M11x Hinge/Screen touching Keyboard Discussion (R1 & R2)

So the whole thing about "fixing" the hinge issue by using new hardware is just a rumor I read online?

 

Sad thing to say but the best fix atm would be a long warranty.

 

Just got mine this morning. Performed the test and the paper is rather difficult to pull out, so it failed.

 

Dell M11xR2
Ordered: 06/09/2010
Received:06/17/2010

Hinges didn't make noise of any kind until about the week of July 25 - call it about 40-45 days of ownership. It started off as a slight squeak from the left hinge when I'd push the lid backward - at the start of the movement and when that movement stopped. Pulling the lid forward didn't used to make a sound, but it now does and it's getting more prominent. I can't say that it sounds like grinding plastic really, but I am concerned about this being a possible precursor to something worse. It's loud enough to be annoying and honestly it shouldn't be making noises of any sort. My 3 year old craptastic ASUS is quieter.

I'm not going to call AW support yet, as I'd like to see how it progresses.

 

Apparently so. Or if there was any truth to that then it's not something that Dellienware is willing to discuss with us.

See ChrisM's statement about pulling his previous post regarding the "fix that was put into place at the end of June".

Like Achilles said, an extended warranty is really our only assurance that hinges will be taken care of.

 

So... How long before this last statement from the Dell Rep gets removed? It sure does not instill confidence in a product when the Rep's advice is to keep the warranty active...

And we pretty now know there is no fix at the moment based on the "As I said, my statement was premature and the team asked me to remove it" comment... Or there was a fix but masking it public would drive all customers to request it.

 

On Dell's website yesterday I came across a thread discussing the same issue. Here is a post that I found interesting:

The section after the asterisk is the Dell liaison response.

Anyway I think that if the Dell liaison is not posting much, it's because Dell doesn't have any good news for us or he is being kept in the dark by his superiors.

 

We've already been monitoring that thread. It was started by one of the members here named Xalgon (Mahare there). In that thread ChrisM had posted that a fix had been introduced in the last week of June. No details. He later removed that post. I screen capped it after it had been removed (thanks FF cache) and posted it here in another hinge related thread.

Anyway there's likely not going to be any further info coming from Dell. The only way we're ever going to be able to determine if there's been any changes/fixes is through the sharing of our own findings. If these were MacBooks I can guarantee you that between owners with the issue and the various groups surrounding the Mac line of products this would all be out in the open a lot sooner that its likely going to be for us.

 

So those of you whose screen is touching your keyboard, are you doing anything to protect it? I don't want to get a screen protector because those can be scratched too and they reportedly make the screen look grainy.

 

Lots of info on what people are using here already. There were even posts on this subject today.

The cloth insert that came with the laptop
Kabuto mouse mat
Radtech Screen Savrz
Microfiber cloths

Basically anything that's thin and durable will work.

 

Speaking of macbooks, I own a 2009 white macbook that's currently outside of the warranty window. I went into the apple store because i have been having some issues with battery..they said it will be fixed at no cost because charge cycle of the battery is below what they would consider "normal wear and tear" Also, a bits of plastic came off on my palm rest and they said it's a known issue and will be fixed for free.. SEriously, I am impressed with apple's level of support

 

Yeah, my girlfriend had the same thing happen to her white macbook's palm rest. Apple finally started fixing that for free about a year ago if I recall correctly.

 

I just tried the paper test, I couldnt even take the paper out...lol did I do it wrong?

 

You should be able to take the paper out, maybe with very slight pressure. Try from both sides. Mine can come out from 1 side, but not the other, which means its unbalanced.

 

If paper testing ensure you are not using too large a sheet... it will be pinch by the rubber pads

I use a clear rubber keyboard protector and also have larger rubber pads I have added to the palmrest corners.

 

OK, I tried it again, I was able to pull the paper out from both sides but I had to use a bit of force.

 

This means your screen is touching the keyboard.

 

After 5 months, the hinge on both sides broke. You could hold the computer over and the screen would flop open. No big deal, since its under warranty. Tech came out and put in a new top screen. I lifted it up and it felt a bit heavier than before. Actually, it was a bit noticeable. So, I weighed it. The m11x now weighs in at 5lbs 12oz or approximately 5.75 lbs. Here is the real kicker the viewing angle has dramatically increased! You can actually look at the monitor from (almost) any angle and see the screen just fine. It's still legible and viewable. I had my wife and son sit on either side of me and view the screen, something that could not have been done before and had them read text off the screen. Secondly, the glare seems to be reduced quite a lot as well (although this would make sense with the greater viewing range) viewing it directly on I don't see my reflection as much. The tech who installed the screen said that the majority of service calls she does are fixing the hinges. But, a whole screen replacement seems to be quite an improvement. Kinda glad the hinges broke.

If this has been discussed already, I appologize. Went back sever weeks and didn't see any discussion relating to this.

 

Won't the hinges just break again after a few months?

 

Some will say yes, others will say no, but we won't know for sure until then. I want to believe they won't.

 

Great info! Especially about the increase in weight. I'd /love/ to know what's responsible for that. I wouldn't think it would be that much difference with another panel alone, although I suppose it's possible. I'm wondering if perhaps some of the plastic hinge components in the lid have been replaced with magnesium or aluminum.

Could you please go to Device Manager > Monitors > Generic PnP Monitor > right-click Properties > Details > Hardware Ids and tell us what value is shown there?

Thanks!

 

Although the solution sounds promising, I have a feeling that it's a lottery panel--i.e. YMMV with the fix

 

Well it is the same ids as before: SEC5441. I went and weighed this again, just to make sure I'm not out of my mind. It is weighing the same. Right around 5.75 lbs. So, that leads me to believe that it's possible the hinge may be different (I had to leave while the new top was being installed 'cause my truck was in repairs as well and had to pick it up same time installer got to house, so my wife finished up with the installer, I really wanted to see what the hinges looked like), the viewing angle is so much better I at first thought it may be glass on there instead of plastic, but alas it's still plastic. I swear to you all, the viewing angle is tremendously better. By now, I took my m11x to my brothers place and showed him the viewing ability, he really hated the poor viewing angle as before, but now it is nearly as good as my desktop lcd, which leads me to believe...

I agree, I may have just gotten lucky here. Hope to heaven the hinges don't break again

 

i'm using the anti-glare screen protector from dell.

it works fine, though i must say, the alienware orion portfolio case i'm using is absolutely perfect to deal with screen touching keyboard and extra heat associated with the R2.. not to mention it's a great carrying case and looks cool too!

first i'm able to close the screen without touching the keyboard due to the padded corner pockets of the portfolio that the m11x rests in. the padded pockets serve as cushions when closing the screen.. so there's no contact with keyboard.

second and MOST importantly.. i'm able to use my m11x right in the portfolio, whether on a desk or just on my lap. by flipping it open and folding the top half of portfolio underneath(inside out), this creates a space underneath the bottom half of portfolio where the vent/fan now has greater airflow versus sitting flat on a table or burning up on my lap

_______________________
Alienware M11x R2
[Intel Core [email protected]][8GB DDR3][256GB SAMSUNG SSD][NVIDIA GeForce GT 335M-1GB]

 

M11x R1.
Order July 13, 2010.
Shipped July 17, 2010.
Noises at the hinges started August 8, 2010.
keeping on tracking.

 

I have a slightly bulging keyboard over the WASD area, after the keys are pressed there is a little more give before the keyboard backplate comes into contact with the chassis of the laptop. If you listen you can here it tap as it makes contact.
I emailed Dell and asked them to send me a replacement keyboard that wasn't warped but the guy insisted they send out a repair tech, but I feel this is a little over the top, and it's hard to find time for them to come when I'll be at home.
Is it worth me asking again for the part or should I just organise this tech visit? I feel a bit embarrassed as it's not really a massive problem and I feel like I'm time wasting.
But then again, I paid my money and I have the year warranty. Hmm! I would rather do it myself, as I'm ok with stuff like that and very careful.

 

I have yet to receive my m11x but I was wondering if the hinge-problem is caused by pure friction (i know the root cause is the hinges being misaligned, but I'm referring to the tear part of it)? I mean, maybe it would be possible to avoid some of the noise/cracking by using some sort of hinge lubricant?

EDIT: After reading a lot more i understand this is nothing that would help :/

 

There is someting that would have helped. The problems with the hinges of the M15x should have been a lesson that Alienware should have learned from. Not a mistake to be repeated on the next new computer.

 

This laptop is not a keeper once the warranty expires because it will cost some good money for repair.

 

1-) Is anyone experiencing noises from the hinges for an extended period of time (for example, more than 30 days already) without having them broken?

2-) Has anyone observed a noisy hinge becomes silent/normal again?

I am asking these questions because I am curious to know if a noisy hinge will necessarily break in the near future or not.

 

The only noises we know that are a surefire sign of imminent hinge failure is cracking or popping noises. Squeaky or creaky isn't indicative of plastic starting to give way, so I'm not at this point really worried about it.

 

Good to hear that, but still somewhat worrisome. Everything looks fine except for the new squeaky/creaky sounds (no cracking/popping sounds... at least so far...). The situation is very similar to what you told us before:

 

I'm wondering what is this post not sticky'd?
everyone who come in here looking for insight of this laptop should know the risk he's taking before ordering one.

 

Well, I've had a slighty creaking hinge (only when closing the lid) for the past 70+ days and yet there no sign of the issue worsening.

 

I have had my M11xr2 for over 30 days and one of my hinges make a pop/crack noise right before it closes, although, its perfectly fine.

Although, I would not count on it staying this way as chances are (especially since school is right around the corner) that it will break. My school resides in Austin, TX so I am at the heart of dell so once it does, I will be sure to call them to fix it with the standard 1 year warranty.

This is also the main reason why I have not yet bought a screen protector, as once the hinge breaks and my screen is replaced, itd be a waste.

So, based on what everyone has been stating here, even though some people may have longer hinge life than expected with cracking/popping hinges, still expect the worst, and renew the 1 year warranty once it nears expiration date.

Regards,
K

 

A lot of screen protectors are removable and reusable, so if you did need a new one, you could remove it from the old screen and put it on the new one.

 

Very true, sir. But my logic is that what's the point of buying one now, when it will inevitably have to be fixed (as mine DOES pop pretty loud). Reusing the old screen protector and putting it back on would be a bit more of a hassle. It doesn't hurt in not getting one as my screen getting messed up (though I highly, highly doubt it will as I am very careful and still use the cloth when I close the lid) would be replaced anyways.

Who knows, a better deal from the Dell m11x screen protector might come out. Although, if and when I do replace the screen, I will certainly get the screen protector then, as I would hope that it won't have the popping/cracking noises I have now.

Thanks and regards =)
K

 

http://img835.imageshack.us/img835/5156/081010004001.jpg

 

OUCH! How long have you owned it?

 

It's an R1, since february =D, this is the only problem i have EVER had, oc since day one! - Besides that this is my THIRD SCREEN REPLACEMENT, it keeps happening. - This time it's possibly the worst, i closed my laptop, expecting the general snap crackle pop, but this time it was different - more of a snap. I pick up my laptop to move it and notice a piece of plastic just laying there. Effectively it has caused complete failure in said hinge.

 

Hmm, so it seems at the moment that the life-span for these hinges are about 4-5 months. I really do hope Alienware will do something about this.

 

They are always kind about replacing it, this issue has me wanting to extend my warranty

 

So all your replacements have been done on your standard 1 year correct?

 

How is the back of your M11x where the hinges are? Is there any noticeable gap between the plastic covers? I would say that noise + gap between the plastic covers are almost sure signs of problem coming ahead.

However, I had a interesting chat with a dell representative. Since I bought mine from a retail store, I am still waiting my warranty status to get updated at dell/register. Until it gets updated, I can't extend it. No problem, I can wait, but the interesting part is that the guy said that some purchases at retail stores can't have their warranty extended (they will know if I can extend after update). I thought it was lame, and I wonder if they will start to deny warranty extensions given the amount of money they may be losing replacing whole screens.

I am sad to think that the strategy may be "keep it selling, keep it quiet, avoid warranty extensions and let the problems just die... (at least for them)".

 

Alienware support team said to me the good thing is to have contacted them. If you have such a problem do it AS SOON AS POSSIBLE so they can track the issue in their system that it has occurred WHILE the warranty period of time.
I m waiting for a positive replacement/fix of this issue, they were surprised to see they sent me the US version of M11X, I told them i m not responsible of this...
I m even ready to get the lunar screen on my black chassis (that would make it unique !).
...please M DELL, just fix this damn hinge.

 

I've called Dell. They asked me to send pictures. So I have sent the pictures. They haven't called yet. I hope they'll replace it, because it's just broken. Also I mentioned the LCD cover issue (the glass/plastic window is popping out), and dust under my screen. I think that's enough to convince them. I think it's really on the edge of breaking.


Unfortunately the Dutch Dell support is known to be as slow as hell.

 

I was reading about the hinges problem of the old area 51 M15x. It is amazing how similar the problems are, even the noises before the complete failure are there. If the M11x hinges problem were something new, I would understand better, but seriously, the problem already happened in the past and now again? Engineers don't learn with the past? Dell/Alienware is actually "lucky" for not being a company as big as Apple right now. Otherwise, they would be the ones in news like this.

 

Ouch. I have the same problem. Although it's not that bad yet. I will ask if it's possible for them to send me the parts so I can replace them myself. I'd rather assign a 5 year old kid for the replacement than any of the Dell "technicians".

What I hate is that now everyone needs to either:

1. upgrade their warranty and pay more $$$.
2. manually fix the hinges, but completely voiding the warranty.

 

Yes, one way or the other the only winner is Dell who has our money and will take even more of it to keep a system with below standard hinge quality running.

That and the complete lack of comments/acknowledgement/solution regarding the problem is very sad.

 

this thread will be one of the hottest threads for m11x pretty soon.