Alienware M14X Hinge complaint

Question

Same left hand hinge issue. not sure how many complains they need to take this as an issue. I trust dell and buy this Alienware online instead of buying from store. This was my first and last experience with dell. I called customer service and got same response like you guys, they have the same issue with MX11 which is covered even if it is out of warranty but now MX14....... My question from dell is.... What's the point to cover one machine MX11 but not the other one (MX14) which is the upgrade version of MX11 with same parts especially hinge....................

DELL-Chris M · Answer

Ali110786,The hinges on the the other Alienware Mx laptops were assembled differently than the hinges on the M11x. According to the Alienware product team, the other laptops do not have platform systemic hinge failures. This was based on total sold versus number of hinge complaints. But, like any hardware that is under constant duress, it will fatigue due to general wear and tear. We do not define a hinge failure over time as defects in materials and workmanship. All other Alienware laptops must follow the restrictions of the Dell Wear and Tear policy.

89fordprobee · Answer

as per Chris: This was based on total sold versus number of hinge complaints. sometimes recalls take a bit of time specially if it isn't a safety related recall, look at car manufactures, not gonna mention who but there was 100000's of complaints about a certain thing, nothing was done, someone was killed... Government forced recall... Now depending where you live you may have different legal rights on getting system repaired but this is per country .

Ali110786 · Answer

There was a boy who had an argument with another boy, they both argued about night, one was saying it is black and the one who had decided that he is not going to lose this was saying night is white. ….long story short….. The one who was saying that night is white won because he did not accept this that night is dark….. It is just a matter of perspective how you see things… Today you are sending this reply under the reflection of current dell policy because Dell doesn’t want to say night is dark (black) and if policy changes you will send different reply. I know other Alienware owners; they have same left hinge issue, what a co-incidence. I think I have already spent too much time with your customer service and don’t wanna waste more time on this. I have reported my voice and let see what is next….. If I get good news. Dell will find me a loyal customer in future and I am sure dell right decision in this matter will turn others as loyal customer too !!!

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Alienware M14X Hinge complaint

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