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

An R2 model, right? 6/29... it means that the problem may also affect R2 models and was not fixed in the end of june.

 

I just don't see how they can fix this issue without a re-design, the part where the hinge connects with the screen is the flimsiest thing I've seen on a laptop/netbook.

If I put my hand on top of the screen and even push down slightly, I can see the hinge being stressed like it's about to break. This thing wouldn't stand half the punishment my Dell Mini 10 received... Forget about a Macbook comparison.

I thought Alienwares were solidly built, I dont know what went wrong...

 

Spoke to dell today, they are sending a tech to replace my screen.. But I hope it does not happen again..? Anyone had it broken again?

 

Well, it seems my laptop is perfectly fine. The Gap between the hinges looks even and the hinges seem aligned. Though the left one is slightly off, but I can't tell. I will post back if my hinges happen to break.

 

How long have you had it? One of mine seems slightly, slightly off, but that's apparently how they develop over time.

 

I have had it for 9 days now.

 

Okay, moving the discussion to here.
Regarding the pictures I have showed, what you guys think? Are they different? I don't have a M11x with me to check.

 

Add me to the list of people with misaligned hinges. 1 week old M11xR2, silver. Gap on right is distinctly larger than gap on left.

Damn, I hope this doesnt mean its only matter of time before my hinges die.

 

How does it look when it's closed? Do the front edges line up with the base of the laptop? Does the screen make contact with one bumper before the other? When moving the lid through its full range of motion is there any lateral movement observable at the hinge?

 

Edges seem to line up ok when closed. Hard to say about the bumpers when closing, I think the screen touches evenly, and theres no lateral movement on the hinge when moving.

But like I said, its only a week old.

 

I did the paper test, and the paper slides fine on one side, but not on the other. So yeah, looks like my machine is misaligned, I just knew I'd get one of the defectives.

I still dont understand what the poll options have to do with the hinge issue...


It's a shame because I'm honestly in love with the rest of the machine, I'm really comfortable with the keyboard, etc. I've been using it instead of my desktop all day!

 

Well my only comment is the one is from an M15x and the other M11x is from my R1 M11x when I fitted the cables for the 5530 card.

The issue of the hinges not locating correctly is very weird - either as has been shown on the m15x the plastic holders are stripping out of the metal threads or the actual hinge is breaking but when I pulled mine apart the hinges looked OK in other words I could see no difference here then the other 10 odd laptops I have pulled apart as far as a clear weakness is concerned.

Mine has no warranty (second hand of auction site as factory second) so I have no warranty to be concerned about when I rip mine apart, not recommended for others!!!

 

I've updated the first post to hopefully summarize the hinge situation...

 

+1 repped for your effort

 

Thanks!

As I was not aware of this thread in the beginning, I didnt know there's a Dell/Alienware official rep in these boards, why did he go silent?

Conspiracy theories, begin!

 

I think people who ordered later, like me, 19th july, should face no defects. I was expecting a hinge problem, but its a non-issue not perfectly aligned but doesn't sway or touches the keyboard.

 

Both are pictures of M11x machines, no? I always thought the first pic is jonjonk's M11x while the second is yours. If so, the things attached to the plastic where the screws go look different. I don't know if this difference would then be due to one side being different in relation to the other side (one pic is from the right side while the other is from the left) or if machines would have different designs, being one design more fragile than the other.

 

I don't think you are correct. Mine is actually better than yours--perfectly aligned hinges--as well as not swaying, and I ordered when the R2's came out. Also:

1. Some people don't have their keyboard touch the screen, regardless of time of order.
2. The Dell reps didn't start claiming it was fixed until after you ordered yours, so yours shouldn't have the fix (if there really is one). Plus, said fix wasn't claimed to fix the keyboard-touching-screen issue.

 

I don't get why it's so hard for Dell to attach a screen to a keyboard...What I find curious are the people who say the first time they opened their mx11 they heard the cracking sound and the hinges appeared stressed..apparently Dell has no quality control in their factory because it would take a tech two seconds to open and close the lid a few times, just to make sure they weren't sending out faulty units...

 

Well I called dell yesterday about my hinge issue. I'm sure many of you saw the picture. I explained to them the issue and they said "ok we're sending a new screen" Phone call only took 15 min, and they are sending it out for ME to install, not some clueless tech, which is nice. Should be here (Iraq) in a few weeks. Pretty good customer service if you ask me. They never once tried to avoid replacing it, or try talking me out of doing the screen replacement myself.

 

Take pictures once you crack that thing open.

 

I like what Rhodan said in other thread:

So, now what? So far, Dell seems to be sending even new screens because of the problem. Great, but there is no word about what is going to happen with those who may see the problem only AFTER their warranty is over. This can penalize exactly those who are being extremly careful with their machines because of M11x bad hinge reputation now.

You see, the silence (when not the deleting of public message) is the problem. People make mistakes. Companies make mistake. It is human. However, if there was a mistake, it is much better (maybe even cheaper) if you recognize it and say that you are working on it and you are going to do your best to compensate the affected consumers. I would buy again a product from a company like that, even after a mistake, because I would know that the company listens and cares. Just it.

 

i sent a message to some high up dell production liaison. but they dont seem to respond

 

I don't think this is Dell's fault, the design is made by Alienware after all...

That's nice, but is that what you expect from a 1000+ dollar laptop? Would you have bought it if you knew that was going to happen? Maybe at half price...

My 300 dollar Dell Mini feels sturdier than these hinges. :/

After playing more with my Alienware, I feel the screen is definitely not built for the long term. It's natural to adjust the viewing angle by moving the screen back and forth from a corner, and that looks like it stresses the hinges. You can literally feel the screen BEND if you do it slow.

Even slightly resting your hand on top of the screen you can see the hinges moving down. As if the screen itself was too heavy for the design. Maybe if they moved the hinges further away from the center. They're just too close to the middle.

I've had an inspiron, a mini, a macbook pro, and the screen was never a problem...

Anyway, I'll keep using mine and hope the warranty covers me by the time they fully break. It's a shame that it is basically perfect for me, I love the screen size, the speed, the keyboard, everything, but the hinge screws it all.

 

after reading this and the other hinge thread ive decided to cancel my m11x

the shady practice of switching shipping dates didnt win them any sympathy either.

by bye dell

 

Are the Dell tech so bad at replacing the screen? I am getting not sure I want them to come monday now...

 

Every tech's competency is going to be different. From what I've seen there have been more positive comments about their work than bad.

 

For me the hinge isn't so much the problem, its the fact that the keyboard will scratch the screen when the laptop is closed that is the problem, and now my replacement screen is creaking even worse than the original, which never creaked... So did Dell ever resolve the hinge issue?

 

We do not know if the root cause of the hinge issue(s) has been identified and corrected since Dell has not provided us with information on this. The resident Dell Rep has not posted any additional information on this issue in quite a while.

 

Where is that Dell rep anyway?

BTW my keyboard does touch the screen, it leaves smudges on screen after closing the lid.

 

FYI: Summary of the poll so far:

 

I'd still have bought it. Obviously no one expected it, but it is what it is. On the other hand I've never had an issue with customer care, and it fits my needs well. Granted it's an inconvinience, but I have other computers to tie me over. On that note I got the notebook at launch time for the R1, and snagged it for $800 flat shipped. With the exception of the hinge, I'm happy with it. I just have a think cloth I stick between the keyboard and the screen when I shut it.

 

Just adding my new system info to the mix. M11X R2 ordered July 21, received July30.
Mine failed the paper test and I need very very slight force to remove the paper.
The hinges are silent but I can visibly see a difference between the distance of the lid and keyboard on each side. The side with the ASDF keys is where the lid is closest.
The keys barely touch the lcd when closed leaving no scratches but they do leave smudges. (I keep a thin cloth protector in there to stop it)
Finally I can see my keyboard is kind of wavy looking with the raised portion being the WEASD. It makes me want to take it apart and 'fix' or reseat the keyboard. It looks like it's under pressure to me.

 

The WEASD area of the keyboard being slightly raised seems to be very common. Myself and others have pulled the keyboard in order to see if there's anything to be done about that and so far no one's come up with anything.

 

Could anyone who have already opened an M11x confirm if both of those pictures are from M11x machines and show different set of nuts for screws?

 

Hard to tell, the nuts seems to be in the same position but the 2 pix are from oposite sides.

Would be great if the poster of the second pix with the new nuts could come forward and let us know which model that screen is from...

 

My left hinge (the one by the fan) started making noise today. I've had it almost exactly a month. I'll be curious to see how much longer it will be until it significantly breaks.

 

Yeah, my squeaking is getting more prominent. Started after about 7 weeks of ownership wherein I've been excessively careful about opening, closing, touching, looking at or thinking about the lid.

 

can you post a video? i just want to hear what people are talking about.

 

i dont think a video is necessary basically any noise from hinges is not good mine makes a creaking sound as i open and close it or even just move around if its on my lap

 

I'll post one tomorrow - I'm deep into Metro 2033 at the moment!

Mine doesn't sound like YouTube - M11x r1 Hinge issue. It's more of a creak/squeak.

 

Isn't the raised part of the keyboard just the way it's designed? Or are you sure it's not an optical effect from the lighting?

Well, you're clearly a guy with $$$, you have a bunch of computers, but for most people, 1000 dollars is a significant expense, and something that requires a certain level of quality.

I'm in the same boat really, I think the machine is awesome after using it for a few days, but shame about the hinge.

 

1K for a computer these days is kinda cheap compared to just a few years ago when you consider what it is you are buying.

That said, a flaw is a flaw and shouldn't be. Cheap or not is a lousy excuse. I'll certainly not be afraid to make use of my warranty rights when the need arises.

 

My right hinge is some sort or loose. If I open my laptop and then close it, it is about 5mm higher than my left one, I can also move it in many ways(not just turn it).

Also the right side of my screen is about 5mm higher than the keyboard. I can push it back but I think it will break really soon since it's also making a weird noise now.

Going to call Dell tomorrow, hope they'll fix it.

 

Today's count of M11x with keyboard touching the screen with 202 people responding...

72% overall
71% of R1
66% of R2

Questions for Dell, we know you guys are reading this forum...

We still haven't heard back why we have systems with and without screen/keyboard contact. Which is normal?

We still haven't heard back from Dell as to which fix if any was put in place to correct the hinge breakdown many have experienced. Is there a fix and if so what is it?

And finally if there is a fix are there plans to replace everyone's screen with one that is properly designed to sustain normal day to day use?

 

Ok, my first trip to the beach and I think my left hinge is getting broken. Why I do think that ? Im staring to see that the left hinge down side it is not aligned with the upper side, and also because im staring to see like a crack between down and upper side with a white thing inside.
I have not read this hinge threads, but now I think I will need assistance with this :S... Is there a solution or how do I exactly fix this initial problem ?
Btw, do you think that my USA warranty will get covered if I live in mexico?

PD: -1 "No contact between screen and keyboard"

 

Just got my hinge fixed by a tech. I actually broke the day before he came, it was just noisy before.

I have a bad feeling the problem will come again, and if it does, I will demand a refund..

 

I think you will have an uphill battle if you are outside of the return window because Dell will just keep on repairing your screen if it is broken--until you are out of warranty.

 

Well, we have some great customer rules in Norway. If it gets fixed 3 times for the same thing, you can return it. So I guess that should work..