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

I did the test and I had to use a bit of force to pull out the paper. I've owned my R1 since 6/09 and I have not seen any marks on my screen since. Hinges don't make any noise either and they feel tight but smooth.

 

Hello! A little over a month ago, I received my m11x R1, and at the time I was very happy with my product. It's just a shame that things had to go downhill so fast. Firstly, ever since receiving my product the lcd has been resting on the keyboard; something I brushed off as 'normal'. About a week after receiving the machine, I was a little upset to find a screw had came loose and fallen off the nameplate on the back of the machine. Mind you, I treat my stuff very carefully and at this point I hadn't even left my house with the machine, so I was definitely a little disappointed to find a screw had fallen out at some point moving it between TWO ROOMS in my home. I contacted Alienware Support right away and was overnighted a replacement screw.

Upon inspection, I discovered the other screw had came loose due to the fact my nameplate was not flush with the machine, at all. The edges seemed to be all bent out of shape, causing one screw specifically to not have any threads even making contact with the machine's housing. So my first week with the m11x was definitely not a fun experience, but after flattening the nameplate and getting a replacement screw overnighted by Alienware, I was quite pleased with the way they handled the situation.

Now, where things get interesting. My m11x, ever since I unboxed it, the lid would kind of feel like it was popping out of place when it was opened or closed , but there was no noise with the popping feeling.. yet. As said before, I brushed off the LCD resting on the keyboard as normal, and I also thought maybe this slight popping feeling was normal as well, considering it was very subtle. Now, just recently this week along with the physical popping of the hinges, I could hear a cracking noise WITH the popping, and very audibly at that. I contacted support immediately and they sent out a technician with a new lcd assembly the next day, which was yesterday.

Upon replacement of the LCD assembly, the technician and I noticed a few things wrong with the replacement. First of all, after we booted the machine up we noticed faint vertical lines running through the entire screen. Now, if this wasn't enough to upset me, these next two things REALLY take the cake. This supposed 'new' lcd assembly, MADE WORSE CRACKING NOISES THAN THE LCD ASSEMBLY IT JUST REPLACED. On top of ALL these issues with the 'new' lcd assembly, I looked on the back and noticed residue smeared ALL over the hinges. It looks like someone took glue and rubbed it all over the back of the hinges. At this point, it became clear I was sent someone else's faulty lcd assembly, to replace mine which was actually in much better shape than this replacement.

The technician contacted his superior to work out a resolution, but was told nothing could be done except for me to contact Alienware Support once again.. I contacted support immediately and after an hour of waiting on hold for this or that, they said I could either have another technician come out and replace the lcd again, or send me a box to ship my m11x back for repair or replacement at their discretion. Rather than having technicians visit my house repeatedly, replacing an LCD assembly with something worse than the one before, I chose the latter. I'm sorry for such a long post guys, but having such terrible luck with my m11x and seeing that other people were in the same boat as myself for the most part, sparked me to write down my issues here for others to read and hopefully bring these problems to the attention of Dell/Alienware.

You know, for a month old machine that I spent a good chunk of money on, I really shouldn't be having all these issues right out of the box. Again, I apologize for the length of my post, and thanks to everyone that takes the time to read this novel. I can only hope everyone with issues gets theirs straightened out and as others have probably said: if you have an issue do NOT wait to contact support, call IMMEDIATELY and get things resolved. We've all paid good money for our machines, we shouldn't be dealing with all these issues.

-Clinton

 

I just went to best buy today and tried the paper test on their showcase m11x r1. It passed - i used very little force if at all to remove a piece of paper between the screen and the keyboard. However when opening and closing the showcase m11x, a loud creeking of the hinges can be heard. I pushed on the hinges to check sturdiness. The left hinge flexed considerably and was falling apart, in fact it was cracked along the line. The right hinge seemed fine.

 

i'm surprised that best buy didn't replace the display model that has its hinge broken.

 

PS: Aligment is still wrong, mod changed the alligment to aligment, but the correct spelling is alignment.

Lol just thought I'd point that out, double fail.

Grammar nazis unite.

 

I found no error(s) in your response.

 

Ordered mine about 10 days ago and expecting delivery on or before the 12th, so will update this thread when I receive mine. Nothing like reading a forum prior to receiving a new product, got the nerves going now!
First time posting here so looking forward to catching up and reading some positive experiences on the m11x units.

 

I think the question is whether the keys are higher than the casing... if so then some drag WILL be there. How much is too much? Depends on the hinge placement I guess and interpretation. I think all of us will have at least some drag though.

Im still experimenting with extra rubber bumpers which does seem to lessen the effort required to slide the paper around. No marks yet on screen.

 

Actually the Mods didn't change anything, the request to change the thread title was never processed.

 

Does the keyboard really stick out above the frame for you guys? I'm looking at mine and it seems to sit flush with the frame. And even if my eyes are deceiving me then at most they are raised 1mm higher than the frame. Probably not even 1mm.

 

Keyboard does not stick out. It's the hinges of the LCD screen that is not aligned properly causing wesd keys to leave imprints on the screen. Since the imprints of wesd are not symmetrical i.e. there is no imprint of [];' key, it leaves a user with a conclusion that it was built poorly.

 

When I lay a ruler on the keyboard it does not touch the frame of the base which seem to indicate the keyboard is sticking out slightly... If it was flush then there would be contact all over.

 

I tried the test and it does require some force to pull the paper out. This is strange because there is no evidence of the screen touching the keyboard ATM.
edit: the keyboard is sticking out via ruler test ^

 

True, it would be better if the hinges were such that a gap between bezel and lower case was created or more pronounced. The design tells me nothing can be done really unless you add bumpers (not next to hinge!) to creat more gap. This might look like crap though.

When you have an edge-to-edge flat panel you need a gap! If screen were recessed this would be a non issue. I suspect two diff design teams - one for screen the other for kb.

 

unfortunately my r2 has the small gap with the keys touching the screen glad i got the screen protector. if the screen protector gets scratches i will probably call to get a replacement, if not then everything should be ok

 

Not only is the keyboard not recessed but part of it may be sticking out... On the left side the TAB, CAPSLOCK, Q,A W and S are sticking out on my unit.





And you're giving them too much credit... I'm sure it was the same design team....

 

What sucks is that it's a hit-or-miss with your order--you either get a crippled unit or get a pristine condition unit

 

No comment on my video?

 

Nice table cloth?

 

Thanks slickie! Made me laugh.

Curious just how much tension others are experiencing and if it can be determined by video or other means.

 

What you demonstrated is about what I have on the right side of my R2 as well. Left side I have a little more drag than the right.

I'm not convinced of a connection with key contact and hinge failure though. To me it has more to do with questionable design of the hinge itself. It seems odd to me that they purposely designed the lid so low in the back when closed. A millimeter or two higher and rear stops could have been utilized without stressing the hinge.

 

Agree 100%... the key tension is too low to kill hinges (unless raised a lot) and that lack of gap at hinge side is more likely the culprit as you describe.

Its for that reason I quickly removed the little rubber bumpstops on the hinge side that I was testing with as I didnt like the extra stress it likely caused on hinge.

My left side paper pull is either same as right or a bit less. Some keys are higher than others and any one of which might have more friction moving one direction compared to other so: "who knows".

 

Got my R2 on Tuesday so I thought I would chime in.

When the lid is open at a normal viewing height, there is a visible difference in the space to the side of the hinges, between the back end of the lid and the back end of the body. Looking at the laptop, the right side gap is slightly wider than the left side, as if the screen is crooked/lopsided. It's nothing crazy, but definitely shows something's wrong with production as I have never owned a laptop that had such crookedness. I'm not sure what kind of issue this may cause in the future, but at this moment it's not something for which I would risk sending my otherwise perfect box back. I have no issues with screen-scratching right now.

I assume the others who mention their hinges are unaligned have the same lopsidedness?

 

Mind posting a photo? The gaps should be uniform.

 

Here's the best photo of the gaps I could get. If you can tell, there's a difference between the width. I can also see a wire going through the hinge on the right side but not the left; I assume that's either for the LCD or the WLAN antenna, so maybe that has something to do with it? I can press down on the right side to make it even but it comes right back up (I have only done this twice as I know placing unnecessary stress on the hinges will kill them).

Anyway, not really a big deal unless someone thinks I should get it taken care of. My hinges don't pop or crack like my old R1.

 

My hinges and gaps seem perfectly conform and aligned. But I woke up today and there is practically an imprint of my keyboard on the screen. What should I do? I am using the razer kabuto but that seems to put a lot of stress on the hinges.

 

what should you do? depends on how much you are annoyed by it. But your keyboard leaving such imprint on the screen shows that the machine wasn't built correctly, and your machine may face issues with your computer down the road because i'm sure it isn't supposed to leave imprints.

 

You do not need to get your display or machine replaced because the keyboard is leaving marks on the screen. Just clean them off with a cloth. Every portable I've used for the past 10 years has had this issue - this is not a design problem with the M11x. Replacing the LCD **WILL NOT** change this.

If your hinges are broken, then call support to get a display replacement.

 

Pardon me for my ignorance, but why doesn't the keyboard leave symmetrical imprints on the LCD if it's normal? For those whose keys are leaving imprints on the LCD screen, why is that only wesd keys leave imprints?

Lastly, if it not a design flaw and it is designed within spec, then users who reported that their keyboard doesn't touch the screen have a defective unit?

Thank you very much.

 

So far Brian has been very good at not answering this question... Stating this it's normal for the screen to touch the keyboard DOES NOT MAKE IT SO!

Come on Brian, please explain why all units are not build the same. Should owners of units with the screen not touching the keyboard call support and ask for a replacement because theirs is defective?

 

To be fair, Brian has been exceptionally helpful so far-- I trust this issue is as he says.

It's impossible to mass-produce a product and have each one be exactly the same as the others. Taking into account this is the first machine to ever pack in a very good cooling system with dedicated and integrated graphics cards into a ultraportable body, I'd say AW did a decent job. Not spectacular, considering there seems to be a steady stream of hinge issues (popping, cracking, creaking, breaking, snapping), but I'm extremely happy I can finally play LFD2 on a portable machine.

Brian: thank you for your continued assistance in this subforum. You have been an awesome help to everyone here and we really appreciate this.

 

Yes Brian has been very helpful on Other issues.

Sadly on this one he has not. Either the screen is supposed to touch the keyboard or it's not. This is what he has avoided so far answering.

It's simple, we have units with screen-keyboard contact and units without. Which ones are not properly built? How will the issue be corrected?

This is not a $400 Inspiron we bought, it's supposed to be an Alienware with all that the name implies.

 

I am not sure berating Brian into giving answer will help the overall group at all. I would take his silence as an "I don't know" or an "I cannot say without repercussions with my job".

Looking at my netbook and my work laptop, they have keys that stick out higher than the case, but the screen in recessed on one or has rubber feet that prevent contact on the other. Design issue or not, and this is not a personal attack, but can't you just add a couple rubber feet and have the issue go away?

I understand the need for a perfect system, but there is no such thing (even when we pay $1000+), but this one seems easily solvable.

Now the hinge creaking, cracking or breaking - to me that seems like the serious stuff. I am thankful to this forum so i know to watch for keys making contact and hinge problems when my R2 arrives next week.

Just my $0.02
Stain

 

He actually just posted a response about this earlier in the thread.

I do not believe these are scratches-- I think they're oil marks from constant keyboard use. I transport my R2 a lot (it's an ultraportable, after all) and I don't have any marks on my screen and it's been under a slight amount of pressure from other things in my bag. I keep my hands clean and dry before I type and I try to clean the keys as much as I can.

I'd imagine the only way to make sure the screen does not touch the keyboard is to have the screen sit recessed inside of the black bezel. My BlackBook has a recessed screen and I've never had any marks on my screen after three years of use, but unless the engineering and design team want to completely redo the lid, I don't see this happening.

This is more of an issue with all laptops than it is with the M11x. You might be able to put small, rubber feet on the sides of the base to raise the lid off of the base when it's closed, but that might complicate closing it.

 

I actually ended up finding smudges on my screen so I guess my laptop isn't perfect as I initially thought. Regardless, I agree with ceolwulf and I think you guys are giving Brian a hard time. You guys have to remember that it's machines that are putting these things (or really tired third world country people who could care less about quality control) together; chances are there's gonna be something that's not perfect. While I understand you guys are paying around 1k for this system and want to have a perfect system, that's just not how it's gonna work in the real world.

I actually feel really bad for Brian. It's a blessing to have contact with someone related to Dell/Alienware on these forums that can actually be a part of forum conversations and you guys are ganging up on him lol.

 

He did not answer the question, he stated people did not have to get their screen replaced if the screen touches the keyboard. The question once more is which one is normal for the M11x, the screen touching the keyboard or not? That's a simple question...

Adding rubber feet could lead to additional strain on the hinges which could prove detrimental to your unit and warranty...

Berating? He didn't have to say anything, instead he made comments as to how all this is normal yet never actually answering the question. Again rubber feet are a bad idea unless they are provided and installed by Dell.

Guys, it's nothing personal but Brian doesn't need to be defended or protected. Reps come and go and while they come here to help they also do damage control and will not bite the hand that feeds them.

 

Any further opinions of Brian or any other member here on NBR need to be taken directly to them via PM. Please drop this line of discussion - stick with the thread topic.

Questions/comments on this - send me a PM.

Thanks.

 

He actually said that the screen touching is normal and a common occurrence. I'm not even sure there are people who have a screen that doesn't touch, even just a little. We can't take an anonymous internet poll as fact.

Not to condone warranty fraud, but it would be easy to remove the rubber feet and clean off the base before you send it in. The rubber feet would also apply the same amount of tension as the insert that originally came with the M11x or as the Razer Kabuto (two things that are just as untraceable).

I believe the initial question was whether or not the screen touching is normal. He has answered that. The current question, whether or not the intended functionality is supposed to be touching or not, has not been directly addressed, but I don't think there's enough evidence that it even needs to be asked. The majority of users answered the poll based on the paper test and I can see how someone could mess it up.

Brian has been very helpful and acknowledged the issues that were plaguing some R1 boxes, such as the infamous plastic screen cover warping. I don't think he's here to play damage/crowd control, at least not directly.

 

well i'm not gonna read what Rhodan and the rest are arguing bout regarding Brian's response, but my I own 3 laptops--Macbook, HP from work, and an old inspiron 1505. None of the laptops that I own have this keyboard imprint issue. I understand that edge-to-edge LCD panels are prone to getting imprints of keyboard, but how come MBP doesn't have such issue?

Just for the sake of the argument--if you don't like your keyboard imprint on the LCD, just return it rather than hoping it'd get fixed. MOD I think we should lock this thread as it is going no where.

 

Yes many brands/models out there do not have that problem, from the votes there's about 25% of the M11x that do not have that problem as well. Yes it's not scientific but it's what we have.

Many of us cannot return our system as we are past the return period.

Closing this thread before we get an answer/resolution would be detrimental to all M11x ownwers. After all if they don't hear that something is wrong they can't fix it. And we should not accept poor craftsmanship of what's supposed to be a high end system.

Yes it got slightly heated for a moment and BatBoy stopped by and cooled everything down...

 

Well Brian's already responded, and he won't change his words. Do you think Apple will ever admit that its iphone4 indeed has a critical design flaw that, when a user grabs the handset in a certain way, the phone loses signal? I think not. Unlike toyota's recent recall on its cars, the issue at discussion (both iphone/AW's) is not life threatening, and as such, the manufacturer has no obligation to admit any wrongdoing. I think prospective buyers of this system have more than enough info about this problem thanks to this thread.

As brian said, M11x is designed such that keyboard leaves imprints of its keys on LCD screen, and that user should just wipe it off.

 

Thank you for voting on the poll and keeking this thread at the top!

 

I just noticed that my right hinge moves back when I lift the screen up. Eventually it'll begin to break and I already hear a crack when I lift up the screen :[[[

 

Definitely ask for a replacement now. Do not wait. Tell them that you hear a loud crack when you lift up the lid-- they should either let you get it replaced at home or send yours in.

 

Alright I will ASAP tomorrow. Question, what's the difference between replacing it now or replacing it when it becomes a big problem?

 

Dell can be a pain when you need to have something replaced or fixed. I would suggest doing it as soon as you have time because it might take all day.

You might even be able to get them to send you a replacement laptop before you send yours in if you can sweet-talk. Hasn't worked with me yet (except with the resident Dell representative Brian, but that was a quality control issue), but worth a shot. Even if you have to ship yours out before they'll send a replacement, it's only about a week.

 

well I was responding to KBC88's post: http://forum.notebookreview.com/ali...e-here-recent-r2-doesnt-have-hinge-probs.html and found out that the thread got locked before I could post my response.

Now to KBC88's questions:

It's not supposed to make clicking noise. There is no latch so there should not be any clicking sound when you close the lid.

This means WESD keys will leave imprints on your LCD screen. So you will have to wipe your screen off every day if the imprints bother you. In my opinion, it's not normal for your screen to touch the keyboard--AW engrs agrees to some degree, since they placed two rubber feet in an attempt to prevent your screen from touching the keyboard. But it looks like the rubber feet designed to prevent keys from touching the LCD isn't doing their job .

 

crap. I thought the crack sound would of been normal like a click to let you know its closed. Everything seemed to be alright and I had a good optimus as well, all my games and steam ran fine.

That crack noise is going to worry me now. Ugh.

EDIT: I checked it again multiple times, its not a loud obnoxious crack. It literally sounds like a soft click noise as if it were latching to something.

 

Those with prints from keys can either:
a) sell it off
b) return it
c) add an extra rubber bumpstop
d) investigate the keys as a problem
e) wipe the screen

If the marks are not just "oil" or some other temporary thing then actual scratches should show long before warranty expires.

Adding a bumpstop opposite the hinges (next to OEM ones) will not add to hinge stress at all. Might look funny when lid is closed though.

An earlier poster had a pic of keys showing well above the lower case. To me this is definitely a problem and should be addressed because even when key is pressed it will likely still be too high.

 

curious, on that picture is that a covering for the keyboard? If so please tell me where you got it, because having oil marks from my fingers on the keyboard is ugly =\