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

i contacted Dell and they said they will get a techie to call me to arrange a date to come to my place to fix it once the parts are available. they said yesterday that there would be a delay as they dont have any available spare parts at the moment.......

 

I suspected as much. I wonder how many they've replaced recently?

 

The thing is I'm scared of receiving a screen that will be even worse than mine. Because mine is honestly not that bad. Probably the biggest issue is the gap difference between the left and right side. Is anyone's even perfect? In terms of the gap difference?

Anyways if I do end up going through the replacement process, what exactly do I do? Call tech support and ask for a technician to come replace my screen?

 

Well when open the "gap" I have to left and right of hinges gives the impression that someone has tilted the screen slightly to the left. In other words, when open the gap on the lower right corner of bezel is more than the left.

So far though ok. I think replacement would result in same. The main thing to me is any hinge separation or breakage. The alignment I have doesnt seem to impact anything.

 

Gaps I wouldn't be so worried about. However, I strongly suspect that clicking/cracking noise is a precursor to a broken hinge. People have reported that it starts of as a click, gets progressively worse and eventually the hinge fails.

If they replace it and the replacement isn't 100% good then have them do it again. Start now. You only have a month.

Now.

Do it.

 

yes. exactly like that. show them what's up

 

Repost http://forum.notebookreview.com/ali...n-touches-keyboard-situation.html#post6488141

Well, we all know that keyboard touches screen when laptop is closed. At first I didn't worry about it, cause keys are soft and I thought that the only thing they can is to stain the screen. But today I was cleaning it and realized that it covered with scratches. Part of the screen covered with vertical scratches.



I am very upset. I never keep laptop for a long time, I use it for 1 year and then sell it to buy a new one, so i use things carefully because any blot on the body leads to a reduction in cost.

I can compare this only with another idiotic decision, apple's glossy back plate of iphone and ipod touch, http://i26.tinypic.com/728tcm.jpg epic fail.

 

Ask for screen, and keyboard replacements.

 

You think the will listen to me? Why should they? Anyone received replacement?

 

I had same problem with M1330 leaving scratches on keyboard, and Dell replaced them w/o saying much. If the scratches weren't caused by you, but by bad desigen, or bad installation, why wouldn't they?

I'd make sure they send out atleast 2 things. The LCD panel/assembly, and the keyboard.

I had 2 LCD/panel replacements on M11x R2 already due to the hinge problem (Not the uneven hinge, but the lid not aligned properly with the palmrest, then bad installation by the field tech).

 

Well, then I'll call at the beginning of next year, it will be end of my warranty

 

Waiting until the end of a warranty period is generally a bad idea. Get warranty done as soon as possible so that "new" parts have some amount of coverage.

 

I don't think they'll replace the screen because of the scratches since AW rep posted in this thread saying that it's supposed to touch the keyboard. If you don't have accidental damage, you're out of the luck.

 

Touching the keyboard, and Keyboard scratching the LCD is two different thing. Like I said, they will replace it.

Just out of curiosity, do you own M11x or ever used Dell/AW tech support?

 

Mine just broke today, and I am really disappointed, this is not what I expected from alienware... How was it when it was repaired? do they align it or does it breaks again or i mean has it possibility to break again?

 

Sometimes they fix it, sometimes they break other stuff.
Just keep on using and abusing that warranty. And if necessary, ask for a replacement.

 

mine only lasted, 2.5 months and the hinges just gave in

 

1. I'm just quoting what AW rep posted, and giving my opinion based on his response. I can quote you what he said if you want to look at it.

2. I owned i7 version, returned it for the same reason, ordered i5 version since they gave me 300 bucks off msrp. i'm keeping the i5 regardless of the build quality since it's so cheap.

3. Why were you curious about whether I own m11x anyway?

 

1-Again, keyboard touching and scratching the LCD is two differnet issue. I've owned Dell laptops since XPS Gen1 in the 90's, and Dell has never rejected any reasonable replacements or repairs.

2-Okay... since you brought up the price, I'd suggest you buy additional warranty for 3yr minimum, or you will curse Dell out after your inital warranty expires.

3-Like I said, out of curiosity.

 

Is there a change at the hinge yet ? My hinge is make yesterday and last was make for 1 1/2 Month... I think the next service will come next couple of week that my hinge would broken. Shame for Dell / AW they don t can make a netbook hinge ? My 6 Year Old HP Notebook have no problems with his hinge....

But the replacement and service of AW is very good....

 

For a 1000 dollar+ netbook, it's still inexcusable to have these build quality issues, it's supposed to be a premium product, not something that you have to repair/replace, no matter how polite they are.

I'm also concerned about the lack of comments from Alienware. I wonder if they're weighing the possibility of a recall.

 

Given that they didn't change the design from R1 to R2, I seriously doubt they are even considering a recall. Dell didn't even recall the Optiplex GX270 that had a major problem on every system (link: http://arstechnica.com/business/new...-dell-shipped-12-million-faulty-computers.ars) From the article:

 

I'm also concerned about the lack of comments from Alienware. I wonder if they're weighing the possibility of a recall.

Think they sold about 1 000 000 of laptops and only 1 000 people have this issue. They don't care.

 

and where you want them to reply? Wont be here, at least not in any way that commits them to something - which is normal.

Failure rate at 1yr might be 100% but right now it isnt.

 

Just got my new warranty laptop today, everything looks great on it. The keyboard sits flat and doesnt come close to the screen, the plastic on the right of the screen is not peeling up and the hinge is solid. OCed it and it works fine on that too.

 

I just had my screen replaced. The squeaking noise is gone but I have a feeling it might come back since the gap on the right side is still bigger than on the left. Does anyone not have this problem? Is it worth it to keep asking for a screen replacement or will there always be a gap difference?

 

I had 2 replacements, both had same problem as yours did (gap on right bigger than the left). I wouldn't worry too much about, then again, my warranty expires in 2015 x).

 

I escaped the hinge issue. I have only had my m11x for a week so maybe, I know a big maybe, they have addressed the problem. On mine the gap is perfect on both sides, the front is lifted a little but that is in the design with the little rubber stoppers on the palm rests.

 

To get Dell's attention, we need to have a poll or a partition for the number of people with weak hinge or hinge with creaking/cracking noises.

 

The only thing that's going to get Dell's attention in any meaningful way is when people are having their laptops serviced under warranty.

Polls and posts here are never going to amount to anything.

 

imo the m11x's only con is the weak hinge. If it was good enough, the screen wouldn't move around a lot against the keyboard, which, in the process, would solve the scratch problem. It would also solve all the creaking problems. does Dell not know that, by just improving the hinge, they can save LOTS AND LOTS of $$$ from not having to deal with CONSTANT screen replacements... I'm starting to think that all of these problems are left deliberately unchecked by Dell so that their Indian friends would have some work to do. I'm just real mad at Dell's quality control these days. I have owned 2 Dell laptops, including the M11x, and both have seen their share of problems.

 

i had a techie from Dell come over my place this week and gave me a replacement screen for the hinge problem.

now it doesnt crack anymore, but i will sell it just incase it happens again in future.

 

I am sure that if what you are saying about the cost/benefit were true, Dell would have fixed the hinge. Since they didn't they figured it's cheaper to replace screens.

 

So how do I return my old system? I didnt get a return label or any info on how to send it back.

 

Well, looks like I'm calling Dell in the near future. Here is a screen shot of the dreaded hinge issue. It poped yesterday and when the hinge comes loose like this, your screen will be all over the keyboard.

 

Try calling Dell.. lol

 

WOW now THAT is a broken hinge!

Did it just break through normal usage (ie opening and closing the lid)?

 

Yup, in the evenings I just open it, sit on the bed and email/browse the web, and it got more and more loose and a lot of slack/play in the hing, screen flopping around. Last night the whole thing just split though. Tommorrow I'll be calling Dell, hopefully they send a replacement and then I send this one back. I don't want to have to mail it in first. I'm in Iraq, and will be out of here in three months. So if I have to mail it first, I'll wait till I get home.

 

I wonder is this ok? Why this hinge go back and forward? Do you all have such behavior?

YouTube - Weird hinge movement on m11x

 

Yeah my first one did this. This is the beginning of the dreaded hinge issue, I'd get it replaced ASAP

 

Crap... Gess l'll ask them for prolonging my warranty.

 

Yeah, the hinge most definitely should not rock back and forth like that. It should be stable throughout the range of movement.

 

I would be happy if anyone will post video of your hinge behavior...

 

I have my R2 for a couple of days now , I use the white sheet that came with it to protect the screen from touching the keys and the hinges work fine without any cracking noise .

 

I bought a Razer Orochi gaming mouse and just happened to pick up Razer Kabuto gaming mat to go with it prior to my M11xR2 arrival.

Turns out the gaming mat is the perfect size to fit between the keyboard and screen. It fits perfectly edge to edge and covers the entire keyboard front to back without hanging over the edged of the laptop. It is also thin enough to allow the lid to close with little to no extra pressure on the hinges.

I highly recommend both these products to accompany this little gaming powerhouse.

 

Oy, it's even cracking when you lift it, that can't be a good sign

How long have you had it for? Did it do this since the beginning or did it just start randomly?

I ask because I haven't gotten my m11x yet but I want to be on the lookout for this problem and get it replaced ASAP. Terrible construction there for an Alienware.

 

HOw thick is the mat? Asking because i'm wondering how much bigger the gap between the lcd and the keyboard base will be with this mat in between the two after the lid is closed. Thanks!

 

I had the same exact problem as you vorob. Call the second number and you'll be able to talk to someone to get a tech sent in. Show him that video for evidence and he'll set up a tech to come in and fix it for you.

 

Pulled from the link supplied:
Size: 280mm x 195mm x 1.2mm

So 1.2mm thick

 

You already done this? Tech replaced whole screen?