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

Use the cloth insert or buy a Shaggy Mac or a ScreenSavrz in order to prevent scratches. The oil will collect dust and over time this will lead to scratches.

 

Yeah I use a microfiber cloth now, not really a big deal.....so far I am happy with the machine. Only other thing is the small gap at the top of the screen, but not much of a bother to me. Have an i5 refurb, 4gb ram and just installed the Momentus XT 500gb/4gb.

 

The hinges perform well within 4 - months oh usage. Symptoms such as marks on display, creaking sound when opening and closing the lid will appear but in random order. It's the early signs of hinge problem you got there.

 

My comment is getting swept away in this flood of comments so ill ask again:

Is dell shipping out recently ordered systems with the hinge replacement or do new buyers need to have them serviced as well??

 

I got an automated call from dell saying that the part was back ordered and it would be a while before they got the part in.

 

No, they're not.

 

lame...thanks for the answer.

 

Dell is asking me to take the photos again..
When is Chris going to post the contact specifically for the hinge replacement program?
I am tired of sending photos and listening to Dell saying that they don't see any problems with it.
I've sent photos anyway last night, waiting for reply.

 

I don't see why they are asking for pictures. I called and with no questions asked got setup with a replacement. My guess is you need to call back and ask for a supervisor.

EDIT: I too got a call back from Dell saying the part is now backordered.

 

Does that mean Dell is running short on the stocks of newly designed hinges?
Why do I have a feeling that I will have to wait for a month before the newly designed hinge reaches my home...
Waiting time over and over again...

 

Reached by the tech today. Case is similar with kosti. Called and no request was asked. Just wondering if the model that will go to my current laptop is a new improved hinge. Can't seem to find the matching serial from post #1.

 

Mine is still scheduled for Friday and the tech has called to confirm.

I think I may have gotten in before the backorder. *crosses fingers*

 

Great, now I am still waiting for Dell to check AGAIN whether my hinge has a problem or not before they begin ordering the newly designed hinge. Thanks a lot Dell for asking me to send the photos of the faulty hinge again, wasting days.
Their answer is really annoying: following the policy. I now have certainty that I am going to receive this newly designed hinge next month.

 

Hey, at least your hinge is functional for now. Mine is split open on one side and the panel in front of the display is bulging out near the corner. I can hardly open or close the lid without the hinge getting tense and feeling like it's going to snap, not sure how much longer it will actually last. The only thing lucky for me is that mine happens to be broken when the new hinge design is here, and my warranty still has a few months left so I'll certainly be covered, but I'll still have to live with this broken hinge until they can get this whole situation figured out, and I guess it's just bad timing that I'm going on vacation next week, I'll have to be extra careful with it.

 

I wonder how many replacement requests due to broken hinges they were flooded with if they took slightly more than a week to totally deplete the stock of the part which had been released this March only...

 

Can anyone who already has a new hinge help me confirm whether the hinge gaps on the right and the left side are relatively the same compared to the old hinge? The only problem I am having atm is that my screen is tilted to the left due to large right side hinge gap.

Juts got back call from Dell technician saying that I will have to wait until the stock of the new hinge part is available where I am living atm.

 

i still can't see from my part listing if mine is the newer model or the crappy old design.

 

Well I can bet that yours is an old hinge design.
I believe you ordered it around February, right?

 

my question is, if mine is still wokring, can I request for an replacement?
I would hate to have any problems while I'm taking it with me outside of US.

i got mine on 3/3/ 11, hinge is working fine. for now.

 

I never had to prove anything. They just set up the appointment. I received mine in February and called on Monday.

 

I see, thanks.

which number do i need to call? are there any specific # to use? I called aw support this morning for other issue, and asked for the hinge, the rep gave me if it's ok don't fix it loop.

 

I called 1-800-alienware. Then went to tech support.

The rep didn't have the best English in the world and I'm hoping that they send the technician the revised hinge part instead of another one.

I was never even asked if it was broken. She just went right into setting up the appointment.

 

I had my assembly replaced today, but the tech botched something inside, and the system no longer powers on. I now have to ship it to a depot for a 7-10 day repair. Thing is, the new display looks EXACTLY the same as the old, even the hinge. The screen still touches the keyboard. I notice no difference whatsoever. I even confirmed the new part # on his sheet, and it matches what Chris M posted here. So, I dunno what gives. He also put a nice scuff on the top, but that's beside the point. This system, ordered in October, has now had so many parts replaced and a couple different techs botching things with it, internally and cosmetically, I think I'm going to call and ask for a replacement system. I honestly won't even be happy with this one anymore, even if they take care of it at the depot. *sigh* Very bad experience.

 

just called AW, parts will be here 'in 2-3 business days', then a technician will contact me to replace the hinge and my usb...

 

Just got my m11x R1 today. So everyone knows mine shipped with the updated hinge design stock...ordered March 2nd. Someone told me earlier in the thread that new orders would not have the update but just got off the phone with alienware tech support and ive got the new part already installed...

 

Unless the screen cover was off I don't think you'd see a difference. The part that breaks is behind the cover.

In any case sorry to hear that you are having so much trouble and I can see why it would kill any fun you might have with the system otherwise.

 

How about the hinge gap difference between the right side and the left side?
Are they roughly MORE similar compared to the old hinge?
I don't mind screen touching the keyboard as long as my screen is NOT tilted to the left.

 

I want to order an m11x with a new assembly from the start, when will they ship with the new hinge design?

 

Support has told people for months that their units shipped with a "fixed" hinge, even before dell had designed one. Did they verify the part number for you?

 

Okay, after having had a chance to be slightly less miserable about shoddy technicians and using the new assembly a bit more, I can say it does feel stronger, sturdier, and smoother opening and closing. My old one also tilted to the left slightly, but this new one doesn't appear to do that as much. Hard to tell until I have even more experience with it. Like I said, the system doesn't even power on now so I don't have a reason to use it except for testing the hinge a bit. But it does appear to be slightly better aligned in that regard.

 

Thank you for your reply.
Mine's tilted to the left a lot so I am very frustrated whenever I use my laptop..
I can't wait to get hands on the new hinge ! !

p.s. I hope you get your M11x fixed asap.

 

The guy looked up my order number, cross referenced my part number with the new hinge part number and said it was a match soo

 

So will they replace it with new designed hinge even if there's no problem right now?

Trying to call AW now to see if I have the new hinge or not. Could not match my part number on what Chris provided and I ordered Feb 25.

 

Ok just got off the phone with Alienware support.

1) Ordered my R2 on 2/17/11

2) He confirmed I have the new part installed, part number R2Y7G (horray!)

3) He mentioned there is a recall (yes he used the R word)

4) He mentioned even if this breaks which is unlikely, it will still be fixed beyond warranty)

5) My key did not touch the LCD and the gap between hinges are very even.

Hope this helps.

 

Thanks for the update...I'm going to call in as well. I ordered my soft touch black R2 on 2-18. Hopefully I also have the upgrade installed.

I just got off the phone with Alienware. The tech wasn't able to give me the part number associated with my hinge, but told me that it had the improved design in it. He refered to it as 'the hardened plastic' hinge.

 

I inquired whether it would be better to return it and order again or order R3, they transferred me to resolution center and the customer service promptly knocked $45 off my order

 

My hinge was perfectly fine. My laptop arrived 2/20/2011.

The tech just came over and replaced my display with the new 40GMX model.

 

Hmm... I'm not sure how accurate that is in describing what's new, but if that's the extent of the changes they made then it's not exactly what I'd envisioned. Something along the lines of 'the titanium reinforced' hinge would have been more inline with my expectations.

 

Mine just gave out after a year of faithful service... A loud "snap" in the left hinge. lol. Gonna bug Dell NZ to see if I can get mine looked at or not.

 

excuse me but can anyone tell me how to know the part number for your LCD assembly?

 

My m11x's screen is hitting the keyboard and is slightly off canter by about 1/2mm. Should I call dell service to try and get a new screen or should I wait for the email to be set up and use that? The computer is about brand new.

 

go to the dell support page. dump your service tag when they ask for it and click System Configuration on the left hand pane of the page. Scroll down and it should be there.

 

Mine was there but did not match anything posted, had to call tech support to confirm.

 

Me I've had a new hinge on order for 7 weeks even sent a query chasing a this up including the updated part numbers and have had the response - we are looking into it and as soon and I get a response I will advise.

Sigh - what can you do except wait

 

i am reserving judgment until i see pictures of the "new" hinge

 

Judge what? If you don't want to worry about your display breaking lose you'll call aw to have the new hinge installed. This is a product recall folks.

Not every recall is preceeded by a class action suit.

 

It's really annoying that Dell doesn't have any stock for the newly designed hinge at the moment.
How many have they made, 100 stocks only?
I can't believe that I am waiting again for the new hinge to be produced.
That may take a few weeks or even a month and I will have to add the sending time to where I live...
So that may take a month and a few weeks...my god.

 

Can someone please post pictures of the new hinge design?

 

That's going to require that someone break the seal on their LCD assembly. Probably going to be a while before someone's willing to do that as it's rather tricky to reassemble it without complications.

 

Dont worry, I just got the new assembly installed almost a week ago and in comparison with the old it seems they used a larger and stronger metal for the new hinge. i suffered with a tilted screen and keys touching the key board but with this new installation it has made EVERYTHING even and very secure. so far i love what i see.