Alienware Problem

I bought my alienware a couple of months ago in the US, for $2,660 thinking it would be worth it. I moved to Europe with my seemed to be awesome machine, but soon i realized that i made a mistake. The screen hing started to break and today i found this : look at photos (high res). Plastic came out from a unknown source and i cant close the laptop because of the fear that the screen will break. You cant even call it a laptop. I was very happy of my laptop, but know i am very displeased.

Photo 1
Photo 2
Photo 3

 

ah, hinge crack #19 i believe. contact AW-James or AW-Armando to organize either your refund or your repair.

 

That's pretty **** . You had one of the old batches I think?

Shame

 

Napbree, seriously, this is "old batch/new batch" business has yet to be proven.

 

Yeah, I sent mine back to the mother ship yesterday. Same issue. I received mine in late May. I called Roswell and they said that they have since reinforced the lid area. He did not state anything more specific than that.

 

The other issue I had was the paint on the lid. All the way around the corners it was wearing off. It had a copper colored discoloration. Oh well, perhaps I'll get an entirely new lid and LCD from it - at least that's what was alluded to by Roswell. All in all I still love the m15x. No regrets at all.

 

Of the 19 users who have had their hinge broken, how many were from orders from the US site and how many were orders from the UK site?

 

Does anyone have an m15x build diagram or anything like this. I just wonder why is the m15x so ****ty. Why the hinges break off so easily!?

 

I'm not entirely sure, I do know that in the first 11 cases , only one was from alienware UK

 

I would like to receive a full refund. I need this laptop for school, but i cant close my screen because of the fear that something will break.

 

I sent a PM to AW-James, im awaiting an answer.

 

Most likely you aren't going to get it but who knows. Good luck

 

My problems are :

• Broken Hinge - cant close my laptop
• Slow responsive keyboard
• FX lights are nut fully working
• Gap above Ethernet Cable
• Volume slider doesn't work 80% of the time
• Screen Cracking when closing (the issue stopped since i cant close the lid)
• overheting
• bad sound

I will keep you guys updated on the situation. For now have received good customer support. I probably wont receive a refund, but at least i will be happy with my system again.

 

How do these hinges get broken? Did it happen while closing or opening the lid? Then didn't you notice that it wasn't working as smooth as other times?

I'm not attacking you, just curious about how the plastic can break off so easily without forcing it.

 

You do have the video of the cracking screen - there is your answer.

 

it's been like that for over 5 months but it hasn't broken yet though .

 

hi stranger. you trying to tell me youres hasnt broken yet.

 

i took good care of my laptop. There are 20+ other people who have the problem. There is a explanation in the "hinge" thread. hopefully it won't happen to anybody else. I still love my m15x , hope I won't get anymore issues after I get it back

 

It's like a miracle, Mr. DJ.. can't believe it myself hehe.

I read that explanation now, Xenon - thanks. I hope you get yours fixed soon!

 

Ok the story so far......

A person that I know took the laptop on a plane to the US where a friend of mine picked it up and send it to Alienware. I was promised by the alienware support agent that :

I will receive a free upgrade to the 9800 GT and all of my problems :

* Broken Hinge - cant close my laptop
* Slow responsive keyboard
* FX lights are nut fully working
* Gap above Ethernet Cable
* Volume slider doesn't work 80% of the time
* overheating
* bad sound

Will be fixed, I also told him that it would be appreciated if the laptop would be sent back by the 17th since my friend is leaving back to Poland on the 18th.

Everything seemed to be fine, today I received a message from the support agent that the package was sent back, i was very surprised since it only took 4 days. I sent a reply asking if everything has been done.

I received this :
" [...]the LCD was replaced.The video card upgrade was not done [...] "

So i didn't receive the upgrade, the rest of the issues were not resolved - so im getting a system with almost nothing repaired.... If the overheating continues it will burn my GPU or CPU. The keyboard is unresponsive and the sound will continue to be horrible. There is no point of getting the system back since im going to have to send it back in again since the issues wre not resolved. I was not informed (before the package has been sent out) that the issues were not resolved.

This situation is ridiculous since emu computer wasn't fully fixed...

 

Ok guys I want to update you with my repair. I received my laptop before Christmas Day. Everything seems to be working fine, some times my Nvidia drivers stop working, but hardware wise everything is really good.

Big Thanks to the Alienware support.

 

glad to hear it went well. I contacted support yesterday to see if I could upgrade to the illuminated keyboard. Support was very cordial and knowledgeable, though I was put on hold for some time. The tech did come back 1/2 way through and apologize for keeping me on hold, and would be right back.

Whatever problems they have had, they seem to be really trying to improve their customer service.

Also, I dropped!!!!! my laptop bag on the ground yesterday (my M17 barely even fits it lol) probably because it's so heavy! Not a dent, ding, broken hinge, or scrape to the M17. So the system seems to be very rugged.