en.community.dell.com/.../dell-to-repair-broken-hinges-on-alienware-m11x-systems-globally.aspx

Hello Tissot7111   I bought an M11 for my son  He had exactly the same problem  Went to Dell and they refused to repair   They said the cracked screen was my son's fault even though the screen is distorted by the faulty hinges.  They also said that because they do the repair by replacing the lid, they lost the benefit of re using the lid, and so refused to repair the hinge. I found their attitude very unhelpful. How did they rspond to you

Hi there

Well the first time it happened to me and cracked the screen, I stupidly didn't even think about the warranty and I paid for the repair myself.  Then when the hinge went a second time I realised it was a common fault.  I had a nightmare mainly in trying to transfer the warranty from one country to the other as I purchased it in Australia but lived in the UK.  After countless e mails to various different departments in Dell I actually managed to get it fixed free of charge.  The most difficult thing is contacting the right person.  If I remember correctly I contacted an actual alienware department rather than Dell itself and they fixed the problem within a week.  They come and fix it there and then.  Admittedly though, the e mails they sent me weren't exactly " nice" and they seemed to put the blame on it for me.  Its fixed now and its been fine ever since as its a common fault which they've sorted out.  Try contacting them on this address     this is where I finally managed to get some help from them.

Anyway I hope some of this helps you out!  I know I wouldn't buy from alienware again as a result which is ashame because I loved the product but ever since the hinge problem the laptop just seems so fragile to me I'm almost scared to use it

thanks

cartledge,

Did you contact the Alienware email address listed in the link provided by ejn63?