Alienware m15x Broken Hinge. No Help From Support.

So... I am slightly angered by the fact I purchased this laptop and only found out recently that this hinge issue is a recurring problem for this model.

Now, I purchased this laptop maybe 2 years ago, and just started experiencing the issue with the hinge breaking/separating over the last 3 weeks now. I think I had a better run than most on this.

So, today I called Alienware to see about getting it fixed. I mean, I've had no other issues with the system and I have loved it up until this. I figured there would be a cost involved to fix it, so I was prepared for that scenario.

Instead, I was told by Alienware in a very polite way, that I was basically screwed because my warranty was up, so they wont do anything about it.

Wow... great customer service on a laptop that cost me thousands of dollars. Plus, I financed it through Dell Financial, so I am actually STILL paying for it. With Financing, we are looking at close to $5k that this thing cost me. Now, bare in mind, I had this laptop LOADED when I bought it. It is a powerhouse.

But I'm sorry, when I am STILL paying for the laptop and Alienware / Dell tells me they refuse to do anything about it, when it was a KNOWN issue with THEIR product, and they CONTINUED to sell it anyways? Hate to say it, but I've lost a lot of faith in what was my favorite manufacturer.

I have 2 Alienware desktops at home and this was the first laptop I purchased from them. It was my baby. I have kept this thing immaculate. I treated it like it was made of the world's most fragile crystal, and despite my best efforts, this happens.

I was in the process of talking my company into making a switch in hardware and purchasing all new Alienware desktops for the office (this makes for about 12 new desktops for the office. We are a web development firm and need the hardware). However, after this experience and being told by Alienware they are unwilling to do anything about it really turned me off the whole venture. If this is the kind of customer service I can expect to look forward to, why should I continue to make the push for the new desktops?

Something goes bad and my job ends up on the line because I recommended the purchase. Don't think so.

This really irks me, because I have talked numerous friends and family members into purchasing an Alienware desktop or laptop over the years.

Now, I have discovered that ZTronics makes a custom fix to the hinge issue, and my question here is... Why is a third-party making this fix? Why is this not coming directly from Alienware as a solution to a problem which was OBVIOUSLY a manufacturer defect? I was told flat out that Alienware no longer carries any parts for this laptop model. Guess they decided to wash their hands of it and all its problems.

Sure, I can understand that move. It's just business after all.

However, you now have someone like me who is upset over this issue and is being offered no support or assistance at all. Not even so much as an apology regarding an issue that Alienware knew about.

I apologize for ranting... but I really needed to vent over this.

 

yeah the old m15x's hinge is crap. that is a fact.

another fact is that you should have bought the extended warranty. Especially when you spend 5k$ on a computer.

I mean come on. Alienware provided you with good product that functioned for two years and they are not liable for any damages after these two years.

Buy extended warranty and spare us your nonsense rants.

 

google hinge repair on youtube. there's a few videos on it. It'll probably be cheaper too. Non warranty repair is very costly through dell.

 

Helpful, much?

To the OP, I agree that it is truly disturbing that Dell/Alienware refuses to stand behind their products. They've obviously known about the issue for awhile now and I would be every bit as sore as you are now. You have a right to be upset, but you now have the privilege to overcome this shortcoming and resolve the issue yourself.

Searching these forums and a bit of google/youtube magic, as suggested by T120ted, should have your baby up and running in no time. Good luck.

 

Alienware Legacy Systems

Quote Src: Alienware Support - Alienware Forum - Alienware Club - Dell Community

 

if it out of warranty check out ztronics, they have lids and also provide a hinge mod too.

Alienware Laptop & Notebook Repair | Alienware M17x Service & Replacement

 

Your problem really is the merge with Dell. They offer very little support for pre-Dell merge systems now (basically the M17 and those released before it).

The latest systems are handled by Dell for support, who are renowned in the industry for their support. The latest systems are also rock solid in build quality (well, possibly not so much the M11x).

 

Yeah I had that problem when I still had my m15x, I pretty much put gorilla glue all over the inside where the hinges where and that fixed my problem. Very messy but the hinge was rock solid after that.

 

My story may help you somewhat in terms of getting a under-warranty hinge replacement:

http://forum.notebookreview.com/alienware/437987-alienware-australia-lack-support-re-old-legacy-m15x-laptop-under-warranty-hinge-repair.html

 

Wow, read your whole thread, what an ordeal! I would have needed many Diazepam to calm my nerves if I were in similar circumstances. Kudos to the madrabbit711

 

We pay 3000$ (in my case) for a laptop we don't expect the hinges to break by only opening and closing the lid. I've seen some 500$ laptops opening/closing lids thousand times without any damage...

For your information the hinges on my m15x broke once when I was under warranty, I shipped it for repairs, it came back and you know what ? the hinge is breaking again. Every m15x is affected by this problem, it's a big conception mistake.

So I mean come on, spare us your worthless opinion. It's the last thing we need.

 

I had an inspiration from Zforce1 on ebay.

Here is what I'm planing to do. First of all, it's important to save the nuts from the lid! I will try to put two screws into each nut, from either end. One will hold the lid and the other will hold the hinge. I figure that the nut is 6mm long. For the top, I ordered 8 M2.5x4mm Button Head Blue Aluminum screws. These screws use an Allen key to lock and the button head will make it look professional (I hope!). Silver flat screws should work too. I also ordered 8 M2.5x4mm regular laptop screws for the hinge. First of all I would loosen the hinge tension as Mystic instructed. Then I will drill eight hole corresponding to the nut locations. First, I will screw the button heads into the top of the lid and tighten. Then I will put some crazy glue around the nuts so that (and maybe under the screw heads) so that they don't come loose. Then I will put the LCD back together and finally screw in the hinge screws.
The reason I believe that the screws are M2.5 is that I have some M2's and M3's and they're too small or too big. Maybe someone can confirm the sizes.

 

I bought my Area-51 m15x last August. I have been a little less careful in handling the m15x laptop (i.e., I treated it like a 'normal' laptop) in last few months and last week I have noticed that a small line has appeared on the silver surface, where the silver lid meets the black bezel, near the hinge.

I did 4-5 months research between Sager and Alienware during the purchase, finally decided to take my chances since only Area-51 m15x had a matte finish 16:10 screen. I thought the hinge problem occurs only for about 70% laptops, but now I doubt it may be 100%.

Thanks for all the guys who posted some suggestions/solutions for this problem. Unfortunately since I am in India, I am not sure which are the feasible options in front of me . I have put some glue temporarily over the crack, and hope it will hold together for a few months, maybe until I can (somehow) visit US!