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

Anyone who has sat an watched an installation of the new hinge, can you give me a quick breakdown (no pun intended) of how the installation went? Trying to decide about getting my R1 taken care of... but am wary of them screwing up the system.

 

i know for a fact Dell considers a lot of their parts to be user serviceable (even motherboards). you could call and find out, if it is just have them send it to you and do the repair yourself.

thats what i plan on doing before my 1yr is up.

 

Mine didn't go all that well. The elderly technician they sent to my house admittedly told me this was his first time replacing the screen on an M11x and so I sat and watched with a mouthful of nails. He completely disassembled the system, took the old screen out, put the new one in and when proceeding to boot it up, the computer wouldn't respond. Long story short, my M11X ended up going to a Dell Depot for a 2 week sabbatical during which time I had my keyboard and screen replaced. But that's just my rotten luck, most people have their repairs done without a hiccup. I would advice you to backup all of your sensitive date or better yet, remove your hard disk for safe keeping during the repairs.
peace.

 

My hinges are starting to go... Should I put my M11x back to stock and then call it in? I don't want them to mess with my semi-fresh SSD I installed.

 

My hinges are starting to show their wear after having them replaced once. Waiting anxiously for that email before the hinges go out completely.

 

I hope that email address comes up soon. It is annoying pushing the montior back down into its socket. I really don't want to be bothered with a lengthy call where *I* have to educate product support.

 

I just had my screen and hinge replaced today and it was a good experience. I only had to call it in once (yesterday) and the person I was talking to knew of the issue and had a technician show up at my college dorm building today and replace it. It only took about 15 minutes for the technician to replace everything and now everything looks like its brand new. The screen quality even looks better than before (better colors, seems brighter) but that may just me. The hinge is definitely fixed, hopefully for good.

All in all it was a quick and painless process in my experience, hopefully it is for everyone else as well.

 

It was a painless experience for me. Calling in to alienware support took about 10 min with the rep. Technician came to my house and fixed the hinges. It was a smooth procedure, my m11xr2 now acts brand new with stronger hinges. Very satisfied.

 

OMG how many times do people have to say it... Dont wait for an email just call and demand for a screen! from all iv seen including myself they will replace it!

 

Hi!
Does anyone know if the new hinges are avalaible in France too?
Thanks.

 

Huh, that would work, guess the question now is how do you remove the bezel lol.

 

Not yet apparently, when I called a week ago, the new part supposed to replace mine broken one is not in stock in our area...
Yet, I would still advise to call Dell support asap to request the new design as i did already (i've sent the Dell rep the link to this Topic so that he could verify i was not lying... even if he was putting in doubt that Chris was really from Dell ).
This will create another case in France, the more there are, the faster the new design might reach our area (or maybe not)...

 

OK So I have had the new hinge design and can say i like the new hinge, but dislike things they did not my system. the tech did not properly close my bottom pannel so the screws are not fully screwed in and I do not have the proper screwdrivers. The keyboard now is interacting with my screen and leaving marks. the case now squeaks. and the back part of the plastic is broken. I have not been able to speak to a tech until today because I have been super busy but now i am finally calling dalienware and the guy said they would send out someone to screw the part back onto my system but not fix the screen. I am remembering how much I dislike dells support. We got disconnected and they guy has not called me back, they never call back

 

I just had the LCD with the new hinge design installed on my M11x R2. So far I have to say I am really liking it. There is no more squeaking sound of plastic and it feels much smoother while I open and close the screen.

 

Does it wobble or it holds its position when moved?

 

Got a successful replacement today. A tech from Unisys came over and replaced the screen.

The replacement part was indeed the new hinge design YMM9R. This one contains the Samsung screen whereas my older lid had the AUO screen. I preferred the blue tint from the AUO, so I guess it's a matter of adjusting to this new screen.

But overall a good replacement, no faults in the process from what I can see.

As for the new lid itself, it's back to being a stiff lid without wobbling easily. When closed there is a small gap at the front that I didn't realize was supposed to be there. It does lift the screen away from the keyboard though.

 

call Support again and refer them to the Service Call Number and follow up with emails with pictures visualizing the issues....there shouldn't be any squeaks, broken parts, missing screws and the screen must not touching the keyboard.

 

Hey Mohaa7, I'm a bit out of the loop but am thinking of getting the replacement done to my M11x-R1... my R2 is fine for the moment. Did you just call support and they then opened a case and had you send the pictures to them?

Not sure what you're trying to do, but there is a very good video on YouTube on this. However, he had done the hard part of opening it the first time off camera. Let me tell you, it is a pain in the *ss the first time. You will break the tape seal and dust will get inside too. Make sure you do this in a very clean area, and have your own double sided tape to apply since you will break what is there that holds the bezel close and helps keep dust out. Otherwise when you close it back you will end up with dust accumulating around the bezel edge on screen, and there will be three little reflections of the LED where the logo on the bezel is lit up; the reflections will appear at the center above the logo along the bezel edge where the clear plastic meets. In addition, the bottom right will effectively be broken and poke out a bit too, you will need to re-secure this as well.

 

so quick question...

i just bought a laptop online how do i know if i need the hinge replacement or not (the laptop is on it's way now).

just wondering what i should do...

 

I got my new screen installed and honestly Im not impressed, the screen still touches the keyboard and dosent even close properly now (such as closing all the way). Im fairly certain this is an issue with the computer itself and not the screen anymore, so Im going to take it apart and see if I can make some adjustments myself to fix this stupid problem.

 

This is simple. You have one year of warranty at least... If your hinges get broken on that time, you just call dell and receive the new hinge system......

 

My understanding is they will honor the hinge fix one time outside of warranty.

 

I got my new hinge replaced today and WOW... I notice a HUGE difference right off the bat. No firm.. aligned better and just a solid all together feel. Also seems like the display is brighter and more crisp. Power button cover is also better and the WiFi & CAPS icons are brighter and can actually see.

AAAAA+++++ for Dell on this one. i am happy!!

 

That was bothering me a fair bit after the tech left on Wednesday - if you look at the laptop from the side, it's as if the lid closes at a <5 degree angle. I don't think the tech is to fault here as when he was attaching the lid, he made sure the hinges lined up with the centre cylindrical strip at the back of the laptop. Could be that the screen was screwed in a few millimetres too deep.

Either way, I'm continuing to use the keyboard cloth so smudges getting onto my screen isn't an issue for me.

On another topic, I noticed that some of you had a noticeable gap at the top of the monitor bezel. It was there for my old screen and it's STILL there on my new screen. I won't be too pleased if dust ends up being stuck in between the plastic cover and the LCD down the road.

 

I had the same problem, where the lid didn't close all the way, and you know what it was? It was the keyboard sticking out that caused this. All you need to do is make sure your keyboard is snapped into place. If you look at it sideways, the top of the keyboard keys should be leveled with the edge casing. If the keys are sticking out above the edge casing, it's not into place. Just press the keys down on the side until it clicks into place. I did that and now the lid closes all the way down.

Cheers.

 

Well I just successfully installed my new monitor. I really didn't see much difference in the design but I won't crack open the screen to look any closer. I guess time will tell if this is a true fix. Now it is time for me to call dell and yell at them for not following instructions that I gave them. I am in the military and overseas. I only have access to USPS... they send me a slip for DHL. UGH!

 

My hinges finally gave in yesterday, called Dell right after, tech came by the next day with a refurbished replacement which seems like a different model too because it's a lot brighter than my old screen.

Overall I'm happy with this (second) replacement though the tech said he would give Dell a call to send me a new power button cover, the current one doesn't snap shut all the way on the back where it covers the hinge.

 

I had mine replaced a few hours ago, and I'm pretty happy with it. It doesn't seem very different than the old hinge when it was new, but at least it works just like it used to and I'm just hoping I won't have to get it replaced again. The hinge is smooth opening and closing and doesn't wobble, everything lines up right except when closed exactly like the old design: the side opposite the hinge (between the palm rest and the LCD) has a small gap, and when you look at it from the side the screen and base don't line up parallel, and from what I can see it's probably still touching the keyboard. Overall I'm happy with it now that it's actually functional.

Also, from what I've read here it seems most of us including myself who have had their's replaced now has the Samsung LCD. Does anyone have something different after the replacement? I had the AUO before and I thought I liked it, but so far I think I like the Samsung more. Though they both have a vertical viewing angle of 0 degrees, no joke, which is probably the thing that bothers me most about this laptop.

 

I dont get the expectation of change... new design should be the same externally. If your old one was broken then yes you should notice something.

 

I have a soft black R2 and my dell system information does not have the GNJW3 part on the order slip.

It says the part number for my cover assembly is 381DH. Will I have any trouble setting up a hinge replacement? Mine has started squeaking recently and it feels really loose.

 

I noticed that people are asking the same questions that have been asked in the past.
As a result, this thread is repeating the same information over and over..

Can you guys please TRY to read the first part of the thread?
The answers are ALL already posted.

 

The keyboard is level.

Actually, upon examining the gap further, I may have been exaggerating about it. Here are some closeup shots:

http://dl.dropbox.com/u/14697617/CIMG2679.JPG
http://dl.dropbox.com/u/14697617/CIMG2685.JPG

I suppose the gap is there because of the rubber bumpers.

 

You are correct.

 

The LCD Assembly includes the following parts -
LCD, backcover, hinges, LVDS cable, camera, microphone,LCD Bezel, brackets

Just got word that the part numbers I listed are USA specific. The part numbers may vary from region to region so check with Dell Technical Support in your region.

WWAN Black R2Y7G replaced VT7K8
No WWAN Black 4FFHC replaced 757TW

WWAN Gray KKH9C replaced 6CVDV
No WWAN Gray YMM9R replaced PKYMD

WWAN Soft Black 8JJT2 replaced YYYV5
NO WWAN Soft Black 40GMX replaced GNJW3

What would help is if you would first take your service tag number and enter it here. Then, locate the LCD Assembly part number or descriptor you purchased by clicking on Original System Configuration. Then, look at the chart above to see what your replacement LCD Assembly part number will be.

USA Customers
Please contact Dell support at [email protected]
* Give them your service tag number so they can look up the LCD Assembly purchased or use the above instructions to find the original and replacement part number
* You will need to provide the service tag of the system, the address where the system is currently located, and two phone numbers where you can be reached in case of questions
* Standard warranties will apply, so you may be asked to mail your system if your original contract was the “return to depot” variety
* Once you have emailed Dell, you should be contacted within the next 5-7 business days to arrange the details of the repair
* The USA only email address provided is set up to manage this LCD Assembly Hinge repair order only. Please contact Alienware Support 866-287-6727 for any other issues you may encounter with your system

NON-USA Customers
* Contact Dell Support for your Region via phone or email
* Give them your service tag number so they can look up the LCD Assembly purchased
* Use the chart above to help them find the correct replacement part number
* You will also need to provide the address where the system is currently located, phone number, email address, etc
* Standard warranties will apply, so you may be asked to mail your system if your original contract was the return to depot variety

* Not all of these parts are in stock so make sure the technician checks your service tag in our tool 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. As far as I know, this is a global initiative. It will take us some time to notify all Dell agents globally
* Standard warranties will apply, so you may be asked to mail your system if your original contract was the “ return to depot” variety
* Once again, we at Dell apologize for the amount of time it took to get this fix ready to go
* Also, all out of warranty M11x customers who have defective hinges ARE eligible for a one time fix to get the new designed hinges

 

Ok! nearly 30 pages... can close thread. Announcement done!

 

Thanks for your post Chris.
I have a question to ask you though.

I had my LCD cover replaced last week but due to dust inside the LCD and dying light for "ALIENWARE" wording, I requested for another LCD cover again. Dell will be calling today or tomorrow for on-site technician appointment.

I am wondering whether these newly designed LCD covers are newly produced.
I have a feeling that they are built again from the failed LCD covers.
Dusts already inside the LCD is likely to indicate that the LCD cover has been opened previously...

 

And if none of my parts match those part numbers? Old or new...

 

Thanks a lot Chris,
may you or a mod update Post #1 with these new information so that it will be easier to find (and to send to local Dell Rep)?

Hope those part will be in France soon

 

Mine isnt either. Can someone please advise on what to do?

 

I PM'd Chris with my service tag and he is going to tell me what my current part is as it is also not on the list. I will update you all accordingly

 

Same here...

Also, a question for Chris: Is it based on where you purchased your M11X or where you currently reside? I purchased in the US but now live in Germany. Should I use the email or go through the German support system? I will be moving back to the US in June. Will the fix be available indefinitely so that I can just fix it when I get back?

 

I am wondering whether these newly designed LCD covers are newly produced.
* mohaa7, The hinges design is new but the other parts are refurbished. We are not going to provide "New" displays. That would cost way too much.

And if none of my parts match those part numbers? Old or new.
* Afro_Z, Look for the descriptor like No WWAN Black etc.
WWAN Black R2Y7G replaced VT7K8
No WWAN Black 4FFHC replaced 757TW

WWAN Gray KKH9C replaced 6CVDV
No WWAN Gray YMM9R replaced PKYMD

WWAN Soft Black 8JJT2 replaced YYYV5
NO WWAN Soft Black 40GMX replaced GNJW3

Is it based on where you purchased your M11X or where you currently reside?
* jasonwaynecarter, The purchase point country carries the warranty.

 

Yeah, none of the parts listed for my system match anything listed by Chris either. In fact I don't have a part description that specifically lists "LCD Assembly". I do have a line item that shows "ASSEMBLY..., COVER..., HNG-UP, NO WWAN, STCH-B" which I'm guessing correlates, but it has a part number of 381DH and doesn't match what Chris has posted.

There are also two other items listed that are flat out wrong.

The LCD is listed as a Samsung (Part# DWVMD) and both that I've had have been AUO panels...
The original drive that shipped with my system is listed as a WD-ML320 (Part# 1GDV1) yet it's a Seagate Momentus 160. Not a Western Digital 320GB drive...

I've had two instances where incorrect parts were shipped to me and it's obvious that Dell's order/supply/parts/whatever system is inaccurate and broken to some degree and I think we're seeing evidence of this here. A company this large having this sort of problem is ridiculous.

 

I can understand the use of refurbished parts. Everyone does that and I get it. However, what's going to cost Dell even more money is when those refurbished parts that are reinserted into the supply chain are not being checked for quality before they make it to the customer.

The time and energy that we as Dell customers have to spend in order to get things right - time off for in-house service repair, the time it takes to deal with support to get them to understand and follow through on these types of issues, the time that our Dell product is sent off for repairs, etc., etc. - having to go through all of that more than once due to the repair parts being sub-standard is what kills brand loyalty, future sales and frankly is unacceptable.

I understand and appreciate that Dell is taking measures to fix this issue for its customers, but Dell has some issues with quality and customer satisfaction that still need serious attention.

I contend that your parts list is incomplete. EDIT: Or that your system for tracking system configurations is completely hosed.

 

I don't mind them refurbished but I do mind when the quality is really bad.
The LCD cover I am using at the moment has dying "ALIENWARE" light and dust inside the LCD cover.
I am waiting for the on-site technician to bring the new stock on Wednesday for replacement.
Hopefully Dell ordered the LCD cover that is in a much better condition.
Seriously, they need to check the quality.

 

Just got word that the part numbers I listed are USA specific. The part numbers may vary from region to region so check with Dell Technical Support in your region.

 

I have the same problem. Its a system purchased in the US October 2010 and none of those parts match with mine. Its an R2 , Soft Black, no WWAN.

My part number is 381DH for the cover assembly. Any idea chris? My hinges are starting to squeak when I move them so I ould like to get the new hinges sooner rather than later.

 

Everyone,

Just call/e-mail them for the hinge problem and verify you'll be getting the new part via part number. Mine didn't exactly match the old parts list either (and I live in the USA), but I still went ahead and called alienware and they set up for me to get the new display/hinges using the new part listed.

Regardless of your situation, no matter what it is, just e-mail or call alienware, and work with them to sort it out.

Cheers.

 

I have these on the list:

N2YGJ MODULE..., COVER..., HNG-UP, NO WWAN, GRAY
GMNDW ASSEMBLY..., COVER..., HNG-UP, NO WWAN, GRAY

Is one of those it?

 

Guys, it doesn't matter whether your part number matches with the ones Chris provided.
Just call Dell and request for the specific part number for the newly designed hinge that fits your model (R1 or R2).
Having a different part number doesn't mean that the newly designed hinge won't fit.