M15x build quality - The case of the broken/melted lid and hinges - A compilation of stories

Dear all,

Since February, the time when the M15x was released, many were the ordeals people had to go through with their laptops. From GPU downclocking, unresponsive touch controls, CPU downclocking, etc... Slowly all of these problems were solved with Bios updates and patches.

But the biggest problem with the M15x was always its poor build quality.
This was always visible on issues like the screen wobbliness, the lid creaking when opening, the security lock not working properly, keyboard with keys breaking very often, bad speakers, camera, etc...

What are the consequences of having such a powerful computer on such a poorly designed chassis? What are the consequences of using such poor plastic components to hold all the extremely powerful high tech components and fancy alienating lights? What are the consequences of Alienware being greedy and not properly testing their products only to be able to be the 1st one using an 8800GTX? Well... the truth that lies underneath is (for the 5 people that have experienced it) brutally cruel.

I’m compiling the reports and pictures from the five unfortunate owners that experienced the same problem. All comes down to the poor design of the hinge system, in which the hinge is held in place by resorting to plastic supports (rather than metallic or resistant ones). Opening and closing the lid puts stress on the hinges that will, eventually, give in and snap apart.

I will let the cases speak for themselves.

Fex

Jayonhavok

After being sent back from repairs the problem quickly came back:





Buzzin

Mr_froo200

Tacomenace21

Images NA yet.

I hope this thread will be useful to open people's eyes. I hope it will be useful to make things change regarding AW policies and strategies. The M15x was a disaster from the beggining and, looking at these compilation of cases, it doesn't look like it's going any better.
I can only wish all these unfortunate owners good luck on solving their problems and hope that your testimonies will make people be more aware of what the M15x trully is.

As always... keep smilling,
M.

 

The question is miles. Why do you make a another pointless thread. When you already posted on "why you shouldn't buy the M15X thread"? Which explains it all. Which talk about all the problem already.

 

never thought i'd say it, but i'm gonna have to side with milcs on this one. this can be pretty important for future customers. i don't like seeing it, because it makes me realise that this could happen to my m15x as well (which is perfectly fine and will stay that way, knock on wood).

of course, we can't say how often this really happens, it might be that these are the five only cases on the planet where this has happened. but right now, i have to say that it's AW's turn to respond and do something, because this really isn't good, and shouldn't just be ignored.

thanks for compiling this list, milcs. now let's see what AW has to say about this.

 

As always I dont agree with the way you word things. It is not objective and you enjoy using sarcastic sentences to add that little "extra".

But I agree that AW should do something about this and I hope they respond to this. Thing is that on this forum we have maybe 30 m15x owners altogether? Out of those 30, 5 have had their hinges snap. That is 15% of the owners, and we are only 7 months from release.

I for one am gonna call AW CS up and ask them about this, cause this makes me worried, especially since I am going to Hong Kong for a year and if anything happens I will have to pay shipping both ways to get it fixed.

 

My main objective was to compile everyone's reports and pictures. I did had my personal view to my post, which is obviously very personal. I'm sorry if you don't like the way I word things, but in any case, that's not the main part of this post. The main objective is really to compile all the information into one single thread.

As far as objectivity is concearned... I think that you have to look at the quotes and pictures. I can't think of anything more objective than that.

I hope this will help everyone. Owners with problems and owners without problems alike. I'm sure that if something is done by AW to solve this issue, everyone will benefit from it.

I can only assure you all, that I'm just trying to help everyone.

 

I can understand how you feel Svarto, the shipping costs can really add up to be a lot.

I appreciate what you've been doing milcs, trying to inform AW about the problem. Let's hope that they can give the unfortunate ones with defective cases the proper refund/replacement.

 

Thanks for taking the time to assist everyone and getting this information out Milcs, I personally appreciate it, especially since customers here seem to care more about each other than Alienware itself does. I have yet to get resolution to my defective m15x issue despite being escalated to the best of their customer service team. If people don't believe the cheap plastic build of this machine, they should at the very least be wary about AW's ability to resolve customer complaints.

 

All,

We are aware of the issues affecting the aforementioned customers and are assisting accordingly with each member.

Tacomenace,

Can you please PM me your account information so I may assist you?

 

Taco, please let me know when they offer you a refund so I can again ask them why I am being mistreated.

 

I believe the purpose of this thread is to specifically deal with the weak hinge mountings, which are a ridiculously low-quality mechanic, especially for use in a high-heat machine like the m15x. As mentioned elsewhere, even low-budget HP/Dell laptops use metal hinge mounts. Heck, ASUS uses titanium.

The unfortunate truth is that this is a serious and inexcusable design flaw that most typical users will eventually run into, with enough time, heat, and pressure. Those of us who ordered earliest are running into the problem first. Many other m15x owners are sitting on a time bomb, and until it goes off, there's not a lot you can do about it, except be very, very careful with your machine.

I'm so glad I ran into the problem first, got my refund first, and bailed ship with my money before Alienware realized that I'm only the first of many to come. I have no idea how Alienware plans to deal with this issue, but they're about to have a serious, serious problem on their hands. Are they really going to give refunds to everyone? I highly doubt it.

Once this collection of all our stories and images is compiled, I will forward it with an in-depth testimonial to several tech review sites, as well as executive carpet bombs to both Alienware and Dell. Alienware has spent enough time in their ivory tower: I'd like to see how they deal with real competition, a Pento crisis, an angry business liason, and [as soon as they deny their first legitimate refund] a class action lawsuit.

 

This thread is closed, since it's nothing but trolling. milcs, if people want this information, they can find it themselves. Edit your "don't buy the m15x" thread if you want, but don't create more.

Myself and many other members are getting tired of the same people complaining about the same issues over and over.