M11x-R1/R2 New Hinge Design (see post#1)

Note from BB - Directly below, you will find Chris's latest post info from 3/27 -

-----------------------------------------------------
Original post -

We now have the new LCD Assemblies which includes the new hinge design in partial stock.

The phone/email/chat Technical Support will need to verify which LCD Assembly you ordered via the Service Tag number. They will look up your Service Tag number, get the LCD Assembly part you originally ordered and then see if the new part is available.
* Soft Black WLAN LCD Assembly (Old part GNJW3, New part 40GMX)
* Soft Black WWAN LCD Assembly (Old part YYYV5, New part 8JJT2)
* Black WLAN LCD Assembly (Old part 757TW, New part 4FFHC)
* Black WWAN LCD Assembly (Old part VT7K8, New part R2Y7G)
* Gray WLAN LCD Assembly (Old part PKYWD, New part YMM9R)
* Gray WWAN LCD Assembly (Old part 6CVDV, New part KKH9C)

NOTE – Not all of these parts are in stock so make sure the technician checks before setting up the service! I do not have a timeline on when all the parts will be in stock. All you can do is keep checking with Dell Support in your region.

Of course, all M11x-R1/R2 customers can request the onsite service to get the new hinges. Out of warranty M11x-R1/R2 customers will be provided a one time onsite service to get the new hinges. As far as I know, this is a global initiative. It will take us some time to notify all Dell agents globally.

UPDATE (3/7):

 

Is there a possibility that recent M11x's that were ordered (in this case, Feb 20th) have the new hinges?

 

can you give us details and/or show us the new hinge design?

how is this better than the old hinge design/structure?

 

Aw Yeah The Cabs Are Here!

 

DellChrisM
i have a question:

can you give me an aproximate date when the hinges replacement will be avaible in my country plz?

i'm from Chile (S.A.) and i have received 2 hinge replacements before

 

Thank you Chris for posting this information and for fronting ALL the queries, flak, metal anguish, abuse and skepticism over the last six months.

So thank you Chris for you personal support.

Dell as a company is yet to earn my thanks.

But at least a redesigned hinge is the first steps for Dell and a cordial handshake of good will.

 

I wonder how they changed the design..
It would be helpful if Dell release how they changed the design.

 

Excellent! I hope that Ukraine will touch it, too. Will need to prepare themselves for taking the laptop for 2-3 days in the service center.

 

I would like to know as well. I recently bought my m11x-r2 feb. 23rd.

 

Probably just added a better support material. Like how in the personal hinge fix guide he mentions than if Dell only put better material this stuff wouldnt happen. So maybe thats it.

 

I ordered mine on the 14th, received on the 24th ~it was the old hinge. I asked for a replacement on march 1st, it was replaced with the old hinge...

 

Just got off the phone with support. They were very helpful and were curtious, much different from the support I had last time where I had to wait 2 hours while being transfered from different call centers. It seems I have part 4FFHC, so I'm glad it'll be fixed.

 

How can you tell? Is it visibly different or did you know the part numbers?

Mine was built last week 28/2 and I got it 3/3...doubt I've got the new hinge, but would be interested to find out how to identify other than by contacting Dell.

That's listed as the new part Ray! Have you been testing it!

 

I referenced the part number. I am on the phone with customer support now. I am being told that the revision is only for the R1 -_-

Am I being lied to?

 

Thanks Minnus, is there an easy way to work out the part number without opening the machine or checking with support. I checked online but my system configuration didn't mention any part numbers.

It sounds like support haven't had their briefing yet if they're saying it's just for the R1

 

I just got off the phone ~ the Dell rep told me that the part number that I needed/wanted (YMM9R) was not linked to the R2 in the database. I provided him links to this thread, as well as the one on Dell's Community forums, and after a little more investigation by the rep, he found that while the part number was not associated with the R2 in the USA database, it was in the UK. After discovering this, he ordered the new part for me.

Yay! I'm relatively happy. Just wish it didn't take a collective 7% of my weekend (was on the phone yesterday too).

 

We all will appreciate if someone can take some photos of the newly built hinge design !

 

Do I need to call and get the new design, or can I wait to mine to broke?

 

Need pictures. For all we know some of us already have the new hinges installed when we ordered.

 

I tried calling them today about it but after spending like 15 minutes waiting on the phone they answered and asked me to call back tomorrow.

Alienware fail

 

Did you just say "ok" and end the call or,

did you instead reply with "No thank you, I need this resolved today. Please connect me with your supervisor as I should not have to call back"?

 

Is the repair something that we could do on our own? I am in the military and abroad so I would need to do it myself. I have already glued one hinge and now the other popped. Thanks ahead of time.

 

I just got off the phone with tech support, after about an hour of talking she managed to score me one the new parts. The tech will come 2 days from now. Not bad alienware, not bad.

I think the key here was that i was polite and i got my facts sorted out so i was able to get my points across despite her not knowing about the new hinges and the "repair program". She looked up the new part numbers Chris mentioned and managed to confirm it's existance. So yeah, i think a good tip is to take your time with this and understand that not all the call center people have the information we have. It's a matter of guiding them i guess.

 

forgive my bad grammar and spelling. I'm typing on my phone.T_T i wasn't able to read it as a whole . Hihi.

 

I have called like 4 times and I am just getting a pre-recorded message saying they can not access anyones account information and to call back tomorrow and then it hangs up.

 

Is this something worth contemplating prior to its failure? I just received my R2 a week ago.

 

Yes. Nothing in Chris' announcement suggests your m11x needs to be busted prior to ordering a replacement. For all intents and purposes, this seems to be equivalent to a "silent" product recall.

 

Emailed Dell for new hinge request.
Said they will look into the case and reply asap.
Hopefully I will be able to get the new hinge within a week or two !
I really really hope that the newly design hinge won't break like the previous design experienced... or else epic fail.

ALTHOUGH I have never really experienced my hinge breaking. I've been using mine for 6 months now !

p.s. I am really curious about the changes they made in regarding to the hinge...

 

Eagerly awaiting your photos then!

 

I've been having trouble with my hinge lately, but I was waiting for the new hinge designs before I get it repaired. How does the repair process work? From what I've heard, I don't send in the laptop, they send out a tech to do the repairs at my home, right? Does it matter where I live? I'm just curious as I am currently living away from home, but I go back to visit frequently, and I'm not sure when I should call and schedule it.

 

I'm guessing one knows one would have to 'split' the LCD monitor open to see any differences.
The outer look of the 'new' LCD monitor may visually be no different to the 'old' original LCD monitor.

As the design issues with the old LCD monitor were with the hinge assembly fixtures, the majority of changes are going to be concealed within the revised LCD monitor.

Given no one wants the potential of ongoing hinge/monitor problems with their 'new' redesigned monitor, I don't recommend anyone 'split' open a new LCD monitor as if damage is incurred, there may be an impact on your warranty.

Also, those out of warranty only get ONE replacement.

Don't split open a new re-designed LCD monitor just to look inside.

So, that said, who wants to be first to get us some photos of the internal hinge attachments on a redesigned monitor.

 

Don't scare them away !
Actually I was just asking someone to take some pictures of the hinge WITHOUT breaking them open.
I just want to see if it is possible to see some material difference visually.

 

That's cool. I'm also interested if there is any visual changes too,

I just ' need' to known how they've 'fixed' the hinge issue.

Over six months of hinge issues and one does have more than a little interest in the 'final solution'.

 

Hi guys i've got my r1 screen replaced today with a 4FFHC part screen. there is no difference between the old and new screen that i can see without cracking it open to look at the hinge. Also i'm from Singapore btw so i'm pretty sure the Asia Pac region has the new screens already.

 

Screen shots of my new screen and the part number for those who are interested:

 

Thanks for posting pics but we were more interested in seeing the new hinge design. Perhaps someone can take pics of the hinge when they are getting the screen replaced by Dell. But come to think of it, unless the screen bezel is removed, we still won't be able to see the difference. Maybe someone is brave enough to dismantle the screen and take pics

 

Try to take off the Alienhead On/Off button plastic cover.
That way, we are able to see better...

 

How are the hinge gaps?
Is the hinge gap on the right side and the left side relatively the same?
No feeling as if your screen is tilted?

 

there is hardly any difference between the left and right hinge gaps. Also as requested i took off the on/off plastic cover, this is as far as i'm willing to go, sorry dont want to risk dust in my screen.

 

Chris,

Could you please confirm if Part No.Y1G2X is the new hinge design or the old one?

 

My second hinge havent broken yet... could I call Dell support for the new hinge?

 

Actually my 1 year accidental warranty is about up.
If this expires this hinge warrantly will still be in effect, correct?

Should I pay the $200-$300+ warranty and extend it or will I be safe that Dell/AW will replace my hinge if it goes bad again?

Thanks all.

 

I am worried that it looks too similar with the bad hinge design.
My guess is that they merely changed the blackish metal part...

 

My god read the post.

"Out of warranty M11x-R1/R2 customers will be provided a one time onsite service to get the new hinges."

 

I called Dall/Alienware and they said they had the parts in stock but some things had not been entered into the system. They will call me back tomorrow to schedule everytrhing

 

Question for you guys. My scree isnt completely even, on one side, when closed, it hangs off the edge by about 1/2mm and on the other it closes over the top of the machine with about 1/2mm to spare, on both of the ends opposite the hinge. The cover for the hinge (the part above the keyboard) is also elevated about 1mm above the screen hinge points. Is any of this reason enough to request dell replace my hinge with a new one?

 

My screen is currenly off-balanced as well, especially when closed. When closed, one side is flushed with the body. The other side has a mm gap. I called it in, and they are replacing the panel. They did make me take pictures though, lol.

 

Those last pics really don't help. Sorry. I know you put the effort in posting the pics. The hinge problem occurred at the point where the hinge attached to the screen lid. Those points can be seen only if the front screen bezel is removed.

 

We'll just have to wait until someone can take a pic during a repair. I know I wouldn't want to pry the front screen off mine just for yucks. Things like that seem to rarely go back on as well as they came off.

Since mine just shipped last week I'd be curious to know if it already has the 'upgrade'. There WAS a ten day delay between order and build and it seems like they were going out the door quicker before that. Maybe a delay to make sure no more ship with the defective part? Total guess on my part of course.

 

Looks like the tech is coming out this Friday to replace mine.

Thanks for the info!