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

I believe the poll here is quite accurate, so easily 30% of the systems are having problems - that is a huge number. That being said I too doubt there will be any real fix forthcoming - unless the one poster who claimed to have a larger left hinge after a repair is indicative of an issued field repair. I've sort of resigned myself to fixing it myself when the time comes if that is possible; if it weren't for the good luck I've had with my M17x-R2 I am sure I would never buy a Dellienware again if all I had experienced was the M11x problem.

 

True.

It's like a war, if you weren't there you don't know what it was like.

To those who's hinges have failed and those who own an M11x, I doff my cap.

I was thinking of those who have not experienced the 'joy' of owning an Alienware notebook. Will they do their home work and read up on past Alienware notebooks and how Dell has supported us.

I say Alienware in general as the M17x is having it's own problems, again with Dell reluctant to assist those who have already purchased the device. And now with a new M17x on it's way, which in turn may reduce Dells focus on past models.

Thus we see parallels in Dells support and how Dell operates.

And here it is: Alienware M17x power related GPU issues

Hay @PurelySatanic, if you pulled the strings to get Engadet to comment, maybe the same editor could write a post on the M11x hinge mounting issues.

If Dell keeps this up they'll trash the Alienware name and anyone buying one would be laughed at by the masses.

Dell, the piece of coal from Santa Claus is on it's way. And yes Dell, you are on the naughty list.

 

No. It's not even close to being an accurate reflection of the M11x owners who actively read and lurk here on this little sub-forum, much less all M11x owners on the planet.

A) This thread and that poll started out as a screen contacting keys thread. It then sudo-morphed into an all hinge thread as there was some people that theorized that the two were connected and as it turns out they're not.

B) The poll is without question skewed towards people that have the issue it asks about stepping up and voting. The casual forum member that lurks or posted for a week or two here and did not have any problems is infinitely less likely to cast a vote. Let's not kid ourselves about how informal polls on this type of forum work.

Lets just pick 10% as the possible number of owners that have had or will have hinge failures. It could be more, it could be less. It's still 100% unacceptable and illuminates a serious design and materials flaw that should be dealt with as a manufacturer's defect. The fact that the current fix is just as likely to fail takes the issue to a whole new level too.

Shame on Dell for dragging this out. We know they were aware of this as early as June of this year. They were making claims that it was being addressed then with a fix in place then quickly retracted that statement. Shame, shame shame.

 

curseit, add me to the group of KB bumpin lid.

 

I found it funny how the official statement that keyboard touching the screen is normal and was, I quote, on all laptops erawneila used in the last 10 years. Maybe he should try something other than Dell. For example, a Thinkpad. Seriously.... don't insult my intelligence in addition to selling me the (relatively) expensive laptop with multiple design defects.

 

Yeah... this'll be the last laptop I buy from Dell. Their ability to not care is about equivilent to my ability to ignore Dell forever. I don't like Lenovo, either, so I'll probably leap on a Sony laptop sooner or later

 

had some nasty cracking/popping sounds just now. Much hinge deflection now (wobbly rotation axis). No hinge cover separation yet.

Will not be long!

 

I had a replaced hinge yesterday... I just want to know that have the hinge problems solved yet ? i'm a R1 owner

ps: should I do the same things like this video ... http://www.youtube.com/watch?v=3_FnaeglhuY

 

are there anyone who's m11x R2 owner have had the broken hinges?

this issue seems to be really popular on R1

 

Plenty of R2 owners have had failed hinges. The LCD/hinge assembly is the same for both. If there are more reported R1s then that's likely due to their being 3-4 months older than the earliest R2s.

 

My R1 just made a nasty pop when I closed the lid, the hing that made the pop has moved alittle so I guess I will be contacting dell about it. I bought it in July so I guess it might take some time for the hinges to go out.

 

Man, this really makes me nervous. I know it comes with a 1 yr warranty, but stil having to go through this crap. My biggest issue would be with removing that front screen protector (glass) and making sure no dust gets in there. Maybe if I find a large microfiber cloth and just drape it over the screen when working on it, and just keep the glass face down on a lint free cloth. Nothing is worse than getting it back together only to see some dust right in the middle of your screen.

 

guys please enlist to the list of broken hinges to support our cause. its really making a long list and i hope this is gonna solidify our claim for this delima that dell should be addressing real soon.

 

Add me to the list. My lid is touching the keyboard, it seems. Didn't notice it for a while, but traveled with it today and saw the keyboard outline on the screen when I opened it up. Also, the seam along the center hinge is starting to widen a bit on the left side. Drat.

 

I have the exact same problems as kovboi; keyboard imprints on my screen but as yet no scratches that I can see and the left side of my hinge AND the right side but not as severely - is also widening. It was actually when I just happened to push the LCD a little bit to the side and I didn't think it was a problem then, but since discovering this thread and other people's complaints I'm not too optimistic. There isn't any cracking sounds yet and the hinge still moves normally. Just wondering if this will escalate to the cracked hinges that other people seem to have? I have an R2, by the way. Should I call up Dell now?
I've only had it for about two months...
Edit: also forgot to mention the screen is a tiny bit looser than it should be. When I place it down, for example, it moves backwards by itself a little bit.

 

Touching keys has zero to do with hinge failure and will not be sufficient cause to call Dell.

ALL the M11x's have the same design flaw and WILL touch the screen if any keys are above the case plane or enough pressure is applied when closed. Sadly many keys are high enough to contact since the screen "glass" is not recessed and the rubber bump stops are small.

 

However, the hinge failure thread was merged with this one so both issues are being discussed here.

I would assume the hinge issues is sufficient to call Dell support regardless of the keyboard/screen issue. I'll find out after the holidays.

 

Just reminding everyone to call Alienware, not Dell, about their hinge issue.

 

So my refurbished m11xr2 came in today...

It didnt come in the original box, it was missing the customization plate and had tons of fingerprints everywhere!

Not sure if it was just an oversight but the plastic piece between both the hinges is separated a bit, which is causing a squeaking noise and seems a bit hard to move back and forth. I realize the refurb might be exactly that, a fixed hinge problem... but is it indeed fixed? Best way to check?

After further investigation, I disassembled the front panel and noticed a "check" on the left hinge as if it was "passed or OKed"... with the panel removed i no longer hear the squeaking, looks like it was just rubbing since it wasn't on properly. I cant seem to put it back on without it separating as i press in all the tabs... all of the "teeth" seem to be fine

Needless to say, I called dell and they're sending me a replacement, hopefully new! but for now i get to test this lemon out

 

It's just ridiculous that Dellienware has not fixed the hinge problem yet, this is really making me wonder if they are out to kill the Alienware line by allowing a problem like this to fester on all this time and create bad press - Youtube is chock full of examples of this problem. Not making changes to the R2 was just unconscionable in this regard IMHO.

 

There is no conspiracy theory. There is a very simple reason why they have not re-designed the hinges and issued a product recall: If it's cheaper to keep fixing the problem rather than issue a recall, then they don't issue a recall. Haven't you ever watched Fight Club?

 

Today I Dell replace my computer LCD pandel because the hinge problem. Now is fine, tight not loose like before. My question is anyone that have changed the LCD by Dell have the problem again or Dell have already fix it?

when i call Dell to report my problem they seemed to know about the problem because the guy on the phone describe my problem even without me saying anything, so i assume that they are aware of the problem and they already or there is a fix on the way. Also the guy who isntalled the lcd said to me if the problem persist call dell!! So im afraid the problem came back again?
what do you think or know?

 

They processed a replacement with ease... basically no questions asked

 

I called them, they got the parts, Dell tech came to my house, and 25 minutes later, my M11x was fixed.

 

Yes, I am fully aware of the cost issues, etc, BUT...

An example of how this kind of thing happens is for instance execs at GM who feared the success of the Saturn line managed to get the cars made on the oldest assembly lines, thus ensuring poorer quality. These kinds of power games do get reflected in the market sometimes. BTW, no I have never seen Fight Club

 

I have barely had my M11x-R1 for a month and the left hinge is creaking, how long before you had issues? Did the just replace the screen plane or the whole hinge set?

 

More noise over on the Dell AW community forum about the hinges.

Re: m11x hinge issues? - Alienware Forum - Alienware Club - Dell Community

On page 6 it's mentioned that they're supposedly awaiting some sort of fix from Flextronics and that once they have that it will need to go through whatever passes for internal validation at Dell/AW. The same engineering validation that thought this design was adequate the first time and that had forgotten the lessons they /should/ have taken from m15x hinge design flaws.

 

Sounds like the perfect Christmas story.

 

Christmas 2011!

/grinch

Let's hope that they see fit to extend warranties for this issue. Based on Chris's comments, that's still being discussed.

 

Chris from Dell is taking a beating on that fourm, lol.

 

He is the poor sod. Being the face of Dellienware at the moment is probably one of the worst PR jobs around.

 

The M11x is a bit of a Jekyll and Hyde.

Hinges aside, the system combination and build is pretty awesome.

You're still hard pressed, even today to find a sub 12" notebook with the power of this beast.

Ah, but the hinges. The dark side of the M11x.

It'd be super mega awesome if the Dell legal team find in favour of the average M11x punter and extend the warranty for hinge mountings beyond the standard one year, gosh some people have had more than three(3) monitor/lid replacements and I've had NONE!!!. I should at least get a free one and doubly so if the 'new' free one is to have more robust mountings signed off by Flextronics than those already sent out as replacements.

It'd be just my luck for my M11x to 'pop' it's lid a month after my warranty expires and only to find I don't get a free one.

I would very much like a free one. And Dell would be " Unforgiven" if I didn't get a free one.

85 days and counting before my time is up.

 

Don't hold your breath - personally I'm not expecting anything from Dell these chaps have your money so why would they actually do anything other the swap out the screen until your warranty expires. Once out of warranty the problem is no longer Dells.

Now that may be the pessimistic view in some peoples eyes but I think you will find it is the reality of the situation.

 

Hey, don't worry about it guys, they're "Looking into it"... They have been for 6 months...

 

I have priblems with my R1, i bought it from best buy on may, one week ago i get my screen replaced (hinges breakup), the problem is that it doesnt get closed normally the front part of the screen gets partially open like 5mm, so when i put it in the bag for work it gets closed a little forced, and now it is getting dust between the lcd and the screen protector, the same happend with the older screen, is it a bad symptom? the lcd will break again? it has to adjust because is new? im afraid it happends again. i dont know waht do you think?

 

It needs to be replaced again. The lid should close and rest on the body very evenly. That alone is grounds for having them do it again correctly - with a new replacement LCD assembly. Do not allow them to try to fix the existing one that's screwed up. When they replace it this next time make sure you test it out by opening and closing the lid enough times to where you're satisfied that it's properly repaired /before/ the tech leaves. If it's still not correct then have him get on the phone with Dell while he's still there so that he can explain to them what needs to be done at that point.

The fact that there's dust starting to show up is possibly an indication that the replacement part was refurbished and badly at that. Are you in a particularly dusty environment a lot?

 

im not in a dusty enviroment at all, now im not working so i used only on my house, im going to call them again to see what do they tell me and post again. Because the lid really doesnt fit flat

Thank you

 

My hinges seem to open and close much quicker after two weeks of use. Originally they were much tigher and now they are much more loose. I know common sense would dictate that something like this will happen to everything, but I can't help but grow a bit paranoid since I occasionally hear a small creeking sound.

 

heyy guys, i have had my m11x r1 for a few months now, and it has a clicking sound when you move the lid, the hinges seem to be in alignment, i dont have any key marks on my screen and there arent any marks from the keyboard, i tried the paper test and the paper would only move when i put some force into pulling it, im just getting abit paranoid about the clicking sound, any help would be greatly appreciated


(sorry if this question has been answered previously, not had time to read all 140 pages)

 

If there's a clicking sound from the hinges whenever you open and close the lid, then that's a sign of hinge failure. It will only be a matter of time so have the Alienware number ready.

 

If the "click" sound you hear could be made my thin plastic cracking or breaking then it probably is.

 

Also keep in mind that keys contacting the screen aren't related to or indicative of a problem with your hinges. Two separate issues.

 

Well, it's rather (un)official. My M11x hinges are making real loud clicking noises everytime I move it. I'll have to call Dellienware in a few days when I et back to my apartment... Ugh, I'm shuddering just thinking about having to go through bad customer service. Now if you all will excuse me, I'll be in the back corner in a fetal position rocking back and forth.

 

I have reason to believe that after 9 months of use my hinges are on the verge of breaking. The right hinge appears to be rubbing against the hinge cover causing a prolonged creaking accompanied by a vibration. The hinges still function and there isn't a discernable crack on the seams, however, I am starting to get worried. Should I call for a replacement LCD screen now or just wait?

 

for me if the warranty isnt due I will wait as long as possible in the slim chance they redesign the replacement.

 

Same here. I'm waiting find out what Dell decides they're going to do before I have mine replaced.

 

Updated - DELL Chris M replies to clients in his post and thus it looks like DELL Chris-M is making a statement.
Read and then re-read DELL Chris M posts as they may make sense if you don't just breeze over them like I did.
So the following is all wrong as DELL Chris M was just replying to someone who said their mate said...

I'm so sure Dell has at least one computing Psychologist working for them as this is brilliantly penned. Top marks. Dell is not stating anything, just someone's mate.

I so love it when a company gets it own information disseminated via a mate. I wonder if Chris's mate is a sales rep. Sales reps seem to operate in the Devils playground and have fixes for a lot of things.

The subterfuge of positive spin for ongoing sales of M11x and marketing is there too, with a green tick for future sales of the M11xR3 .
A clear line drawn with M11xR1/M11xR2 on one side and on the other side (the good side) the M11xR3

This is classic smoke and mirrors. With a hint of drowning, not waving.

So is Dell's mate (bless him) saying, buy a new M11xR3 and the hinges are fixed.

Same story, new twist.

 

wow. bu. de. err. eh?

 

So disgusted right now.
I actually took a screenshot and have saved Chris' reply should it ever get deleted.

 

Probably a wise move as at least one of Dell-Chris M posts was removed in the past, regarding M11x hinges.

Must admit I was wonder how one could top last years, "we're talking about fixing M11xR1/M11xR2 hinge mounts" without actually doing anything.

I wasn't counting on the introduction of the M11xR3 as a potential fix. (Not surprised though).

So, how will Dell word the February/March instalment of the hinge saga if they don't do anything. What with early adopters of M11xR1 considering warranty expiration around this time.

As someone once said, "I want to believe".