Alienware Rubber Pad of Palmrest

Model: Alienware M11x R1

Specific Issue: The rubber pad that is located on the palmrest (left rubber pad) that stops the screen/lid from touching the palm rest has fallen off completely and has been lost.

Troubleshooting Done: I am the proud owner of an M11x, love my laptop, even after the hinge issue which was a moderately easy fix (followed the wonderful Chris-M posts telling us how to get it replaced with the new part number). However, I am running into this problem now, which I feel should be covered by my basic warranty (the standard 1 year warranty that comes with the machine, still have several months of it left). The rubber pad has fallen off of it (the little bumper thing...).

So anyways, I called tech support today, they said this is NOT covered by my warranty, stating it wasn't a hardware issue. They said the only way they could replace the rubber pad was in order to get an entire assembly. (supposedly only $10 for the palmrest assembly). I stated this small issue could escalate to my screen being scratched, and I didn't see how this wasn't covered by my warranty. I stated I didn't want it to have to come down to having them send a tech support to replace my assembly, I realize this would cost them plenty of money. I simply want a rubber pad! I realize they may not have stock of this (like he said). I can even glue it myself :P. But regardless, he said my computer was in good working condition, and that he would send me quotes of an lcd screen protector price, and a quote for the assembly (both of which he did NOT do, must've gotten the wrong email? lol.... even though I told him twice).

So anyways, I would just like to know how this isn't qualified for a hardware failure... your piece has failed to stay on for the life (or even during the warranty) of the computer. I want this rubber piece back on, seeing as it is a needed piece for this computer (yes it is needed, fact: you assembled/designed the computer with this protective rubber pad, therefore it is an integral part/hardware of the machine for proper and safe function, you guys wouldn't have the machine have an unnecessary part considering money is always the bottom line...). You can tell I do not abuse my computer, it has ZERO scratches, and all hardware is in PRISTINE condition. This has occurred from REGULAR use. Granted I may use it every day, but still used very carefully.

In the end I said I was willing to buy the assembly and do it myself (don't see why they can't rip a rubber pad off of an old assembly and mail it). But he never even emailed a quote like he stated. And how isn't his covered by my warranty? He also was saying my computer was 2 years old so it was practically natural for it to fall off and wasn't really a warranty related concern (which is a blatant lie, my computer is not 2 years old.... its still under the 1 year warranty block head :P).

So please Chris-M, please get back to me on this, I don't mind buying the $10 assembly, back up parts aren't a bad idea, however... I still don't see how it isn't covered by my warranty. Its like saying a key has fallen off but its okay because it isn't necessary, still operates fine right? Wrong, not to the full state of which I had purchased this machine at and expected this machine to perform at.

I don't want them to have to perform an at-home repair for something as silly as this, but if it comes down to it, I will exercise my right to use my warranty for this. Then a repair man can come down and replace my assembly for me :)