Just called alienware about hinge and power

So I just got off (a very long) call with Alienware about the hinge and power issues with my 8-day old m11x.

The rep thinks there is a problem with the power adapter getting so hot and is sending out a replacement.

As far as the hinges, the rep claimed there is nothing on file about it being such an issue. Unless my hinges are cracked, broken or has resulted in a damaged screen nothing can be or will be done about it. I told him about the 4" paper test and how if I lay it across the keyboard and close the lid, it will not mvoe freely and how if I lay it across the mouse area and close the lid it would move freely- I also told him how the lid is hovering above the notebook about 1/2mm at the corners (above the speakers) and if I press down on it the lid will correctly close but will spring back up again the moment I left my finger. Both these tests beingclear proof that the screen is resting on the keyboard but unless there is damage they will not address the issue.

I have been using the sheet of cloth that the notebook was packed with as a screen buffer so I am tryting to prevent damage at the moment....

But what really pisses me off is if they check my records they will see that in the last 2 months I have bought both an m11x and m15x fully loaded- they know there is a hinge problem, why not just take the 2 seconds and replace it? I do not even need anyone here, I would be more than happy to send the computer where ever.

The rep tried saying it just needed an adjustment and he would tell me how to adjust the hinges myself but I said I was not interested in doing that on a $1300.00 8-day old machine.

So then I asked to speak to the next guy up and the rep told me that both managers are out of the office and had been gone for the last 30minutes. The best he could offer was to have one of them give me a call in the next 24-48 hours. I said that would not be a problem but here is the choice: have a manager give me a call but my current rep will need to give me his dell rep ID and name or try one more time to put me on hold and find a manager (he placed me on hold like 4 times during this call already). He decided to take a message for the manager and gave me his name and rep ID again.

Lets see how this all plays out.

The sad thing is that I was seriously considering an m17x too but after seeing how hard it is to get support (last night was a nightmare trying to get support for alienware off the dell site) and not being able to get a problem addressed this has me having second thoughts.

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just as a reference why I would need all these notebooks-
the m15x would have went to my WOW playing GF, the m17x would have been my desktop replacement and the m11x is for the long roadtrips.

 

oh, and the m15x also fails the paper keyboard test but when the lid is closed I guess it is heavy enough to push down the keys because it is not sticking up in the corners. As it isnt a mobile machine I am not as worried. The m11x will be subjected to more wear as it actually travels which is making the possibility of there being a problem so much worse right now.

 

What amazes me is that you thought the paper test would actually lead to the laptop repair.

Worst part probably is even with the replacing the LCD, it just might make things go worst than it is now.

Wait until it actually breaks.

 

Screw waiting til it breaks, the PC is brand new. Tell them that that your hinge is defective and you want the fixed hinges. A Dell rep came on here saying that it's free for everyone and you do NOT need to wait until the hinge breaks to get the fix.

Keep in mind that the "techs" on the phone suck unless you call the number on the Alienware site. You will almost always get a knowledgeable rep by calling the Alienware support #.

Thread is HERE.
http://forum.notebookreview.com/alienware-m11x/560021-m11x-r1-r2-new-hinge-design.html

 

If the OP made his point like you did, he probably would've gotten it resolved.

He probably did call the Alienware support # though.

 

I did call alienware directly, dell reps wont talk about alienware in online support or phone. I told them that there is a new hinge and that there is a known issue but the alienware rep insists there are no records of having problems with the hinges

 

Call again. The magic phrase is to say it creaks like a busted car door. That will get you a replacement...

 

Based on the fact that the lid isn't flush when it's closed you have a broken laptop. No need for magic phrases. Get the LCD assembly or the notebook replaced.

Paper test has nothing to do with hinge failures or alignment. That's strictly a keyboard design flaw.

 

Free to everyone? Nice.

By LCD/Screen Assembly,you guys mean that they would change the hinges, and the entire thing that holds the screen, right? (The entire "lid")

Sorry, just a little confused about what part are they changing..

Thanks for the info.

 

I called Dell and told them I had a hinge issue and in 3 days a technician came and replaced screen/hinges here in Sicily!!!!
great service !