Faulty monitor casing "not covered" by warranty. I am NOT amused.

one corner of mine seems to be opening up like you guys but its not as bad (YET)

 

Man you guys just keep getting the shaft. Nothing seems to be going right on that thing. It makes me wonder why people are getting so excited about black since the laptop clearly isn't meeting customers standards.

 

Because its black... duh

 

So... how many more cases of Lids breaking is everyone going to need until you see that this is what is coming to all of you that "love" your M15x?
It's screaming in everyone's ears, but the only thing people are able to say is "Stop flamming" "AW is great and I love it and I never got problems (even if my screen wobbles, my GPU goes above 100C and I will probably end up with two pieces one day when I'm opening it" "Look... a new trailer with a movie with Aliens... UAUUUUU! THat must mean that AW is amazing!", "Look, a black M15x... that solved all our problems! Imagine if it would come in shock pink".

Honestly... can't everyone see that, while you are holding your flashy M15x in your hands you are just waiting for it to break in two?

FOUR cases now... How many till AW retracts all of the M15x and declares bankrupcy? How many till people realize this is, most likely, what is going to happen to them some months down the road?

I mean... don't M15x owners get worried??? Or you are just going to burry your head in the sand trying to ignore this problem?

 

Answers to milcs 6 questions:
1) Coming to all of us: Dont think so
2) Waiting for it to break in two: Nope, not what I am waiting for with my laptops
3) How many before AW retracts: Probably a lot more, and doubt they will declare bankruptcy over 4 cases of broken hinges.
4) Most likely is gonna happen down the road: Overreaction. 4 Cases is not "most likely", it is a slim possibility.
5) Dont m15x owners get worried: Yes, i am worried but it is nothing i expect to happen.
6) Bury ur head in teh sand ignoring the problem: No one is ignoring the problem, but there is not much us with working and good m15x can do, should we send them back in because other people computers broke? I have not ignoring the possibility of it happening, I am taking care of my computer and minimising the chance of it happening, also taken out 3 year warranty and checked with multiple CS agents regarding this problem and they all told me it is covered by warranty.


That sucks mr_fro! Please keep us posted on how CS is handling your case, hopefully they have learnt a thing or two from the horrible treatment of fex and jayon. Definitely want to hear if they try and blame it on you that the hinge broke, cause i have talked to several CS agents and they all said it is covered. Best of luck man!

 

It was rethoric... not meant to be answered, meant for you to think about it.
Obviously you can do something... You own and M15x and you should be worried with the fact that the lid is weak and hold in place by plastic supports. Obviously you can gather together with them 4 and write a letter to Engadget and AW (and why not, even Dell), expressing how you are worried and afraid that will happen. I always thought that its better to prevent a problem than try to solve it. It's just more... wise and inteligent action, in my opinion.

If AW keeps selling laptops with the same exact kind of hinge system, this is bound to happen. You, as an owner, should express your worry to AW. Obviously this would all make sense if a large group of people would put out their voice for it.

More... look at how fex and jay cases have developed. If it happens to you on your 2nd year (or 3rd), they will probably tell you it was you (like they did to both fex and jay), then fix it to be "nice" and give you back a patched laptop, without no attempt to give you back a perfect laptop.

It's just a matter of being reasonable here... I know you dislike my attitude, but I'm not asking you to like me. I'm asking you to be reasonable really.

 

That is very true, we could sign a petition and send it in to AW/endgadget, and ofcourse also include people that havent had it happen to them yet. I am very willing to sign a petition or interested to be apart of fex, jayon, buzzin and mr_fro letter or actions to try and fix or prevent this problem from happening to other people.

 

Very vague thought, but could it be due to opening the lid? i mean i open it from the left hand side and notice some strain on the right side, so could it be pressure in the top left corner that forces it to break open in the bottom right corner?

 

Maybe fro is left handed and all the rest right handed!!!
It's definately related with opening the lid... That together with (possibly) thermal stress and a weak hinge system should justify this happening.

 

Last one Mybe it the smart people who open from the center and do not open at 180 degrees or more. That have no problems.

 

I'm self-proclaimedly ambidextrous, trained a righty. I open the case with my left hand- from the middle of the lid. ;D

Anyway, milcs and svarto: Once this whole thing is taken care of, I intend to write up another [full-length] review for some tech review sites, as well as some key administrative members of some key companies. This report will be complete with testimonials and comments from other dissatisfied folks here, and I'll be sure to keep everyone posted when I start gathering testimonials. For now, I'd prefer not to do anything silly or excessively confrontational until my money is safely back in my bank account.

------

Yes, the problems with my laptop and the other identical cases have been caused, in large part, by a design flaw on Alienware's behalf. For those of us who were depending on our laptop to be durable and reliable, the m15x was probably not the right choice.

However, for those of you who are still in love with the m15x: good for you. I hope it turns out well for you. May your heatsinks never falter, may your plastic hinges never crack, and may all your hits be crits and headshots.

------

Oh, and I also find this important to mention.

While the mixup regarding my warranty coverage was insulting and bothersome, most of the employees who I dealt with were very helpful, and most of the other aspects of my repair process went as smoothly as I would have expected. In fact, some of the employees - like Alienware-James and Kristina, in particular - went out of their way to take care of me. They did a phenomenal job, and I do not blame them for my poor experience with their company.

Right now, I am simply disappointed with the quality of the machine I paid for, and the veracity of the warranty that I paid for. It is unfortunate for Alienware that this has been my first experience with their company. Perhaps their other products aren't all so bad.

 

*siiiigh*

As mentioned above, I open from the middle (that's what she said). Additionally, I have only opened the screen to 180 degrees (which, by the way, the machine is DESIGNED to do) twice: once to take pictures before I sent my machine in for repairs [AFTER the original damage], and once again a few days ago [AFTER the damage had resurfaced].

If you really intend to blame those two incidents before you blame the pathetic plastic hinges inside this machine, you'd better have some really convincing reasons.

 

Ya I think seeing toddler seats in someone picture gave me the ture answer of the problem from one viewer. So I can understand why alienware dose not cover the case by warranty.

 

Honestly, can you stop insulting all these guys that have to be put through hell because of their M15x? Do you think everyone is stupid to go and throw their laptops around and open it until it cracks? Honestly man, get a grip and avoid making these comments suggesting people misstreated their laptops.

Oh and the toddler seat association... men, you are pure genious!

 

Beleave me milcs. I had more problems on the M5550 then you had on the m15X.

I sent the M5550 back 6 times. Plus 2 Wlan card and pull one from my Acer laptop.

At least I tried getting my setup working. I did not pout cry like a little child.

One thing I did not do was go Dont by alienware becuse there was other people who had systems that work 100%

 

Atol, keep your comments to yourself. You coming here and telling that this problem is due to people misstreating their laptops is offensive, absurd and highly disrespectful.

Give these people some credit as they know what they are talking about. They have onwed the M15x for long enough, tried solving the problem and it seems that most of them, the problem came back in different ways.

If this is a problem in M15x design, then everyone should be aware and this should be exposed so that AW takes an action and makes something to solve a problem that has the potential to affect many more people.

Anyway... how can you have messed up your M5500 so many times and AW still fixed it for you? I mean... you broke it and they fix it? (this is, more or less, what you are saying to these owners... just for you to see how nice your comments are).

 

Yeah maybe alienware should put stickers on the m15x where it is save to touch it without damaging it...

 

LOL. That would funny.

 

LMAO!

NOTE: Open Here while holding HERE, do not touch HERE or HERE or HERE or HERE... STOP HERE when Opening...

thats pure genius crizzler! AW should do that right now...

hell, to make it even better...

DO NOT OPEN and the product will last forever...

what happened to common sense...

 

Lots of people here forgot about what common sense is... and they developed something that can be roughly called "Alienware sense".
Common sense is really the key to all of the world's biggest problems. But... as it's obvious, it's a very hard thing to achieve.

 

with some common sense and accountability... this would be a better world...

 

I usually open it by using my thumbs at both corners of the lid. Sometimes open it in the middle with one hand. NEVER open it by grabbing only one corner.

To me it looks like the flex in the lid is causing the pressure at the bottom corners... the flex is making the black plastic frame 'pop.' If this design flaw is not mass addressed by AW, I'd like to find a dyi solution... can anyone think of an easy way to strengthen the flex? It almost needs a frame.

People are saying the m17x is sturdier... maybe they can apply some of the differences to these screens? Just a thought.

BTW, i really do like my laptop... i wish there was a solution to this problem. Its really nice to be able to take this thing on the road without the massive power brick (using smartbay battery) and still kick ass gaming at home at night.

 

I opened my from the middle or with one hand on both sides, never from one side alone. That being said, IT SHOULD NOT MATTER WHERE YOU OPEN THE LID. If the hinges were not anchored in plastic, you could open it however the F you wanted and would not have the issue we are having (and all other m15x owners will have eventually).

I got my "repair" back today. I'm getting ready to take off the black LCD cover and check out the hinge to see if they actually repaired it with a reliable method or if they put the original plastic hinges back. I can guarantee that the design is destined to fail and fail and fail again after extended usage (700 hours or so of runtime).

Will post more later after I've taken a look at my repair.

 

PS - if you have an m15x, go ahead and remove the rubber bumps around the screen, unscrew the little screws, and remove the black panel around your screen. it takes less than 5 minutes and allows full view of the plastic anchored hinges. i bet you will see signs of distress, cracking, breaking if your machine is over 2 or 3 months old.

seriously, stop talking crap about people who have the problem b/c you have it too.

 

PSS - In all my years of Dell laptop ownership I had my fair share of dead hardware etc. But never once did I have to actually send the machine back for repair. Dell could just send the part and I knew how to replace it.

Yet the first Alienware laptop I've ever owned, within 4 months of ownership it had to be sent back to the repair depot for TWO weeks. Think about what it means to not have your computer for two weeks, especially if it is your primary/only.

 

Isn't like frikkin grand?!

This is what my m15x looks like after opening it this morning to a loud POP...

 

I just got finished inspecting my "repaired" laptop:

1) Out of the box, I notice the rubber bumps that hide the ugly screws on the front of the LCD panel are missing. Hello ugly screws.

2) Fingerprints all over the screen, no biggy.

3) I went ahead and unscrewed the 6 or so screws that hold the front black plastic panel around the screen. With a flashlight I checked out the repair job and it was quite clear what they did: replaced the plastic lid with a new one, defective plastic anchors included, no reinforcement.

My point is, the original design defect is still present and will rear its ugly head sometime in the next 3 months after about 600 hours of use.

Thus I am left with a predicament and I figure these are my choices:

1) Deal with it. Ship it back again in a few months, and again a few months after till the warranty runs out.

2) Contest the purchase with my credit card company as receiving a lemon.

3) Sell this b*%$h on ebay at a loss and vow never to purchase another alienware branded product (this was my first and last purchase).

I'm thinking #2 and if that doesn't work #3. I checked out the Dell XPS 1530 and its a great system with much better quality and support. I'll be getting one of those as soon as I can offload this time bomb.

 

That's almost the exact same situation as me.

 

I know Mr.Fro, but the difference is this is what your laptop will look like a month or so AFTER you get it repaired. This is the second time I've had to deal with this. I'm sorry to be the bearer of bad news to you.

 

I just disputed the charge with my credit card company. Because it has been less than 6 months, they said it should be no problem. I'll let you know what happens.

I explained the design defect that results in non-use of the entire system (the lid wont open!). I said I would be glad to provide reports, photos, and evidence from other users.

AW won't give a refund and won't exchange it for a different model that doesn't have the same defect even when approached with good faith and an honest attempt to negotiate a reasonable solution.

 

Guys... please, for the sake of you and us all, put your strenght together to really let this case fully out to the "tech world".
I'm sorry to hear how well they fixed your laptop Jay.

I wish I could express my hanger and frustration... Just please, do something about it. AW can't be allowed to continue doing this. 4 cases of lids breaking... 2 cases of lids being fixed and breaking in less than one month. Not only they have poor design, they also fix this problem as they don't even care about what they are doing.

Anyway... Sorry to hear all of you guys' experiences. I really really feel the pain you feel.

Please, do not just get a refund and stop at that. Please do something about it, write somewhere where your experience and "story" will make a difference and will finally expose AW for all they are... a handful of crap!

 

AW must be loving all you guys right now. I really hope you guys get your system corrected or at least your money back. Although I highly doubt any of that will happen.

I am glad I followed my gut feeling and canceled when I did.

 

@milcs

lol AW will definitely fear that mighty hanger

a while ago i told people the first step they should of taken was complain to the BBB. i dont think anyone has filed a complaint yet. After that you can then go file a complaint with the Federal Trade Commission. Then AW should do something. This is based on what the u.s provides. im not sure about other countries.

 

Credit card company said my card didn't have any kind of protection.

When I told AW about the plastic hinge design defect, they responded there is nothing they could do because it was "part of the design".

I'm selling it-- jumping ship before it sinks.

I can't afford a poor quality laptop that will break and break again in the same spot due to a design defect. Kinda feel bad for the poor soul who buys it.

 

chance is that less than 0.1% of AW customers know NBR existed.

 

i hope you are honest with whomever does end up with your item that the warranty is not transferable to them....
and did you check your 'rights as a cardholder' agreement? many companies will tell you that the coverage does not exist just to stop it there. sometimes it is in the fine print and you need to inform them you have read that it is available...just food for thought....

 

buzzin, you can't afford a poor quality laptop but i'm sure the same goes for the poor fella buying your laptop, without warranty...

dude, discuss the issue with AW and settle it between you and AW...

just my thought...

 

i dont think you should get rid of your problem by selling it to someone else who would then get all your problems. that not really right...

i would just recommend you refund it or try to get AW to do something like give you a new machine.

 

you send it in again and again telling them about the problem, you call and email them at least 10 times a day for a week or more, have all your friends call them asking if the m15x has this problem as they all have hard about it, create usernames on all laptop forums you can come across, post a slightly different story, message on these forums, send emails to all tech journalists you can find, to alert them of these issues

then if this does not get you anywhere, you take AW to court, small claims etc

but the first option will cost them WAY more in PR and Dell investors getting angry...



and don't sell it to someone that don't know this.. well then again look at all the ppl here that KNEW about the issues and still got it, perhaps try one of these? Some might still be waiting for the AW to go through the 200 point check and it can take as long as 4 weeks, while with your option they can get the dream machine the same day.

 

to be honest - if he did most of what you said, he could actually hurt himself in the long run.
stating your grievences on a forum or two and making contact via phone or email to also state your view and issue(s) is about as far as i would go.
if by chance it were to go to court, lambasting a company in several areas only makes the person look like a complete idiot. limiting the outcry and sticking to a professional and adult attitude will get you farther then crying 'wolf' and makes you the more professional and respectable person when it comes down to it.

hope you can resolve your issue to your standards...

 

Buzzin... keep your voice high, gather together with fez, jay and mrfro, write to engadget and all possible tech sites you can think of detailing all you guys experiences.
Bring this issue to the world, show what AW and the M15x is really made of and, I am sure... soon you will have something being done on AW's side.

Good luck and hope you will be able to get rid of that plastic box.

 

could AW make the connection.. no- why have they fixed the quality issues no, it's about feedback management ( there is few org's managing this well, apple does to some degree through their legal department- close down ppl and posts)

I am not saying act all like a psycho ( The post might have indicated that) so if you tone it down somewhat and get the essence of my point..

Trust me it has worked for ppl in the past ( me including)

But this is the last resourt!!

 

maceto, tho you do post some interesting "guerilla" techniques that may help the small guy against the corporation... sorry, call me an idealist... but you gotta fight fair...

you know, i've worked in retail many times in a wide spectrum of neighborhoods and basically, calm, persistent and intelligent consumers always win out with their claims...

it's easiest to start screaming out FOUL and make a lot of noise but then there seems to be a "threshold" of tolerance where beyond certain point, it just becomes another "loud and dissatisfied consumer"...

fight your fights fair and square... best thing to do is make your voice heard... in an intelligent and civilized way and in groups...

document every communication...
cc all communication to an attorney if you have one...

heck even TV news for local stations and such... seriously... i see on TV news about an old woman getting shafted by a local air condition installation dude...

be persistent...

 

What works for one person may not work for another, but I got a refund by simply telling Alienware: "I had problems, I sent my machine in for repairs, and the repairs didn't fix the problems. I would like a full refund, please."

 

I think Buzzin means he doesn't want to wait for it to break a second time.

 

Damn a refund would be sweet. There's no way I can sell it for what I paid for it.

 

I'm contacting them for a refund too. Coincidentally I ordered mine on January 19 as well Fex.