepared to offer me a longer warranty period of 2 or 3 year with no extra cost? if they did I think i would buy this laptop and take my chances that a new model would replace the current.
Agent : "I am afraid, no"
Agent : "It is not possible."
paul: "ok thank you for your time I will wait until the technical teams report there findings and make revisions if nothing else can be done"
Agent : "Thank you for contacting Dell Sales Chat. Have a Nice Day."
Session Ended

That gives people with a 3/4 year warranty hope I guess!

 

Wait I was under the impression with my one year warranty included I could have the hinge repaired if it was to break, it seems that conversation is saying otherwise?

 

Yes, if you are under warranty they are going to repair it - any failure is addressed by the warranty. The only exception would be batteries - batteries are only covered for 1 year - regardless if you have a 2, 3 or 4 year coverage period.

As for the 'accidental cover' I am going to guess the rep misunderstood the op and was thinking it was broken due to a 'accidental drop' incident.

For one, the rep was a sales rep and NOT a support rep. IMO, he was thinking $ale.

 

I worried a bit there haha thanks for clearing that up.

 

I have a 1 year warranty and my hinges were replaced (after an annoying and lengthy wait of 1 month, but whatever).

I'm just worried about the "after".

I don't want to play extra money to Dell for something that is a manufacturing defect. Yet I don't want to throw this 1,500+ machine to the garbage.

What are you guys going to do?

 

I would of extended regardless of the hinge issue so I will still extend.
Not sure what they will come out with to fix the hinge issue or at least try to make up for it, time will tell!

 

i just wish they would make our christmas merry for our m11x

anyway, is there any other laptop that have this hinge issue this badly to compare with? i cant remember any brand or any laptop who has severe hinge issues like this. its just real amazing reading the experiences of owners at first page listing.

 

My hinges crapped out after roughly 6 months of having the R1. I had a meeting set up and a Dell technician came with a new screen. Unfortunately, he wasn't able to successfully replace the screen as it was his first time working on the M11x. He did however get his experienced colleague to replace the screen 2 days later. His colleague replaced the screen and returned the laptop to its original condition. Very pleased with the way everything was handled.

HOWEVER, I now have a single dead pixel on my new screen. I have the extended accidental coverage warranty so dead pixels should be covered (I think). Would it be "wrong" to get a whole new screen (again) for one dead pixel? I had no dead pixels before and, admittedly, having one is quite bothersome. Both the original technician and his colleague ordered new screens so I feel like I may be pushing my luck. Any thoughts?

 

It would appear that one dead pixel doesn't meet their requirements for panel replacement.

Alienware M11x Pixel Standards | Dell

 

This is the one case where the hinge issue works in everyone's favor.
Call in another hinge repair. Say it doesn't close flush, is loose and on top
of it, the picture quality on this monitor is way worse than the last.

You can use the warranty as many times as necessary on a repair like this while under the one year. Also, instead of claiming a dead pixel, claim it as dust under the screen. This has gotten me a panel replacement in the past. They may request you to take a pic., to at which point you say "I have dust under my screen, not a dead pixel! My only camera is the one in my smartphone and the lens is too small to capture the dust in a picture!"

Use any one of those, anything BUT saying it's a dead pixel. Otherwise they'll shut you down and refer you to their dead pixel policy.

If you don't get a result you like from Tech Support, hang up and try again. Say as nicely as possible that you weren't communicating properly with the last rep, if they mention the last call, and try again.

Call in either a hinge repair, or dust under the screen repair, - be firm, but don't break the cool, and get your panel replaced for that dead pixel

 

damn, my left hinge just broke after 6 months.

 

Thanks for the reply. I'll the dust under the screen trick and hope it works out.

 

I had my m11x for about 7 months and did not have any hinge issues as everyone was having.
But unfortunately out of the blue I close my lid one night, wake up next morning and open it and then slowly I hear this snapping noise when opening and closing. Be aware this has been mostly in my home and not thrown in a bag or anything so absolutely no stress on hinges or LCD screen.

so after 2 or more weeks, my screen has become loose near the hinge and making constant noises.

I call DELL and advise of them my issue and they quickly send in a tech to replace it. I have to say, the replacement LCD is exactly the same and I have a feeling in the next few I will have to call about the same issue. It is a piece of cheap plastic.
Aside from this, I do have to say my tech was very polite and seemed to know what to do. I give a B+, but if you don't trust the tech, tell him to stop and you will need to call DELL again for another tech.

Just request a replacement if you have any hinge issues, it definitely is a defect and not wear and tear.
Good luck.

 

quote the last part: Just request for REPLACEMENT if you have HINGE ISSUES, it definitely is a DEFECT and not wEAR and TEAR.

can you agree more?


To BatBoy: how can i add a new poll or edit my current poll?

 

asus a8jm

replaced the case on that thing 3 times.


p.s. cpt, i think ya missed me on your list.

 

ok list updated,

troglodytis can you post history of your hinge replacement thanks

 

updated list now going 125 owners

 

If my hinges are starting to get really squeaky, should I start getting prepared for the hinges crapping out on me? I haven't had any problems with the hinges so far and it has been like 3 months

 

Add me on to the list. Looks like the right hinge is getting loose making the screen wobble extensively. I had the m11xr2 i7 since August.

 

I don't think squeaky is necessarily a precursor to hinge failure. My R2 developed a slight squeak after 3-4 weeks of ownership and it has since gone away. Squeaky hinges are pretty common in a lot of laptops and I wouldn't get worked up over it. On the other hand, if it turns into more of a grinding noise then hinge failure is imminent.

 

Thanks Slickie

 

if the squeck does not have a click sound at the end, itll be fine, but if it does, then just count days for the inevitable

 

i agree

it's the crunching sound that gets me worried

 

wow its past thanks giving day and cant seem to hope more about the dell statement of this issue.

 

Add another one to the list of M11x broken hinges. I bought mine early on and have had no problem with it at all until I opened it this morning and discovered a badly cracked hinge that allowed my display to extend outside of the frame.
I'll call Dell tomorrow and leave my laptop open until I get some repairs.

 

ok added. seems the updated policy regarding this problematic hinge are going to be a longer wait than wish for

 

If one of your hinges is misaligned when closed is it necessary a precursor to hinge problems?

 

I think a misaligned screen leads to the screen touching the keyboard issue. From what I've seen, it's the creaking hinge that usually is the tell tale sign of a dying hinge =[

Update for my hinges: By now, both of my hinges split open whenever I close the lid, but I won't be able to return home for another 2 weeks. I hope it can last until then!

 

Add another to the list - hinge was busted open back in August (bought in March) and replaced, and now this one is starting to wobble and click when opening/closing it...

I love this laptop, and some of my friends got in on my recommendation, but now I'm regretting telling them about it =\

 

yeap that would be one of the creteria but it would not be necessary a broken hinge.