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

got a bigger version of that image?

 

here it is

 

This piece of crap machine is still broken. Dell hasn't called me in 1 month.

If you can, return this terrible laptop, even better don't buy one.

I'm never buying anything from Dell/Alienware again, and I'm going to request my boss to switch to Apple products, this is the last straw and it's not like Dell provides any useful service or support anyway, nothing special beyond their cheap Made in China components.

I've already switched to an iPad, I'll miss the gaming but not enough to continue with this.

I'll post again if I hear from Dell I suppose, but I'm so PO'd that they can't even call to update or something since I made the support request on oct 2nd.

 

I'm on the fence on which laptop to keep,
an Acer 4820TG or an Alienware M11x.

I'm currently using/testing an Acer 4820TG.
I'm planning to purchase a refurbished M11x R2
for comparison and then keeping either the Acer or Alienware notebook.

My main worry is the hinge problems mentioned
by numerous posters.

I'm willing to take a chance with the hinge problems because
I like the positive reviews I've read, the customizable backlighting, etc.

My other concern is the Dell/Alienware customer support.

I'm sorry to hear about your bad experience. I definitely don't want to go through
that either.

Is the Alienware customer support as bad as
you experienced?

Are your problems pertaining to poor US Alienware
service? Or are you in another country?

Maybe your problem with Alienware is an isolated
incident? I've read other posts that the Alienware
support was helpful, efficient, and fast.

Maybe you're quick to a negative judgment on Alienware?
You're going to quickly switch to some overhyped/overpriced Apple
products just because of your M11x experience?

Just because you had a bad experience with a specific M11x, are you saying
all components made in China are cheap (as in poor quality)? Or shouldn't you be
criticizing the poorly designed M11x hinge?

 

In USA, Alienware support is fine. The hinge design is horrid.

I loved the Acer 4810TZ I had before this (I have a ton of laptops...), and assuming the 4820 is just an arrandale/HD5000 series update, I think it's fine. The KB irked the hell out of me, though. I didn't have KB backlighting on my 4810 [air travel, dim room usage]

The cooling is decent on both models, though I hate how the back of the Acer "bumps" up to make the laptop have an overall wedge shape

 

Thank you for your info and assurance about Alienware support.

Yes, the 4820TG-7805 has the i5 460M and ATI HD 5650 with
a 14" screen. I think I can adjust to the 11.6" M11x screen.

No backlight on the 4820TG keyboard is the
main distraction for me. I don't feel like spending extra for
a backlit keyboard then modding the 4820TG, thus
voiding the Acer warranty.

Yes, I agree, backlight is useful, important
for air travel and other dimly lit rooms/locations.

The backlight on the M11x seems awesome, especially with
the customization.

Sigh...I guess the only way to be content with no regrets, is
to personally use both and compare during usage.

 

So this official statement is "supposedly" happening this week. How are they going to get this to the M11X owners?

Any wager on this not happening this week or not at all?

 

So glad to see that they are now "AWARE" of the issue.

I have the standard year warranty, if DELL will just honor to repair only the hinge problem after one year that would be ok with me.

The hinge is not just a minor problem but a engineering defect, everything else about the computer is great.

 

The backlit keyboard is one of the reasons that I own the M11x but there is nothing like having a space left over on the plane tray table to move your mouse and rest your peanuts and coke.

It may seem old fashioned but killing a few hours playing AOE makes the time go by on a long flight.

 

try the new macbook air 11.6 inch... hmmm the gpu can make arount 4k 3d mark06 bench. hehe

hmmm but i strongly urge you to do the DIY fix and your problem will go away

 

/sigh was hoping to be one of the lucky 30% but I have screen contact with the keyboard on the refurb m11x r2 I just got yesterday.

What are you guys using to protect your screens? I was looking at the razer kabuto or a screen protector.

 

Take a look at these links:

http://www.google.com/search?q=raze...s=org.mozilla:en-US:official&client=firefox-a

In short, I wouldn't use it. But the hinge will probably crack anyway so.... eh.

 

Obviously the cracking hinges is a design flaw, but really, in making an edge-to-edge screen with no rubber feet, how can anybody expect the screen to not touch the keyboard? In terms of durability, it makes no sense to have a gap because then any pressure placed on the screen would a) make it hit the KB anyways, and B) stress the hinges more. Dell's best fix for this is to put in some subtle, tasteful and thin rubber feet (that won't peel off) and revise the seam in the hinge to prevent cracking (aluminum anybody?) I know it doesn't help anything to post this here, but these are just my thoughts on how dell should be going about this

 

my keyboard seems to have finally scratched my screen.. Is there any chance of just getting a replacement cover for the lcd so I dont have to deal with dell on it?

 

No one has posted anything along those lines here yet. I doubt that you'll have a whole lot of luck finding a source for a replacement screen.

My screen has permanent scratches too. I'll be living with them (since they aren't visible unless the LCD is turned off) until either my hinges go belly up or my warranty has 2 months left on it at which point I'm having Dell replace the entire LCD assembly.

 

Well, I decided to call Dell for the 4th time since Oct 2, I've had no contact with them, no phone calls or emails.

Apparently the part arrived, but for some reason they returned the LCD assembly that I was supposedly waiting for these past 20 days. They didn't bother to call or notify.

I'm on the phone now for about 30 minutes, and the support rep is very nice, we've had a very polite conversation and he says he's going to make sure I get this fixed within the next 5 days. He made a new support order and hopefully things move along now.

Still, my m11x has been useless for 1 out of 3 months I've owned it. Quite the investment, thanks Alienware! Best 1.8k I ever spent, because they finally pushed me towards Apple machines...

At this point I almost don't really care about getting my m11x fixed. Bought an iPad and planning on getting the new 11 inch Air. However, I find it fascinating how something like this can happen. I'll continue to update about how this all ends, just for closure.

If it's fixed, I'd like to sell it, but it feels un-ethical because I know I'm selling something that is defective and is going to break.

Man, I really enjoyed playing Civ 5 on my netbook

The hinges are actually the cheapest looking part of all the laptop, in contrast, the bottom part is some sort of metal-ish plastic that seems very well built, sort of "tank-like".

 

hikarate - what country are you in?

 

Mexico

10 chars

 

Mine has one that is visible with it on, I'm going to give them a call to see what they will do about it. I've used that stupid little cloth and it was no help on preventing it from happening.

Since its new I've got a while before the warranty goes out, if I was out of warranty I'd just replace the plastic with some different plastic and put my own little logo where it says alienware.

 

I got a Refurb R2 2 weeks ago.. I ordered it and later found this thread. My bad for not doing enuf research =( Anyway, I know the keyboard is definitely touching the screen. No problems with the hinges as of now. I definitely hope Alienware announces a permanent fix soon.

 

Computer was sent out the Alienware a couple weeks ago and I have not heard back from them. Does it usually take 2+ weeks for them to repair this issue? anyone know of a place to check repair status on a warranty claim?

 

It shouldn't take that long. Call Dell support again and they should be able to give you a status.

 

I hope that when dell finally get's around to the screen hinge fix that they could at least come to this forum and show us pictures of the new layout? I really would be interested to know what solution they came up with

The only reason that people bring up the hinge problem so much is that there is not much else that you can find fault with on this computer.

 

I disagree. I think the laptop should have a feature that you should be able to open it without screen exploding into billion pieces, don't you agree?

It is *the* main problem. But it's a big one. I didn't like the random element of it breaking and snapping. My expectation of my laptops is that they can actually be opened daily. Despite the laptop otherwise being just completely awesome.

 

I honestly don't feel there's going to be a fix, but rather an adjustment to their warranty repair policy.

The main reason that this topic stays active is that the reports of broken hinges keep coming in. If that were to suddenly stop then it would die out after everyone tired of speculating/obsessing about it.

Dell has a very clear picture of what's been happening with hinges and based on the data they collect each week I'd be also be willing to wager that they're concerned that this might start to trend sharply upward as these things get more mileage on them.

[cynicism]
If I were faced with that possibility and I knew that this had already garnered some small amount of attention on the internet in, oh I don't know, some small yet popular notebook forum I think I might consider jumping out there with an official yet vague statement that would assure the world that I was proactively working towards a resolution - a resounding proclamation that would ease owners' concerns and bring hope to those who were afraid to purchase the M11x during this holiday season.
[/cynicism]

 

I see what you did there.

I honestly agree - they're not gonna say anything until AFTER Christmas.

If at all.

 

The wait continues.
This will be my last Dell product.

 

What needs to happen is we need to get on Charles over here and at Endgadget to keep pushing Dell for a resolution.

Never underestimate the power of the press.

Charles, when is the appropriate time to do a follow up if Dell doesn't clearly resolve this?

 

yeap same question here.

 

Hey guys I have a M15x and have the same issue Its been cracking for months, started shedding plastic, and as of yesterday the hinge is completely effed! Screws and various other broken pieces seem to fall out every time the lid is moved. Just called support and at first the guy wanted to charge me $60 just to talk with him! After I told him thats crazy he put me on hold comes back and says it will be around $200 for labor, but they will cover the shipping... Thanks Dell I shell out over $2,000 for your defective laptop and when it falls apart its alright cuz your gonna cover shipping?!?! This is nuts!! Not even the only problem ive had with this machine. About 2 months after owning it, the screen wouldn't even come on so I had to do surgery on my brand new laptop and tighten the things they obviously forgot to do. Currently there is another screw somewhere inside the laptop that has been rattling around for a few months... and if you type the same character too quickly the keyboard cant handle it... Luckily gogle.com redirects! Hey at least the keyboard lights up, I was so amazed with that I dont even remember grabbing my ankles. Thanks Dell! Needless to say I will never purchase from this company ever again!

 

I've got an R1 m11x that's having a hinge issue, so I wanted to toss myself into the thread. My left hinge is noticeably crooked and sometimes makes a small "pop" sound when opening. When looking at the two, it's obvious which one is crooked. When the screen is closed, I can actually wiggle it with little pressure.

In my quest to continue buying laptops with major defects, I'm also the owner of an HP tx1000z tablet, which is one of the laptops covered by the nVidia graphics chipset problem that HP doesn't acknowledge is their fault. There's a site, hplies.com, which basically allows you to add your laptop to their database in the event of a lawsuit against HP. It looks like some people have had success getting Dell to fix this so far, but if they start giving a hard time, is there such a thing for this issue? I'm sure some people will experience the breakage out of warranty when it wouldn't be covered.

 

Dell will fix it under warranty without question. The problem is, is that they'll replaced it with the same LCD assembly that's having problems in the first place, meaning there hasn't been a fixed repair part introduced. That's not to say you're guaranteed to have hinges fail again after the replacement - just that it's still possible.

Starting in April we'll start to see the first R1s coming off of warranty. There's bound to be units that make it that long without issue that will start having hinge failures. That's when things will start to get interesting for Dell.

 

If it's still under warranty, I'd call Dell now... And if you have a chance, add your name to the list of forum users who have had hinges repaired.

 

Hi guys, I'm new to the forum here but this hinge issue has been plaguing me since I bought my m11x.

The screen started out a little shaky, not perfect but it was within the tolerable range. I had half a mind to call Dell support then. But since I need my laptop virtually everyday for classes, I hesitated to get it fixed.

Over the months, the screen got more shaky and I discovered that it was actually due to the broken hinge.

I think the flawed design of the hinge is the issue here. Every time I opened the screen, it seems to generate an opposite force which, gradually, tears the hinges apart.

So I emailed Dell and this is the reply I got:

" Based on the condition of the case, I regret to inform you that this is a normal wear and tear situation hence/thus is non-warranted for claims.
For more information on warranty, please visit our website

By right, this issue is not covered under normal warranty. However, I understand that it must be very inconvenient when the system is not working. Therefore, I have spoken to my manager, and he has approved for me to make a special arrangement (BS alarm!!) for you for one time off, gesture of goodwill (BS alarm!!) basis as this is the first time we arrange for service for the computer with this service tag."

Needless to say, my blood boiled when the Dell support dude says that this is a "normal wear and tear". Nonetheless, it seems that I am going to get the repair that i requested by Friday. However, during the repair service, I am going to have a "nice chat" with the Dell guys on why these problematic hinges SHOULD be covered under warranty.

Guys, I will be arguing on your behalf. What do you guys think? How should I argue that this is cannot be a case of "normal wear and tear"?

 

You do need to have a chat with Dell support (not the tech that does the on-site repair though - he's typically just a contractor) about how this is absolutely, 100% not a normal wear and tear issue. Get the person's name who told that it is, get the name of the manager who supposedly backed that claim up and who should absolutely, positively already be well aware of this issue. Ask to speak to said manager and have him provide you a detailed explanation as to why they felt it was necessary to paint this incident as normal wear and tear.

If they stick to that position then ask for that explanation in writing. Take detailed notes as to who you talk to, the time and dates, every single detail. Take this issue up the support ladder as far as you have to until you feel that Dell support fully understands this for what it is, apologizes for the poor support experience and the thanks you for being an such understanding customer. Point them to the appropriate threads here where it's very easy to see that this notebook has a relatively high rate of hinge failures if you feel that would help. Ask them to contact the Alienware product manager if they need to be filled in on the details.

What you need to be acutely mindful of is anything that you feel they might be doing to make this into a one-time fix for you - as a "gesture of goodwill".

EDIT: Also, next time call support rather than emailing them. That gives you a better opportunity to sort this type of thing out directly as it comes up. Based on your post it sounds like you only emailed. Good luck and keep us posted on how it goes.

 

@ slickie88

Hey Thanks for the reply.

I heeded your advice and gave Dell a call.

The Dell lady clarified and has since apologised for the misunderstanding. The "normal wear and tear" that the email referred to was the case of scratches on keyboard and what not. But with respect to the hinge problem, it is covered by the warranty.

So I pressed on and asked if I can continue to seek repair service should the hinge issue recur in the future. She replied that as long as the warranty period is still valid, I can continue to request for repairs.

So there you go, hinge problem is covered under warranty. I hope my repair will work. I would hate to see the technician every few months.

I think I might have sounded a little angry and fierce when I called. Pity, the Dell lady sounded like a good person.

Anw I hope my experience can help other M11x users having the same problems. Thanks!

 

Didn't fully read slickie88 reply, but ditto whatever he said.

You have to remember that 'DELL' can not put ANYTHING in writing that may imply their product is faulty due to design.

In DELLs perfect world all their products are perfect and any hardware issues which are reported as not functioning as designed fall suspect on the owner.

If you phone them and you don't inform them you are recording the call for your own training purpose, they'll probably come across as a little more human.

Edit: ah, you did call them and they are human. Gosh, isn't life beautiful... group hug??? .. somebody??.. anybody???

 

Just lost my second hinge Debating on getting it fixed now, or dealing with it till Dell fixes the issue... I got the 3 year warranty, so I am good for awhile.

 

Why not get Dell to fix it now?
If there is a more permanent solution in the future, then let Dell fix it again.

 

True, I will give them a call on my lunch break. see what they say about a possible fix

 

Well, I no longer have my m11x. I regret that the hinges have such an error, but I was not going to put up with having my hinges break every few months. Got in touch with corporate. Mentioned exactly how acceptable I thought the hinges breaking was - that is, not at all.

So what did they do? To shut me up, I think, they upgraded my m11x to an m15x. It solves MY problem, but not the problem of the m11x as a whole. Even with this upgrade, I still wish to crusade for the fixing of the m11x hinges.

 

Glad I came across this thread, I was going to order an m11x r2 TODAY...after reading through this there's no way Dell will be getting my hard earned cash now! Can anyone point me in the right direction on another laptop...13" or under, core i, about 5 hours of battery, enough graphics power to play RTS games (Dawn of War, ect) smoothly and a SOLID build quality (like thinkpad). I know this isn't the forum for ?'s like this but I just need to be pointed in the right direction so I can research it myself. Thanks

 

What you got lucky I'm surprised they upgraded you to an M15X and didn't just have you return it.

 

I did return it. Twice. Two separate machines. And it's because I scratched and clawed my way up to it. It's not lucky. The only "upgrade" I got was my processor. Downgrades? Weight and battery life. And I documented the threads with all the errors and presented a well thought out case.

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 right fair enough I didn't realise I thought you had just returned for the first time for a refund and they had offered that as an incentive to not take a refund.

 

well, now the keyboard touching the screen is leaving marks that will not come off with some elbow grease and some eyeglasses cleaner and the little clothe the fluid comes with. and now the hinges are getting weaker.

 

Well, after like 3 weeks of ownership. my left hinge is moving out of its way and creeks rather nastly. I called dell and they promissed a brand new replacement. My original one is an m11xr2 I7 black that I bought refurbished from dell outlet. I asked the guy at coustumer service if he is sure that I will be getting a new one and he said yes for sure.
Well after a week I just got my "brand new replacement" and it has a refurb stiker on the back, oh and its lunar shadow not black. It seems to be in ok condition but the hinge seems as week as the original one even tho the guy said that they fixed the problem and the one I originally got should not have the hinge problem any more. That is why he wanted me to send the unit back instead of them sending a tech to fix it at home, so they can study the problem.
Well I think now that the guy I talked to was full of it and I am not happy with the lunnar shadow. It sucks. So I guess Ill be calling them back tomorrow.

 

"That is why he wanted me to send the unit back instead of them sending a tech to fix it at home, so they can study the problem."

The problem has already been studyied to death in the Forums here. What we have not had enough of is the response from Dell as to the solution, fix/remedy.

The avarage cost of each unit is about a 1,000USD if you notice the first page of Capt Zero's list and start adding up the cost of every one of those names you are starting to talk about a large chunk of cash.

 

I notice the uneven gap when lid is closed on my m11xr1 the moment I unpack the laptop from the box.
Now second weeks of ownership, the keyboard is smudging the display. Hinge is still working good though, no creaking, no sign of loosening etc. (opening and closing the lid everyday for at least 20-30 times)

Should I contact Dell regarding the smudging?

 

One guy from Dell who used to be here (erawneila) said that's how the laptop is supposed to behave. (yeah lol....)

It happens on other laptops too, just not in that ridiculous extent as on m11x.