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

just called tech support, he seemed to know about the problem. i was on hold for a bit and then he gave me a conformation number and told me the on site tech guys would call me to set up an appointment. pretty painless. i hope the new hinge feels a lot more sturdy. my hinges aren't broken yet but they have always felt kind of flimsy.

 

Probably started breaking the back panel right away. Outside of tension adj it should feel the same

 

I've got one of the original M11xR1 circa March 2010.
I've still got the original monitor/lid.
It's still OK, not brilliant or anything, just OK.

It hangs down approx two millimetres on the left hand side and every now and then there's a 'creaking' sound, but not dramatic.
The moulding of the monitor is still firmly in place with no separation of the seams.

It does (and always has) felt flimsy and has what I call the bong..ong..ong..ong effect if you tap the top of the monitor when it is open as it 'wobbles'. Same if you move the base of the notebook 'quickly', the monitor lid 'wobbles'.

I'm so super mega well out of warranty, but before, when I was in warranty, I rang DELL Asia and gave them a bit of old chat and the up shot (once they worked out what I was talking about) was that a one off replacement would be provided when and if the monitor (hinges) failed.

The thing is, I have a really good AUO screen (No two screens are the same) so I'm loathed to get it replaced on a whim, when there's no real problem (yet).

Being in New Zealand, I'd attempt to sweet talk DELL into sending me a lid to replace myself and then send back the original. I don't really like the idea of a non anti-static strapped spotty kid attempting to 'wedge' a new monitor onto my precious thing after having to ship it to an unknown location, as I'm guessing, I wont get the loving of a site visit when out of warranty. But could be pleasantly surprised.

How does one tell DELL outside of warranty, they've just 'shagged' my notebook when they spot welded the new monitor onto my M11xR1 when only I know it was fine before they touched it.
It'll just end up like handbags at dawn in non-flattering moo-moo's. That's just ugly.

One doesn't want to embrasure a standard business model which states, when everything is going well, embrace change.

Anyway, all that dribble aside my M11xR1 hinge is border line OK at the moment and I'm happy and a little surprised I've mothered it this far (approx 1½ years and used daily)

May be one of the few on an original monitor lid from the first models released.

Now for my happy dance....

 

This new hinge feels a lot smoother and looser than the old one. Is it supposed to be like that by design or was it not tightened as much as the old one?

 

The new hinges are not any different in physical design, just not as tight

 

This information is not correct.




I don't know if this guy ever posted his pictures in this thread, but check this for a pic of the new hinge style.

http://forum.notebookreview.com/alienware-m11x/583314-new-hinge-photo.html


As far as I know, this is the only picture of the new hinge.







*EDIT* The new hinge is, in fact, less tight....but there are physical changes as well. (A little extra reinforcement, as seen in the picture)

 

There are zero changes that would make it "feel" different other than tension. There is no proof that any specific tension changes have been made or targeted. Tension is likely going to be a little diff each time the panel is replaced

I had put forth some time back that if I were Dell I would have used less tension in existing panels to lessen warr claims - but tho was before panel replacement program and there is no indication this was done. My replacement old design panel WAS easier to open/close

 

I can tell you that my new R3's hinge tension is tight as hell. I loosened up the tension on my R2 and so far so good.

 

I am receiving a brand new R2 as a replacement for 6-7 service calls. I finally decided to email the escalation center and they shipped one out here. Its arriving in a couple days.

Would it be more than probable that they have the new hinges on all the newer models of the R2?

 

guys...i just had my hinges replaced with the supposed new assembly a few days ago, and now my left hinge is creaking. it was my right hinge that cracked before. my warranty is out, what should i do?

 

Call dell and tell them the new hinge is making noise. If they just replaced it then you should be able to get it fixed.

 

yeah, the earlier you call the better. Also do a chat so you have a written record.

 

I pre-ordered my M11x R1 and have used it almost every day since. For awhile it was my only computer and gave me no problems but this week my left hinge broke. I can still use the computer perfectly but I went ahead and emailed Chris to get it replaced. I was kinda bummed out that his e-mail asked me to call alienware tech support but after only 15 mins (total talk time including holding) they shipped me a box to send my computer in for repair. I was hoping for in home service but this is fine.

I have heard/read people complain about dell support before but this is the 2nd time I needed something from them and it was resolved easily. I have a sandy bridge desktop and earlier this year they sent a tech to my house and changed my motherboard in less than 30 mins. The tech was on time (unlike every time I have dealt with time warner employees) and friendly.

I will post back once I get the replaced LCD assembly and report my findings.

 

I have the new hinge design, and my middle hinge on the back is loose on the right side i can snap it in and out, its not that terrible, but Im afraid of it getting worse. has anyone else experienced this?

 

I had the same problem. Call dell they should replace your LCD again

 

so the problem isnt fixed in the new design? or I just have bad luck?

 

Its fixed, you just had a tech that didnt know how to install the screen. My guess it they routed the wifi cable wrong so when you close the lid it puts pressure on the little clips that hold the cover together causing it to pop open.

 

mine was a referb unit, no tech ever replaced my screen. they told me on the phone that I had the new design so Dell did it.. ok well I'll call them up.

 

heres my experience, My r2 hinges gave up on one side after 7 months, a call to dell on the friday, i was asked for some pictures so he could get an approval for a home visit, sent the email,

on the monday phoned and wondered if he had received it. Apparently the guy who had took my call had not been in all weekend and the tech there acsessed his email and said someone would call on the tuesday to schedule a visit,

waited in on tuesday ( my day off anyway ) and lo and behold there was a guy with a box under his arm, 20 mins later i had a new screen nice guy too.

so apart from the weekend wait, it was literally a next day service..

 

You do have the corected new fixed hinges, the problem is now with the middle one. Just call the tech to fix the middle hinge.

 

yeah, I called them, they are sending me a new screen, shipped out today.

 

Has anyone in the UK had their hinges replaced? I have the hinge problem, the charging problem AND a faulty disk.I've been getting such inept, insulting and dishonest 'support' that I'm taking legal action.

 

IMHO, alienware/dell owes all M11x owners big time for such crappy hinges

and to date, there is no definitive verdict if the "new" hinges have solved this hinge failure problem

 

Actually, replacements are offered/avail ultimately even out of warranty. The problem is not what they "owe" but in the inconsistent response when this whole mess started. Chris at Dell really saved some folks a lot of hassle and $ - which is what I would have expected from Dell. Sadly he sticks out as unique.

What we can say, and with little comfort currently, is that in this forum we do not have a multipage thread complaining about the new hinge mounting. This is promising compared to the failures some were having so it will not be too long and statistics will be in favor of the new parts.

 

My M11X was collected for its first (futile) visit to the Dell service centre ten weeks ago. But they won't give me a lead time for the repair - there is no end in sight. I don't see any alternative to legal action. Hopefully I'll get enough compensation for a new Vaio. Which is what I should have bought in the first place.

 

Actually the new hinge seems to be holding up quite well compared to the old one. The problem is tha we had to go through this after the same problems with the M15.

You would have thought Alienware would have learned from that.

Also a big thank you to Chris at Dell.

 

Uhhh Im sending ( or going to today ) my m11x to fedex to ship off to their warehouse to replace the hinges...

I completely forgot about this thread and didnt email the dell support or anything >_> is that bad?

All I did was call them and waited for an hour for them to check if they had the right parts ( they didnt tell me the part number, I just emailed the dell representative in charge with my case about it asking for it )

Will it still be the same parts? And will they fix the middle hinge along with everything?

 

No experience with sending in but 10 weeks is waaaay too long. Head over NOW to the facebook page or track down a rep on the Dell forums and get someone to review the case.

 

what do you mean 10 weeks? The guy said it cuold take anywhere between 5-7 business days o-o

 

See these 3 posts.

 

i just had my m11x LCD (and hinge ) replaced

the part number ois CN-04FFHC-12961-163-2104 A00

can anyone help me and check if this is the new hinge already?

 

just got a PM from DELLChris that the part number 4FFHC is the LCD with the new hinge design

kudos to chris for the quick response to my PM

and, considering that as of this time, i have even yet to receive a reply from the email i sent with the same query to the service provider of dell who installed the new LCD

 

I just wanted to share the experience I had with Dell fixing my broken hinge. The hinge on my M11x r1 broke to the point that my lcd panel was completely separated from the rest of the laptop. I have been out of warranty for almost 6 months but I decided to call up Dell anyway and see if it could still be repaired. They told me that there had been a recall on the hinges and even though I was out of warranty, they could fix it for free. I received a box the next day and received the computer today after only waiting 5 days. The hinge is rock solid now and the computer has no dust underneath the panel as well as the computer does not show any sign of wear. So for those of you with the hinge issue call up Dell even if your out of warranty and they'll hopefully treat you right

 

The guy I just got my R1 from had a hinge issue with his and it was out of warranty... we live in Okinawa, Japan and Dell sent a Japanese Alienware rep to his home to fix his hinges and replace the LCD completely, all for free. 1 month before I got it from him too.

 

I'm jealous you live in Okinawa lol

 

It's alright... very very crowded, traffic sucks.

 

Hey all. Just thought I'd share my experience with my own broken hinges. I live in Montreal, QC, Canada if that's relevant.

The hinges on my m11x began to make creaking and cracking noises about half a year after I got it, and about two months after my warranty expired, the hinges finally gave out with a loud CRACK and somehow broke the LCD cable too. The actual screen couldn't stay upright on its own, either.

I called Dell up last Thursday, told them the problem, and they told me I'd get a free LCD replacement, even though I was out of warranty. No questions asked. The next day, a Dell technician called me up to set up a service time; I told him to come on Monday (today), which he did, and replaced the entire LCD display. It didn't take more than a half an hour. He also replaced the keyboard panel and got rid of most of the dust underneath, so the computer looks almost brand new.

I'm still a little paranoid about the hinges and am reluctant to fiddle around with opening and closing the lid. I really hope it doesn't break again. But all in all it was a pretty painless process and I'm relieved it's finally fixed.

 

The new design is much better, I have compaired both side by side. There are a few extra screws mounting it down.

But the new design may still break, just not very easy.

 

Hi all. I was wondering if anyone else has continued to have hinge issues with the M11x R1 even after the hinges repaired. I'm on my third set of hinges in 15 months and simply am willing not to continue with this for the remainder of my time with the laptop. I appreciate that Alienware/Dell is willing to repair the hinges free of charge but it seems like such an engineering failure deserves more than that; especially since the hinges are going to have to be replaced at least once a year.

Associated with this I have two quick questions:
1. Has anyone had any luck about replacement with Alienware under the auspices of lemon protection of any kind?
2. Please post up if this is a continual problem, for some numbers information out of curiosity.

Thanks a lot all.

 

Alienware made a new hinge design, no one has had a problem yet with the new hinge design. When was the last time you had yours replaced?

 

They were replaced either late March or mid-April of 2011. Would that put me in the time of the new hinges?

 

Not really. Give dell a call and you can get the newest updated version. They have more mounting points and are alot stronger.

 

ejohnson is correct.

This puts you on the cusp of the revision/update time, fair chance it's still an old revision.

Once more into the breach I say, volley and thunder.

Out of interest I've had my M11xR1 for over 1¾ years and still on the original hinges.

 

Actually If you complain loudly enough (and are still under warrenty) they might send you a new r3, I know a couple of people on this site have got theirs that way. Otherwise, yes the new hinge design fixes all the problems that were had with the r1 and r2's. Incidentally, they will also give you a new r3 screen too, It's a little better than the r1 and r2's.

 

Gosh, and here I was thinking I'd be cheeky and see if I could get a 3 wire WiFi antenna, even if I had to pay extra for it.

 

yup, If memory serves me correctly I THINK Deevu got his that way and there was one other guy that got a free r3 i3 too.

 

I'm a year out of warranty, so I don't think the Dell minions will get all jiggie when I attempt to smooze them with human kindness.

Like, "Hay lets make it all easy and I'll settle for an M11xR3.. I know, I know, .. I'm giving up an M11xR1 with a VGA port and down grading to an M11xR3, yes I know, I know it's not an ideal situation, but if all you can give me is an M11xR3.. I guess I'll have to accept."

 

I bought an extended warranty from the retailer that I bought it from so I'll take it there and see if I can work my way into a whole new one. My space bar doesn't work half the time, I have fading pixels on about a 1" square of my screen and two sets of hinges have broken.

 

I just emailed tonight to get my hinge fixed. Within 10 mins of emailing I got a call from dell. I can't believe they responded that quick!

 

I bought my son this computer a year ago for X-MAS and we also are having hinge problems. I brought it to a Best Buy and they said they could send it back and it would take 2 weeks to repair. Not sure if there would be a cost or not. Unfortunately, it looks like we are all having similar issues.