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

I think it is probably because they are first trying to fulfill the demand for the current M11x R1/R2 users for the new LCD cover part replacement.
It is only a matter of time before they put new LCD cover parts into the production line, I think.

 

So does this mean if we would like our hinge replaced as a preventative measure, we are able to do so under warranty? Mine is just starting to show symptoms (excessive movement, looseness)

Sorry if it has been answered, but this thread is rather long... Thanks in advance!

 

Message to anyone.

How long did it take to hear back from Dell after emailing them the info Chris specified?

 

Yes you can that's what i did

For me in Australia, after emailing tech support it took them 2 business days to get back to me

 

Emailed Alienware/Dell two weeks ago requesting a repair for my damaged hinges. I emailed again after a week, still no reply.

I explained in my email that a suffer from a hearing problem and would like an email reply... Still nothing. I guess I'll have to get someone to phone up for me.

Worst customer support I've ever known.

 

Hello,

I have a M11X R2 and it didn't have hinge problems for the first couple of months but now I notice more and more problems. I am noticing now that once i close the lid there is a gap of about 0.5 cm on one side. When I close and open the screen it makes some noise like the plastic is touching somewhere.

Also yesterday I noticed that my screen is loose. This happens when I open the screen and have it at about 90 degrees. In that position the screen can move back and forward about 3-4cm with no resistance.

I could leave with the screen gap but the screen moving back and forward when I carry the laptop around is really annoying.

Anyone seen this problems? I am wondering if this qualifies for a hinge replacement?

Thanks for the help.

 

All,
I know this sounds like the same story, but we are still experiencing issues in getting LCD panel parts globally. We are starting to see parts trickle into US and Asia, but we are still seeing significant delays in Europe and Latin America. We are trying our best to get the parts out to all regions but this is a complex process. Just bear with us and know that if you are affected you will get the new hinge assembly.
All International customers should use this link:
Dell - International Laptop Warranty Contact Information

or contact Dell Support for your specific country.

 

I had one of the first m11x's because I ordered during the pre order process. My hinges broke and I had a square trade warranty. They said it was to costly to fix and refunded me my 780$ that I originally paid for it. Glad I got square trade, now I don't have to deal with the m11x.

 

Called Russian Dell to get information about new hinges and replacement for those who's guaranty ended. They don't know anything about it. What a fail...

 

Just Got my Hinge replaced with the new part, I live in southern California. It only took the dell rep. about 25 mins. My screen no longer touches the keys, it is much more sturdy feeling and the screen seems just as good as before. The whole process of initially contacting dell, through the link provided on the first page, up till today took about a week and a half. NOT BAD!!

 

Just had hinge replacement done. The dell tech missed plugging in a power cable preventing it from turning on the first time but was able to fix it pretty quickly. It took him about 45 minutes to do fix because he had to disassemble and reassemble the machine twice.
The new hinge is much more sturdy than before. It doesn't shake at all!
Before, when i had the laptop on my lap the screen would shake from me just typing regularly.
Thank You guys for bringing this recall to my attention and thank you dell and alienware for actually caring about your customers for once.

 

IMO if new panel is more sturdy your old one was probably already broken. Until we know the changes I'm just going to assume the only change was rear bezel (which explains the color diffs some are claiming).

 

I'm very upset with the dell depot. I sent out my m11x to get the hinge issue resolved and the soft black panels replaced where it was peeling. I sent it out over a week who and now I have to wait an additional 2 to 3 weeks cause they're parts are not in stock. I had my laptop for less than a month

 

I have read this thread for about the past hour and I still had some questions.
Doubt anyone knows the answer to this question, but thought I would try. I had my friend buy my m11X for me in America and mail it to Ukraine about three weeks ago, because I work for the the U.S. government here. What are my options in Ukraine to get a replacement? Since it was purchased in America would that mean that I need to use U.S. support or do I need to use Ukrainian support if that even exists.

Here is my configuration if anyone would know if my model has the "new" hinges that would be awesome as well:
1 9MGG7 MODULE..., LIQUID CRYSTAL DISPLAY..., 11.6HDF, WLED, TLF, SAMSUNG...
1 DWVMD Liquid Crystal Display, 11.6HDF, White Light Emitted Diode, True Life, Samsung
1 R04N7 MODULE..., COVER..., HNG-UP, NO WWAN, BLACK
1 3V4R3 ASSEMBLY..., COVER..., HNG-UP, NO WWAN, BLACK

 

Got my new screen ordered, overnighted it just waiting now for fedex to show up with it.

 

Got my screen replaced a couple of days ago. Really fun to watch the technician dismantle my computer. Just yesterday noticed that there is dust, black spots and an oily smudge behind the plastic that covers the lcd. Lame. Now I've gotta get another new screen.

 

Sorry to hear. I sent in two M11xR1s for hinge replacement on Tuesday April 5th and receive both of them back via Fedex on Friday April 8th. If they are in stock, the turn around is really fast!

 

BTW, the depot service was great. I highly recommend it... Both of my laptops came back in perfect shape with new screens.

 

My hinge broke a week ago.
I bought the m11x as refurb, and warranty was void after I installed an SSD (warranty sticker over back cover).
So couldn't and didn't want to ship it back for repairs.

I used 2 component metal plastic.
It's workable for 5 minutes and then gets metal hard. I put it all around the hinge and in the threaded holes where the screws broke from the threaded lidholes.
It's working great!

 

I must have some bad luck

 

Yours had a warranty void sticker on it?

What country do you live in??

None of mine have ever had anything like that.

 

Well my new screen is fantastic, upgraded to a WWAN version paid $380 for it as I had no warranty - yes I know I could have pushed for a replacement under the scheme but after talking to the reps its just to hard. So after ordering the part in Jan (under old part number) they cancel the order and send me the new screen under the new order number - screen turns up I install it no problem. Following day another screen turns up - this time under the cancelled order number was invoiced for the screen in Jan part number on receipt is for the original part number. So I guess I have my free replacement afterall.

 

Installing another drive in no way shape or form voids your warranty. HD and memory are user replaceable items on the M11x, refurb or not.

 

The tech came yesterday and he brought the old model of the LCD... Of course I let him know that I request the new model, so he started making some "calls" and after 20 min, he told me the only new hinge model LCD piece here in mexico was going to be sended here where I live ...
The tech will come again in about 4 days to replace my LCD with the new one.
So, supposedly, I will be the 1st one here in mexico with the new hinge design on an m11x

 

Awesome Vallejo!
I recently called tech support, and they said a tech will call me in a couple days. Can't wait for my new hinges.

 

Not at NDC.co.uk opening the bottom plate voids warranty of the m11x.
Nevertheless, I prefer my own repair skills above what I've seen/heard from dells tech concerning this matter. I'd rather spend an hour repairing at home than missing it for a few months, but that's me.

 

you aren't the only one

 

The only one in mexico dell warehouse, but you know, if that piece were not available, they would send it from USA. Just it would take a couple of days more...

 

Thanks , I already got the new LCD, its kinda bighter than the other one, but this one has a little cap of .5mm when closed between the palm rest and the LCD.
Nice, you will get yours too very soon I was very satisfied that they told me the screen was going to arrive in about 2-3days, and on the 2nd day (yesterday) the tech came to replace my screen

I know, but i got exited with the idea that SUPPOSEDLY the only one available in mexico AT THE MOMENT is mine NOW

 

I want to sell this to a friend and as a good friend myself I want to make sure the transaction is smooth. So I am wondering if I sell it to him and he attempted to get the hinges fixed would he need it to be me or can he do it himself?

 

Well, the R3 as predicted is out any day now. Hopefully they will discontinue the R1 & R2, learn from their mistakes, and be done with it.

 

so.. tech guy came over to install the new hinge on my m11x r2 yesterday, turns out i was missing a screw on the inside of the m11x...Well anyways new screen looks nice but there's one problem...after the tech left i noticed that my lights on the bottom of the screen doesnt turn on if u guys dont know what im talking about, its the word "ALIENWARE" that lights up at the bottom of your screen but the keyboard lights and everything else still lights up. Bummer me XD

 

Simple. the tech connect it wrong! Just call dell again....

 

Just put in an order for a new screen assembly (the upper and lower portions of my right hinge were coming loose). I was a little apprehensive because my warranty had recently expired, but alienware tech support was great and I'm getting free home service.
I just hope that, this being the second time I'm having my screen replaced, the technician who came to my house the first time doesn't come again! He completely messed up my m11x that I had to send it to the Dell Depot for 3 weeks!
Keeping my fingers crossed...

 

Talked to support today...they said all hinges have been fixed since the January models... I think he was full of e.

 

Yup. No production units getting the panel change. Less stress if we stop asking them

 

m11x r3 in about 18 hours.

 

Tech visited my house today to fix my hinges; got the 40GMX SEC5441 - Samsung replacement. I had flopping and squeaky hinges. Hope it lasts; don't want to have to get it repaired when I'm out of warranty.
This is supposed to be the new hinge design.
My tech was about 70 years old but did a good job. I'm up on a mountain top in the Appalachian Mts. in a town of 2000 people so I was surprised to have a tech come out to the house.
Everything seems to check out okay. I forgot to check the camera until after he left, but it works.
He said the problem was not the hinge itself but something inside the lcd unit. I did not watch his repair so I'm not sure what he meant.

 

I just got my hinge replaced
I admit I'm not sure which model it is (need to check e-mail) but it works smoothly and the screen looks better.

@Bily
The hinge itself is good-it's the connector. You see the hinge is screwed into place on the LCD screen.

However, the screws are screwed into relatively weak plastic. Meaning that it works for about 5 months, but eventually the plastic holding the screws break, causing the whole hinge assembly to malfunction. Take a look at srbbnd first picture. You notice how the screw socket is completely gone? That is because the socket broke off and is still on the screw. In fact, you can see some plastic on the screw.

 

Hi there,
Just had my screen replaced, the technician was very adept (not like the buffoon they sent last time) and I'm very happy.
I'm not sure about the model, but the screen looks and feels pretty good.
I managed to take a couple of shots of the hinges of the old and new screens, the technician said he didn't see any difference and I agree, both hinges appeared the same to me....but I'll let you all decide.

This is my old one (sorry for the lack of focus...I didn't want to inconvenience the tech by taking too much of his time)

http://img16.imageshack.us/i/04192011131.jpg/

and this is the new one

http://img855.imageshack.us/i/04192011132.jpg/

Well, like I said, there's not a lot of difference hinge-wise, but they may have reinforced the screws in the joints. One thing I observed was that the light indicators for the 'capslock' and 'wireless' on the bezel appear much brighter.
peace.

 

@Ethio
Glad to hear your repair went smoothly.
The hinge part connecting to the chassis of the laptop is the exact same.
It's the part of the hinge connecting to the LCD screen that is different.

 

My girlfriend just had the hinges replaced today and after the tech left, she told me there were two screws left over. He was going to take them with him and said it might have come with the replacement LCD screen. Unfortunately, I wasn't able to stay home during it. Now I gotta figure out where those two screws go when I get home...

 

haha, just hope nothing drops down when your gf brings it around

 

Sigh.. just got my m11x from Fedex, had the LCD panel replaced and palm rest replaced (didn't ask for that). I bought the stealth black soft touch, and they put the silver LCD panel.. there's a sticker on the panel with serial number CN-0FPDTH-GKRO1-137-002I-A00 DP/N 0FPDTH I don't even know if this is the new panel or not.

I'm so tired of talking to these people. I think I may just tell them to give me my money back. If this m11x goes back to depot, it will officially be in their hands longer than I've owned it.

 

My hinges are starting to get loose and I think I am going to send an email and request new hinges as a precaution.

On a side note the sides of my m11x are squeaky when pushed on a little and is awfully annoying along with a slight dip in the keyboard around the "t" and "g" keys.

Has anyone tried requesting a hinge replacement with an r3 lid since they apparently are fixed and should be the same specs?

 

@GCGiant
You could always demand a form of compensation after this, (Mouse, Headphone, Paycheck etc.) Course, you could always demand a refund for all the trouble they've given you.

 

yeah, I will ask for something when my m11x comes back. I really don't understand how my computer is all black yet it comes back with a silver lcd panel. If it comes back not like it should, then I'm just going to ask for my money back or a brand new notebook.

 

Got mine replaced with samsung screen (seems like most are).

I just opened up to see all the screws were there, and to my suprise, a couple that goes under the battery is missing lol.

Not sure if I should call or not.

 

How would you know if you have a samsung lcd screen? is there a program I can use to determine the exact model my lcd screen is?

I dont want to pry it open if I do then no thanks.

Just wondering because I had to get my hinges redone the 2nd time

 

instructions are in thread somewhere