Dell To Repair Broken Hinges For Alienware M11x Notebooks Worldwide 7 Sep 2011

Dell will now repair broken hinges on any Alienware M11x system for any R1 or R2 customer worldwide regardless of warranty status.

This is what they wrote on their corporate blog:

As many of you know, we’ve already started repairing laptops with broken hinges. For those who have still been waiting, we’re hoping to get you fixed up quickly. The reality is that many Alienware M11x customers never have any problems with their hinges. For Alienware M11x customers who have had problems, we now have a fix in place.

Here’s the deal:

Dell will repair broken hinges on any Alienware M11x system for any R1 or R2 customer worldwide regardless of warranty status.

All Alienware M11x R3 systems already include the fixed hinge assembly, so if you have one of those, you’re all set. For R1 and R2 customers who have had problems with the hinges, a final fix is now available.

What does the fix entail, you ask? For R1 and R2 customers who have hinge problems, we’re replacing the LCD panel itself. The panel includes the hinge assembly as well. Wireless components are also part of the panel itself so those will be part of the replacement. See Dell – Chris M’s Alienware M11x R1/ R2 FAQ for a bit more detail.

This fix is not meant to be pre-emptive. Please don’t contact us if your hinge assembly is working correctly. Like I mentioned before, most R1 or R2 Alienware M11x customers never experience any problems. Down the road, if you do, we will support you. Our goal is to make the replacement as easy as possible for any of our global customers who may have been impacted. If you’re an M11x owner who’s experiencing problems with the hinge assembly, please contact Dell Technical Support. Here’s how to do it:

Customers in the United States or Canada:

If you’re an M11x owner in the United States or Canada who has a problem with the hinge assembly, there are two options:

  1. E-mail Dell Support at AWCC-Resolution_Experts@Dell.com; The e-mail address is provided for customers in the United States and Canada and it’s set up to manage this repair order only. Please contact Dell Support for any other issues you may encounter with your M11x.
  2. Contact standard Dell Tech Support. Here’s how to do it:
  • Please visit support.dell.com.
  • Select Support for Home Users
  • Go toward the bottom of the page, on the left hand side under Contact Us and select Contact Technical Support
  • Finally, select your preferred method to contact Technical Support (choose either E-mail or Telephone).
  • When you talk to Technical Support, you can reference the following documents that outline the issue and the fix: (1) Delta Knowledge ID: 401161 and (2) SN PSQN Document ID: 376475

Customers outside the United States:

If you’re an M11x owner in outside the US or Canada who has a problem with the hinge assembly, please contact Dell TechSupport in your region:

  • Please visit support.dell.com.
  • Select your country from the top left drop down menu, then select Support for Home Users
  • Go toward the bottom of the page, on the left hand side under Contact Us and select Contact Technical Support
  • Finally, select your preferred method to contact Technical Support (options include: E-mail or Telephone).
  • When you talk to Technical Support, you can reference the following documents that outline the issue and the fix: (1) Delta Knowledge ID: 401161 and (2) DSN PSQN Document ID: 376475

Customers in the regions, please be ready to provide your service tag number, the address and country where your system is located and two phone numbers where you can be reached to coordinate the repair logistics when you call Dell.

If you’ve already contact Dell Technical Support and still need help getting this addressed, you can e-mail us here with the following information:

  • In the subject line, please include “Alienware M11x Hinge Fix Needed”
  • your service tag #
  • the address and country where your system is located
  • two phone numbers where you can be reached to coordinate the repair logistics

Other things to keep in mind:

  1. Standard warranty types will apply, so you may be asked to mail your system if your original contract was the “return to depot” variety. Once you’ve contacted Dell, you should hear from someone within the next 5-7 business days to arrange the details of the repair.
  2. Please note the email address and phone numbers I provided in the bullet points above are to support R1 and R2 customers who need hinge replacements. If you are looking for tech support not related to the M11x hinge issue, please contact Alienware Community Forums on Dell.com.

Source

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