M11x warranty repairs are becoming a pain.

Hi all,

So I've had my M11x R3 for 3 months now, it was working fine with no issues other than a driver issue for the Nvidia GPU.

Anyway, I noticed last week that the soft-touch paint was peeling on every corner of the laptop, this being the soft-touch rubberised paint.
It looked rather terribe and I was concerned it would spread across the notebook.

I shot a PM to ejohnson about what to do, as he seems to be the paint expert per se... (so jealous of the portal white).
Anyway, he said to call Dell and get it fixed as it was (is) still under warranty.

I recieved a curtosy call from Dell the next day (funny that), just to see how the system was going.
I told the lady on the phone the issue and emailed her photo's of the peeling paint.
She then agreed for the casing to be replaced. So the next day a tech comes around, replaces the casing, all looks pretty sweet... Except the LCD wasn't soft-touch, it looked rather odd having the lower casing soft-touch and the LCD not.
Also, the webcam didn't work.

So the tech organised for a soft-touch LCD to be sent out, so that got replaced about 10mins ago, and again, the screen wasn't soft-touch and the webcam still doesn't work.

So now the tech is saying that it may be that the connection on the motherboard is probably faulty (note: the webcam worked fine on the original LCD, except the paint was peeling on it)

So now on Monday they'll replace the motherboard and LCD (better be a soft-touch one). and if that doesn't resolve the issue, then I better get a whole new computer... and hell, they better give be an upgraded version for this hassle.

The real issue is, I'm making AR games and face detection games for my assignments at the moment... And they rely on the webcam working...
I have my M15x to work on, but still... I need this sytem working 100% and I definately would like the LCD to be soft-touch, no matter how "cosmetic" the issue of the finish on the LCD is, I paid a considerable amount on this computer, and I expect Dell to live up to what they sell/advertise.

Fantastic computer, handles all my needs.
But is just becoming a real headache.

So, should I:

A) Just let them replace the motherboard and LCD, hoping that it works and is soft-touch.

B) Get the motherboard replaced and if the LCD isn't soft-touch just live with it.

C) Complain until they give me a whole new system... With upgrades for the hassle... (I don't care for upgrades that much, would be nice, I just want a system that works without the paint peeling on me after such a short time)


I sure hope someone read such a long whinging post... Sorry about that, just needed to vent and I guess add to the pile of AW/Dell warranty horror stories...

P.s - What's the deal with new threads not posting properly?

 

haven't had any thread posting issues.

also what do you mean peeling? mines worn around edges, thats about it... Don't really mind it that much...

As far as i can make out DELL sends out some local techs or something, so i guess the quality of the job is fairly random... i have read some fairly dire stories about them. Good thing i am perfectly fine working on it myself.

Call em up and see what you can get... wouldn't be the first time i see tech dell sends forget to connect something or damage something...

 

It was worn on the edges, but was getting worse day by day.
On the corners and then started to ware away on the left hand side.

Yeah, I'm going to see how the replacement goes on Monday, if they still bugger it up, i'm gonna call customer support and not put the phone down until it's resolved.

I wish I had the know-how to do this all myself. :S

As for the posting, I hit the "submit thread" button and none of what I post uploads... ?

 

careful of cases or sleeves that are abrasive and/or rub the case.

 

I had it in this: Amazon.com: Mobile Edge Alienware Neoprene Sleeve M11x: Electronics

 

It's just becoming a real pain. I actually have had to take 2 days off because of this.
It's killing my study time too, because I get alot of homework done on the move, ie on the train, in a cafe ect...

From the sound of it they're going to replace it with an i5 board.
I really would like the LCD screen to have the soft-touch finish too, just to keep the case consistent. Right now the base is matte soft-touch and the LCD is shiny... No matte soft-touch finish.

It's really getting annoying and taking time away from my work and study...

 

Yeah, just keep at them and it will get resolved.

The webcam issue doesnt sound like a motheboard, but rather it sounds like they keep sending you r1 screens (thus the no soft touch)

I think the r3 came with a better cam than the r1, so it might not be compatible.

 

Yeah, I will.

I thought it was R1 screens too. They keep saying that these are the "new" screens after all the R2's had hinge problems... But they're not because of the no soft touch.

Ah, I didn't think about the incompatibility.
The cam doesn't show in device manager, Live central or Flash when I try to access it... Keeps saying it's not supported... So it would make sense the incompatibility...

I'll see what Monday holds in terms of the motherboard and LCD replacement... I personally don't think it'll change a thing as they'll just keep using the same model parts.
I keep telling them it's the wrong LCD, but they keep sending it... -.-"

So right now, I'm aiming for a whole new system... Because I doubt their work as it's done no good so far...
And I'd love to try and score an upgraded system for all of this... Time wasted really, from class and work... guh.

 

For them to send out a replacement unit, IIRC their "protocol" is that you have to send your unit into the depot for "analysis" and then within 30 days they will let you know if there is proper basis for a replacement and then take it from there. But i'm pretty sure it still has to be within the 30 days grace period?

That's what i got from customer support anyway - i was told that was the only option but i couldn't because i was only there on holiday so instead they agreed to a return with full refund and then gave me the same discount i got on my R2 on an R3 unit instead. So essentially an upgraded replacement with more cash in my pocket than i started.

find out from them first though, the last thing you want is to make a decision you can't back out of based on wrong info you've been given (it has happened to me with Dell, they won't admit fault either).

 

Ah joy... I like how it's gone from something thought to be simple to this whole over-the-top ordeal.

I just need a working notebook with webcam and want the soft-touch LCD... They said it was when they sent it out the second time, and it wasn't... -.-" and I need the webcam working ASAP! Guh.

I'll see what Monday holds.
I'm not keen on them taking the laptop to the depot for "analysis" for a possible new system, as I have sensitive data on the HDD.

 

Then don't push for an upgrade you don't need.

What you DO push for is to resolve your issues. Dell/AW owes you that and no reason why they can't.

Always document every chat or phone call. Note WHO did the work (its on the copy of work order anyway) when serviced and if needed ask for someone different... which your location may prevent.

 

Haha, yeah.. greed I guess.

Yeah, I'm just trying to push for a resolve.
I emailed the rep about the possibility of that R1 LCD's are being sent instead or R3 and that they possibly may not be compatible as suggested by ejohnson.

The irony is, the email got a bounce reply saying that the rep will be in training until the 22nd... -.-"

And I emphasised that I'm having to day days off work/uni because of this... Which I am... I'm out of pocket $120 so far because of this hassle...

I have all the names of people who I have spoken to or the techs... It keeps being the same two techs coming out...

 

It may be an R1 style screen but suspect its new inventory from the whole hinge/panel fiasco. I wouldn't give up on the style you want and paid for!

Same techs will keep coming as fixing screw ups is likely difficult to claim against Dell if new guys show up BUT if they are incompetent you can complain and have someone else (diff support company) come out. Again, there may not be others avail in your area. That said, mistakes happen so unless the two guys are screwballs let 'em sort out the mess.

Check the parts carefully before install. If wrong you can reject on the spot and save some hassle of teardown.

 

Yeah, I was thinking that the screen was an R1 hinge-fixed LCD.
Yeah, I want the soft-touch.

So just keep poking them until they finally resolve it?!
They call about the LCD everytime I tell them it's wrong, re-ordering the soft-touch one, but when it's delivered, it's still not the soft-touch LCD...

Yeah, I'll do that next time.

What are your thought on it being the mobo that buggered that's not allowing the webcam to work?
I personally think it is the older screen/webcam incompatibility...

 

I doubt "old" screen compat issues but you can always check the #s and specs. I would hope they get it sorted soon!

Arm yourself with part numbers to check when they come out again. If nothing else you can pass the time comparing while tech works

 

Well, it's all fixed, good-as-new... except that the edge of the bottom case is sticking out by half a millimeter... Just a tad annoying to feel it there at times... But I'm not gonna bother calling or what-not about that. I'd rather just fix it myself.

Well, the mobo and LCD were replaced. The tech, this was a new tech, suspected that it was that the LCD cam wasn't compatible, and this time it was the soft-touch. He said it was R1 screens which were being sent out... "

Anyway... I'm happy...

Oh, and it's an i5 board still, but not complaining.

 

glad to hear that its ok now. just wondering, does the new lcd/lid have extra antenna cables for WWAN? i remember reading about replacement lids having the extra antennas.

 

No, nothing new here.

Would it be under network adaptors?

I don't think we get the option for antenna's here in Australia... Don't quote me on it though...

 

Fairly certain all lids only have the 2 antennas.

 

What are the antennas for?
Wireless?

 

Yes.

Regards.

C.

 

i know for at least the US models with the mobile broadband options (WWAN) they have WWAN lids with 4 antennas (2x for WLAN, 2x for WWAN). if you didn't buy the WWAN option you only get 2 antennas for WLAN. i read that when owners without the mobile broadband option (only WLAN) got there hinge replaced, they got the WWAN lids.

 

Thanks for clearing that up.

Ah, well I never got the option for WWAN here in Aus when I ordered mine.
There were only 3 cables coming from the LCD when it was installed if that means anything.
From what I can gather 2 of them were connected to the wireless card.

Be cool if I had WWAN though.

 

Yeah Im in Aus too and am trying to get WWAN to work on the m11x with a dell 5620 gobi card. but the drivers for WWAN for the m11x seem to only allow US networks without sim cards

the card works great on the XPS 15 though.

 

HA... I didn't even look at your location, my bad.

Yeah, it would come in handy. But I rarely need internet on-the-go, most places I go to have wifi...
Or I tether it to my phone if desperate.

So you're saying you need a sim card for it to be able to connect to AUS networks?
Strange how it works on the XPS but not the M11x, could it be driver related?

I'm thinking I'll use the WWAN slot for an internal USB as what ejohnson found for his R1. I'd have it set for my mouse or wireless headphones or storage if I can get a decent sized USB small enough.
That is assuming I could use it for the R3 also...