M15x Hinge Broken !

I initially recieved the laptop in early May.

When I initially contacted AW regarding this problem (30th Sept), they said they would replace the entire case... But it's been 5 weeks now! the last 3 weeks I've not heard a thing - this is the most concerning part

Perhaps there are many hundreds coming back with the same problem - hence the delay?

Has anyone had a new chassis yet? has it really eliminated the creaking lid?

On a side note, I've heard from Roswell and they seem to be persuing the case with AW Ireland - the most encouragement I've had so far... hopefully I should get an update on the repair/replacement today. Thanks for the tip Ennea.

Best regards,

 

well, count me in. I am experiencing the same problem with the hinges-plastic white crumbles came off from the screen. I contacted the support center and they said they will fix it under warranty. I bought my m15x in april and just got broken recently.

 

Hi folks, a quick update:
Finally I got my laptop back a couple of days ago; and so far it seems OK - I don't see any visual difference in the case - except that it is a new one. The creaking no longer happens when opening the lid - which is encouraging!

I'm fairly sure the laptop was returned faster due to contact with the Roswell team who chased up it's status (since AW Europe kept basically fobbing me off).

loveit_ownit - I'd prepare for a long wait if I were you, my repair took 6 weeks in total before coming home!

Best regards,

 

Keep us updated, even if you don't have problems in the future. Interesting in seeing how your "new" chassis holds out.

 

That's good news. The oswell crew always gets the job done.

 

****, I'm really discouraged now buying the 15x, but to me it's also the best looking laptop/notebook with an 9800m... **** hinges

 

The best thing you can do is take care of it. There are plenty of us who haven't experienced the problem, including myself, and love the m15x.

 

I hate to say it, but not for me ... they just tell me to keep waiting.

 

Man..that sucks. Keep the pressure on.

 

Hello i just recieved my M15x today. I have absolutely no creaking...and hardly any wobbling. If i picked up the machine and move it around..it doesnt wobble, i have to tap it hard to get it to move on its own... it seems like alienware did reinforce the lid. All i got to say is ... "took ya long enough"

 

Mine is minutes to less than 6 hours away.

 

Mine is... still in Texas.

 

Mine is on the Kitchen table updating.

 

uhh i got mine this month yet it still wobbles
True that when you open the lid, it only creaks a lil
but when it wobbles uhh CREAAAAAAAAAAAAAAAAK

 

Mine is broken as well, there is a fat gap above the left side. I ordered laptop from Alienware Uk by the way.

How should I proceed

 

take pictures first, then call them for a return auth to get the unit repaired.

 

25...26...27...28...infinity!

 

Well, unfortunately you can add me to the unhappy Alienware Customer list. I have had my m15x for just over a year and now my hinge has broken. I had no idea how many people had the same problem until I looked online. This is my 3rd Alienware Laptap, and I was happy until now. Now I dont really want it repaired but rather refunded as I dont want a machine that costs a fortune and will but the sounds of it break again. I also have the keyboard lag and my CD/DVD does not open most of the time.

I contacted Alienware Support about a week ago, they asked for low res pics of the fault. Since sending them the same day, I have heard nothing. I have sent an email everyday since then and still nothing. What happened to the great service that Alienware was meant to have when I bought the machine?

I was planning on buying an Alienware Desktop system next, but with this happening, I am thinking NOT! I really hope that Alienware pull their finger out and get some service going, this is obviously a design flaw with the m15x and thats their fault not ours. Most people I know who buy alienware are passionate about their machines and word of mouth spreads quick, I hope they realise how bad this could be for the company if they do not assist the people that buy Alienware. I will wait and see and let you know what happens.

 

DON'T buy an Alienware desktop! Their desktops are insanely overpriced. Just build one yourself, and if you insist on wanting an Alienware case then there are usually plenty on eBay.

 

Now I have been told that I need to send my machine in for a new case, this is going to take 5 weeks!! I am in Italy by the way. And from what I have read from other people there is an excellent chance that the same problem will happen again, probably when my warranty has run out. Oh how I wish I have never bought this m15x!!

 

Hinge broken AGAIN, 2nd time on my M15x

will be 4th time my laptop goes in.

1 x hinges
1 x motherboard
1 x screen

now lost he screen again and hinge broken.

it is so frustrating.....

 

I am busy writing them a letter that I will email to the big guns if I can get their emails. I am so tired of sending 5 emails to find out whats going on and getting 1 short reply every 5 days, and always from a different person. My problem is that I travel all the time and do not have a base country (I work on a yacht) so how would I work sending it away and 5 weeks later getting it back? And what happens in another year when the same thing happens to my machine, because in 3 months time I will be going to South Africa. Its these reasons I bought Alienware in the 1st place. And too think I was such a huge fan and avid supporter for Alienware, I cant believe that this is the route the company is choosing to follow.

Does anyone know if the case / hinge problem has even been sorted out yet? And does the skullcap design have the same weak hinge as the Ripley?

 

I am pretty sure mine came back with a different hinge as I've never had the problem again since. AW Ireland were not very good at updates at the time and I had to call Roswell to get any indication of what was going on and how long it was likely to take.
Hope it gets foxed for you quickly.

Cheers.

 

Well here's hoping that Alienware can do the right thing and stand up to what their name used to stand for...

5 weeks without a laptop that is used everyday is a lifetime, and then there is a great possibility that it comes back and has the same problem again after the warranty has expired.

 

Dell rocks. I am so very glad they bought Alienware! Their service is excellent.

 

My SkullCap hinge broke a couple weeks ago, and same with everyone else I got the run-around with Alienware. I spoke with them about the repair since my rig was out of warranty and I was amazed that they said they would fix it since its a known problem. All I had to do was send them an e-mail with photos to show the damage. However they wanted 3-4 weeks after I sent it in to have it repaired, which doesn't work for me since I travel 4 days a week and have to take it with me. I wrote some steps on how to fix/repair the top panel. I ordered one on e-bay from cyberinfinity.

http://forum.notebookreview.com/showthread.php?t=407625&page=4

Whats really sad is my laptop has now been repaired and has been for 2 weeks and I STILL haven't heard back from Alienware!

 

Oh thats sucks! I was dreaming to get alienware laptop. till i read this from 1 thru 13 pages. Now I realized that alienware laptop is still issues without improvment.

I am sorry for owners disappoint with AW laptop's hinges..

 

My advise, get the m17x instead. Stunning machine, much better build quality, no squeaks.

 

Why did you post here ?

 

conclude from what I have seen and experienced. Alienware is not going to fix the problem for m15x. They want to promote their new laptops. They abandon m15x. I am really disappointed as to a company so famous at building quality powerful laptop would release such a low quality build laptop and never plan to fix it.

 

They've fixed lots of them, mine too.

 

So who are we supposed to contact now? I still can't find a valid email to send a letter to.

Just as a reference, in case one of the AW reps here sees this, I have pictures of my damage on the first page of this thread... http://forum.notebookreview.com/showthread.php?t=421531

 

The contacts haven't changed:
http://support.alienware.com/Support_Pages/contact_support.aspx

 

I would would much rather prefer to send a letter through email. I've tried calling the AW support line multiple times and don't ever get anywhere because the lack of understanding. I'm not blaming the reps themselves, I know they are just trying to do their job, but I want to be in contact with someone who can actually help me.

 

[email protected]

 

That is no longer an option unfortunately.

"Dear Alienware Customer,

We appreciate your interest in Alienware products and taking the time to
write us at [email protected]. Unfortunately, this channel of
communication is no longer available.

We would be more than happy to answer any questions that you may have
and offer professional advice and support through the one of our
representatives by calling our toll free 1-800-ALIENWARE phone number.

The Alienware Support Team is available 24 hours a day, 7 days a week.

Our commitment to customer support excellence is important to our team
and our customers; we apologize for any inconvenience that this has
caused.

Thank you for choosing Alienware gaming products."

 

Try contacting Dell instead. Perhaps they've moved all of their support to Dell already...

 

Well there's your answer then, pick up the phone and dial. I am sure anyone on the phone that's been there more than 1 day knows about the broken m15x hinge issue...

 

When you got your comp, you should of got a binder with a little white card in it, call the number on that card.

 

Let me just copy and paste this quick reply in the correct thread.

AW should stand by their defects in my opinion. People who have this particular problems, should get a petetion going. I have read where many consumer with this m15x has that hinge problem. I bet that if you get a petition going on, it might lead somewhere.

Note: When i first bought my Vaio VGN-FZ260E back in Oct. 27 2007 and everything went fine, till a year an half after purchase the Nvidia 8400m GT went bad. And the warranty expired already. So what people did, who had the sony laptop with the 8400m gt chipset , petition or did something that cause an impact to let Sony know that the chip is defective. In the end, Sony recognize that it is a defect(due to everyone complaining) and did the repair for free. On top of that, Sony gave 3 additional years of warranty on the Nvidia 8400m gt chipset.

 

That is a solid idea, but the only thing wrong with trying a petition in this situation is that AW already knows there is a problem with a large amount of the systems. At this point it seems like a futile effort because there aren't enough people out there still having the problem for them to care.

Also, thank you for reminding me about my AW card stevininspokane. It was even in my wallet for safe keeping and I forgot about it. I just hope that number works.

 

No problem, and I call it once a week, it works.

 

i think im a step behind you with the hinge for now it just makes a loud "click" noise every time the hinge moves.
but all together if that all thats broken on yours i wish i were you my laptop is falling apart all over.
it has a nasty crack on top beside the keyboard, the whole front is comming off, and the bottom is falling off, not to mention that i think there is a peice of plastic floating around in there .
whats funny is when i first got it i took such good care of it only picking it up when i had to... and now im scared to pick it up at all.
when i called alienware they said i must have dropped it and told me if i want it fixed i would have to pay for it myselfeven though i purchased the 3 year warrenty.
im lost and have been out of the country for awhile and am comeing back very soon if anyone has any suggestions for me please let me know.
i will post pics 2moro.
ps i guess its kinda comforting to know they didnt just screw me.
thnx

 

If they say that you " dropped " the laptop, Just take a picture of the location where you here the click and email it to them with your concerns.

Dropped laptop will show outside physical damage in the location it landed on. It's common sense to be able to tell if it's dropped or not. If AW can't distinguish between the two, then they are trying to avoid giving free repairs. Especially, you have a warranty too.

In my opinion, It's a wear and tear issue, And AW should fix it since you have the warranty. It's not physical damage.

If pictures are not enough for them, When sending them an email, copy all the links from this forum that shows the consumer who has the AW laptop that has that hing problems.

Edited: Another thing, in my opinion, AW probably don't have the parts to repair it, thus lead to " maybe " having to replace the laptop, which they do not want to do.

It's all over the forum that people who has issues with their AW laptop, are fighting a HARD battle with AW trying to get it fix under warranty.

 

Sorry to add fire to the thread but I had my case break last year around december got it back mid february and now it is worse than before but on the left hinge cracked and all.

I am no longer under warranty and as others have said they havent misused their laptops I havent even left my living room with it and this problem happens.

I have stayed quiet because other than the physical problems the laptop has ran fine. I even ignored when my system crashed twice causing me to reformat and reinstall drivers etc.

but I am at the point where a huge chunk of plastic is missing along with the transpart plastic shards and I dont believe I can close it or anything at this very moment without risk of more damage.

I am asking for any help in repair,store credit,refund, or even where I can self fix it with hardware parts if they refuse me service.

It sucks to know that they might see no cause in helping me out of warranty although the same problem happened barely half a year after the initial repair.

Thanks in advance everyone

 

you can buy a new back panel and a front bezel from ebay and then repair then replace the back panel and from bezel from the old m15x when you get the new parts in.

 

You're taking the mick right? You're telling me AW won't even contemplate fixing a DESIGN FLAW even when out of warranty? That's ing ridiculous, sorry but it is.

 

AW doesnt seem to want to fix it unless it is under warranty or you pay them. They dont have to fix it if you arent under warranty so its basically you having to do it yourself. it sucks but the only way to fix it without AW overcharging for repairs.

 

Thats what I figured unfortunately. My ebay searches have brought up the top casing for it but I dont know how complicated it would be.

At this point I dont care how cracked the bottom for it is because the only thing wrong is this left hinge and I tried greasing it to no success and using pliers to push the hinge back and forth to loosen it sort of loosened it but still made no affect with the case on.

Is there a way to just replace the hinge? because I read this whole thread along with another on here and someone claimed new/old batches was Alienware's excuse and the time of the thread implied I was way after their problem.

 

well replacing the hinge wont do anything because the reason for the hinge busting open isnt because of the hinge. There are 4 screw holes in the back panel that the hinge is screwed to. The 4 screw holes are metal but the plastic surrounding the metal screw holes are very weak and flimsy.

Since the hinge is pretty stiff (you cant move it with just ur hand alone..you need pliers) the pulling force on the screws, when the lcd is being opening is big enough to cause permanent damage to the plastic around the screw holes . And over time the little damages add up until the dmg gets great enough so that the plastic cant hold the screw holes in place, the plastic will break off and then thats why your hinge opens.

So basically the two causes i saw when i opened up my m15x was that the hinges were a bit too stiff and the main reason is the weak surrounding plastic.

I would recommend replacing the back panel although the damage would resurface. You can check out the thread where me and bullfight use epoxy around the plastic to try and strengthen it. I dunno if this works or not yet since we still need time to see if it will hold up but having something there is better than nothing.