Hinge Problem on MX64xx Series

I bought a MX6428 AMD Turion-ML 37 2.0GHz, 80GB hard drive, 1 GB memory, & 2005 Windows Media Center, 5 months ago. The notebook is used for Business to build websites. I enjoyed the notebook and it performed quite well.

About 10 days ago a crackling noise occurred when I opened or closed the notebook. I called Gateway immediately and reported this problem. The Tech was aware of the problem, she took my information, and I was given a ticket number to return my notebook. I received the shipping box the next day. Upon opening the notebook to backup, the left hinge broke, this caused the screen on the left side to be loose, the keyboard is loose, and the panel above the keyboard has a buckle.

I have shipped my notebook back to Gateway for repairs. I was told it would take about 10 days. I will post an update after I receive it and check it out.

Have anyone experienced this?

7/18/06 Here is the Picture of the Hinge Problem

 

You didn;t by any chance take a picture of the hinge? I keep hearing problems with the hinge's but have yet to see a picture of the problem.
Does anyone has a pic?

 

I will try to put the pictures out tomorrow night.

 

Here is the picture

 

:::gasp:::

 

I have a crack in the exact same spot. I called Gateway today and they told me there were no known issues and it would cost me $238 to get it fixed. The just kept repeating that any cracks must be the result of abuse and therefore were not covered by the warranty.

 

$238 is too expensive, it is the same prize as a LCD panel....

 

I finally received my notebook from Gateway on Tuesday. The repair didn't incur a charge because it is still under warranty.
After having my notebook for 2 days, I have to return it back to Gateway for repairs. I can’t connect to the Internet. The broadcom network adapter isn't recongized. I worked with 4 techs last night; we tried everything (including during a system recovery).

 

Hey Snoopy! The same thing happened to me yesterday. I have the same laptop. It would not close. I called tech support. They told me that I needed to send in my laptop. Well the problem was I could not close it without cracking it. I told them that. They instructed me to call gateway corporate. I called and told them the problem and requested immunity if it were to crack if I sent it back to them. The person at the corporate center approved my request. Now I am waiting for the shipping box before I crack my hinge.

How did you end up with the fix? Did it look good? It appears like you waited 3 weeks for your laptop

 

After I spoke with Tech support, I email gateway customer service (corporate) & they approved the repair because it was within my warranty period. They did a good job repairing it. I was told that they had to order parts, that was the reason for the delay in the repair.

The only downer is now the network adapter needs replacing, so I'm having to send it back in for repairs. I'll update when I receive it again.

Good luck with your repair. Keep me posted.

 

thanks snoop!

 

here is the deal: I got it back from Gateway in perfect working order. they replaced the chassis.

 

That's great!!!!!!!!!!

Now for an update on my network problems that occured after receiving it back from Gateway with the hinge repair. I've had to send my notebook in twice for this repair due to my Wireless Network will not connect, I receive the error Windows unable to connect to the selected netwok. The network may no longer be in range. After I received it back for the second time, I call & spoke with a tech. He indicated that the senors are located in the hinge & needed replaced since the hinges were repaired, he said he would send me the 3rd box/label for this repair.

This occured on Aug 29, On Sept 5, I still hadn't received a box or label to ship it in for repairs. I emailed customer service, I was told that the order was placed, but the repair facility was out of boxes & label???, & asked for my patients in this matter. I didn't receive box/label on the 06th or 07th, so I emailed again. I was told that it appears that the order isn't moving. So, he canceled that one & place another one.

Today is Sept 9, I have been waiting 11 days for a Box to return my notebook in for repairs. My notebook haven't been functional since June 21. I will never purchase another Gateway. This notebook is for Business use. I had to purchase an notebook because this one has been in repairs for the pass 2 1/2 months.

 

Sorry to hear your issues. To be honest, I have noticed their customer service has been poor in the last two weeks when dealing with them. For one, no one ever emailed me about laptop being sent out. So DHL came to an empty house.

Good luck with them,


PS I have an extra box!!!

 

Gasp!!!!!
That picture freaked me out!
Is this hinge and cracking problem common in all Gateway laptops or just in that particular model? Is it just in the 15.4" notebooks or also in the 14" notebooks? I really need to know becuase I'm buying a Gateway 14" laptop soon.

 

My notebook is 15.4.

 

hit & miss with gateway/emachines hinges - more hit than miss
strange that they haven't learned a thing from the past 2+ years

cheers ...

 

Current Gateway notebooks now have reinforced hinges made out of some sort of metal alloy. It looks and feels very sturdy and resistant to cracks. So...I guess they did learn seomthing from all of those cracked hinges at least.

 

I finally received a box from Gateway. My network card was replaced & it is working o.k. so far. However, I did receive quiet a few big scratches on the external cover/lid that were not there before. Is there anything out there to remove these scratches?

 

I don't think so (unless youre willing to buy a custom notebook skin). Hmm...Gateway is pretty sloppy with their repairs. They should have at least given u something in return if they did scratch your notebook cover.

 

I emailed them regarding the scratches. I will follow up next week. Do u know of an instance where Gateway resolved this issue?

 

Gateway replaced my whole lid when BestBuy scratched mine the first time (originally took it in for hinge repair). But GeekSquad scratched it again and I'm fed up with them.

 

Thanks for the info.

 

ya My MX6421 Cracked the Same way in the Hinges and broke off in the same way so i called and see if i could get it repaired i also had more problems with it Cutting off CD-rom popping out and they sent me a box and im still waiteing on it now they said it will be back by monday and if i didnt get it back on monday to call back and i will get top costumer support and feedback so hehe im starting to like their Customer Support always been helpful but ya that picture reminds me of my break wished i had pictures of mine but will post on updates on the repair i guess this is a defect in this model series Also it defected one of the memory chips which i bought one 512MB chip which it didnt defect that one it defected the one that came with it so they will repair that too but let me tell you how my hinge broke i was going to class and i went to open it and when i open it thats when it broke a loose and my teacher looked at me. I was like Whoa and i kept it like that for 3 weeks then it started to get worse the cd-rom started to pop-out and when i was listening to music during my study hall class and working on word it came up with a BSOD in Windows and when i got him i took out Gateways memory and it started up so i called Tech Support i said Look this Freaking Laptop Is messed up and i hate it i have to have this thing for my classes cause i dont wanna pay $150 for a rental every 2 months and which is slow as hell and cant do nothing on. The man was friendly about it he went okay we will get this problem fixed so i got my Box in 2 days which it was sent off the next following day i even made a little baggy and put the broke hinge in and the parts off the monitor which broke off with it (just to be nice and a smart ass) and i called this Thrusday was on hold for about 30min so they could look up the repair status....and said if i didnt receive it by monday to call and i will receive top technical support (and i was like Whoa top Tech Support im starting to like this) so i will see what i will get back this week and it better have no future problems with it like people been haveing with the Network Adapter if it is then they will be seeing it again hehehe they gonna give me my moneys worth

 

its been 1 month since my gateway MX6421 has been in repair so i just went out and bought a Acer computer with Dual core but im still worried about my gateway its takeing so long

 

Here's the update since my last post. I sent my notebook in to Gateway on 10/04 they did replace my lid .

I received my notebook back from Gateway on 10/10. I had it back for 14 days, on Oct 24th my Network Card went out again . I can't connect to the internet. This is so frustrating, my other desktop & notebook are connecting without a problem.

So once again, I have contact Gateway and I'm waiting for a response. Has anyone else experienced this issue with the Network Card or Do I have a Lemon? This became an issue after the hinge repair. I was told by one Gateway Tech, that the network sensors are located in the hinge.

 

Your still having wireless problems? I would just purchase a usb wireless adapter for the time being. $10 for a netgear. You can also purchase a miniPCI wireless card, broadcom for about $20 www.pricewatch.com. If you already have a mnipci card installed maybe they didnt hook up the antennas. But I wouldnt be waiting on thier slow butts to continue to work on it while waiting to get work done. I use a gateway as my main laptop but also use an older dell as a backup. GL

 

Hey, I had more or less the same thing happen to me and it was an absolute nightmare. I bought my MX6450 in January 2006 and I was overseas in Australia when my hinge cracked in May. I was unable to close it for fear that it would snap entirely, and they kept refusing me immunity to close it on the phone, and considering it's impossible to travel back to the US with it open, I had to do it, but luckily it didn't totally snap. I had given the laptop the best possible treatment, it had never been dropped or bumped hard in any way, and I was continuously told that the hinge problems were a result of abuse. I was also told that the hinges on my model had been reinforced, but obviously that made no diffference. I really think that the thin lighter colored plastic piece that the hinge attaches to is what cracked, which caused the hinge to pull away regardless. Here are some pics. Sorry about the quality, the center one shows how the damaged hinge caused a short which melted the casing. Also note the bow just below the hinge. I wasn't in the country so it was repaired in August, but a month later the hinge again felt stiffer than the other and makes a faint creaking noise.

 

Nhe8888, I had to email Gateway support to get my issue resolve. I was getting the run around when I called in. Here's the link for you to contact them about your hinge issue. https://support.gateway.com/support/ask_gateway.asp

 

I had the same issue with the mx6428, left hinge destroyed case and broke free. They fixed it with a little Bitc..ing my "warranty expired just 7 days earlier". My only fault was not noticing the constant crackling poppoing noises
made by the lid over a period of 3 or 4 months. Now 6 months later hinge is again stiffening up and this time breaking away the top where the LCD is attached. They said they will do me a favor and fix for $165. I feel cheated and don't believe the repair is any different from the previous one since they neglected to fix the lid portion adequately. Needless to say this will be the last gateway I purchased, this being my third gateway in 4 years. They have definitely lost me as a loyal customer.