m11x horror story...

Anyone who has been reading my posts knows my hinge cracked. Anyone who has seen the picture has seen that there is a split in the hinge and in the back of the screen itself. It gets worse.

The tech arrived today. Showed me the new screen. It looked pretty darn good.

Showed me why there was the hinge issue in the first place. Flimsy aluminum being screwed into plastic. Because of the poor design quality, many of us m11x users can expect the hinges to warp or crack a number of times through the life of the machine.

Anyhow. He starts taking it apart, and examining it. In the end? He can't replace the hinge. Here's the list of errors.

1.) The hinge is cracked, obviously.
2.) The bottom plastic has been warped because of the hinge error.
3.) The little strip that is over the power button has been warped because of the hinge error.
4.) This is the kicker. One of the connectors connecting, I believe it was the keyboard ribbon to something, rather than placed in correctly, was forcefully jammed in. I don't remember exactly what it was, but he said that if he tried to open it - a necessary step in replacing the screen - more internal damage would occur, and I would need to replace the motherboard.

Let me reiterate. If I were to replace my hinge, my laptop would break even worse and I would need to replace the MOTHERBOARD.

So Dell/Alienware has a few options on what to do. I know computer companies, and I'm pretty confident I know the steps they shall want to take to fix my error. (They shall be calling tomorrow to discuss this with me).

1.) They'll want to send out a technician with all the parts to replace mine with. Let's see. The screen, the connector thing he was talking about, the strip over the power button, and some of the lower plastic. And it will all be refurbished. All of a sudden, my three month old machine would be a Frankenstein's Creation.

2.) They would want me to send it to a depot to get it fixed. Ten days at the depot, not counting shipping to and shipping from. This is impossible for me - summer online classes. I need this computer, pure and simple. I can't afford to go a minimum of two weeks so they can repair their error.

3.) They send me out a new machine. This is what I am going to try for - with the amount of damage that this one has, NONE of it from user error, it is what people would call a "lemon". If I am to spend close to one and a half thousand dollars on a computer, I want it to be functional, and also able to be, you know, REPAIRED.

So I'm going to be talking to customer service at noon tomorrow. And I will do my best to get either a tech with all NEW parts, not refurbished - or I will ask for a new computer to be sent to me. There is no reason for this to be falling apart so readily.

So I figured I'd share my tale of hardware failure, ask if anyone else has had things as bad. Pretty much be the cautionary voice for those wanting to purchase an m11x - while it may be amazing if it works, this is what can happen when it hits the fan.

 

A replacement would sound good.

 

I'm not over-reacting, am I? I just expect my new computer to be, well, new, not mangled.

 

I think you should be fine. Hopefully it won't be mangled with the next one. You do have a three year warranty right? In worst case situation(where your next one is just as mangled) you can just send it back for another replacement. And if somehow that goes bad to, well, I don't know.

 

Yeah, three year warranty. I just hope that what has happened to me is a fluke and not normal for these machines.

 

You're not over reacting at all. I would be pissed too and expect a new laptop.

 

Probably not. Anyways, if this was normal for these machines, this would be hitting the headlines

 

Dammmm i would be PISSED!!! I would demand a new laptop at this point, there is no reason a 3 month old machine should need to be ripped apart like that. I've got a powerbook g4 that i am typing this on that is from 2004....i mostly use it for forum browsing now...i have not had a single issue with 6 years!!! All these stories make me very nervous about the quality of the m11x's

 

I'd be pissed too, but an honest evaluation...

Would you be better letting them send out all the parts, along with (in my experience) is much more caring and sympathetic to your issues to fix your problem or would you rather get another luck of the draw m11x that is likely a refurb anyway. I can almost promise you Dell will not guarantee you a newly built machine, maybe if you had an R2. You might still be able to pull off a full return and credit though.

I think my preference would be for a human standing in my presence to repair my existing unit, even if the "repair" in essence ended up being keeping my old serial number sticker. As far as a frankenstein unit who cares? It's not going to be one iota different than anything that runs from their production line, and you might just end up with a more reliable machine long-term.

Just my $0.02 in dealing with Dell over the years. Be kind to your technician, he/she'll be your best advocate. They don't work for Dell and don't much care how much they impact Dell's bottom line ordering parts. I always get completecare and I am always kind to my tech. That ensures they're free to do what needs to be done regardless.

 

Well, half the computer needs replacing. And it's the difference between new parts, which should be reliable, and refurbished, which oftentimes are not so good. Case in point. Before my tech came out with the first screen, he looked at it. Told me it looked like someone rubbed steel wool across a corner of the screen, it was that gouged.

Besides. It's less than three months old. There is no reason I should be getting refurbished parts due to their own ineptitude. One part assembly line error and one part a hinge error that everyone with this make and model of laptop could have.

And hell, I'm not naming names. My technician is the one off the record suggesting I try for a replacement machine. It was apparently that bad within the laptop, that it would probably be honestly easier just to send a new one than to try and repair the plethora of problems on this.

 

So, since computers are all manufactured in China using the same build specification set by AW, ALL m11x are prone to hinge issues during the lifespan of your ownership of the laptop. Seriously AW, don't repeat the history with what Dell has done with its line of Optiplex machines Dell Employees Knew Its Computers Would Fail--you will have A LOT of unhappy AW customers and you will lose A LOT of customers

 

Right now, it's more than just a hinge issue for me though. It's hinge, warped parts, and an inability to REPLACE the hinge without risking breaking the motherboard. Seems a bit tricky to me.

And I read up on the M15x hinge issue. Seems a bit different this time around, but regardless, think we'll ever get a fix?

 

It won't get fixed until the entire population knows about the known issues of AW- Currently AW has no reason to re-invest in R&D to modify the m11x specifications--blame it on the bean counters.

 

Well, from what I gather, the M15x issues eventually got fixed. Maybe more issues like mine will show up. Mine has been one of the more severe ones, true, but I have seen others with hinges cracked like mine. Enough of these happen, and perhaps, hell, might even be enough to get the userbase to rally around each other. Slim chance of that I admit, but still.

 

Replacement, like right away. And let's face it, there is always going to be a possibility that someone will get a laptop with horrific build quality, while most of them end up just fine. And if the tech is saying the PC is pretty much FUBAR'd,then it probably is. You shouldn't have to make such extensive repairs to a PC so early into ownership.

 

I am on the phone with Alienware right now. So far they seem reasonable about things - checking in with the supervisor to see what my options are. I'm still leaning towards getting a replacement machine if possible; seeing the damage that has currently been done to my laptop, who is to say that there isn't even more broken deep inside of it?

Anyhow. The guy I'm on the phone with is being polite, as am I. Keeping my fingers crossed that this will be resolved readily. Will edit after a resolution is reached.

EDIT: Sending out most likely refurbished motherboard, LCD screen, bottom chassis, and indicator strip cover. If that doesn't fix it, I'm raising hell.

 

You accepted that? I'd demand for a new laptop instead of replacing parts left and right.

 

So you will have a frankenlaptop instead of what should be a new unit. I would not accept this as this is caused by poor design/craftmanship from Dell.

 

Frankly I'd be moving up the support management food chain insisting on a brand new replacement now. If they flat out refuse then I'd politely inform them that they've done a bang up job at losing a customer and demand a full refund. There's a vast difference between a single, minor issue that's wrong with what's essentially a brand new laptop and what you have going on with yours. Seriously.

 

Makes me wonder if your laptop is outside the return window?

 

My laptop is outside the normal return period, yes. And this is a case while I am in the "ethical" hogh road, they are in the "legal" high road. There's a very good chance that there will be more wrong with my machine than even what has been stated.

Heh. I tried going up the line of command, but I was on hold for at least twenty minutes before my girlfriend called and I said to hell with it. The parts are arriving tomorrow, and the on-site technician will be calling after looking at them. If any look faulty or damaged, well, Alienware WILL hear from me again.

I spent one and a half thousand dollars - getting mid-to-high specs on this thing - for what I thought was a good name. They better darn well live up to it.

Looking over the warranty...

"Also, if the technician determines that the System
is one that should be replaced as a whole unit, a whole replacement unit with a prepaid return mailing label for the
defective return may be sent directly to you. You are required to return the defective unit within ten (10) days. If the
telephone technician determines that the defective unit is one that is not easily disconnected and reconnected, you
authorize BTPM’s service technician to act as your service agent to deliver the replacement unit to you in person and to
return the defective unit to Dell."

I'll be talking with the on-site technician tomorrow to perhaps schedule an appointment. During that time, I shall ask him about this little clause here. Especially if even one of the parts is damaged when it arrives, I will demand a replacement. I've been dealing with a completely broken hinge for at least a week now. There's no reason for it.

Question for you guys. Any of you know HOW I could get higher up in the food chain? That way I can make my case heard easier?

 

Requesting a higher-up while on the phone should work, although it may take more aggression than that. And honestly, I wouldn't have settled for the refurb parts either--that's BS, and you should call back. Threatening to go to the news with a story may sound cliche and not worth it, but even if it's just a bluff may work.

 

Well. I just e-mailed the e-mails of both [email protected] and [email protected]. I've seen favorable reviews of people having done that in the past. What they are trying to do to my machine is simply unacceptable, and I will not stand for it.

 

Hey, try taking a look at this. YouTube - Corporation Telephone Secrets REVEALED! Bwa Ha Ha Ha Ha Ha
Don't know if this will work, but this might.

 

PM Brian and email someone higher up at AW too. This is way more serious than a single faulty component and deserves to be replaced outright. Again, keep it polite but insistent.

 

@ Xalgon

Sorry to hear your trouble. At this point, you have an uphill battle to get a replacement since your laptop is out of the return window. Of course, if you have the accidental damage warranty, you may be able to use that to your advantage.

Another thing is that you will have to be persistent and keep calling them/write them until this is resolved to your satisfaction. You may get lucky and get to talk to someone who genuinely gives xyz about your issue, but chances are you will have to put a lot of time on the phone and email.

Keep us updated, and good luck.

 

Which one is Brian so I can get in touch with him? Sorry, relatively new to these forums.

The technician told me that replacing the system was the "third" option. The first, obviously, is sending out parts and a tech. The second is deopt-ing it - that's not an option for me. Summer online classes. The third option is sending it in.

So I'll keep going until I can get, you know, a NEW one.

 

eraweila = Brian. He's on the AW QA team for the M11xR2.

How long have you had your M11x?

 

Just under three months. The first two were mostly fine. This last one? Ludicrous.

 

Sorry, Brian is erawneila...

 

Got him messaged.

But yeah. I'm messaging whom I can, hoping against hope that SOMETHING will go right for me. I'm pretty much being, I dunno, punished for their error. It's unacceptable. I do so want to keep my good opinion of them.

 

Might try this thread to see how things have gone for others.

http://forum.notebookreview.com/alienware/449524-dell-alienware-aw-legacy-replacement-systems-warranty-repair-issues.html