My experience with replacing rubber feet (on-site Dell techs?! no more SN/ST?!)

TL;DR: Dell techs replaced metal baseplate; I recovered and transferred COA/Product Key. Dell techs also inexplicably replaced the lower chassis housing and now I have no serial number or service tag. Most likely due to service exception given by Dell rep. They left me with an extra baseplate. The metal baseplates are stamped in such a way that the recessed area for the rear foot peg, which the rubber foot attaches to, will break off easily.

The long story:
OK, within a month of each other, both of my M11x's rear rubber feet came off with VERY little use or even movement (they were both found on the lapboard I use it on and recovered, but not reattached). I was extremely careful but it happened anyway.

Anyway, the feet are so small that I wondered if they were even worth gluing back on... until I noticed just how much the notebook was sliding all over the place. One foot goes on a plastic peg that is permanently mounted through a stamped square in the metallic baseplate (square recession has a small hole that it is melted through). Here's why it required Dell techs:
Shortly before getting my LCD replaced for the hinge issue, the peg that the rubber foot attaches to was visibly sunk in and turned slightly sideways. At that point, I had no idea that it was part of the metallic baseplate and thought that it would just have to be put back in the proper place when it was taken off. When the tech arrived and removed the panel (replacing the LCD), the peg fell out, still attached to a perfectly "cut" metal square that was supposed to be part of the metal plate. I mean, it was so "perfect" that it seemed almost as if it were laser-cut when it was supposed to be just a stamped impression!

After that job was done I called Dell back and told them exactly what was needed: A new baseplate. Simple, right? I mean, it's just a few screws and it's something that you or a tech would have to take off to service pretty much anything else, so I figured that it would be a user-servicable component. Nope: "Depot ONLY." I guessed that it's because of the COA/Key attached, so I didn't even object to that, but the Dell rep on the phone started working on an exception for me right away anyway (probably because he saw that I mentioned it before the last tech arrived and it wasn't dealt with). He indicated that, due to the exception, it may get auto-canceled the next day but it was worth a shot and he would call me to follow up the next day. He didn't but I got a call the day after that from Dell techs in the area, ready to install (one was shadowing the other... training I guess).

The techs brought TWO metallic plates, one which came along with a whole bottom chassis assembly! I really didn't need that and I was supposed to be getting ready for work, but they insisted and got to work right away. I was already prepared to transfer the COA/Product Key to the new baseplate so I got a razor and started working at that, after which I had to start getting ready for work. They finished up, booted it up, and asked me to take a look at everything to make sure it was working well. It appeared to be, so I sent them on their way and went off to work, only to realize that I did not check the S/N, Service Tag, etc labels. Sure enough, I discovered that I no longer have serial numbers or express/Service Tags. !@#$ What's that going to look like when I need future service or sell it? I hope I have it on one of my pics or video documenting the broken foot mounting peg.

At least they transferred the nameplate, which is just the retail "M11x" one from Best Buy (not customized). Anyway they did take my old parts but left me with an extra baseplate/feet. Oh, and I do still have the rubber feet from the original baseplate, just in case.

So, I took a look at the extra baseplate and where the square mounting point for the peg is stamped, there is a perfectly vertical "wall" all the way around the perimeter, meaning that there is some shearing going on (it should be a smooth, sloped, bend). No wonder it separated. I can totally see it happening again if they don't switch to a rounded shape or do it when the metal is softer.

Anyone know what I can do to reinforce it from the back before it breaks? JB Weld? When it was completely broken off, it was still mostly where it belonged, so there isn't much clearance behind it.


Yes, all that for rubber feet!

 

Which rubber feet? Ones on the bottom panel that comes off or one by the serial numbers etc?

The field techs who came in to replace my LCD almost stripped 3 screws on the bottom panel that comes off, so I called and Dell sent me a new panel. The panel did not come w/ intel/windows serical stickers/name plate, and it turned out I can just replace the screws, and that's what I did.

Edit- Ah.. both rear rubbers. Then you probably had to get it replaced..

As for stickers, not sure how Dell will do it for the serial/service tag stickers, but as for windows serial key, Dell only sent me a damn blank sticker so I can write it in lol. I'm pretty sure they will do same for the service tag/serial.

 

The problem is that they already replaced the chassis and I don't have the old one or the service tags/serial numbers TO write down. Because that peg was still fine (one is on the baseplate, one is on the chassis), all I needed to do was stick the rubber back on. I totally didn't need the chassis replaced and now I have none of the important labels.

FWIW, my COA was wearing so quickly that I wouldn't be able to read it if I hadn't covered it with plastic long ago, so I'm not going to actually complete the transfer (I'll throw it in the box with the other spare stuff and documentation).

I'm surprised that they were able to send you a baseplate, considering how the rep told me that they couldn't and ended up taking almost two hours to get one sent to a field tech. I was pretty clear that all I needed was the plate because I had retained the rubber feet and the chassis one could be reattached (nothing "broken" there).

 

I have @home next business support until 2015. I aint sending nothing in.

As for service tag and express service code, it's in the bios. You can check in the bios, or you can goto dell.com and just register your service tag under your account.

Go here and it will find the service tag etc for you.

http://support.dell.com/support/top...&parent=frmServiceTagSelect&s=pub&~mode=popup

For future reference, if they replace the mobo, make sure the field tech inputs the service tag into the new mobo.

 

I have the same problem along with a LCD/Hinge problem, my M11X needed to be sent in becauce a chassis screw was stripped. I am sure I will be missing the same things when it returns.

 

Oh poop. My rubber feet also fell off and my laptop is sliding as well.

 

It's amazing how crappy the feet are attached to the plate. Come on Dell, just because it's little, it does not mean you can use crappy parts.

 

Well... I've been really busy past few days. But I'm calling tomorrow to set an appointment with on-site tech to rejuvenate this self-destructing laptop. It seem like we need to replace the entire screen + chassis. The reason I complain is because I have taken the very best care for it, yet most of the physical construction looks extremely cheap and fragile.

After that, it's going straight for sale to all possible mailing lists I'm on, craiglist, ebay and what not. It's a great laptop in terms of performance/battery life, I just don't have time and willpower to deal with Dell. Ever. Again.

 

I am in the same boat, this is my wifes laptop, and she takes realy good care of her things. Crazy....

 

Dell should send you out a new service tag. At least that is what they did a few years back when a tech took it with him without relising. Did take a few emails back and forward and in the end came in a big padded envelop with bubble wrap and registered mail. All for a paper sticker.