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

Just got off the phone with AW tech support. Expecting to receive a call from their on-site tech... some time in the near future I guess. Supposedly he will reattach the rubber feet and bring the new LCD screen.

Btw, the part number he mentioned was I believe PKYWB (that's the gray "Lunar Shadow" version).

 

To fix the rubber feet, they replace the bottom panel, except if its the "foot" that is not attached to the bottom panal, in that caes I do not know what they do.
Fedex tried to deliver my M11X to me today, of course I was not there, so I will pick it up at the Fedex warehouse tomarrow, they know me there, lol. Some advise, tell Dell to have Fedex Deliver your "fixed" laptop at a Time when you will be home. A Fedex rep told me today the shipper can request a time window for delivery.

 

Well the guy on the phone from AW support told me they can reattach the rubber feet on the spot. But yeah it was just the rubber itself that unglued. I am not sure how to reglue it back since now that its out, it looks bigger than the hole it was in. The plastic part (the hole in which the rubber foot goes into) is there. Its just... smaller.

Maybe I can heat it up (rubber shrinks under heating) and quickly glue and put it back... ^^

But in any case, we'll see what on-site tech will do. The tech rep on the phone was probably from one of those outsourced center (he shined with his Indian accent) but was actually nice and helpful. Obviously he knew about the hinge problem, he immediately started order for new LCD. Good chap.

On the other hand, first time I called I mistakenly got into Dell instead of AW support, where I was told to make sure I extend my warranty. LOL.... "right".... The only thing I am extending is number of mailing lists this laptop goes to for sale after the repair is complete...

I can't wait to replace this with a new Thinkpad (x201).

 

If it turns out you need the bottom panel, you can have them sent you one, I have a extra one

 

seem like most of the hinge issue is on the R1, my 4 months old r2 is still running like a champ. So maybe R2 built quality is > r1?

 

There is no evidence that there is any difference between the R1 and R2 with respect to the hinge components. All we've seen is evidence that they're exactly the same. The likeliness of hinge issues with the R2 is the same as with the R1.

Also, the R2 has only been out 3 months.

 

Yeah, of course most of the problems are on the R1 since R1 is older. The main thing I will do is loosen up the screws that hold the hinge. I will also inspect what I get tomorrow and will post back here to let you guys know how it went.

LOL!

Btw, on another note, the day seem to be at least ending well. Just got Cataclysm beta inv.

 

Nice, I got that right when I update my Blizzard Beta information with my M17X R2, lol

 

I received my R2 today, and would just like to report that it came with 0 hinge issues (thank god) It passes the paper test, and lines up evenly. The keyboard also appears to be level. After reading all the horror stories on here, I was expecting one effed up unit.

Is this the end of the hinge issue? Probably not. I'm sure I'll be on this thread again in 3 months complaining about it... but I have my fingers crossed.

On a side note... I notice two little rubber bumpers on the palm rest... they seem like they would effectively stop the screen from touching the keyboard, were these on older units? Or is this something new?

 

I don't think anyone has had one shipped with broken hinges. It's typically takes 3 - 6 months to manifest. The paper test has absolutely nothing to do with whether or not your hinges are destined to break or not.

The bumpers have always been there, and no they alone do not keep keys from contacting the screen. The problem is, is that they designed the hinge too low along the back, preventing a rear set of bumpers from being added that very likely would have helped prevent any key/screen contact. You'll see what I mean when you look at the side profile of your M11x. The gap from back to front isn't even. Poor design.

Again, key contact has nothing to do with whether or not your hinges might fail in the future. That's entirely dependent on the inherent structural integrity of your LCD assembly's plastic mounting points, whether or not there has been any over-tightening during assembly or perhaps even whether or not you were born on an odd day or an even day. We can only speculate based on the evidence we've seen in photos of broken units.

 

Whatever slickie, I've got the new heavy duty hinge... The super secret hinge that can't be disclosed yet because it doesn't have a patent. XD

 

I would love nothing more than that to be the truth!

 

The hinge issue will take several months to show up.

Look at the left hinge as you open and close the lid you will see the whole hinge moving as though it does'nt have a center point to piviot around while the right hinge stays stationary.

The rubber bumpers on the palm rest do in fact keep the front of the screen from touching the keyboard but not the back of the screen they are on all of the M11X models.

Am contacting Alienware tomarrow about fixing my screen.

 

I don't see the left hinge moving any more than the right one when I open/close the screen. Though, it probably just needs a little more time to self destruct. Mine will probably be expedited since this will be taken with me almost everywhere. I'm wondering if I should buy the extended warranty now, or later. I'm thinking I may wait until the first issue comes up.

 

Just got my M11X R2, and I couldn't figure out why my screen kept getting smudges, well the back half of my screen is touching the keyboard and the rear gap also seems very tight. My temporary solution is to put a thin microfiber cloth over the keyboard but I'll be calling dell in the morning.

 

My hinges were nomal when my computer arrived but I have had it a while I love everyting about this computer (except the screen and hinge problems). it's perfect.

 

I have heard many histories of people with hinge problems after 3-6 months of having a M11x. Now I would like to hear some histories of people without any hinge problems after having a M11x for more than 6 months (and opening/closing the display daily) just to know if it is possible...

 

We had a reply from one of the good guys at Dell (Brian or Chris) here, saying that's normal. It's normal in the sense I believe it does happen on all m11x. It doesn't happen on all other laptops.

 

Update:
I just picked up my M11X from Fedex, I still need to put the hard drive in when I get home. The screen looks new, I can't tell wich one it is yet. The bottom panal has the faceplate still on it, and the Microsoft sticker has been reapplied to it as well. The hing seems to be good, but as we all know time will tell.

 

Update from me: The tech called asking whether I have WiFi at home. I said yeah and he says "OK great" cause he hasn't opened Alienware yet so he wants to get the instructions online".

This is soo not gonna end well.

 

It's not that hard to take it a part, but make a note of the LCD's wifi wiring before he takes it off.

The wifi antenna goes behind the metal hinge, and the small one that goes to the power button goes over the hinge bar. If he places both behind it, it will get chewed up by the bezel casing and he will have to take it apart all over again.

 

Dude, that's funny, not for you, but I would watch him like a Hawk. I have a tech replacing my M17X's GPU fans today I hope, I will see if he ask's me. The first tech that worked on my M11X had a paper that had instructions on it, lol, what do you excpect I just, they work on many diffrent Laptops, and our's are not main stream laptops. Dell asked me if I wanted to replace the GPU fans myself, I said no, I what to see the tech open the laptop up the first time before I do it.

 

Well I can't say my expectations are high. My old m1330 xps came back from the official Dell repair with missing screws and hard drive in a separate bag (?!) He told me I don't need to be at home while he does it. I LOL'd. I'll take pics of the laptop with my camera in the process.

He also told me the same thing, majority of the laptops getting fixed aren't Alienwares. I just don't know what I am paying then with the warranty - ability to order replacement parts and do a self-install at home?

EDIT:

P.S. While we wait for the epilogue of this story, here's for entertainment one nice shot of the laptop: http://bit.ly/a9BPS0

EDIT2:

The tech just called, apparently picking up my hinge before FedEx station closed was too much of a task for our tech guy. Recheduled for Friday. Waited 4 hours at home now for nothing. Thanks Dell... Geez I can't wait to get rid of your junk.

 

I just got my M11X back up and running, it is a AOU Screen, no biggy, looks new, no scratches, the hing seems good also. A tech will be here in 10 mins to replace my GPU fans, we will see how that goes.

 

Typical contractors lol.

 

I had enough of this hinge issue and decided to completely disassemble my brand new M11xR2 and apply some super glue around the problematic hinge area. The hinge now feels more rigid and the noise has disappeared

I am very happy with my DIY repair and am now sure that I will not need a screen replacement after a few months of normal use.

The only problem I had after the disassembly was a few dust particles left under the screen, it was impossible to get it perfectly clean but I don't care as I now have solved the hinge issue on my M11x

 

I don't know about that buddy. Dust under the screen would bother me as much as the hinge cracking to me.

 

Why would you do a DIY fix job and void your warranty before you had to?

EDIT: And furthermore... superglue isn't very likely going to be a proper fix for weakening plastic. You would have wanted to do something more along the lines of what jonjonk did. Dude...

 

Hopefully the dust will disappear with time. I was just not happy about the fact of having a laptop that might break at any moment.

 

What? You're supposed to let him in and then leave? Or perhaps leave the notebook on the porch?

That's actually pretty understandable. Alienware make up this >< much of Dell's units on the street. I would imagine you'd have to be a in a large metro area to have someone with prior Alienware experience, much less M11x specific. Then again, dismantling a laptop, any laptop isn't rocket science. It's just a matter of knowing what you're doing and having a reference on hand to show you where the specifics are.

I would so blow a gasket over that. As in on the phone with customer service explaining to them how they're going to compensate me for my billable time. Oh, I don't know, a year extension on my warranty would be about right.

 

Did exactly what jonjonk did and super glued the screws and the metal plate to the plastic, believe me, it's going to hold.

 

I'd forgotten then jonjonk used superglue. I was actually thinking of jaeyang9's use of rhino putty or jembot's use of steel putty epoxy. Those two products seem like they would offer additional support for the plastic whereas superglue alone is itself very brittle.

But why would you do any of that when it would have been replaced for FREE under warranty? If it still manages to break now then Dell has grounds to reject warranty replacement of the LCD assembly.

 

Sorry on offtopic, but have you tried to clean it up with a can with compressed air?

 

Yeah well luckily my boss at the university is pretty reasonable so lets me off even during the workday. I just don't have any more energy dealing with those idiots. Yesterday when I called I tell the customer rep that I changed the phone number and give them the right number. Today I talk to this tech rep he tells me tried to call me on the old number (that's what they gave him). Then only after he called they gave him the right number. Not to mention that was after the first customer rep left me on the phone for 15mins while he was ordering a new screen (then either he or the line disconnected). The other guy did it in 2 mins. Should I mention both were from India? No offense to anyone from India ofc, there's lots of smart students from there, but the customer reps from there are really really bad.

On top of it all, I lost the damn rubber feet!! Why me... why? I turn the entire office upside down, but can't find it. I guess time to call again.

Also, I wanted to say yes I am aware Alienware owner are in minority. I understand... but I don't know - am I wrong? Why is there then a specialized Alienware support? I thought it was reasonable to request a person who will fix your computer who already in advance knows how to do it. If you happen to go to a surgery... would you be ok if they give you someone from vet school who did surgerys on monkeys... but hey I bet he can do it if you provide him with a WiFi spot so he can look up the manual on how to do it on a human.

P.S. Sorry for double-post, didn't realize.

 

I am happy so far with my Alienwares. My M17X R2 is noise free now. It took the tech 10 mins to replace both GPU fan's, it would have been less time if I did not talk his ear off. He really liked my M11X, he is thinking of buying one.

 

I am still trying to figure out what could trigger the hinge problem. I am saying that because it is somehow odd that the hinge starts to break after 3-6 months. If the reason was just overtied hinge + weak plastic cover, I would assume that the problem would appear in the first weeks after using it normally. Besides, hinges usually become less tied over time, which would decrease over time the probability of the M11x's hinge breaking where it is attached to the plastic cover. Therefore, I think some ingredient is missing in the formula overtied hinge + weak plastic cover.

One option is heat after intensively using the computer. Heat may let the plastic even weaker. If true, the hinge issue would affect more those people using the M11x more intensively (that is, nvidia on + demanding games + opening/closing the screen while the machine is still hot).

A second option is opening the screen too much, like 180 degrees, forcing the hinge and its connection to the plastic cover.

A third and final option is an excessively thick mouse pad. Many people put mouse pads between the screen and the keyboard and then close the lid. An excessively thick mouse pad would prevent the lid to close properly and force the hinge.

All these three options can happen simultaneously: a person can be using intensively the M11x (nvidia + game = more heat) while leaving the lid open near 180 degrees (he/she may be using an external screen) and in the end closing the lid with a thick mouse pad between the screen and the keyboard. All these could trigger the hinge problem.

It is worthy to say that I am not at all giving an excuse to dell/alienware. The overtied hinge + weak plastic cover remains in the formula. The M11x is marketed as a gaming machine and gaming machines are supposed to be treated like that and so shouldn't be fragile/delicate products: they should have better built quality free of hinge problems.

Thoughts?

 

I think the main reason is the weak plastic holding the screws at the back of the hinge.

 

Unlike RGB LED on m17x, the screen on m11x doesn't get that warm.

 

Maybe the new m11x r2 build in september haven't the hinge issue, as reported from 2 new users.

 

Mine seems to be OK for now. Anybody else open and close their screen really slow just in case? My co-workers must think I'm crazy. What's the risk of damaging the plastic bezel to get to the two nuts to loosen tension?

 

Yep, this is known since jonjonk's thread. But as I said, something more seems to be missing and, if true and if we could find what is missing, we could prevent it to happen (or at least try). I am saying that because, for example, my hinge was making a small noise like if some grease was needed there since day 1, but that noise has been decreasing and now it is not there anymore (so far, which may mean that the hinge is not as tied as before) and they are still good after almost 3 months, but I don't game very much (intel gpu most time), don't open the lid so widely and don't have mouse pad or anything else between the screen and the keyboard. Anyway, these can be some tips to (hopefully) avoid the problem (or maybe decrease the probablity of it...)

PS: I will let you guys know if my hinge burst in the next weeks. If that happens (which I hope will not... *knocking three times the wood*), we will know that everything I am supposing now is not valid (which would mean that we are all screwed...)

 

I really don't like this kind of politic, if the hinge are broken, call Dell too fix the problem, i want a Laptop problem free, and if a lot of people all around internet have the same problem, maybe it's better to fix it at the beginning rather than support your coustumers after.
It's so simple, for sure now a lot of users, or maybe future users like me, have a bad feedback about the alienware quality.

 

This would be a very simple fix for Dell....when and if they address it in manufacturing, they won't broadcast it.



I would like to see a poll of how many people here have had their hinges replaced. Touching the Keyboard and the "paper test" doesn't seem to have any correlation. My machine fails the paper test miserably...but so does my E1705, 8600 and my wifes 1501 (and her Acer netbook) My E1705 has about an inch wobble in the LCD.

Two thirds of responders in this poll have no issues on the r2:

http://forum.notebookreview.com/ali...-creaking-cracking-problem-screen-opened.html

46% of R1 owners have had noises and/or have had hinges replaced.

How many have had hinges replaced? forget noise...78 responses are not a good representation of all owners. Especially when over half have had no issues.


How many are actually having this issue related to the number of machines sold. If it were an extremely widespread issue the PC reviewers and major PC gaming magazines and sites would be broadcasting it which would force Dells hand. I don't see this on any review or mentioned after the fact on any major sites except here and Dell. and the numbers are not enough to come to any conclusions for Dell. One wold think if they were going through 100's of LCD a day they would provide a fix. Apparently this is specifically related to a few users who I believe may be running the machines hot and closing the lids on weakened material. That sounds the most plausible.....I don't think everyone who has these guys run games to that point or Overclocks the machine.

However............That should not happen to this or any machine advertised as a gaming machine with OC options....... but I just don't think the problem is all that widespread. Companies jump on these things when they affect sales and/or the bottom line, neither of which Dell seems to be experiencing on the M11X. They may come out with a fix but will never admit to it lest ALL M11X owners begin calling for it before their warranty expires. That's how companies operate if it is not a safety issue.

"Don't admit to a problem, fix it silently with a TSB".

Now, if PC Mag and the gaming magazines were to bring this to the forefront Dell would have to do something publicly but those Magazines probably would like to keep Dell's ad money so really they probably would not take Dell to task on this. Unless it were so widespread that they could not ignore it.

My hinge is stiff as hell and I am very gingerly closing it when I do. I like my LCD and don't want another one. But since I don't move the PC much at all I probably won't have the issue with the hinges. It stays open 90% of the time.

 

kingfrog,
one point, the average consumer of the M11X probably is not as hyper sensitive to the hinge problem as readers of this forum. What I mean is most consumers will just deal with the problem thinking there is not much they can do, while people on this forum are very proactive in trying to make sure their system is as prefect as possible. We really do not know how many M11X’s have been returned to Best Buy, that’s one place to really see, most buyers there are not in the “know” like us. Most Magazines have done reviews and write-ups on new systems; I hardly see write-ups on older systems with problems. My wife’s M11X R1, sit on a table, never moved, opened and closed once a day for a couple of months, had a “hinge” issue, I think it is a problem with most units, it is just a question of not if, but when will it happen.

 

Dell/Alienware doesn't seem to be willing of telling us if there is or there will be a fix for the hinge issue. Dell/Alienware is also known to have done nothing regarding hinge issues in an old alienware model. I refuse to buy extended warranty because of a KNOWN problem from factory that is not my fault. Sure, I will use my one year warranty if the problem happens before that, but who knows what will happens after? Plus, many consumers are not from North America or Europe and may not receive much attention from customer service. Sad but given the circunstances, any information that may help us to prevent a problem is welcome. Complaints to dell/alienware? Been there, done that, tired of that...

 

^Are you planning to sell it before the 1 year warranty is up? If not, it seems like not buying a warranty is going to hurt you more than Dell.

 

It is really a matter of principles (+ stubbornness) for me. Dell/Alienware will keep my respect if a-) they fix any hinge issue I may have during my one year warranty and b-) their fix (and only this fix, I am fine with that) also has one year warranty, which would mean that a new assembly would have 365 days warranty from the starting point of the fix, since it would be absurd a situation like:

- hinge breaks one week before warranty expires,
- dell/alienware fix the hinge,
- new assembly breaks one/two months after warranty expires,
- dell/alienware doesn't fix the hinge that they had just fixed less than 90 days before... (something that doesn't seem difficult to happen...).

If a situation like above is okay for dell/alienware, then okay, I may lose some money not extending my warranty, but no more dell/alienware for me anymore (as I said, I am very stubborn )

PS:

That's... depressing...

 

How much does the warrenty cost? I paid around $850.00 at Besy Buy for my M11X, if the warrenty is more than $200.00, it is not cost effective.

 

I got a quote from Square Trade for $100 on my $850 M11x R2. A rep just called me thanking me for my recent purchase on my Scooba ST warranty and that I'll be receiving a coupon for 50% off my next ST warranty purchase.

I just did a quote and it came to $130 without applying any discounts/codes. That should bring me down to $65 once I get my coupon code.

EDIT: just looked at the coupon and it has a Max $30 discount.

So buy a ST warranty on some new cheap purchase and use the 50% coupon they send ya for your AW ST warranty

 

^The thing to mention about SqT is a lot of the time they'll refund you your purchase price instead of fixing the laptop, and even if they fix it, they don't send a tech to your house like Dell does, so it lacks the convenience of a warranty straight from Dell.

(Note: I got a warranty from SqT anyway, since it's a fraction of the price, and I'd rather have my purchase price back once the intial 1-year warranty from Dell is up to put towards a new laptop .)