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March 20th, 2013 14:00
Left Hinge
I had an issue which was similar. The circumstances surrounding my experience with this company are different. At this point I cannot say that this company does not take care of their customers. While, I have had issues with my machine, each and every time Alienware has taken care of me. I am completely satisfied with this organization and furthermore, will be choosing Dell as my primary source for computer needs going forward.
Jason
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DELL-Chris M
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March 21st, 2013 11:00
Shrader,
According to the Alienware product team, the M14x does not have a hinge design flaw. 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 as defects in materials and workmanship. The M11x was the only model we fixed outside of the purchased warranty. All other Alienware laptops must follow the restrictions of the Dell Wear and Tear policy. So if the depot follows policy, you will have to pay to get it repaired.
Shrader
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March 21st, 2013 12:00
Alienware has exceeded my expectations as a customer. I have no further issue with the way my situation was handled.
DELL-Chris M
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March 22nd, 2013 07:00
The other issues you had do not sway or change the policy on the hinge. It appears that we followed policy for the other issues by repairing when needed. You can certainly escalate beyond me. http://dell.to/tbdOD4